Symantec Customer Service Complaints - page 2

the crap norton won't remove,a program that does work,norton says it is bad,but if norton would remove the trash (conduit toolbar & a whole top of the screen,filled with this stuff,norton won't remove it but rates it bad & has a high rating for removing this stuff. i am about ready VERY close to letting you have my over 200 days left,don't like your INDIAN help,last time i used them it cost a lot to get my computers out,allbecause i wouldn't buy his high priced plan.won't go there any more,will wipe the whole computer first

On June 27, Norton Internet Security stopped working on my iMac. I contacted Tech Support (which resides in India and the Philippines). They were cordial, but with a know-it-all attitude, that over time became totally infuriating. Today is July 15, almost three weeks from when my problems began. Tech support was unable to fix the problem, and it cost me at least three days, six hours per day, sitting at my computer so I could supply my password as these people uninstalled, reinstalled, and uninstalled the program over and over, until even they became frustrated. Four times, they escalated the problem to their "specialists" with promises that I would hear from them in 72 hours or less. In all this time, I have not received a single call back from Norton. Not once. And the problem continued until I uninstalled their product from both my computers forever. I will have nothing to do with Symantec or Norton ever again. They are THE WORST support I have experienced for any product or service (yes, including Comcast). When I asked for a means to contact corporate customer support, I was given a number -- but it turned out to be just another number for tech support in India! When I eventually spoke to someone at Symantec, I was told that I needed a specific name or they would not connect me. I would also have to give them all my information. My information and problem would then be forwarded to someone, would then respond to me by email ... "MAYBE." This is a perfect match: The smug contempt of the corporate office and the know-it-all liars in Indian tech support, who use promises to deflect any responsibility. Be warned: Stay clear of Symantec and Norton if you value your mental health.

raised a call over a week ago regards my endpoint protection cloud service, got a first response this morning (7 days after) wanting to know if i still have the issue! Terrible service from Symantec

Symantec phone me regularly - like 2 - 3 times a week wanting to send me a white paper. I say no and to remove me from their database. They apologise and say they will do that but then ring again the next day or two. I rtied to contact symantec directly to complain but get the same result. None!

Symantec sold me a product a "digital id" online that never worked and I never used it. Within an hour after I purchased it, I asked for a refund and they took two weeks to reply and wrote something like 'we never provide refunds... Cheers" Crummy company. Crummy products. Crummy customer service.

Had problems with ID vault...contacted Tech. allowed in my computer, after many hours...he deleted my vault never to be recovered again. Then he tried to tell me it was my fault. Have been customer with Symantec " Norton" since 1989...needless to say after subscription runs out never again.

Upgraded browser, Norton 360 became incompatible. Called/chatted support, remote login, several blue screen crashes, lost data, escalated to case manager then engineering. Engineering to call back, no call received. (10 hours wasted) Second call/chat replicated the first with identical results. (14 hours wasted) Third call/chat was more tense, no remote login, but was informed that engineering has a solution and will call me 6/5 am to implement. No call received. Calls to Norton corporate are routed back to support, or refused entirely, or disconnected.

Can you please inform me by what legal means you constantly invade my PC without my permission or consent.

I now have a mmamain.exe on my PC which is proving very difficult to delete.

I wish there was a way by which I could report yourself and other leech type companies that automatically think they have the right to download their crapware on my PC and I wish that companies so reported could be heavily fined.

I have not used any Symantech products for the past 10 years, and certainly NOT on this PC which I have only had for about 18 months - you are a disgrace of a company.

After 7 years and hundreds of dollars spent I finally had a use for restoring files on a crashed computer. When trying to restore, which was a cluster in itself, I was finally told that the "online backups" have not been received since June of 2014. Although on each scheduled update showed backup complete, that was not the case. I have been chatting and talking to Norton for about 6 hours today and this is the best they can say, "I'm sorry."
Well I'm sorry I ever downloaded their products. I will be spending the better part of tomorrow downloading a new protection product on my 6 computers and contacting as many of my business associates about my experience and encouraging them to share my experience with their friends and associates as well. Thanks Norton!

