Symantec Customer Service

User Reviews, Ratings and Comments

Symantec customer service is ranked #272 out of the 640 companies that have a CustomerServiceScoreboard.com rating with an overall score of 39.28 out of a possible 200 based upon 432 ratings. This score rates Symantec customer service and customer support as Disappointing.

NEGATIVE Comments

385 Negative Comments out of 432 Total Comments is 89.12%.

POSITIVE Comments

47 Positive Comments out of 432 Total Comments is 10.88%.

Issue Resolution

Reachability

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Viewing Symantec customer service complaints
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This company is the worst they do not pick up telephones and they do not connect for online support. Vault stopped working cannot login they cant fix it!!!

Anonymous 6/19/13 7:53PM
I am very upset with Norton360/Symantec and your customer service. I had purchased Norton360 for two years which ends on 1/11/2015. Since I will not be used Norton 360 now or in the future, I requested a refund for the second year which at first Laya was going to refund me $71.43. I thought I should be refunded the full amount for the second year. She gave me Evangeline who told me I could not get a refund at all. I have a customer for quite a few years and have been upset with your company. Please refund me for the last year and credit my credit card which you have on file. Anastasia Michalakeas

gracious 6/14/13 8:49AM
I was having a problem with my Norton Anti Virus could not open program and keep getting error code 8504,104 I tried the power eraser several times that did nothing, so I uninstalled the anti virus, and then re installed.Now it tells me I have to renew I have had this product a year and half And renewed for my second year in Feb 2013.

Charlie 6/10/13 2:14PM
This is the WORST customer service I have ever dealt with in trying to get what you have paid for. They immediately try to convince you, you need a PC scrub, when you just want to receive the service already paid for. When I declined, I later realized my checking account had the money withdrawn from it WITHOUT my authorization. When I contact the customer service, I was transferred to 5 different departments over an hour of my time, and eventually disconnected. I would NEVER do business with this companay again. Completely unethical, and EVERYTHING is run from out of the country--various Asian countries. Conusmer BEWARE!!!

Cheyenne 5/22/13 10:08PM
this is so amazing. I paid for Norton assurance virus removal and have the receipt,order# everything and they refused service to me . Just plain unbelievable .I am just dumbfounded and don't no what to do there is no phone to get a actual management person on the phone with

cliff 5/22/13 11:26AM
SUBJECT: Norton 360
I have purchased Norton product for the past few years and was satisfied with them. This year I purchased Norton 360 for 3 computers. Initially everything was fine. The first problem I encounter was getting Norton down loaded to my note book since it didn�t have a holder for a disk. About $98.00 was withdrawn from a checking account to pay for the download. After several calls we finally got this straight and the money was returned.
The next thing happened was a lady representing 24x7, designed to speed up my lap top computer. My lap top computer was fine, it was not slow. I took it to a computer specialist. He removed the 24x7 but the internet was blocked.. I was informed that the 24x7 was connected to Norton.
My desk top computer had a picture of a man representing 24x7. I removed the 24x7, Norton 360 stop working. Today I contacted Norton. I talked to Mark his English wasn�t that great, but he said he could help me. He made 2 attempts to take over my computer After I told him I didn�t have $100.00 to fix a problem that my Norton 360 should have prevented He said he couldn�t help me. My internet was blocked immediately.
I called the complaint department and within 30 minutes someone called me back but couldn�t help me because the internet was blocked. He asked me to check my internet connection. Everything was correctly connected. I used my internet through to my conversation with Mark. After I talked with Mark the internet was blocked immediately.
I�m writing this letter because I do not want my internet to be blocked again on this computer. I will never purchase another Norton Product because of the problems I�ve had. Is this the way your company makes money?

Anonymous 5/20/13 7:14PM
I called NortonRescue me service and I couldn't understand a word!!! This is very frustrated. Norton needs to realize if they want people to call, they need to put people that can speak. I wanted to cancel the service at this point because it wasn't worth it anymore. I will get a different anti-virus on my computer to avoid to deal with this kind of technical service.

