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Chris Breisch   .NET Data Practices
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I want to describe a recent customer support experience.  The sad thing about it is that it’s not that surprising anymore.  This happened to me this morning.  I thought about posting and removing the names of companies and products, but I decided to leave them in. 

It all started when I needed to resize some partitions on my PC at work.  I have it set up for dual boot, and I’m blowing away one of the OS’s and installing it as a virtual machine instead.  This means I no longer need the partitions set aside for that OS.

Fortunately, I long ago bought PowerQuest Partition Magic 8.0 using a web download.  I installed it, and it says that I need to activate it.  No problem.  I have the serial number in my purchase e-mail.  I enter the serial number and click the “Automatic” activate button.  The activation fails saying that I have an invalid serial #.  I check, and I have entered it exactly as specified in my e-mail.

It helps to know at this point, that some time ago, PowerQuest was purchased by Symantec.  I suspect that what happened is that my activation component was trying to connect to a site that no longer exists.  Anyway, I asked our IT department if they had any partitioning software.  They told me that they had a five-user license of Partition Magic 8.0 that had been successfully installed by some people.  Rather than go through the trouble of contacting customer support, I decide to just try to install this copy from the IT department.

Of course, the install fails.  The reason?  I have another version already installed on my machine that must be un-installed first.

No problem.  I attempt to un-install my existing copy of Partition Magic 8.0.  I click on the box in “Add/Remove Programs” and click the “Change/Remove” button and wait.  And wait.  And wait.  Nothing happens.

So, at this point I figure that I’m stuck for now at least with using the existing copy that’s on my machine.  I reluctantly call customer support.

I traverse through the automated menu system, selecting the option labeled “If you are having trouble activating your product”.  After a few minutes, I’m connected with a live person.  I give him all my customer information including my purchase date (08-AUG-03). I explain to him that I’m trying to activate my Partition Magic 8.0, and that it says that I have entered an invalid serial #.

He pauses a moment and tells me that my subscription has expired and that’s my problem.

Partition Magic doesn’t have a subscription and I explain that to him.

He tells me that it does, and starts to tell me all about the product.  Problem is that he’s talking about Norton Systemworks, not Partition Magic.  I inform him of this.

He asks me for my order number.  I give it to him.

He asks me if I have the original CD.  I tell him that it was an Internet download.  I’m pretty sure that I’ve told him this already, but maybe I haven’t.

Again he starts talking about Norton Systemworks and tells me that I downloaded it in May, 2004.  Again I inform him that the product I’m having trouble with is Partition Magic and I downloaded it in Aug, 2003.

He puts me on hold.

He returns and asks me if I have the CD with me.

I again tell him that it was an Internet download.

I again give him all my customer information.

He again tells me that my subscription has expired.

I again inform him that Partition Magic does not have a subscription.

He finally gets it.  I think.  He puts me on hold.

He comes back and says that I need to call a different phone number for PowerQuest products.  Fine, whatever.  He gives me the number.

It’s the number I called, of course.

He doesn’t believe me when I tell him this.  He says, “No, you called xxx-xxx-xxxx”. 

I say, “I’ve never heard that number. I called the number on my screen, which is the one you just gave me.”

He puts me on hold again.

He returns and for the third time tells me that my subscription has expired.

He asks for all my customer information again.

He asks me why I haven’t attempted to re-download the product.  I inform him that the website I downloaded it from no longer exists, since Symantec bought PowerQuest.

He puts me on hold again.

He returns and tells me that I do need to call the phone number he gave me. He still doesn’t believe me that that’s the number I called.  But he does tell me what to select in the menu, and it is a different route through the menu system than I took.

I grumble a “Thank you”, and hang up.

I wait a few minutes to calm down.

I call back, traversing the path in the menu given to me by my customer support representative.

I get a live person and give him my problem and all my customer information up front.

First thing he does is tell me that I need to call a different phone number, and again gives me the same number that I have now called twice!

I explain that to him.

He puts me on hold.

He returns, with an explanation at last.

The PowerQuest support group is not open 24/7.  During the time they’re closed, their calls are automatically routed to the regular Symantec support number.  This explains the confusion with the phone numbers.

