Norton Symantic Complaint - Customer Service - Norton AntiVirus 2006
We were having license activation problems with our Norton Antivirus and were forced to call customer service to resolve...or even find out what the problem was. There is no way to resolve activation issues on line. Normally, these issues are handled by staff. Because I happened to purchase this license, I offered to contact Norton.
I was on hold for over 25 minutes. When finally helped, it was by an individual with a heavy accent. The individual's English skills may be excellent, but I was having trouble understanding her.
She proceeded to imply my company had abused its number of licenses and we were essentially dead in the water. I was stunned. It was a 'you have got to be kidding me' moment. I offered, at our IT guy's suggestion, to reinstall all active machines to resolve the issue and prove we were under the number allowed on our multi-seat license. She kept repeating an unintelligible scripted mantra over and over, refusing to have a discussion...then just hung up on me. After 40 minutes of my time regarding a legitimate issue that is the fault of the vendor...I was listening to overseas air on the phone.
It's not just the money we spent on the service/software...it's not the hours of staff time I have had to pay for...it's not the time I could be spending running a business...it is the fact that I am the CUSTOMER. Norton, like some kind of authority, acts like we are at their disposal and have no choice in vendors.
I doubt I am alone in this revelation and will keep an eye out to see how the giant is affected, as others act on their disappointment. I have sent emails to Norton. If any resolution is forthcoming, I will update this posting.