Started an online ticket with Norton today, with the concern there is a virus on my computer and the Norton scanner is continuingly scanning a small file on a endless loop. So an online agent 1 comes to help me. After simply asking if I've done power eraser scan before, I said yes, so he decides to pass me off to the next agent 2. Now I get another agent, he gets me on this LogMeIn program where he can access anything on my computer, and even warns me if I think he is doing something shady I can exit out of the application to prevent him from doing anything else. Besides that, he goes on my computer through remote access and starts opening and deleting files, and then finally starts the Power Eraser tool on my computer. After the Power Eraser gets stuck scanning my E Drive, I watch him through my computer screen try, try, try, and try again to end the Power Eraser through Task Manager. He is unable to close it, so he just restarts my computer. After restarting, he then opens up my browser to the Norton Support Contact link, and requests I put my information in, and then goes to the details section and writes," Norton Power Eraser got stuck scanning E:/Drive, no threat found."
Now as a consumer, to watch someone have trouble with their own scanner and then start creating you a new ticket is a bad sign. Means that customer service agent doesn't know what they are doing, so they are passing you off and covering their tracks. Back to Sivakumar Murugesan, as soon as I finish filling out my information on the Norton Support Contact page, he quickly takes control of my mouse (still has remote access on my computer) and then quickly leaves our session.
So now I'm with a new agent, they go by agent 3. I am naturally upset on how this is being handled, so I reach out to agent 3, asking if there is a manager I can talk to, and hopefully, at this point, fix my problem. This agent is obvious reading a script. Beacuse the first thing they say after I type, "Hi, I'm not very happy with the following service right now...I've been passed off by two people now and you would be the third. The first was a agent 1, and then a agent 2. I had a ticket for a different issue saying that my Norton will stay on a continued loop on a full scan. I just had agent 1 use a remote LogMeIn and he got stuck at the power eraser and it couldn't get it to scan so he restarted my computer said it had no threat even though he never had the power tool finish scanning. So he opened a new browser and said put your information in here and now I'm talking to you." Their response was, "So there is a threat on your computer."
Upset even more, I made it more clear that a need to talk to a manager about this ongoing issue. The agent assures me that they would be willing to help and that I would be in contact with a supervisor after the service. (Case # was removed) So like a gullible fool, I opted to stay with agent, and let them attempt to fix Norton. Jagent 3 started another LogMeIn session (remote log on my computer) to run all kinds of different programs, and even did a SFC(System File Checker) through Win32 command. After that started to run agent said let that run and then do a full scan, and disconnected remotely.
There was no follow up number, email, nothing, the agent just left me to figure it out myself, and hoped that after that SFC scan went through that everything was wrapped up.
Now I'm really upset, so I call their customer service line, 1 800 745 6048 Ext 3, where I was greeted by an agent 4. I tell Agent 4 that I would like to talk to his manager. Agent 4 tried to delay me by talking about my case, but I was firm, I wanted to talk to the manager and get this issue resolved. Agent 4 eventually gets me with his manager 1.
I tell manager 1 everything of what has happened, and express my concerns that my issue is never going to get resolved. The first thing manager 1 does, is tells me about what my current package is, and then has the nerve to send me to another one of his agents to see if this issue could be resolved. You know what that said to me? "Sorry Chris, I'm much to busy to help you, or to express my apologies on the way you were treated." manager 1 just didn't care, and so he was just going to pass me off like the others.
Norton has failed me as a Virus scanner, it has failed to provide a service, failed me as a consumer, and the customer support is tasteless. For those who currently using Norton or recently just purchased, be aware that this might be the same service you will receive if you try using a Norton product, and how the customer service will treat you if you ever have a problem. I do not plan to continue to use Norton much longer and will be looking into better virus protector that can provide the service I need.
From a very unhappy Norton User,
Christopher Rea
[Edit: Removed case number to conform with Participation Guidelines and Terms of Service]