I ask him what hours the number I’m attempting to call actually works.  He tells me 6 AM – 5 PM EST.

I look at my clock.  7:20 AM EST.

I inform him that it appear to me that I’m in that window now.

He apologizes profusely and tells me that he really can’t help me, and doesn’t know why the calls are currently being routed to him.  He suggests I call back in an hour.

I haven’t yet done so.  I’m afraid.  Very afraid.

UPDATE:  Day 2.

I began to be suspicious that the customer service group I wanted was available from 6 AM PST - 5 PM PST, not EST as I had been told.  So, I called again, this time after 9 AM my time.

I'm connected with an individual who gives me a different serial # to try.  Hooray!  Someone who can actually help me.

Serial # is in the wrong format.  It doesn't work.

He gives me a new phone # to call.  These people will be able to help me.

Fine.  I call the #.  First thing the woman who answers asks me is if this is my first call.

I say no.  She says, great, so you must have an open case number and a priority id number for me.

No, no one has ever given me such a thing.

So, I give her all my customer information and explain my problem to her.

She's confused.  She says her group doesn't deal with Partition Magic, but deals with Internet Security.  She wonders how I got this number and suggests I call...you guessed it...the original number I've been calling all along.

I inform her that I called that number and they gave me hers.

She suggests that given the problems that I'm having, I call back the original number and tell them that I need a new CD.

I inform her that that won't work because I'm having trouble uninstalling my existing version.

She asks me if I need technical support uninstalling.  Also asks me if I want the repackaged Norton Partiion Magic 8.0.

I tell her I just want to get to a working application, and I really don't care how I get there at this point.

She's very sympathetic, but can't really help me.

She suggests that I contact technical support for assistance in uninstalling.  She also gives me a priority ID number so that I don't have to repeat my customer information every single time I talk to someone.  She kindly transfers me to technical support.

Or so I think.

When the phone is answered, I give my priority ID number.  The woman on the other end looks up my information and finds me.  Woohoo! Progress!

I explain to her that I want to activate my existing program or uninstall it.  I really don't care which at this point.

She suggests that I contact technical support.

Huh?  I thought she was technical support.

No.  They're at a different phone #.  They also might charge me for the call, but she doesn't know.  She gives me the number, but transfers me.

I'm still on hold.

FORMAT C: is starting to look good at this point.

Posted on Thursday, December 2, 2004 8:45 AM General | Back to top


Comments on this post: Customer Service...or lack thereof

# re: Customer Service...or lack thereof
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EXACT THING HAPPENNED TO ME. TODAY!! ITS BLOODY APPALLING .. I WASTED 3 HOURS ON THIS TODAY AND STILL NO VALIDATION CODE TO ACTIVATE THE PRODUCT. TOTALLY SCREWED UP SYMANTEC SUPPORT.
Left by aRVIND on Dec 06, 2004 8:29 PM

# re: Customer Service...or lack thereof
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Have spent hours and hours trying to install Systemworks 2005 from disk and keep getting message of internal errors. No human contact from Service for over 3 hours. Is this Norton's idea of service?? Time to investigate another product. How NOT to run a business!!
Left by Pat on Dec 07, 2004 4:57 AM

# re: Customer Service...or lack thereof
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I have exactly the same problem with Partition Magic 8. I had bought boxed version from amazon.co.uk, and insalled it (and partitioned the hard disk as well). Some time later of course, I had upgraded my XP to SP2 and other updates. Now I have added new hard disk and wanted to partition it. But when I try to use Partition magic 8.0, I get erro # 1874 (or similar). Then I tried to uninstall it, but I just get installshield window for brief seconds and nothing happens. then I tried to reinstall it from the CD and guess what message I get? "Partition Magic is already installed on the PC. First remove the existing version" Damm &%$£*&&^%!!!!!. Thats what I was trying to do!

I tried powerquest support but it takes me to the symantic support, and as I expected I could not get support contact number (for UK) for partition magic. All I get is link to knowledge base and FAQ which is of no use. In short Symantic does not want to do anything with PowerQuest products. Somehow I got the Partition Magic patch which upgrades to 8.1 but that as well does not work.

