Symantec Customer Service Complaints - page 3

Starting on Thursday Aug 21 through late Saturday Aug 23 I dealt with Symantec's cust svc. For some reason Ghost was not working on one of my machines. The support rep used NPE and NRT to remove all Symantec applications I had besides Ghost (NIS and NUtil). He took the "liberty" of disabling most of my Windows components at the last minute. I saw him (JOHNSON) do it and asked him why. He said not to worry. BS!!! After I rebooted and went to a web site, I noticed that Java Script didn't work. So, I enabled that. Other instances followed. I complained and got absolutely nowhere! Since Symantec discontinued Ghost in June 2014 I was able to re-install it myself after finding a page on Symantec's site.

Late Saturday I saw an email from Symantec asking for a review of their "support"! I started a chat support session. It seemed as though the rep was taunting me. I told him that Adobe Pshop did not "see" my DSLR when I attached it to my computer. He said I should call Adobe for tech support.

I have since removed all Symantec products from my machine other than Ghost because it has all my backups. I will NEVER use Symantec/Norton again.

Do not purchase PC Cleanup service as Symantec will not know how to deal with it. They transferred me to 4 different telephone numbers with a total hold time of nearly three hours before I concluded it was a scam and my money is gone.

the customer service is the worst I have ever had to deal with. I requested online that the ultimate help desk be removed and noticed I had been charged 2 times since even after I asked the online rep. 3 times that I would not be charged anymore and he told me in detail that it was cancelled and there would be no more charges so since I received more charges I called and was waiting for 1hr and 30 min. all to be told I would have to call another number. so I called the number they gave and had to wait another 15 min. all for them to tell me they could refund the 2nd charge but not the first charge. I finally said "fine whatever just give me the 2nd months refund and Ill eat the other charge so I don't have to deal with yall anymore." I even told the rep. I had never even used the ultimate help desk and they still wouldn't give the refund. they say that they have no way to look at the chats that you had with online reps. which I don't believe and if they really cant then that's just ridiculous and especially for a billion dollar business. they obviously could care less about any of their customers. I WILL NOT SUBSCRIBE TO THEM EVER AGAIN AND I SUGGEST THAT OTHERS DONT EITHER.

On 2/3/14, I thought I had a virus on my computer and contacted them. They made me pay, UPFRONT, in order to escalate my issue. I paid $89.98 to have my laptop addressed. It turned out to be a hardware issue, whereby the tech assured me they would cancel and immediately refund my charge. He told me he needed to transfer me to the billing dept where I held for over 135 minutes! Without success, I hung up and decided to try at a later date. Nobody will tell you that: a) the number listed on your bank charges is a totally different department that does not handle billing, let alone refunds and customer service issues, b) that once you call, you must be transferred to, at least, 5 different toll free numbers to reach the correct NORTON LIVE Billing and Refund department, aka Customer Relations Dept at 877-788-4877. BEWARE, this is the ONLY number you need to call in order to request a refund if you have a NORTON LIVE subscription that charges you $89.98 upfront, then $19.99 per month - do they display this anywhere? Do they inform anyone of that? Absolutely NOT. I had to find that out over a 5-month span of unsuccessfully sitting on hold for hours on end, being transferred to bogus departments that tell you they escalated your issue but NOBODY ever calls you back.
1) Call 877-788-4877
2) Request Customer relations dept
3) Document the name of the person
4) Demand a CASE # that NOBODY will offer to provide you unless you ask for it and that is the ONLY way to ensure that your case is documented and actually escalated
5) Only after 58 minutes of arguing, was I able to obtain one month's worth of refund, with the rest being 'escalated for review' again, whatever that may mean.
6) Demand a cancellation confirmation number, not to be confused with the case number!!!

Are you kidding me? And to have the gull to tell me that I did not try hard enough and that, had I tried, I would have reached the correct department? This company, Symantec & Norton Live are a sham and a fraud!!! BEWARE!!! You're better off with the Computer Geeks down the street for your tech support and virus removal!!

I have been mislead on numerous occasions by Symantec support on the use of Backup Exec. I have now lost two weeks of backups of my file server because a support "engineer" was unable to properly configure the backups. I had an engineer setup the backups because the previous setup was so flaky that I couldn't get reliable backups for more than a week without some kind of inexplicable error.

Symantec is the absolute worst company I have dealt with in my over 10 years of IT experience.

If anyone is considering a Symantec product, I would highly advise you to look elsewhere. Anywhere, under a rock in Russia, at the bottom of the Pacific Ocean, asking your neighbour's ten year old child would probably get you a better product and support.

