Technical support complaint

Archive
1

Called Norton 6/11/21 to find out if I had the Cloud service on my account (I had lost lost of pics & Docs) and the first person said Yes I do but its under the name of Norton Security Plus.  And yes I do have Cloud storage.  She gave me a case #.  Next  spoke with "PIYUSH"  who informed me I DID NOT have Norton 360 - he was rather rude. He sent me to "Life Lock Standard" support.  Was told by Carol that I do Have Norton 360; same as Norton Security which includes cloud.  I told Carol the cloud was not accessible so she tried to send me to tech support escalation but someone there was unable to talk to me at that time but I was promised I'd be called the next morning (6/12/21) at 9:00am/EST.  GUESS WHAT?  No call back - its now 1058am/EST.  

This support needs some serious oversight.  I am at a loss as what to do?  Go through this HASSLE all over again - I guess.  Forgot to mention my first contact with Norton couldn't find my account.  

If anyone from management sees this complaint I several case numbers:

  1. [Removed]
  2. [Removed]

Still waiting for call.  I hope management will explain all this issues with me.  

JLD

[Edit: Removed personally identifiable information to conform with the Participation Guidelines and Terms of Service]

2

Had you set up the backup feature of your Norton product? If not, you would not have backed up any of the pics and docs you mention losing. 

To see if your product supports the backup feature, look at your main Norton classic interface and see if you see a Backup section as in the image below. If you do not see it, your subscription does not support backup. As you say you already lost files it will be too late for this time, but you can upgrade your product for free to the new 360 product with the backup from here.   https://renew.norton.com/sclp/nox-static-ss2up/?inid=nortoncom_hero_crm_ss2up/

 

new 360 My Norton 2 .jpg