Anonymous 5/17/13 4:24PM
The Worst Service Ever!!! Waited Over An Hour For Tech Support To Help Me Fix My Computer.. A Service Which I Paid For.. 99.99.. No One Ever Came On The Line.. Called Your Company Several Times And Got No Help.. People Kept Transferring Me With No Results!!!will Be Cancelling My Service And Will Never Recommend This Product Or Your Company To My Business Associates Or To Any Of My Friends!!!

Anonymous 5/11/13 2:26PM
my brother gave me his laptop 2 yrs ago and I have been trying to change the account into my name since then, Norton has no problem taking my credit card information when renewing and taking my money but I cannot do anything else without an account number which is still in my brothers name-Ive spent at least 10 hrs on hold for help to transfer it into my name but nobody answers the phone, ALSO I GOT A MALWARE VIROUS THAT SHOULD HAVE BEEN PROTECTED-IM PAYING FOR THE SERVICE-IM VERY UNHAPPY -

KAT 5/3/13 3:25AM
I want to cancel my account with Symantic

(Norton Software) I've called your

Customer Service # & can't get anywhere

with them. I don't want my account renewed

this year. Thank you, Pearl R Butch

Pearl Roz Butch 4/29/13 2:18PM
It is discussing that you do not have any customer service employees in the USA. I can't understand the people that are helping us in the USA. Signed Sylvia Jean Folkestad

Anonymous 4/24/13 9:07AM
Got pushed in to purchasing a new 360 when I already had a current version, then paid for tech support but never received the support. have spent in excess of 14 hours on the phone on hold and still not got anything resolved. Finally fixed it myself. Norton quoted $68 for tech support then charged my card £69.99 ($104). Cant get hold of anyone on the phone or get an email address to complain and get a refund for support that was never delivered

patrick 4/17/13 7:36AM
I have notified Norton Symantec several times about E-Mails from Norton Symantec about Norton 360. I keep getting messages that my 360 has expired. I purchased a new 360 from Staples here in California. I even had to ask for help to install the new program because the instructions in the packaging did not mention anything about having to delete the old progam before installing the new. I thought that it was all o.k., but now I'm receiving these messages that as of March 21 2012 my Norton 360 has expired. I have tried calling several phone numbers on this matter and got through to, I beleive India. The person that I spoke to then stated that he would take care of the situation, but I am receiving these messages again. I have been on hold now at phone # 1(800)745-6054 for 58 minutes and am tired of this nonsense. If Norton has deleted my new 360 program from my computure someone is in big trouble and this incident will be reported. I can't beleive that there are so many people before me. It is now 4:45 which means that my initial call came in before 3:45. I expect an E-mail from Norton Symantec within 24 hours and if I don't the consumer protection agency here will be notified and I expect a class action lawsuit will follow. Your customer service is terrible.

abcd 4/13/13 9:15PM
On May 2011 my anti-virus contract for my computer expired,and your company reminded me at respect.I renewed my contract and receved the order confirmation # NPI/12454766.I paid my fee with my AMEX credit Card and same shows collected by your company on 6/3/2011.

I have not received your anti-virus protection service to date.I have yried to contact you many times by internet,E-Mail,and even certified mailed without success.

Please reimburse me for the amount paid.

Symantec 4/9/13 4:41PM
NP166371441 is the order number. I need to get a credit for when I ordered the pC clean up for $8.99. When I when to use if after speaking to a rep. I ened up paying for the tune up & clean up bundle for $ 69.99.So I was wondering how I would get credit for it.

adamier3 3/28/13 12:35PM
I have had two recent experiences with Norton tech service. One to assist with download of 360 and one to resolve a question as to why I needed to renew "internet security" since I thought 360 covered that. Both sessions were too long and the last ended with an offer of $399 to keep me problem free for two years.

Oh how I wish I could talk to someone in the USA re this issue. I'll never use Norton help again. Re-up is doubtful.