I will NEVER recommend Symantec to another soul as long as I breathe.

If it were possible I would provide a rating of -10 for each category, but since I am unable to, 1's will have to suffice.

I have been trying, without success, for an hour to advise you of a change of bank details as my accoumt expires on 13 June and will be taken out of my oy account on 29 May. What shall I do to inform you of this information?

i have spent all day trying to resolve a problem with restoring files back on my computer. all my videos are missing and i get a message that says some files couldn't be restored. since 11:25am i started chatting online with a technician who logged into my computer and started a restore process. he said that should fix problem, if not to call in. it took about an hour for the computer to restore. but videos were still missing. i called back and they did the same thing not taking into account that i had already done that on my own 3 times plus once with tech help. it took another hr to restore. nothing happened no videos. i called again and was told i had to be transfered to a manager because they couldn't do anything. i spent 3 hrs 5 mins on hold and then call got disconnected. i called back and told rep what had happened he then said he had to transfer me to manager because he couldn't do anything either. i waited again 3hrs 6 mins and call got disconnected again. it is now 9pm and my problem was not resolved. a whole day wasted. worst service ever. they do not know what they are doing.

I cannot speak to anyone in U.S.A.!!!, through any numbers listed on your sites. I do not want to wait 24 hours to speak to a company who's services I've been using faithfully for a number of years. Would I receive a 24 hour grace period if my yearly dues were late? It would appear to me, that it's all about money, not customer satisfaction.

Sincerely,
Unhappy Subscriber

I purchased Norton in January and tried to install it but it said the Code had already been used, I ask for a refund from Symantec and went out and bought another virus protection from Walmart here in Ontario. I installed it and never had a problem until this morning when a message appeared on my computer telling me I had 15 days to re-new my Norton anti virus. What is going on with this company,I just paid for the protection and I have the receipt from Walmart to prove it. Wake up Norton and check my installation date and my Code which was accepted when I intalled your product . Wayne

To keep this unbelieveable example of inferior customer service short, after talking to an India based "customer (dis)service agent" for almost an hour (who wouldn't transfer me to someone in the States) I hung up on him. I then went to the web and found Symantec's Corporate Offices. I have now dialed that number half a dozen times. It is 10:40 AM Friday, February 21st. The Voice mail says for me to call back during "normal" business hours M-F, 8:00-5:00 PM it then automatically hangs up on you. Last time I checked Friday at 10:40 AM is during normal business hours. But since Symantec does not want to talk to it's customers, especially to hear of problems with their off-shore based "helpless desk" they don't answer their Corporate Number.

I received my credit card statement on Jan 17, 2014 of charging the annual renewal of Norton 360. I phoned to Norton customer service to cancel this renewal on the same day at 4:05pm, the customer service representative named Jennifer. She got my email address and telling me that it takes 3 to 5 business days for the processing of the cancellation. Today is Jan. 21, I wonder if it has been cancel? I am looking forward to hear your reply. Thanks.

First Tech Was Incompetent And Needed To Transfer And Told Me I Would Be On Hold For 2-3 Minutes - I Was On Hold For 1 Hour And On The Phone A Total Of 4 Hours - Reps Were In India So There Was A Language Barrier - Norton Was Having Server Problems - Am Cancelling And Moving To Mcaffee Or Sophos Based After Comparing Services

it would most certainly be quicker to ask an archaeologist, because by the time one reaches the top of the waiting list initially asking for support has become ancient history. one might be best asking anywhere but norton, even their competitors would probably give advice on norton products for you if only to show you how shameful norton support is.

flipping awful. i try and contact them to resolve issues with the online chat and get put on an flipping 80 person waiting list. avg or malwarebytes provide plain old email addresses and online chat with waiting times of about 35 seconds. norton it seems has no value for it's customerrs as after waiting about an hour for a connection in chat it inexplicably cuts off with a bovinefaeces message of "circumstances we cannot control" and puts me back on an Flipping waiting list.

Customer Service number no longer exists. How can I get in touch?

I purchased Norton Internet Security from the Source and tried to install it on my computer,it said the Product Key had already been used. I tried three times with the same results. The store refuses to give me a refund.I also noticed the box had been sealed with clear tape. Trying to contact Norton is a joke.