Thanks
I was having a problem with a computer, so I called Norton support to purchase one of the products. No Problem. The Indian office was very helpful until he found a trojan. I explained that I was calling because I knew I had a virus, or some problem like that again and asked to purchase a Norton product. The response floored me. He told me the only way Norton would fix the problem was if I gave him $299.00 for 1 year service. Can you imagine my shock! I tried again, requesting the $89.00 product as shown on the website. He dodged that one and again assured me I was getting the best deal. Well! I ended the call, went to the store and picked up the box version, went home, Installed the product. Problem solved! Obvious scan going on in India. NOW! I tried calling Mountain View headquarters to register my complaint. Where do you think my call ended up after dialing the 650 number. You guessed right. India! I gave the person my name, phone and reason for the call. They needed my Home address, email and other particulars so someone could call me back! Where do you think that call back would originate. Your right again. India! It's a disgrace and a obvious scam to gouge money people don't have to buy products they don't need. Why? Greed is good!
Thanks again.

I am Andrew and would like to give my comment here as my company SEP license renewed via local vendor months ago and until now there is no response for renew key or follow up for new licenses. Our servers, PC shown warning for renew the license in SEPM. We are helpless if vendor say there is no action from Symantec to issue key, etc. It make me think that if for my personal use I will not touch Symantec.

after almost a week our backup still isnt working. every attempt to reach the egineer assigned to the case has failed.

I just wanted to reinstall my Norton 360 after I had to do a system restore on my computer. I have had Norton 360 since 2010. They said I couldn't reinstall it because my computer is hacked by foreign entities. They said if I paid them over 100 dollars they could help me, since I didn't have any money I was on my own. I hung up the phone and was able to reinstall it on my own after a while. The tech support number is a scam just to try and scare you into paying for nothing. If Norton does what I am paying for it to do , no hacking should be able to access my computer in the first place. Don't call tech support for Norton 360.

One of the worst "customer service" including "managers" ever! Sat on hold for 30 minutes at a time 4 times had someone said they would call back and never did 3 times. Liars! Cant get anyone that speaks English or that you can understand to help you. If you are thinking about going with this company, you might want to rethink it!!!! Have now been on the phone for 6 hours trying to get someone to resolve a simple issue. Im starting to wonder how they keep any business!

I bought a new Norton product to replace my Norton 360 when its license was about to expire. When I tried to install this package I kept getting a license problem stating the one I have may have been used before. I called the support line and got iyogi. The lady I talked with told me she would have to access my system to help. I let her as I watched what she did. At one point in this scan of my PC she told me the license was not the problem and I had files causing the problem. I would have to pay $149.00 a hour to get my PC corrected or NORTON would NOT install. I stopped her there and removed this connection. I took the package I bought from a store and asked them for help and their service person was able to see a typo entering license. When I corrected my typo I was able to install the new NORTON package.

I think your contracted service is doing you company a dis-service.

Pretty much the least communicative/helpful IT orientated company I have ever come across.
Been sending begging/pleading letters for help with purchases/transactions for months now (purchased two products but three transactions processesed against my card).
Provided them with everything the ask of me but they just go quiet after that.

I keep getting messages that my protection has expired and I am supposed to have coverage unitl 4/10/15. I have bought and paid you for coverage twice. Once on my pc and once on my laptop. Both are supposed to be in effect. I did have a trial one for about 3 months and I know it expired. I got it when I installed Juno. Can you please check this and let me know what is going on? If you need number ;let me know. I never received a key just order number and serial numbers.

Norton has one of the worst customer service, that goes for two years in a row.. and for a paying customer too. They just will not come on the phone... They collect data on the website )God knows what they do with that - hopefully they are not selling it) before giving you a contact number and will give stats when would be a best time to call them. No matter when you call - there is infinite wait - they will just not come on the phone, no matter how many times you try to reach them. I wanted to "Renew" my subscription for a year and this is how you are treated, can you imagine if your system is infected and you actually need their help! I have realized that I do not have to stick/renew with Norton, there are other good choices, such as McAfee, and I am sure they will appreciate my business and will show some respect for my time. Goodbye Norton!

