Customer Service Scoreboard
I renewed my internet security license & had difficulty loading. I called the recommended tech support number and got Mark on 8-11-13 who said I had many viruses, 30 people accessing my computer and conflict with installed Mc Afee and he could fix for $300. I hung up. I called ATT Connect tech who analyzed my computer and said none of this was true. I was almost scamed by the Symantec recommended number!!!
Four hours of phone calls to at least 8 departments just to find out why my credit card was charged for something that was supposed to be free. The people who I spoke with were polite enough but didn't have a clue as to how to resolve the issue or even which department had billing information. It may be my imagination but I felt like I was speaking to a bunch of potheads. Never got an answer and had to dispute the charge with my CC company. Shame on Symantec for letting this kind of customer abuse take place. I guess the $1.60 an hour pay rate in the Phillipines is top priority and to heck with the rest of us. If there was a good solid American based anti-virus company to choose I'd be the first to cancel my subscription to Norton 360.
I recently went through an email migration to the cloud. My issue was with the Personal Archive (vault). This recent migration modified my GUID's for all of my users. For the past three weeks via email and phone I have not had this issue resolved. I have worked with multiple Level 1, 2 and even 3 support staff. My last status on my issue over a week ago was it was an issue on Symantec's side. I have emailed and called the tech I have been working with but I got ZERO response. I am calling now and asking to speak to a manager. The funny thing is there appears to be no open case for my issue. LOL
One time I spoke to the SE assigned to my "case" via a WebEx and call bridge. I lost the call but was still on the WebEx. I called back to start back our trouble shooting and to my dismay the tech that took the call said the SE went on a break and will not be back in 30 minutes or so. ... CLASSIC...
I cannot express how awful the support is for this company. In my 15 plus years as an SE I have never dealt with such unprofessional and or incompetence. I guess that is why the help desk person that I complained to said "We have a huge turn over in technical support staff here, you have NO idea".
Enjoy!
I received a PC Tune UP as a gift and used it in late June. The tehcnician solved several issues but one remained. For that he suggested contacting HP, the manufacturer. They didn't solve the problem.
Tonight I spent 1 hour and 55 minutes talking to Leah, Jerry, Jomar, Raja, Mahi (who somehow disconnected me after 46 minutes and didn't call back), and Malcom. I asked Malcom if I could speak to someone in America and he transfered me. I was on hold for another 72 minutes and finally hung up with a very sore ear, no resolution, and very bad feelings about Norton.
If it takes more than 72 minutes to reach someone in America, there must be MANY MANY people who are tired of trying to decipher heavy accents. These technicians are all very polite, and very good at the English language. They do not, however, speak American. This causes me to have to ask them to repeat things too many times which makes me feel bad for them and frustrates me.
My issue is still unresolved and I have no wish to endure another 2 hours of bad music and requests to please don't hang up, and "thank you for your patience" comments. I do not have any patience left!!!!
The only ticket number I can give you is the last one I got Iâ??m sure if you read it will take you back to the one before where Frank Gumi was the first technician..
Friday July 5th 2013 supposed to have been a holiday day off; instead I sat in front of my computer for 7 HOURS!!! Watching remedial technicians screw up my computer over and over again. I even had one just leave me hanging in midair and when I called support to get another technician the guy insisted I was buying Norton. He just never listened to what I had to say. Even when he took over my computer to read what I was saying he still didnâ??t get it. I hung up and went through the ask for support yet again then for the next part of the day I watched as another technician (his last name was something like Dcovict) undid all the screw ups and finally got me okay again.
I am appalled with the armature service I had to put up with. Isnâ??t it about time you got proficient technicians to do the job instead of oneâ??s reading from cards on how to fix things? My day off was ruined.
I think Norton needs to compensate me for all the trouble I had. I would like to hear your thoughts
I am finding it very difficult to contact Norton. I have phoned and stayed on hold for nearly 30minutes to no avail.
My old email address was hacked, hence cannot use it anymore.
The number on my bank statement is 276165600, dont know if that will be helpful.
I have been trying to cancel the annual fee since last year but l cannot get hold of you. I do not have a computer/ laptop anymore and l need my money back.
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
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!!!
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?
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.
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!!!
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 -
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
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.
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.
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.
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.
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 ?
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?
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