In summary, I have Partition Magic 8.0 which does not work but I can not uninstall, because of which I cannot even reinstall. Basically, I am stuffed.

What is the solution left for me? Format my harddisk 'if' I want to use partition magic. But why would I go to that step to use this third (or tenth) grade product? I will leave it there thinking I have wasted my money (again) on another third grade product.

Finally since it was a new disk, I used Windows Disk Management to partition disk.

Moral of the story:
1. If you have Partition Magic, do NOT leave it in the computer. Uninstall it (and possibly restore the system) and reinstall when you want to use it. If you leave it there, you will be stuffed in future (it will stop working, you won't be able to uninstall it and because of which you will not be able to reinstall as well.

2. Don't bother to contact Symantic support. Just assume you have gambled your money and you lost.

3. Never bother to make Partition Magic work. There are other products (Acronis) which are much better (hopefully with good customer service).
Left by Another PartitionMagic Victim on Dec 13, 2004 5:54 AM

# re: Customer Service...or lack thereof
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Yet another Symantec Victim! I experenced the exact same problem. I purchase Partition Magic 8.02 from PowerQuest in December 2003, installed it on XPpro and it worked great. Mine was Internet Download also. On October 7, I was having problems with some new software, and decided to format C: and start over. When I installed PM8, it would not activate because the powerquest.com servers are no longer online. Help is redirected to Symantec, and has offers no solutions for PowerQuest Customers.

I called the PowerQuest support numbers, Symantec Support, Canadian Support which appears to be French only, the Symantec Store Download Support, Customer Service, and half a dozen other number that the kept referring me to. Pass the buck, thats all anybody would do. I tried for over 4 hours until outside the call window, then I tried again the next day. Still no help. I was so mad I told the CSR that I would never buy or sell another damn Symantec product if they were the last software compay on earth!

However, I was able to solve my partitioning problems using the emergency boot disks (2 disk set). You can create them without activating. Thats about all you can do of any use. Boot the diskettes and you can dymanically resize any supported partitions. Works great. Not quite as friendly as Windows utilites, but it works.

Good Luck,
dg
Left by Darrell on Dec 18, 2004 2:57 AM

# re: Customer Service...or lack thereof
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I got you guys beat
These guys are such fools.
I got hit with a virus and so I had to reformat just 2 partitions (Luckily.)

I purchase norton system works 2005 and norton Firewall 2005. I come home install and cant activate either product.
I restart the machine(that's a customer service answer to everything) I call the customer service line and explain my issue. He starts to activate it by phone, then hangs up on me. I reboot the machine and it wants to activate again!!

At this time Im a little agitated and get the same person. He puts me on hold for a long ass time. I get another phone and call to try to talk to someone again. I get the same dude, and start reaming him a new one. He says he is going to walk to that department and puts me on hold (2 hrs later nothing happens so I hang up)

I call the next day and the guy tells me to exchange it since it might be a bad keycode. I do as he asks and big surprise the new keycode doesnt work. Now Im so disgusted with this company but I know the store wont give me a refund so now I will grip and bitch as loud as I can till someone hears me. I will not stop until I annoy the hell out of them.
Left by Manuel on Dec 18, 2004 11:28 PM

# re: Customer Service...or lack thereof
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I have a brand new unopened box of SystemWorks 2005 sitting here. I am very tempted to return it. If it has to be "activated" online, I think I will. But what to get? I've always liked the Norton Antivirus, and the general utilities aren't bad. Except Goback conflicts with some other disk management software. Why does this stuff have to be so aggravating? Have we really come that far from Windows 3.1?
Left by Milo on Dec 20, 2004 4:11 PM

# re: Customer Service...or lack thereof
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There are several AV products out there that are better than Norton AV. First to consider would be PC-cillan by Trend Micro.

I have been through similar excruciating experiences with Symantec aka Norton. I will forever avoid their products like the plague. We vote with our dollars and as long as people continue to support companies that fail to provide worthwhile products and satisfactory support, then these companies will continue to screw their customers.

It is past time to spread the word! More and more companies are cutting back on "free" technical support. Which really is not free because the cost was initially built in to the cost of the product. Now the trend is toward "Fee based" technical support, which is ridiculous.

