Once again, I have been disconnected purposely by a Norton representative without having received an adequate resolution to my issue. The following are the specifics:
On Friday, May 12, 2017 at approximately 8PM, I opened a chat with Norton representative Mohit Mogra regarding a question I have about the issue of not being able to rename devices which I have covered with Norton, which would be seven devices.
The representative offered to open a remote session to look at my issue, which I agreed to. At least four times during the remote session I was forced to explain the issue. The response was to show me a list of my devices. I could have done that!
Approximately twenty-five minutes into the remote session, the representative exited the session without so much as a mention of escalating the issue or apologizing for the inconvenience.
This has become a common practice for Norton – if no resolution is apparent…if the representative gets frustrated…the representative simply pulls the plug on the session, failing to do anything for the paying subscriber.
This is not the first time that I have been purposely disconnected by a Norton representative. However, the incident with a Norton representative which I experienced four days ago was equally as troubling.
On Monday, May 8, 2017, four days ago, I was, again, involved in a remote chat session with a Norton representative regarding my query on how to protect additional information which Norton’s current Identity Safe fails to do. The Norton’s representative suggested that I simply put my SENSITIVE INFORMATION into a Word document. The following complaint is from that incident:
The following is an email I sent and posted on 5/8/17 to Norton regarding their ignorant and complacent attitude regarding my security services:
Reference Case # [removed by Norton]
On Monday, May 8, 2017, I contacted Norton Support to request assistance in discovering a way to protect other pertinent information, not just user ID and password. On some sites, there are security questions which need to be answered and I suggested that Norton should add fields to your login area for security questions. Your representative’s suggestion was to put this additional information into a Word document. How is this securing my information? If I wanted to use an unsecured Word document I would not need your services, now would I?
Your people need better training, both in how to understand your own products and resources to understand your customers. I pay for security, not idiotic suggestions which compromise security. If you are incapable of providing the services and resources that I need, I can happily take my business elsewhere. I have been a Norton subscriber for a few years now and I must tell you I have become unimpressed with your representatives and their lack of understanding, caring, and failure to provide the resources I need.
Please train your people better. Security is supposed to be your business, not suggesting ways to compromise my security.
I await your response on how you intend to make this right, otherwise, I will be taking my business to another provider whom actually provides security services which I need, not stupid suggestions which cause my sensitive information to become compromised.
Rob McDaniels
I am deeply disturbed at Norton’s lack of professionalism and failure to offer a remedy. I am further disturbed by the fact that I am paying for a guaranteed service and receiving nothing. I now logically conclude that should a virus actually infect my devices, will Norton stand by their guarantee or will they duck and run as they have with other less serious issues I have presented to them, which I have yet to receive any kind of resolution to. A reputable organization would be addressing these unacceptable incidents without being prompted.
Norton, how will you proceed?
I look forward to hearing from Norton on my recent experience and remind Norton that should my complaint be disregarded, as it often is, I shall post my complaint throughout social networks until I receive an appropriate response and resolution to false guarantees of customer service by Norton.
Regards,
Rob McDaniels