Years ago I purchased Norton Ghost and have been using it to back up my C drive. Recently I lost everything on that drive and had to start over. I had 3 separate backups on separate external usb hard drives. However, Ghost failed to restore any of my over 1 million Outlook email messages. It worked for about 4 hours and didn't even produce a pst file. Each of the 3 backups failed the same way. This suggests a problem with Norton Ghost itself (version 15.0). The issue was with a level 2 case manager at Norton Support (case # 126 821 77). They promised to call me back last week but didn't. So last night at 7:22 pm I called them, using the number that was supposed to be "direct". I was in a phone wait until 9:05, almost 2 hours later. That person took control of my computer through a chat window, and explained that he was lower level support. He said he will transfer the chat directly to level 2 support. I waited almost another 4 hours with nothing from level 2 support. At 1:03 am I had enough and went to bed. In the morning I found that level 2 support had responded in the chat window at 3:57 am. There was also a phone message for me, saying to call them again. I cannot afford to spend this kind of time in their wait quesues, and I really don't believe they can get my emails back even if I did. Norton stinks, and my investment of time and money in the Ghost product was a terrible waste.

My Internet security licence was automatically renewed which I cancelled within 9 days and followed up monthly with 4 reminders when I did not received any acknowledgement or refund. Chatted online with Norton Support today and was only offered a 40% refund being part of policy. This is unfair treatment when Norton didn't respond to my cancellation nor did I download or use the renewed licensed product. SO to maximise profit, Norton only need to ignore its customer. Good luck to your company policy. I will reconsider all my other licenses with Norton.
D Soong of Western Australia.

You have 2 sites that try & scam people... Norton acct. & norton anti-virus software & spyware removal! They tried to get 199 bucks to do a tuneup on my laptop just because I called needing help to install the new norton I bought from you online, never again!!

You are contracting with some shady people @ Norton Acct. & Norton anti virus software & spyware removal as I had trouble replacing my old norton & called them & they told me they needed 2 hrs with my computer to tune it & install norton for 199.99 & I said NO! I bought your product online & just needed tech support but they had me type in http/logmein123 & a guy named Jason tried to tell me if I didnt want to pay 199.99 then it would be 49.99!! No I will not pay any idiot more money after I have purchased a new Norton!! Why do you not have english speaking people working?? Is it corp greed that makes you outsource to foreigners?? I will NOT buy another norton after being with you 7 yrs & I will tell everyone to beware!! Elizabeth Dodd

On 11/14/13 I found my pc to be slower so I checked my Norton file to see if all was up to date. To my suprise my pc protection was dropped. I checked my laptop and all was ok with 75 days coverage remaining.I was on family plan for 3 computers.I called customer service@ 8:02PM.The display said to expect a 5 minute wait.At 8:45PM I hung-up.My case # was.I will go buy another service.This was NOT the first bad encounter with Norton BUT it will be my last. BOB

Tonight I talked with 3 different agents for over 30 minutes, repeatedly giving each of them the same information and requesting that they cancel my NortonLive service that I pay $31.19 a month for [since it can not be done on line]. After 30 minutes, I was told that the office I needed to talk with to cancel this service was closed.

I protested and the agent agreed that he would have the appropriate office call me in the morning after 8 am my time. I hope they follow through.

Your website is very hard to navigate. All I wanted to do was renew my security for one more year using a different charge card. I was able to do that on Oct. 6, 2013. Before I found where I was really supposed to go to I did a software upgrade for $43.29. I did not really understand what I was buying, but thought it would be the renewal I sought. It was charged on my charge card, which I had given permission to do, but I still don't know if that upgrade I purchased was really necessary just to continue my subscription. I was charged $43.29 on my Discover Card for software and $75.76 for annual renewal. Please advise if I really needed that $43.29 purchase just to renew. I want to be notified each year before my subscription for the renewal runs out. I do not want to automatically be renewed. I need to decide if I can cancel the software purchase for $43.29 and still have adequate security. If you could just list my previous order when I log on, and give me an option to renew without searching all over the place, I would deeply appreciate it. Betty Bibb

I am very disappointed in the service I have received from Norton security on their billing. I was assured I had coverage and found out I have none and have been billed two times on my credit card. I intend to call my credit card supplier and have charges dropped and plan on not having anything else to do with Norton. the number on the billing was NP and done on 9/20/13.

My wife purchased a I pad on Sept 1st 2013 She needed security on it so we went threw Norton on line. We have Norton on are other home computers. Well she was billed twice on her credit card 29.95 So she called Billing and the person she talked to her name was Kathy must have been having a bad day because she was rude to my wife all because we have two Norton accounts one in my name for the laptops and one in her name for the I pad. We have one I pad are Symantec that we bought for the I pad covered Three devices phones are I pad not laptops are tower computers. So why would we purchase it twice. So to cut it short. Kathy refunded my wife credit card.that was good. But she cancelled my Norton antivirus on my account and refunded my credit card what a joke and customer service All because we had two accounts showing up. Gilbert.Bailey