If the product is worth the money charged then it should not require much technical support.
Left by Robo on Dec 24, 2004 2:38 AM

# re: Customer Service...or lack thereof
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I had the same experience with symantec. After spending an hour online the guy finally told me they didn't have or didn't keep records of powerquest customers. Normally I don't use them but I searched and found a key generator that gave the key and activation code so I was able to activate my copy manually. I know it's not really legal but we paid once so why should we have to buy it again.
Left by Bob on Jan 05, 2005 10:45 AM

# re: Customer Service...or lack thereof
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It seems I landed in the same ring of hell as you guys, but for me it's just for SystemWorks 2005. 2004 came preloaded on my brand new desktop. I tried to uninstall it to no avail. So I tried to install 05 over it - assuming it might identify and uninstall the older version, but it just hung up in the middle.

It's now been 4 hours on hold - okay over two days of calling NONtechnical support, transferred to limbo or being told to call the same # I just called. I'm ready to pull someone's hair out if not my own. No way to complain - can't even uninstall what I've got and go out to buy another application! %$@#$%^&!!!
Left by lhirsch on Jan 11, 2005 8:22 PM

# re: Customer Service...or lack thereof
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Here's a copy of my letter to the store where I had purchased Norton's product (minus the actual names of the store and the unfortunate people who work at Symantec.) This is the second time in my four years of using Norton that I have had to return there product. No more. I am now with McAfee: same protection, FASTER operating system, and not the unjustified Norton intrusion into every nock and cranny of my computer. No wonder no one can uninstall this product- its uninstall procedure is no better than an actual VIRUS! I figure the best way to send a message to Symantec is through the companies that distribute their lousy products.

Attn: Customer Service Manager:

I am writing to request a refund for the Norton Antivirus 2005® software purchased from your store on December 27, 2004, and to advise you of the problems your customers may experience with Symantec. Please find enclosed my receipt, the original box, disk, and User’s Guide for this purchase. I am requesting that the full purchase price be refunded because the product does not function. I contacted Symantec’s Support on December 29 for assistance. After 2.5 hours on the phone working with the technicians, Symantec concluded that this product does not function (error message #’s 1002,1 and 1003,1). The following is an overview of my attempt to install this product, and obtain product and service call reimbursements:
December 29, 2005:
• 11:52 AM-12:08 PM- I phoned Symantec’s Tech Support number listed on the box and was billed $41 for 16 minutes, only to be told to go to their website to fix the issue. I explained that I had used their site to troubleshoot, followed the website’s instructions, but still could not install and activate the software. I was then given an 800 customer service number to call.
• 12:10 PM – 2: 00 PM- I phoned Symantec’s Technical Service group. After 1.5 hours with two technicians, I was given to Symantec’s supervisor. He stated that the error messages I am experiencing is common, and that Symantec is unable to fix the error. I was asked to complete an online questionnaire so that the company can “assist other users with similar issues”. He than recommended that I return the product to their company for full reimbursement. I also requested a refund for the $41 Tech Support phone billing since the problem was with the product. I was transferred to the Customer Service department.
• 2:00 – 2:30 PM- I phoned Symantec’s Customer service group, but was refused reimbursement for any of the $41. Instead, I was offered the SAME defected product CD “free of charge”. I repeated what I was told by Symantec’s Technical Support that the software is the issue, but was told there is nothing Customer service can do regarding their Tech Support bill, she would discuss with her manager and get back with me in two days. I have yet to hear back from her or any other Symantec service group!

The product purchased from your store does not work. In following the directions for remedy from the manufacturer I was told (at a cost) that the problem is with their product. I am concerned that after following Symantec’s website installation instructions, the User’s Guide, and being charged for technical support only to be told that it is the product, that I must now return this through the company that has caused the problems.