Here's a letter I wrote to Norton's head of Global Technical Support on September 24, 2014. No response. Surprise! It's clear they're like Rhett Butler in Gone with The Wind: "frankly, we just don't give a damn."



Dear Mr. Gianvecchio:



You might find interesting the enclosed transcript of a September 16 chat interaction (Incident 17915875) with a Symantec representative situated in India. Of particular note is promise of a followup phone call from Symantecâ??s â??senior authorityâ?? within 24-48 hours to â??surely fix out the matter.â?? At this writing, I continue to await such a call.



As you may also note, this chat occurred subsequent to one designated as Incident wherein I described my problem and was advised how best to solve it. The proffered solution seems to have worked but, alas, was short-lived. To the apparent consternation of no one but myself, the first representative then inexplicably revoked my product key, summarily ending my use of Norton Internet Security. Reasons, if any, remain a mystery. Equally baffling is that none of your associates has yet to exhibit any interest in unraveling the riddle other than to restate the obvious: â??the key has been disabledâ?? and to engage in classic buck-passing about having to refer the matter to â??superior authorityâ?? or â??senior managementâ?? for what seems no more than a routine first level transaction. I apologize that I did not print this first interaction owing to the belief that the problem had been resolved.



As an aside, revoking my product key triggered a refund of the purchase price to my credit card account. Thatâ??s fair. If I donâ??t have use of the product, you shouldnâ??t have use of the money.



If you think on it a bit more however, it seems curious that the same representative allegedly unable to reactivate the product key or issue a replacement was nevertheless able - without consulting â??superior authorityâ?? - to issue a refund of the purchase price, thereby ridding the organization of the tedium of dealing with a customer. Perhaps, in a perverse way, this is true employee empowerment.



But I digress.



Absent the promised contact from Symantec, I called your companyâ??s 800- number a few days later. At that time, I reached another representative in a far-away land who, advising that I continue to use Incident 17915875 in further contacts, also assured me that I â??had nothing to worry aboutâ?? and that, since calls such as mine are â??prioritized,â?? I might anticipate hearing from someone at your company within 24 to 48 hours. Or, perhaps, just a bit longer. Or, as now seems more probable, never.



Being unable to elicit any interest within your organization to address this issue, you may readily appreciate that Iâ??m having to make decisions about alternative computer security solutions for my home and business before expiry of the Norton trial version in the next few days. If or to the extent that it may be of interest to a â??senior authorityâ?? such as yourself, itâ??s unlikely that Symantec products will be among alternatives considered, particularly in light of the slipshod multi-level [non]support experienced.



Itâ??s been said that the quality of customer support defines the quality of the organization. Likewise, history is viewed as a reasonable predictor of the future. This journey has been a valuable insight into the Symantec organization. I wish you and Symantec more success in attracting, dealing with and retaining other customers.

Worst experience of my life with Norton 360 support. Originally signed up with an email address which has been discontinued for over 3 years. Tried to change to my current email address but absolutely unsuccesful in several attempts. I have had to stop automatic annual renewals to the old address and wait for it to expire. There will be no way to contact me with the old address in order to renew, so the contract will expire. I have a new address and sign on, but there apparently is no way to transfer the account to my new address from the old one. If you watch the
Shark Tank on TV, Mr Wonderful has a line that I am using now and that is "you are dead to me". I will find a new security system that is not so absolutely unfriendly to me.

Been trying to reach someone for help for two days, can't get your system to scan my computer, getting very frustrated because had the same problem a month ago you took over my computer claimed it was fixed did an update called a slim cleaner or something, I am a senior I thought I had a product that was trouble free, PLEASE HELP.

The number listed here is not Norton in Mountain View California. It is Norton support in India. The reason I am tring to get a Mountain View direct number is because Norton India and Norton Facebook or giving me 2 different answers. If anyone has the direct number to Mountain View please let me know because I get the run around from India. They do not want Corporate to know about their terrible support!!!!

Absolutely the worst support service ever! Do not use Norton!!! I was transferred 6 times before I got someone that could help and then after they ran their check-up program my computer would not even re-boot. Worst waste of time and money.

