For a month we have not been able to log into our Norton account with the error "An Unexpected Error Occurred" - Our case is # [Removed]. We have been in many chats and phone calls (waiting 45 minutes each time) and keep getting jerked around. We were told 24-48 hours several times, then 18th of October and nobody has gotten back to us. And don't you find that Norton Chat window annoying while you are waiting as it grabs the cursor every few seconds and you can't do any work?
Can somebody tell me of a Security company who will support their customers and dealers because Norton sure isn't the one for us --- Earl
We are sorry for all of your aggravation Neveragain, and we hope that you will be happier with your next choice of software. I can't answer your specific complaints because there is not enough information about your system, the malware that you acquired, or how it was acquired.
We find that on occasion, Norton products can be infected. Any antivirus product can, depending on the system, the user, and the unpatched vulnerabilities. We can often assist a user to remove the malware themselves free of charge. Malware specifically writes their code to evade all of the most popular antivirus software.
If you paid $100.00 to have your system cleaned and support was unable to connect, this should have been refunded. If that is the case please get back to us.
You are very welcome. I didn't want to post earlier until I was sure that you were receiving the help from Matt. I wasn't sure when he would get to you. I hope you get your issues solved now that you are speaking with someone who can understand your native language.
If you have any further issues, please do get in touch with us.
Thank you to whoever it was that got somebody to get in touch with me. We are no further advanced because they thought the problem had been resolved but I now have somebody whom I think is in this country that I can now communicate with.
Hi @QoolQiwi - I think they call that functionality "frosting" and we just rolled it out on the Support site, but I agree that we could use it here as well - I'm thinking that's a great enhancement request for the community - thanks for the observation!
Hey Matt, don't you wish the people who wrote this web page kept heading items like the inbox at the top of the screen so you didn't have to scroll up? Now that would be a web design company I could get behind.
Hey I know that web design company :) Maybe that's why they feel they can criticize the programming :) By the way there is a design bug on the page but I will fix it as soon as the next post is made just to demonstrate it doesn't take a month when it is important.
In reply to Matt I wish I knew where to find your e-mail as there are 2 e-mails/comments received but I think I have it.
What Matt is sending you is a PM, Personal Message, using the forum system. Look at the top right of the forum page for the Inbox. Click on that and you will see the message from Matt.
I responded to the post which started out "to be fair" but that e-mail has "evaporated". In that e-mail I mentioned how I have been e-mailing nortonmanagers@support01.norton.com but to no avail. I even tried to shame them with questions like "What's the difference between a boomerang and Norton support?" Answer: a boomerang will get back to you.
I think the only bug I have waited on longer is the Windows Explorer problem since the release of Vista whereby Explorer will only show what's in the highlighted directory on the left if you have clicked on it (otherwise it shows the contents of the last directory you clicked on)
In reply to Matt I wish I knew where to find your e-mail as there are 2 e-mails/comments received but I think I have it.
My posts here have been for the purpose of shaming some Norton employee into thinking "surely we don't do business like this?" and want to do something about it but I guess I'll have to put my tongue to the grindstone.
I'm sorry for the problems you've experienced getting support and for my delay in responding to your issue. I've sent you a Private Mail (PM) to get some additional information. You will see the PM notification in the Forum header.
Well in the last week I've gone from a complainer to a Visitor and today I've gone to a Contributor or so the e-mails which tell me my rank has changed say. I'd like to reach the rank of valued customer and have somebody get back to me. What do I have to do to achieve that rank?
We have many dozen of accounts with many hundreds of seats and we can not manage the subscriptions. We can not see their status. We can not change the subscription status. We can not see who is expiring and who needs renewing. We can not do ANYTHING!!!
How big do we have to be to be treated like a customer? The only company that we have dealt with who have given us worse support is our credit card processor, Lone Star Bank Cards, Lewisville who keep promising to send our new credit card machine telling us that is has been sent when it hasn't. And this is the replacement machine for when they gave us the run around the first time.
The tech confirmed the e-mail address with me yesterday but I have checked all e-mail accounts. I have including checking spam and any filtering ... no e-mail with the "workaround" solution.
Well I've waited patiently and finally this morning an Indian gentleman phone me and said he had a "workaround" and was e-mailing it to me immediately ... that was 8 hours ago and as usual I have NOTHING
QoolQiwi: Again I spoke to a support member who assured me that I would hear back from somebody with 48 hours ... that was 54 hours ago and no contact.
Sad to comment that I've read similar user reports.
FWIW ~ I've bump'd your concern to staff.
Again I spoke to a support member who assured me that I would hear back from somebody with 48 hours ... that was 54 hours ago and no contact.
Every time I chat or phone I am getting the same response ... "we know of the problem and are working on it ... somebody will get back to you within 24-48 hours" ... nobody ever has.
How can I take these people seriously or not feel that I am being ignored. It is like my pleas are being "round filed" (thrown in the bin). This company could learn a lot from Discover Card who has USA support.
I am tomorrow going to try the phone number given to me in the previous post and see if it makes a difference and in the mean time buy a product I can get support on which is disappointing considering I have been buying and selling Norton products since the early '80s. Do any of you remember Peter Norton's documentation? It was magnificent.