I have always enjoyed my purchasing experiences with (Store), and wish to continue. As such, I wish for your company to handle this return, and be advised of the problems that Symantec is having with their product and services.
Left by Joe on Jan 23, 2005 6:42 PM

# re: Customer Service...or lack thereof
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I ordered and was charged for your Norton Internet security 2005 and Norton Password Manager 2004 on order number 937545847 on January 24, 2005,
I'm still getting messages that my subscription is expiring on 2/23/05. How come?
Curtiss Moline crmoline@usa.net
Left by Curtis Moline on Jan 29, 2005 10:05 PM

# re: Customer Service...or lack thereof
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I have the same problem with Partition Magic 8 that I bought in a retail box from CompUSA in August, 2004. I have called long distance for many times and waited hours and they cannot activate my product. They also gave me different number to call but no one answers the call after holding for over an hour at many different times of the day and over many different days.
Now my PM is expired and I cannot activate it.
Would anyone pay money for a license that gives you practically nothing?
I will never buy a Norton product again, nor to use one in the future.
Left by yam on Feb 01, 2005 1:04 AM

# re: Customer Service...or lack thereof
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I wish I'd read these comments before buying System Works Premier! After installing I immediately realized it was taking over my machine.
To make this short, I now can not even boot to windows. Go-Back tells me the system is unstable and gives the procedure to correct the problem - except nothing works. Go-Back has locked me out of my computer. I can't even open in Microsoft Safe Mode. Re-booting only brings up the same Norton message. Of course, Norton provides zero support and the only number I can find for them is a "pay per incident" number. Desperate to regain control of my computer, I dialed the number. After waiting 1 hour and 10 minutes I gave up. I then called Sony support and they were GREAT! They tried every thing they could to get around Go-Back and restore my computer. They finally said the only thing I could do is re-program the hard drive, Losing all my data! THANKS A LOT NORTON!!! (anyone for a "class action suit"?
Left by Jim Herget on Feb 19, 2005 9:24 PM

# re: Customer Service...or lack thereof
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I am sure that all of these are valid complaints as I used to work for the firm that handled all of Symantec's online store customer service. So if you went to Symentec.com and downloaded or purchased the products you would eventually get to us when something went wrong. I know that there are a lot of problems with symantec products because I sampled every one of them and experienced many of them myself. Just remember a few things though as you flame the people working on the other side, nobody forces you to purchase anything and the most common problem in all of computing is still user error.
Left by pappadoc on Mar 02, 2005 10:16 PM

# re: Customer Service...or lack thereof
Requesting Gravatar...
I disagree that a lot of the problems are down to 'user error'. Norton Systemworks Premier 2005 absolutely SUCKS.

This is the latest of 5 emails from me to Symantec trying to solve an activation problem. I got a bit annoyed when they accused me of purchasing illegal software, which is a bit rich when they sold it to me!!!!



"I am now getting extremely annoyed with this.

I purchased the software from Symantec, and you can verify this by checking your records – invoice confirmations attached for your convenience.

The important thing to bear in mind is the following:
1. I activated the product successfully on installing the systemworks
2. The status screen, however shows that the virus subscriptions STILL NEED ACTIVATING. I have tried this about a thousand times without success.
3. this seems to be a failure of your software and if the CD is counterfeit, then you have supplied me with something that is invalid
4. I already had a live up to date subscription with Norton Antivirus on two P.C.s, HOWEVER since my main pc crashed last week and my BACKUP FAILED, I decided to purchase a NEW MORE ROBUST program, even though I was losing 2 months of my original subscription.
5. I fail to understand why your software is repeatedly asking me to ACTIVATE when I have already DONE SO. As I have already said in an earlier email, the problem may be due to the fact the Systemworks and Antivirus are TWO DIFFERENT programs bundled together, but you have only supplied ONE PRODUCT KEY.
6. Why don’t you just ship me a replacement standalone Antivirus or send me a NEW PRODUCT KEY for this part.

Please reply as soon as possible, as the software that I have bought LEGALLY through SYMANTEC is warning me that it will CEASE WORKING.

I urge you to resolve this as soon as possible.