Disgusting thieving scammers! Took out an auto renewal fee without any warning, must have been hidden in the small print but took it out way before the renewal date, then rang and a 3rd party technical support told me they had to access my computer remotely to remove it even though it was installed on my others computer which was broken, then proceeded to tell me all the things wrong with my computer and try to sell me an extended warranty for £400!!! I was actually complaining about Nortons underhand sales tactics in regard to auto-renewal and they were doing it again but even worse as they told me 4 times before and got me to commit before actually admitting that there was a cost! I do not believe they needed to access a computer to be able to get a refund of my mothers auto renewal fee, they certainly didn't when they took £65 out of my mums account and that this is just a ploy to sell you something and it it disgusting as all they did was to go on live chat remotely on my computer, pretend to be me by typing the responses and get the refund this way - even then Norton tried to only give me half the money back and then when I said no tried to sell me some more antivirus instead of giving the refund - the audacity. Absolute underhand con artists that are obviously working with a 3rd party to rip you off when you are complaining about being ripped off! DO NOT ALLOW REMOTE ACCESS THEY WERE JUST SEARCHING MINE TO SHOW ME ERRORS TRYING TO SCARE ME INTO BELIEVING THAT I WOULD HAVE TO PAY OUT TO GET MY COMPUTER FIXED/SERVICED AS THERE WERE PROBLEMS. In addition to the scamming I spoke to 3 people that I could not understand, who clearly did not understand me, who followed a script regardless of how irrelevant it was to what you was sayin and just kept repeating it. I got cut off on the phone 3 times and once on live chat by an agent who couldn't even string a sentence together in english - made no sense then surprise surprise cut me of for taking too long to reply! Worst ever company for customer service as even the customer service are trying to scam you God I need a drink after that........

Today, I removed Norton from my computer, last night and this morning was the last straw, I'm going with Kaspersky. And had Staples clean my PC this afternoon. Norton's Customer Service is bait and switch.

It began last night when a whole browser screen popped up with this alert: NORTON - DO NOT CLOSE THIS - CALL THE SERVICE DEPARTMENT IMMEDIATELY. I actually wouldn't close. I believed this was very serious.

For two hours last night I was on hold. I ran a full system scan, and researched the virus with my other computer while I waited. It looked like a few years ago Norton was unable to fix them, which added to my worry. I left a message on the Customer Service Hot line and hung-up. I left my computer up all night. First thing this morning I go onto the customer service phone line again for an hour with no one picking up. I searched the Norton again to find some other numbers finally I got through to India. The guy loaded something to my computer and a log was then automatically being kept. I explained the situation and asked him to get those viruses or Trojans, whatever off my computer. He then said sure there will be a charge. After five minutes of him actually saying he was not selling anything and that I really needed this service and me saying do the job that Norton paid you to do and stop trying to sell me another service. I had this same experience about a year ago, and it all came rushing back. He even showed me a process running in the background which was not supposed to be on my computer which later it turned out it was their software. Now I've lost it.

From that point on all I said was do the job that Norton paid you to do or connect me with your supervisor. Finally, he connected me to his supervisor and again the whole dialog repeated. The underling was well training in the art of being professional liars. We are not Norton, we aren't selling you anything, but you need to have your computer cleaned and our service technicians can get right on it. It is free? Well no. I tried explaining that "sell" means to provide a service or produce with the expectation of being monetarily compensated. We are not selling you anything, you really need this and we are less expensive than anyone else, it's a great deal. "Please give me a minute to explain", they would say. And the sales pitch would begin all over again.

Finally, I got to the 2nd and believe the last supervisor. This guy came on speaking really good English and simply said to remove these viruses it will cost you $100. I hung up.

Later after cooling down I began to snippet every remaining piece of evidence. The warning that kept me up for hours last night was now gone, but the how Norton Customer service phone number that directs you to this company in India which sells a "clean up." I closed the log on my desktop and rebooted it. When the PC came up I was asked to fill out a survey. I explained that they had 24 hour to call me and arraign to do the job that Norton paid them to do or I would file complaints with appropriate agencies of the US Government. There are just 12 more hours, and I just getting warmed up.