Anonymous 3/27/13 5:40PM
I Purchased Norton online backup 25 GB for 49.99 And I'm not able to download.It says this product is on backorder,so when am I able to download this product,I was charged.My order comfirmation number is .Matthew L.Stern

Anonymous 3/22/13 10:43AM
Horrible customer service. I could not understand the person I was talking too. They could not speak English very well. I was pushed on purchasing a "updated" 360 product. Yet I had just purchased their 360 product 3 days ago. And I added on the anti-virus removal. But they would not help with the virus removal until I paid additional money for the "updated" 360 product. Why sell an outdated product to me 3 days prior and not help me at all. Customer service absolutely horrid.

step 3/20/13 12:45PM
Response time is exceeding long. On Sunday evening I called one of your support numbers twice and was put on hold for ovr a half hour each time. I finall got disgusted and hung up.
On another note I called another number and got a live person. I told her I could not acess my account because it would not accept my password after it was successfuly changed. She told me I had a virus and wanted to connect me with a technician ( at a price) to fix my problem. I told her that I have subscribed to Norton so that I could not get a virus. This was the second time I was told I had a virus when I was getting popups. I got that corrected via another source.
I have been waiting patiently for a chat support person. I have yet to get someone. What is wrong with you people. What do I have to do to get some help other than having to pay for it ?

Robert 3/18/13 6:36AM
I Bought A Norton Disc From Wal Mart Store In New Martinsville, Wv. I Tried To Install On My Computer, But, It Showed It Was Locked On The Screen. I Did Everything According To Instructions On The Card. It Didn't Launch Norton Install. I Took It Back To Wal Mart, And They Seen The Receipt,and Said That It Was Activated At The Checkout, But It Still Showed Locked On My Screen. They Wouldn't Rescan, Or They Wouldn't Return My Money. What Can I Do?

Anonymous 3/18/13 5:41AM
Customer Service from India - 45 minutes on hold!

No satisfaction!

Hire folks fluent in the language!

Gulliver 3/14/13 10:05AM
I had service by Norton service on March 12th and it was a total scam. I was charged $200.00 and told my receipt would print . On the 13th I found that my computer was full of virus and called back and found that there was record of my paying $200.00 and no record of the call on the 12th. It cost me additional 99.99 today and my system still has problem. They also removed Norton from my computer(now that saying alot about your product) I would appreciate it if someone would contact me about this problem.

Jack Mazza

Jack MZZA 3/13/13 12:56PM
Out sourcing jobs to foreign countries,in this case, should be a red flag. As some of these reviews suggest the frustration level of having computer issues is increased exponentially by speaking with someone the customer is unable to successfully convey what the actual problem is. While im by no means a strict isolationist,Symantec would do itself a favor by having employees that speak The Kings English. Getting the hard sell from someone fluent in English is bad enough. Getting it while your objections and legitimate concerns are blowing by someone who cant actually grasp your meaning is.. deflating. Profits aside, it doesn't "pay" in the long run to be "penny wise and dollar foolish". Especially if you have a sub-par product. About 7TH Circle rating.

DANTE 3/10/13 10:12AM
Have been a Norton/Symantec customer for years but they support is terrible. I would like to speak to someone in America so that I can explain to them the problems and have someone explain to me in a language that I can understand. I have purchased several Norton/Symantec software programs that I can NOT use. Unless I can install the software, I will never purchase any NORTON/SYMANTEC products again.

BILL 3/7/13 9:06PM
i was trying to call Symantec people but was unable to connect then came to through that Symantec people 9am to 5pm Monday to Friday and i was only getting the voice response that we are facing the heavy call volume why to lie that they have 24*7 service when they are closed on Saturday and Sunday.Symantec is scam company........................

Anonymous 3/5/13 8:11AM

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Viewing positive Symantec customer service ratings
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I just worked with Nilsgorette Tabiosa and it was great! He answered all my questions and heled me out a lot. Very knowledgeable about the product and helped me every step of the way. This guy needs a raise!

Anonymous 6/3/13 11:24PM
I was told I had a keylogger by some scam guys trying to sell me something. I had paid for Norton anti-virus. I did have to wait for a 30 minutes until I got someone but finally got someone who was obviously from India but was very polite and helped me quite a bit. They got the computer cleaned up and working. Now, this was just today but I am very happy. The rep was nice and polite and her supervisor that came on at the end was nice. I paid for the entire service but I could not remember if I had or not and Norton told me I had purchased the entire package and had anti-virus protection. If they were scamming me, they could have lied and I might have believed them. So far, I had a good experience.

misha 1/7/13 4:46PM
I thought this went pretty well. Norton has some known issues and my guy knew what to do. Took a while to connect but hey, that is the problem with known issues.