Best regards,

Josh"
Left by Josh Harbias on Apr 09, 2005 7:37 AM

# re: Customer Service...or lack thereof
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I finally did get my original application uninstalled. I was sent directions including some regedit stuff to uninstall the version of PartitionMagic I had on my machine. I was then able to install one of the corporate copies and clean up my hard drive. But it took two more phone calls and one more day to get there.
Left by Chris J. Breisch on Apr 29, 2005 10:49 AM

# re: Customer Service...or lack thereof
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I puchased Norton Anti-Virus & 1 yr. download on 4/25/05. My server warns me my anti-virus has not been updated yet. Please help.
Left by Dorothy Mooney on Jun 06, 2005 12:49 AM

# re: Customer Service...or lack thereof
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Uhhh...well, I'm not exactly Symantec Support. However, I'd recommend you run LiveUpdate. If you're running Windows, then it's probably in something like "Start/All Programs/Norton Antivirus 2005/Live Update".

HTH
Left by Chris J. Breisch on Jun 06, 2005 8:59 AM

# re: Customer Service...or lack thereof
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Before you go on a rant about fee for T.S. keep in mind most people are stupid when it comes to computers, not trying to be insulting but working in a tech support area, the people that you deal can be extremely dumb, 90% of the people don't bother to read the instructions and the others are too "smart" that have all the answers and don't want to listen, The problem w/ the incorrect key is a big issue, I agree but, I have had no problems w/ Norton or Mcafee or any other programs that I could not solve w/ a little research....Teach a man to fish...
Left by Bob Smith on Jun 07, 2005 8:28 PM

# re: Customer Service...or lack thereof
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Bob,
I've been in and around tech support most of my adult life. The standards for what passes as acceptable tech support are absolutely going down as evidenced by my post. 15 years ago, you'd've never seen anything like that.
Left by Chris J. Breisch on Jun 07, 2005 8:59 PM

# re: Customer Service...or lack thereof
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someone should put together a class action suit against Norton. Does anyone know of a hack to get a purchased Partition Magic 8.0 working.
Left by anonymous on Jul 09, 2005 2:32 PM

# Please give this so attention guys
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this messege posted here
( wish I'd read these comments before buying System Works Premier! After installing I immediately realized it was taking over my machine.
To make this short, I now can not even boot to windows. Go-Back tells me the system is unstable and gives the procedure to correct the problem - except nothing works. Go-Back has locked me out of my computer. I can't even open in Microsoft Safe Mode. Re-booting only brings up the same Norton message. Of course, Norton provides zero support and the only number I can find for them is a "pay per incident" number. Desperate to regain control of my computer, I dialed the number. After waiting 1 hour and 10 minutes I gave up. I then called Sony support and they were GREAT! They tried every thing they could to get around Go-Back and restore my computer. They finally said the only thing I could do is re-program the hard drive, Losing all my data! THANKS A LOT NORTON!!! (anyone for a "class action suit"? )

THIS IS A MAJOR PROBLEM

If not solved, it leaves all users open to a forced reformatting of thier hard drives.

please consider a team effort in its correction, the second problem with this go back problem is that even after a full system restore off the boot disk from the original pc...the go back load screen still haunted start up...

please lend some skilled hands

Left by gamervoid on Jul 23, 2005 2:08 PM

# re: Customer Service...or lack thereof
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I am trying to contact symantic because I uninstalled it. I want to make sure it was uninstalled all the way but I can't get to the site because you are bogarting it while I am unprotected
Left by Jaci Ronn on Aug 15, 2005 5:18 PM

# re: Customer Service...or lack thereof
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I'm sorry, but I am doing nothing to prevent you from reaching Symantec's website.
Left by Chris J. Breisch on Aug 15, 2005 5:58 PM

# re: Customer Service...or lack thereof
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I got around these Partion Magic 8 problems by :
1- create the bootable diskette pair,
2- use the diskettes and forget about the installed but un-activated version...

