I have been working with “Support” for 3 weeks on an issue and have been connected by Remote Access as least 8 times to resolve the problem
I was told by Support that I must have a virus and I should use their paid service for virus removal. I paid for the service, but they did not find any Malware. This past Thursday a Symantec Tech person ran another virus scan and still found nothing.
Issue: System Tray Icon disappears when cursor touches it, desktop icon is inoperable, can not run Live Update, Service Framework Error.
Norton 09 has been uninstalled using the Norton Uninstall Tool and reinstalled at least 12 times; 5 times by Norton Support.
Last Sunday I was told that I needed to speak with the Research Department, and they will be calling me in 24-48 hours. I have not heard from anyone to date.
This past Thursday I was told I would call from the “Elite Team” within 24-48 hours. I told the Support Analyst about the previous promises that someone will be calling me back. He responded: “I will make sure you get the call tomorrow”. (See Below) I still have not heard from anyone.
Elite tea,
12:29 PM SD: team*
12:29 PM SD: They will contact you via phone within the next 24-48 hours time.
12:29 PM SD: Please provide a phone number and the preferred time of contact as well.
12:33 PM J H: I have been told someone would contact me within 24-48 hours for the last week. No one has called me back. Thanks, but no thanks. I’ll use a different AV program.
12:34 PM J H: The research department was to call me back also. I never heard from them either. I was told this last Sunday.
12:35 PM SD: J,I will make sure you do get the call from the Elite team.
12:35 PM J H: What ever?
12:35 PM SD: Please provide a time and phone number for tomorrow.
12:36 PM J H: [Removed]Home (6am-7pm) MST
12:36 PM SD: Thank you J
12:36 PM SD: I will make sure you get the call tomorrow.
12:36 PM J H: Ok
I just contacted support again this morning and the Analyst told me that support would never tell me that someone would call me back the next day. I guess he/she did not read what I saved from the previous Analyst.
Each time I have contacted support, I have to start at the very beginning with an Analyst. I don’t think they read what’s taken place in the past from the prior cases. I have a total of 9 case numbers just so you know how many times I have been on these support sessions. Each analyst tries to solve the problem and then decides they can’t help me and sends me to another analyst who will be able to resolve the issue. Of course they can’t help either, so then they tell me I will have someone call you back; either the Research Dept, a Senior Analyst, or the Elite Team.
I suppose I need to wait it out, or switch to another product.
NIS 2009 Ver. 16.5.0.135 XP Pro, SP3
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