I'd actually take a solution for this, but clearly, Norton doesn't have a clue.
So after one of my Norton updates failed to install properly on my desktop, my anti-virus scans wouldn't work properly. I looked the problem up, found it was a known problem and the solution was to use the removal tool and reinstall Norton. I did so. Then, I discovered that Norton wouldn't recognize my vault password. I KNOW it was the same password; I was able to use it on my laptop (it's the same account) and get in just fine. Again, a known problem: the solution was to delete my vault. But that wasn't a problem, I was assured, as long as I had a current backup file, which I did.
So I deleted the vault. Then I followed all the steps to restore my information.
But guess what? NORTON DOESN'T RECOGNIZE THE PASSWORD ON THAT FILE, EITHER. So much for backing up your files, huh?
So I try to get some help to see what's up. First, I try chat. I patiently wait for 20 minutes just to get someone, and when I do, I apparently get hold of someone who has an extended wait time in trying to access his whatever-language-he-actually-spoke-which-obviously-wasn't-English dictionary. I explain the problem -- that I'm following all the steps and Norton is NOT RECOGNIZING A VALID PASSWORD on the backup file, which I know absolutely to be correct. His bright idea? He wants remote access to my computer. Why? When I refused and asked instead what *I* could do to fix the problem, I was treated to a "Please give me 2-3 minutes". Ten minutes later, guess what? He still hadn't returned AND I got no response whatsoever. Yeah, that was a huge help. And why, may I ask, is a company which specializes in INTERNET SECURITY demanding that their customers allow some total stranger to have access to their computer? NO WAY.
So I give up on Braindead and try a phone call instead. This time, I waited 15 minutes before I get hold of someone. Again, the demand for remote access to my computer. WHY? I politely refuse and I walk the representative through absolutely everything I'm doing and explain WHY I am absolutely certain that my password is correct and Norton is not identifying it. We spent another 20 minutes doing this. I'm told that it needs to be escalated...and oh, yes, the supervisor will AGAIN ask for remote access.
First, I don't give anyone remote access to my computer, period. Ever. I don't care who you are and you're insane if you think I should. Second, I'm waiting on hold for the 'escalation' at this point just to see how long it will actually take them. So far, the 'ten minute wait' I was promised by the previous agent has been 45 minutes. NO help at all.
I absolutely intend on telling everyone I know not to bother with Norton's Identity Safe. What good is a product that has a flawed update system, a corrupted backup system and no way to get your passwords? I can't even generate a hard copy just in case this crap happens again! I think I'll go back to writing down everything with, you know, old fashioned pen and paper. AT LEAST I HAVE A HARD COPY.
Norton, I like your anti-virus, but in this, and with your obviously outsourced and incompetent customer service, you have failed, failed, failed.