Anonymous 8/6/12 8:05PM
I would like to thank Partha Roy for the EXCELLENT help I received for my issues with Identity Safe today. It was greatly appreciated and was handled with great friendliness. Was not painful at all.

Anonymous 7/30/12 3:53PM
I would just like to tell you that I had the most intelligent, nicest man to deal with today. You are so lucky to have such a guy. He solved all my problems in great time. Because of people like him I will never have anyone else but Norton. Thank you!

Clmohney 5/29/12 9:09AM
5/23/12. I just dealt with Srinivas Ponnaganti. He was so amazing. He spent major time with me fixing a very unusual problem(thanks to HP!). I'm sorry & depressed to read about the employees who aren't happy & treated badly with this company. Tech support specialists like Srinivas, deserve to be treated like the company is happy when employees go above & beyond. This is when employee incentives are deserved!!!
By the way, the ratings below refer to my experience today with Srinivas Ponnaganti!

conormoan@ymail.com 5/23/12 6:14AM
I just had a chat/support session with Tejendra Reddy starting 11:43 AM finishing at 12:19 PM. She was such great help to me. She actually remotely accessed my PC and cleaned it all up for me...To me this is amazing. I have an IT guy at work, now I feel like I have one at home too. Thank you soooo much for having Tejendra there, she is a great asset to your company.

Carole 4/17/12 11:23PM
Symantec's customer service is awesome. Due to computer problems I wanted to restore my system using Norton Ghost 12. Not only did Symantec provide remote computer technical support and run the backup, the service was done on a weekend and at no charge. Needless to say I am very pleased that Symantec values the customer relationship and provided support for a legacy product.

John V 4/1/12 7:01PM
Hello my name is Patti I was having problems with my computor and went on line with customer support.i waited less than 2 minutes. my tech. was Sreenivas pasupathi kottala he went through my computer and fixed the error messages and when i informed him of the vertual memorie problems that were not related to your program he took the time to help me until i was completely happy unfortunatly i need more problems but he was patient with me very curtios and helpfull with all of my needs and questions. thanks

Patti 3/29/12 11:42PM
I called Norton for support and i had errors .
I spoke to a guy from India and the support agent was awesome .
And its the best service that we can get from the technology.
Indians are the knowledgeable people .
And posting about India is unfair.
If you all feel that we dont understand English then its not our mistake .
Its your mistake that you have to learn English.
Indians are the only people who speak different languages.

isaac 3/27/12 12:03AM
i was upset about my computer that it was slow and freezes very often . i had norton from the past 5 years i got in touch with the norton guys and they fixed my computer now i am satisfied that i had norton if you have any problems call them at 1 877 593 7086.

david 3/2/12 12:47AM
Been using Norton for many years by now, i must say the new version of Norton is the best antivirus services available on the market. It is very compact, light yet powerful. Found many threats on my PC and prevented and deleted many threats and viruses.
Customer service is pretty good, they are all well trained technically by symantec. Yes, there is an issue with call waiting, they must solve it.

Joseph

Joseph 2/27/12 5:24AM
OK - I did have problems. Some sort of Trojan Virus did get by Norton, but . . . . . I contacted their support team and between the two of us, the virus was irradiated and its 'damage' repaired. Such is life. By NO MEANS am I upset with Norton that the virus got thru. Virus makers are bastards pure a simple. Norton was there to help (and they helped me very efficiently). The Techs that I worked with are Kasari Peyyati (part time) and Naveen Kumar V. (most of the time) They did a great job and for that I am thankful. KUDOS to Norton !!

mark 1/10/12 11:20AM
for the employee who left the comment you are somewhat right.But the customer call you for help that your job. Am sure that if the table were turn you would be acting the same way. So save it my brother. and get people that speak english and nicer to people

Anonymous 11/10/11 9:36AM
My subscription was expiring, so I purchased a one-year renewal subscription. I was surprised to see the day after my "old" subscription ended, that my computer was at risk. After trying, unsuccessfully, to "fix" the problem myself, I called customer service and the glitch was resolved in a matter of a few minutes. It appears that my computer was not recognizing my new product key number. After I entered it, it was accepted, and I was in business. Thank you EUGENE for your assistance!