It seems the diskette based one I created doesn't need to be activated...
8^)

Left by Larry on Sep 05, 2005 8:35 PM

# re: Customer Service...or lack thereof
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Actually, I think that may have been the solution I finally chose. Thanks for the tip though, Larry.
Left by Chris J. Breisch on Sep 06, 2005 8:57 AM

# re: Customer Service...or lack thereof
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I'm trying to uninstall my Norton that was a 1 yr freebee with purchase of my computer. (According to the salesman) It apparently was a 30 day trial instead. Now I can't get it all off. How do I uninstall the hidden files that didn't uninstall when I removed the program? Thank you.
Left by Grandma gg on Nov 26, 2005 7:08 AM

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My Norton security system is blocking my E-mail, I have to turn it off , leaving myself open to attach to access my mail or to send mail . Is there a cure or do I have to get another security system ?
Left by Walter Bryan on Jan 07, 2006 9:52 AM

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I recently downloaded Norton System Works 2006. Tried to download it and ran into a world of problems. I finally got in touch with Symantic and had them to refund the download and send me two discs (systemworks & firewall). SW downloaded ok, but then I could not access my isp. Also, firewall would not download, saying that there was an older version on already. Now I had gone through and deleted everything I could see on the firewall. So there was nothing else to delete. I have been unable to get symantic on the phone to help me. The rocording says I have to have a priorty number to talk to them.

Their support is virtually nil. Oh yes, they have multiple soulutions and suggestion on their site -non of which work and just lead you around in a circle.

They are "hands down" the worst product support I have ever encountered anywhere on any product.

The worst thing is I have used Norton for years. Now I am really disillusioned. Don't think I'll be going back.

If anybody has any suggestion for a good antivirus and firewall let me know.
Left by Dave Hucks on Jan 18, 2006 4:22 PM

# re: Customer Service...or lack thereof
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Walter,

I have found that often I can stop email protection (while email is closed) then close out of the Norton interface. Then re-open Norton and turn email protection on again. Then start up your email.

Toggling off and on often seems to do it. Good luck.
Left by Neilrahc on Feb 02, 2006 3:42 PM

# re: Customer Service...or lack thereof
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Larry commented on 9 2005 that boot disks work. Lacking support for activation issues with Partition Magic. I purchased VCom Partition Commander. Whoa same problems. Will not accept registration code or activate in the Window XP enviroment, and same lack of support. We did not buy these products to work in a dos enviroment unless desired. Can a person get some savvy help from the giants anymore?
Left by Lous on Jun 16, 2006 4:53 AM

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I am getting furious. I renewed my antivirus protection on 9/26/06
confirmation #760101712 and they say I ned to renew. HELP
Left by stickelmeyer on Oct 03, 2006 3:42 PM

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I'm getting plenty mad myself. Received an e-mail from Symantec that my subscription would automatically be renewed on October 26 and I didn't need to do anything. My credit card was charged on that date, but guess what? no renewal. Still getting messages that I need to renew manually. After repeat e-mails to Symantec I get a response to call an 800 number to get a refund. Which I didn't ask for, I only wanted my renewal. Tried to call the 800 number all day today and couldn't get through without a priorty code number. Went to the web sight the recording told me to go to and guess what? I get their Customer Support page and it doesn't have anything on it on how to get a priorty code number. What is Customer Service to these people? I will try to get a refund now and buy another product (not from Symantec) This does it for me.
Left by Glenda H. Gox on Nov 01, 2006 2:21 PM

# re: Customer Service...or lack thereof
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Hilarious! I have exactly the same, I had a priority number (which the system could trace). After 20 minutes Alan from India attended me. After 20 minutes and 6 holds he gave me another number. Called that one and after 1 hour got a reply. Then the connection with India was so terribly bad that we had to cut off (apparently due to an earthquake in Taiwan....) Spend about $ 50 + time for a not working program. Symnantec sucks.
Left by SymBad on Jan 02, 2007 3:02 PM

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Beware - Norton Download Error:

Norton Untilites program on my computer was due for update, so I went online and paid for the upgrade and downloaded it.

The result of this download froze my computer. I called and spent 3 hours yesterday (speaking to India-customer support) I tried again today to get help and was told I needed to pay $$$$$$ Cost for this service is $69.95.

Now, imagine, I am left without both: my orginal Norton protecting my computer & the upgrade due to this downloaded upgrade from Symantec.

Buyer beware.
Left by Moe on Feb 09, 2007 10:36 AM

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I had no problems with Syatem Works and Personal Firewall until a crash and System Restore wiped out both Norton products. On one part of their website, my personal account showed both recent renewals and subscriptions curent through 11/07 and 1/08. On a different part of their website (where I needed to re-download the products) the site couldn't find any current subscriptions! ARRRRGH!!

