Who do you contact to complain about Norton Support Staff?

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1

Who do you call to make a complaint about Norton Support Staff?

I've had good product support in the past but today was the worst...shameful really.

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OlDawg55

Thanks for the positive feedback on your support experience. We usually only hear the bad. Not enough of the good.

 

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I was on line with Norton Chat just today resolving a problem with an error msg when trying to access THIS FORUM even though I was already Logged IN with my account. I was asked to provide my Ph# and e-mail also and this has never been any problem. The Issue was resolved.. My Norton VPN was active and even though it was showing an American IP.. it caused the error msg and prevented my going any further than the Forum Main Page. The response was fast, accurate and very helpful. 65 yrs Old and STILL LEARNING!

4

Requiring a second method of contact for the 2FA, is a safety net. For example, if you have your cell number set up for the 2FA and your phone is lost or stolen. Then you want to get into your Norton Account, you would be unable to verify your identity and would have no access to your Norton Account ever again. You could open a new Norton Account, but you would lose your current subscriptions and would have to purchase a new subscription.

As you say, you need to choose someone that you can trust, whether it be your landline ( if you still have one ) or a spouse, or other family member. 

But if the context is business,

Norton products are mainly aimed at home users.

Oh, and making the clients tell their personal info in the support chat is definitely not OK by any means.

The chat agent already has access to any information in your Norton Account. They are just verifying your identity before making any possible changes to, or transactions on your Account.

 

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Well, my initial problem was that I wanted to ask how to bypass the obligatory second phone number for the two-factor auth. The point of two-factor authentication is double ensuring that only you can log in. You must know the pass AND have access to your phone. Involving another person's phone number actually weakens the security, because another person can have access to your data by knowing only your password.

It's kinda acceptable if you can trust the second number to your family member, etc. But if the context is business, involving another person is completely unethical in both terms of your data security and obliging the other person to be involved in your protocols.

Finally, there must be a reason for almost all other sites to use regular one-number two-factor auth.

 

Oh, and making the clients tell their personal info in the support chat is definitely not OK by any means. Especially after you make the client insert them before the chat begins. Not only you make the client do the same procedure twice in a row, but also the support stuff should be distanced from the client's personal data as far as possible. It is the first time I've been asked by stuff to tell my personal data. Moreover, in the majority of other support chats I'm automatically warned before the chat not to tell any personal info to the stuff. Kinda embarrassing experience for a company specializing on data security, if you ask me.

Just saying. It may be a stupid point of view and wrong judgement, but as a client, I considered this as a reason to change the company managing my digital security.

Thanks.

6

2) The Norton stuff member that consulted me through the official (or at least I hope it was) help chat asked me for my email and phone number in the chat. But I have inserted them in the request form previously.

That has been the experience I have had when using the official Norton chat. It is just another step to verify your identity.

Is there something we can help you with?

 

7

Hello!

I just want to draw some Norton stuff attention.

1) Norton forum coding is a joke - when I push "create new thread" it just sends me to my profile settings page - so I can't create a separate thread =). Sorry for breaking into this one.

2) The Norton stuff member that consulted me through the official (or at least I hope it was) help chat asked me for my email and phone number in the chat. But I have inserted them in the request form previously.

I'm pretty sure that isn't what an official stuff should ask. ESPECIALLY in the company, specializing on digital security. The case number was <removed>.

Thank you for attention.

[Edit: Removed the Case ID to conform with the Participation Guidelines and Terms of Service]

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cplcharby:

Who do you call to make a complaint about Norton Support Staff?
I've had good product support in the past but today was the worst...shameful really.

@peterweb asked - Is there anything we can help you with?  @cplcharby

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Pilut2:

Make no mistake, it was the Norton website.  

Okay, I've called attention to your issue.

Now, we'll wait n' hope for response.   

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Make no mistake, it was the Norton website.  I logged on with my existing account credentials, used the chat feature, remotely accessed computer, told me I had numerous problems (I didn't) and asked for my number and he would have someone call me.  Should be easy enough to follow up.  This occurred on Jan 17, 2020, not sure of time but likely mid afternoon to early evening.

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Sounds as though its yet another issue where clicking on the first search results landed on a website and into a scam. Those folks are NOT a part of Norton nor Symantec. https://www.bbb.org/us/tx/richardson/profile/information-technology-services/brilliant-technologies-0875-90897502/complaints

Cheers

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Pilut2:

My contact was from Norton website. 

Um, do you have the Norton website URL used?

Okay.  I'll try to call attention to your issue.  

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My contact was from Norton website. 

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Called tech support and he remotely accessed computer and said I had major problems with computer and couldn't help, but to get it working would have to sign up with Brilliant Technologies for $159 annual subscription.

We always ask > were you dealing with Official Norton Support?
How did you find Norton Support contact info .... google search?
 

click > 'My issue isn't listed above'
Please fill out this form to chat online with a Norton agent.

click > 'My issue isn't listed above'
Please fill out this form and get the phone number.

Official NortonLifeLock Support is free to current subscribers.

BBB - Brilliant Technologies - Complaints
https://www.bbb.org/us/tx/richardson/profile/information-technology-services/brilliant-technologies-0875-90897502/complaints

BBB - Brilliant Technologies - Business Details
https://www.bbb.org/us/tx/richardson/profile/information-technology-services/brilliant-technologies-0875-90897502

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Norton user for at least past 10 years.  Recently bought a new PC and a new subscription.  I downloaded product and tried to install before any new apps.  Product wouldn't install (later discovered it was a minor problem with Win 10 firewall).  Called tech support and he remotely accessed computer and said I had major problems with computer and couldn't help, but to get it working would have to sign up with Brilliant Technologies for $159 annual subscription.

I only did so reluctantly and only after seeing that they had a no questions asked cancellation  policy.  The bottom line is that they will not refund money.  The email address listed for refunds is returned as undeliverable.  Is this a rogue tech support agent that is earning money on the side for each referral to this company or is it Norton policy to force customers into a subscription with another company instead of fixing minor problem themselves.

My perception of Norton has changed dramatically.

 

16

Your post about your support experience has been reported for escalation.

Is there anything we can help you with?