This is really poor. I cannot extend the time on any of the PC's. Luckily, my subscription is up in a few days so I can look elsewhere.
I am with you on this.
In our house we have six computers rigged up with Norton Family safety as we have four kids. All the computers in our house have been blocked up since Tuesday and we are totally unable to use internet at all because we have the settings set strictly for the kids! My password and username are useless.
I couldn't watch the election coverage I wanted. If Norton are going to spend a week maintaining their website they need to send customers a way to release their computer safety settings without using their website. Feeling very peeved.
Hello MikeLeonard,
I'm the product manager for Norton Online Family and wanted to respond. First, thank you for being a Norton Online Family Premier customer and for sharing your concerns about the downtime. I'm also glad to read that you and your family are OK and weathered through Hurricane Sandy. What a stressful time!
Regarding the maintenance release. On behalf of the Norton Online Family team, we sincerely apologize for the extended downtime and for the inconvenience it has caused. It is a major release for us and it is taking longer than anticipated. The team is working hard to bring the service back online as soon as possible. We do appreciate your patience.
I will take back your suggestion for us to find a secure way for you to store your Norton Account credentials to locally adjust house rules on your children's PC/Mac desktops and how we can better inform you of maintenance releases/planned downtimes. We're also looking into providing the best solution for parental controls on iOS devices so please stay tuned.
Thanks again for your support,
Yvonne
Dear Bluesky and MarcusMurray,
Thank you for your comments and honest feedback about the downtime.
As I mentioned to MikeLeonard, we will look into how we can enable parents to locally adjust House Rules on your children's desktops and Android devices for an upcoming release.
On behalf of the Norton Online Family team, I'd like to apologize to you both and other parents who have been inconvenienced by this maintenance release. We will have the service up as soon as possible.
Thank you again,
Yvonne
Do you have any idea how long, it has been days. And just a thought you may want to send out an email ahead of time that you would be doing maintance to the site. If you sent one I did not see it. Also you might want to send an email letting us know when it is up and running again.
Thnaks
I'm a new member with the Motorola Droid Razr and my smart phone is not so smart since I can not access the internet and I can't delete the app. Can you smart guys come up with a estimated time on how long it will be.
What a mess Norton . . . you should have rolled back to the old version and restored service to your customers while you resolve your internal technical problems. I can't recall another large tech. company who arrogantly pushes forward with their maintenance activity when it is obviously having such a negative impact on customers.
Surely your recovery plan included the restoration of service to the stable version in the event of a catastrophic failure like this?
Hang your heads in shame . . . seriously. Bad management and bad planning looks like this.
Whatever planned maintenance Norton had scheduled, it has obviously gone very wrong and this is not how you do production upgrades.
I'm very surprised there is no roll-back plan or that it hasn't happened yet, but in the meantime you have a lot of very unhappy customers and more likely some that will uninstall the product and never come back.
I'm one of those customers. Buh-bye, Norton.
-jc-
This is really poor. I cannot extend the time on any of the PC's. Luckily, my subscription is up in a few days so I can look elsewhere.
Totally unacceptable - and even now you say it is up - it is stil down.
The lack of advance warning was the biggest error, followed by SILENCE for days
and NO information about what the impact would be on users of the service.
Followed by the lack of a rollback plan (which I know is really hard to do - I work for company with an internet facing live platform my self)
Hi!
The server is still down... It's more "permanently" then "temporary".
Any news about the major update and when all things will be ok again?
Thanks
MM
Hi MikeLeonard,
Please check out the link below to resolve the internet connectivity issues.
If you have any questions, please let us know.
Thanks,
Katie
Hi Bluesky,
Please check out the link below to resolve the internet connectivity issues.
If you have any questions, please let us know.
Thanks,
Katie
Hi CarolDawkins,
Please check out the link below to resolve the internet connectivity issues.
If you have any questions, please let us know.
Thanks,
Katie
Dear Yvonne,
As product manager you understand the business implications when schedule, cost and quality are unpredictable. You lose both market share and customer good will. Sadly, these results are totally unnecessary. Companies that are mature CMMI Level 5 generally don't have these kinds of issues. The controling factor is having and following highly predictable processes that generate high quality products. That stabilizes both cost and schedule making them both accurately predictable. One of the primary practices that helps create highly effective teams is the inspection practice described in detail by Ron Radice in High Quality, Low Cost Software Inspections. There is an accurate, causal model of the business results of using this practice in Robert T. McCann, Cost-Benefit Analysis of Quality Practices. Both are available on Amazon.com. That is not the whole story by any definition, but it's a solid foundation to build from. If your company is not ready for the Software Engineering Institute's Capability Maturity Model Integrated, then ISO-9000 is a good place to start. If "the executive suite" needs help, then I recommend the Malcolm-Baldridge model.
Best wishes,
Bob McCann