Why is norton so unhelpful

I drowned my laptop...watered plants put laptop on table went to bed woke up next morning with laptop swimming in water...no recovery of data possible laptop dead...went and purchased new laptop and yay I backup to Norton so no problems right...wrong...I have been through numerous chat helps and one Norton senior...the Norton senior managed to bring down my last backup but it will not open to allow me to recover files...back to chat help...they just give up...and say hey you should buy more storage for this laptop...what a laugh Norton can not even help me recover files when I was paying for backup...any advise welcome...but seriously Norton backup has not been a good experience...