Based on their poor phone reputation, I tried getting help via the e-mail route. They quickly acknowledged receipt of my e-mail (2/4/07), assigned it an incident number and promised a response within 48 hours. Ha, Ha! After 5 days I sent a polite follow up e-mail, stressing the fct that I have no protection. Two days after that my 2nd follow up was not as polite. It's now 10 days since their promise of a 48 hour response. I still have no response and no protection. If we operated the way Symantiec's Customer Service Department does, we'd be out of work before you could say "Norton? Never again!". My only remaining question is how did this company attain the position of prominence it has?

Outsourcing, outsourcing? A pox on outsourcing!

Gary
Left by Gary on Feb 14, 2007 7:14 PM

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I have paid for this service (and have proof) and my computer still shows my protection will be cancelled in 10 days!!! What is going on? I paid for this with my credit card and I still do not have protection? I need the name of an executive to speak with!!!
Left by vicki Nickerson on Feb 28, 2007 8:29 AM

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I had Norton 2003 on my Computer. Bought Norton 2005 ran it without having to Delete 2003 and it installed Perfectly. Put in Code and works Great. And people should read instructions before installing. Better to be safe than sorry. Dont assume you know what you are doing. If not your Familiar with Computers.
Left by Computer Friendly on Mar 12, 2007 1:41 AM

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I downloaded Partition Magic from the web, entered the serial number and attempted to repartition Disk 1. After clicking on "Apply" the "Pending" changes, Partition Magic keeps reverting back to the orginal setting. ^&%^*&*(^&*^$$@$^%$%(&%$%^^&*()_(*&^%RT&*((*$%(&) piece of crap!!
Left by Nelson Rav on Mar 16, 2007 9:43 AM

# re: Customer Service...or lack thereof
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Have you ever tried calling them about BackupExec? Same thing - They are like this with all their products -acquired ones, and ones they wrote (um, which ones would those be?)
Backup exec is bloated and just one error message after another - seems that ALL Symantec products are this way, and very very frequently have uninstallers that don't uninstall - i.e. Norton AV (they have a Force uninstaller (that you must download) it's THAT bad) BackupExec is now several GB to install - I think it takes up more space on some of our servers than we need to backup! It never works. We use Acronis for Imaging now instead of Ghost - it's fantastic - I've never had a need to call support because the products work - unlike symantecs. Just my 2 cents.
Left by Robert Ferrentino on Aug 17, 2007 7:39 PM

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Please do not purchase symantec products.

Regards
Left by Henry Joseph on Dec 22, 2007 9:04 PM

# re: Customer Service...or lack thereof
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My Norton Internet Security 2009, is almost up for renewal but the problem is that I am unable to find out what it will cost. I cannot find a 'customer service', link.
Left by michael sullivan on Nov 10, 2009 3:19 PM

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I went to PC World today and told the chap that almost a year ago I bought'Norton Internet Security 2009', and my countdown is 40 days. I ask him is it worth renewing it, or could he explain to me why is it that norton does a daily scan and tells me that all is secure, no problems that need resolving.I do a full scan once a week to make sure(it's one of the easy things I can do on a computer), and again;'Sweet as a nut'. Only it wasn't!!!, I lost programs,.my registry was more corrupt than the 'Metropolitan Police in the 70s, and I had to fork out £40 because I had a virus. Norton told me that my computer had NO PROBLEMS, it was SECURE. The chap said " It's like locking your house, their's always a weak spot where they will get in".I said, "Yea, but at least I know if my house has been broken in, I don't say, all's well, all secure, safe, no problems do I mate".
While Norton is telling me 'everything in the garden is rosey, a bloody virus is eating away at my files.
Whats the point of renewing my 'Norton Internet Security', especially when you take into account that it has gone up from £24:45p to about £60 for same package.I asked the chap to explain it to me because I didn't understand. He just shrugged his shoulders and said, "I'm sorry sir,I have to see to a customer", and ran off leaving me no wiser.
Left by michael sullivan on Nov 10, 2009 6:25 PM

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