DiscoDee 8/21/11 1:53PM
I just completed an extremely long converstion because i am unusually computer illiterate-but the person who helped me "navya" was beyond reproach! What an excellent experience i had case # 547343 Again THANK YOU NAVYA!!!!!

collier9232 7/20/11 9:51PM
I have just had the most wonderful experience with one of your technicians. Unfortunately I forgot to write down his name. Everything he did for my computer worked out so very well and I just want to thank him so very much for all he did.

Audrey Smith

adrysmt 7/10/11 7:20AM
Someone saved my life tonight, and you are so lucky to have this person working for you...a one pleasant, kind and patient, MajidS. she is awesome!!! she had so much patience and saved my head from exploding. she was so nice, she actually calmed my anxiety of my life's work just being wiped out of existence...yeah, I was freaked out...she was a HERO! I cannot say enough great things about her, she amazed me!!! I really appreaciated her help, I hope you appreciate her...she is a TRUE asset to your company!

(hope this is right) Majid S 7/5/11 12:55PM
Very impressed with the lady that assisted me with problem Case# 505419274!

She represents your company very well.

Neo 6/15/11 10:20PM
We had a technical problem installing norton and our analyst was VinayKumar Thirunahari, he was extremely helpful and efficient and very polite. Thank you.

rogo1974 6/7/11 10:43AM
Yesterday I spent over 150 minutes on hold and hung up. This morning I spent over 120 minutes on hold and hung up.

Checked out this web site and read the torture folks have gone through with Norton software. Took a look at the Positive comments and found the resolution. Dial the 877-294-5265 number and chose option 2. I needed a cancellation of an automatic subscription update, which I was able to obtain after waiting about 5 minutes on hold. Had them search on my credit card number(first 6 numbers, last 4 numbers), for my specific renewal date and amount. Looks like a fraud case, but Norton likes to dispute any charge. At least I'm already using a new credit card from my credit card company(USAA). They went to bat for me and I provided them the 9-digit confirmation number for this cancellation. Hopefully, they will get to the bottom of this matter. I've done what they required.

helping-people 1/19/11 1:34PM
I had to wait about 45 minutes, but got good service when I finally got through

JDATM 1/8/11 10:42PM
Amazingly enough, this number worked for me. I was on hold less than 5 min before they answered. Altogether, it took 17 min.

Anonymous 12/14/10 11:53AM
Several times I had a problem with my virus protection. Each time, I had only to click "Help and Support" on my Norton Internet Security page (Yes, I am a Symantec customer)and I waited only a few minutes before I was able to chat with a tech, who was able to correct the problem for me. I do like this service....

Anonymous 9/12/10 10:29AM
I was able to speak with a live person at the billing number listed above - after a
30 minute wait. However, my automatic renewal cancellation and refund was handled to my satisfaction. It was, though, very difficult to find this number...

Michele 8/23/10 3:20PM

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I was a Norton tech support exec and i have just gone thru the comments posed by you guys..
First thing is that YOU guys lets us know that u r not a tech savy.. on the contrary., you will not leave us to work in the computer as well.You dont even know the name of the opearting system that you have in your computer .. you are dont know how to open the Norton program.. then how the hell do you think that we can help you..

Secondly.... You will change your Email address atleast two months once.. you will call us to get a refund a billing which is registered under an Email address which is atleat 3 or 4 years old and the funniest thing is you dont remember it also...have we ever told you that we are not going to process a refund... God!!!!!

Thirdly... you dont nothing about the pop up that you get .. you dumbly click on it and you get a virus which is your mistake and you call shout at the tech for having a virus in the computer which obviously got in only because of the reason that you clicked....

finally.... You shout at Norton for not hiring Americans as support tech.. for your information .. No American tech is ready to work for ten hours (with halfan hour break ) for a monthly salary for 250$.. and they would not stay calm .. sitting like a dead duck when you shout at them with F's and B's...

Try to understand that we are trying to help you and we are striving to protect your computer..

BOB 5/30/10 4:43AM