Hello,
I am at my trial period of NIS. So far it looks like a good product, but there's an annoying bug. I chose not to install the browser extensions. Once a day, I get a popup message that urges me to install them ("Your Chrome browser is not protected!"). On the bottom-right it has an "Install Now" button. On the bottom left - a "Don't ask me again" link.
A click on "Don't ask me again" dismisses the popup, but it re-appears the next day. Quite annoying.
Even more annoying, is the responses I received on the chat support.
First of all, the representative wanted to remote control my computer. I asked why. He said that it was in order to set Internet Explorer as my default browser.
It turned out that the support team's "solution" was to have the NIS extension installed in my IE, and to have me use IE as the default browser from now on.
Obviously (IMO) this is not a very good solution.
However it did make me understand that there is probably no other immediate solution. So I asked if this bug was going to be reported / addressed in a future version.
The support team's response: "It's not a bug. It's a Norton feature.".
Hmm... How exactly is it not a bug if I click a "Don't ask me again" button yet keep getting asked again?
I tried to understand. Their response: "You need to use Internet Explorer extension".
I pressed on, and then received the ultimate recommendation: "Your other option is to uninstall NIS".
Eventually I explicitly said that it would have been nice to hear something like: "Yes, it sounds like a bug, I will pass it on to my supervisor and we will look into that" (at least this is what I would expect the support personnel in my company to say). The support team's reply to that was: "It's not a bug.".
Then they suggested a supervisor "call back". I said ok and asked them to get back to me over email. Their response? "We can arrange a call back".
No thanks.
The bug itself is a minor nuisance, but the support experience was terrible.
If anyone at Norton sees this:
1. I will be happy to learn of a better workaround to my problem, or at least get an acknowledgement that it will be looked into.
2. I will be happy to supply more information about the chat session I just had if you want to look into it and maybe improve your support a little.
Thanks...