Today I decided to tackle a problem that I have been having with NIS 2011.
First, I spent some time attempting to solve it myself, using the usual method -- clean boot, then Remove Tool and reinstall -- as well as trying a tip that I found in the forums. When my attempts failed, I tried the Support Chat approach.
The Symantec technician spent about 45 minutes working on it, could not solve it, and said that he was transferring the chat session to his supervisor. After about a five minute wait, he returned and said that "technical problems" prevented my chat from being transferred, and he asked me for a convenient time to be called back. I gave him a two hour window this afternoon, which has now come and gone.
My experience with Symantec this afternoon has been a frustrating series of failures. NIS 2011 is not working properly for me, I cannot fix it, Symantec's technician could not fix it, the technician's effort to escalate my support call failed, and now the return call that I expected did not happen in the agreed time.
Can Symantec support provide some advice here, to let me know if any further action will be taken, and if so, what, and when?
I was not given a case number, but was told that my case would be tied to my email address. If someone from Symantec wishes to PM me, I can provide that.
- David