Poor support from Level 2 trouble shooting team at NORTON

[JamesG_Olson]

I get very poor service from the LEVEL 2 trouble shooting team at NORTON despite paying for this service. Any suggestions?

[bjm]

@JamesG_Olson

Poor support from Level 2 trouble shooting team at NORTON
I get very poor service from the LEVEL 2 trouble shooting team at NORTON despite paying for this service. Any suggestions?

Hello @JamesG_Olson
Welcome to the Norton Community!

Care to share more details about what you mean by “poor service” and “paying for this service”?

For example, is Level 2 unable to resolve the technical problem, are you getting conflicting advice, or is the problem with the follow-up/communication?

Norton’s current support policy says paid-product customers have access to phone and chat support.

If you describe what has happened so far (without posting any personal or account information or case number), perhaps someone here can suggest a next step.

When Level 2 team is failing to deliver the service you paid for, the standard support loop is broken. Here is how you can handle it directly:

1. Force an Escalation
   Level 2 agents are supposed to be advanced, but they often get stuck or refuse to admit they cannot solve an issue.

• Ask for Level 3 or Engineering: Ask the agent explicitly to “escalate the ticket to Level 3 or a Senior Systems Engineer.”
• Request a Case Manager: Inform them that the current troubleshooting loop is costing you time and ask to be assigned a dedicated Case Manager who will own the issue until it is fixed.
• Reference Your Case ID: Ensure every agent you speak with opens the exact same Case ID so they can read the previous logs and stop asking you to repeat basic steps.

2. Move to Chat Support for a Paper Trail
   If you have been doing this over the phone, switch to Norton’s official text chat support.

• Save Transcripts: Chat logs provide a permanent, written record of everything promised or attempted.
• Proof of Failure: If you eventually need to dispute the charges with your credit card company for “services not rendered,” a chat transcript showing Level 2 failing to fix the issue is your best evidence.

3. Seek Financial Compensation
   Because you are paying for a premium subscription that includes this troubleshooting tier, you have financial leverage:

• Contact Billing Directly: Bypass the tech queue and ask for the Billing and Retention Department.
• Demand a Credit: State clearly that you are paying a subscription fee for functional software and support, but the company is failing to deliver on its service level. Demand a partial refund or service credit for the months the issue has persisted.

To give you the most accurate advice or help you find an alternative solution, could you share:

• What specific technical problem (e.g., system slowdown, error codes, or installation loops) is the Level 2 team unable to fix?
• What operating system (Windows, Mac, etc.) are you running?

AI sourced content may make mistakes

[peterweb]

@JamesG_Olson

despite paying for this service

Are you saying that you paid for or were asked for payment to access level 2 support? If so, that may not have been genuine Norton support but a company that offers support services for multiple products for a fee.

Where did you get your link to Norton Support? If from an internet search, the first results are never genuine Norton Support.

[bjm]

Hello @JamesG_Olson
Care to share your progress
Care to share more details about what you mean by “poor service” and “paying for this service”?