Symantec Complaint - SYMANTEC Internet protection nightmare
Thank God I am not the only one having problems with a Norton product and customer help. I was having problems with live update and confirmation of subscription for my my Internet Security Professional 2004. After 2 weeks of trying to fix it in telephone conversations with people in India who I could not understand at all sometimes, and had to keep asking them to speak slowly and repeat themselves. It was frustrating and embarrassing. I then swiched to the Technician Chat Room. I uninstalled and re-installed 5 times with no improvement. Downloaded the Auto-Fix tool which just told me to uninstall and re-install again. Then the next technichian asked me if I had uninstalled the Symantec product from THE REGISTRY??? I tried that and still had problems.
By now I was sick of going round in circles. I was constantly sent e-mails asking me if I was happy with the service. My answer, for what it was worth, was always NO. Despair made me decide to upgrade. The Symantec webpage advertised the whole package of Norton 360 as a better buy than anything else. I paid online by credit card and chose CD as opposed to a download. Don't like or trust downloads. CD arrived quickly but with no instruction manual. When I installed the 360 CD there was less than half the security products promised in the 360 package. THIS IS WHEN THE 2nd CUSTOMER SERVICE NIGHTMARE BEGAN. I tried clicking on the UK Customer Service web site given by the Customer Service page only for my Windows Security to block access to it with a high risk warning that it was not a certified or valid web page??? So here I have my Windows Security telling me, that a web page by Symantec, supposedly the world's number one internet security provider, was a definite HIGH SECURITY RISK???? and a NO NO. By now I am getting a headache and starting to get a little bit worried. I then used the Customer Service tel. number given which was a London number. After listening to an Irish ladies voice pointing out my selection choices, which I followed, I was then on hold for 15 minutes at which point I gave up. I tried later in the day, once again nice reassuring Irish voice, and had to hold for nearly 25 minutes till someone answered my call. My heart sank when greeted by a gentleman from India whose opening sentences I could not understand a single word of. I am from Lancashire in the UK and we speak very slowly and and with a definite local accent. So that did not help. After asking him several times to slow down and enunciate properly I finally got across to him my problems. He promised me an instruction manual within 5 days. Fine, but we shall see.
That sorted, I then asked him where the rest of my Norton 360 security package was. Then I am told, WAIT FOR IT. Oh they will not be available for at least another week at which time you will be able to DOWNLOAD them. "No" says I, "I don't want a download. I asked for the product on CD. I want a CD. Not a download." No it will be a download" says he, "but I don't want a download I want the CD package I was promised" says I, AGAIN. I gave up after about the 3rd attempt to get the full product CD I was promised. I pointed out that nowhere on the website did it inform me that the 360 product would not be supplied whole for at least a week, or that it would be part download. To finish I told him that the reason the phonelines were so busy was that the customer service web site was down and also my warning from Windows etc etc. Then I e-mailed Customer Services with all my complaints and questions, the main one being how did I make a complaint, what was the complaints procedure? I received an answering e-mail today, totally ignoring everything except to tell me when the rest of the 360 package would be available to download and where from. SIGGGHH!. Shortly after receiving this I received a phone call from another Indian gentleman asking me if I was happy with the service I had received with my numerous problems. "NO" says I and as I began to recite the now memorised list of complaints. HE CUT ME OFF!!!! NOW I am truly, truly, ANGRY. So here's what I intend doing. I shall start with an e-mail to BBC WATCHDOG. If they do bring this matter to the millions that watch this programme I KNOW they will be inundated by other unhappy Symantec customers. I shall also complain about the misleading web site advertising the Norton 360 to a Trading Standards Office. I am going to write with my complaints to every UK Computer Magazine and any other partof the news media that will listen. If that fails, I just might be found OUTSIDE the London Symantec Offices with a placard or placards. I shall endeavour to attract the attention of a large section of the UK media whilst doing so. Maybe I should start a U.K. protest campaign against the SYMANTEC CORPORATION. NORTON SYMANTEC PRODUCTS???? Never, ever, again.
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