Telephone Customer Service

Just spent the better part of today trying to contact customer service via landline telephone...14 and a half hours of listening to bad music and an automated voice that kept saying not to hang up and that calls are answered in the order they are recieved.

What a joke on me! Not once during the entire time did a live person come on the phone and the website kept showing a waiting time of 30 minutes and that the LAST phone call was answered in 1 minute.

As a computer tech shop owner this is tatamount to me taking and recommending to my customers that they take their business elsewhere.

While I can understand most of what the tech support people in INDIA are asking or telling me, my customers who are not computer savey do not and/or it takes a lot longer than needed to get the message across.

Symantec needs to get on the ball real darn quick before they start to drive business elsewhere...I will not be renewing my subscription next year if I cannot get thru to customer service in less than 30 minutes.

Sorry people but time is money and I estimate I lost over 1000 dollars today because nobody could answer the dang phone at customer service.

Last but not least when I tried to send an email via the website it timed out and apparently never sent the email so not sure if anybody at Symantec even knows how LOUSEY the service was today.

Hi spdtristam:

 

Welcome to the Norton User Forums!

 

I read your post and understand your feelings. Yipes! :smileysad:

 

In addition to live chat mentioned by Yaso, you can *always* come to the Forum and post your questions and concerns, like you already have. We have a bunch of excellent people ready to assist you in almost any way possible.

 

Hope this helps! :smileyhappy:

Message Edited by Plankton on 12-10-2009 09:48 AM

You can, as Plankton has suggested, post your issue to the forum over here by opening a new thread in the appropriate forum section :slight_smile:

Hi spdtristam,

 

Welcome to the community!

 

Sorry for the delayed response to your thread. As Yaso suggested, you can contact our customer support over an interactive chat support session. However, if you still would like to talk to our customer support exectuives, you can always schedule a call back.

 

You can click here to schedule a call back. By the way, one quick question, can you send me a private message about the priority ID and the phone number that used for contacting our support team.

 

I can pass this information to the concerned team and have them look into it.

 

Thanks,

 

TomV

Norton Forums Moderator

Symantec Corporation

 

 

 

Just spent the better part of today trying to contact customer service via landline telephone...14 and a half hours of listening to bad music and an automated voice that kept saying not to hang up and that calls are answered in the order they are recieved.

What a joke on me! Not once during the entire time did a live person come on the phone and the website kept showing a waiting time of 30 minutes and that the LAST phone call was answered in 1 minute.

As a computer tech shop owner this is tatamount to me taking and recommending to my customers that they take their business elsewhere.

While I can understand most of what the tech support people in INDIA are asking or telling me, my customers who are not computer savey do not and/or it takes a lot longer than needed to get the message across.

Symantec needs to get on the ball real darn quick before they start to drive business elsewhere...I will not be renewing my subscription next year if I cannot get thru to customer service in less than 30 minutes.

Sorry people but time is money and I estimate I lost over 1000 dollars today because nobody could answer the dang phone at customer service.

Last but not least when I tried to send an email via the website it timed out and apparently never sent the email so not sure if anybody at Symantec even knows how LOUSEY the service was today.

Tom tried to send you private im but couldn't make a connection.

Phone number given I did not write down but the Priority ID is XXXXXXXXX. Still cannot understand why nobody ever answered the phone for over 10 hours...I mean was everybody goofing off or what?

Sorry to say that Symantec came very close to losing a customer and also losing a lot of word of mouth advertising from me to my customers.

That I value the product and have had a good relationship to this point is the only reason I did not cancel all my subscriptions at that point.

Last but not least I understand and utilized the online chat to solve the problem(s) but when the people I am chatting with are located in India it makes me feel a bit less confident about the solution(s) I recieve. Many of my customers are not computer savey and prefer being told by someone on the phone how to fix a problem rather than try to follow instructions from someone that is typing a message.

Older people just cannot see as well as many younger people so it is a real issue.

Thanks to everyone for their responses and hopefully this is an issue that gets resolved sooner rather than later...as a business owner I would have fired everyone working during that 10 hour period from the head of call-in operations on down, because that type of service is totally inexcusable.

 

<<Edit: Removed priority ID from the post. It is stored with us for future reference.>>

Message Edited by TomV on 12-16-2009 12:23 AM

spdtristam wrote:

Tom tried to send you private im but couldn't make a connection.

 

[ ... ] 

 


Just for info -- the private message Tom asked you to send was via the Private Message System that is part of the Forum system here. You can access it via the envelope icon up top right (it turns bright yellow when you get an incoming PM).

 

To send a PM to someone click on their name in a message and it brings up some information about him including a link:

 

Send this user a Private Message

 

If you click on that it opens up the PM editor addressed to him.

 

You know where to find us ..... <s>