Symantec/Norton Complaint - Symantec/Norton crashed my hard drive
LAKE MARY, FLORIDA -- On July 19th I received an email from Symantec alerting me that a program for internet security that I had purchased and installed on my computer had not yet been activated. In the email they provided a link to go to and download and activate the program.
I did that and followed the instructions. During the download a message appeared alerting me that I would have to call a technical for assistance, which I did.
I was obviously directed to the call center in India for the technical assistance. I was on hold for 63 minutes until a technician finally answered. After another 58 minutes with him, he finally told me that he could not help me and would have to transfer me to someone else. I was on hold for over 48 minutes and the someone else wasted another 45 minutes only to tell me he could not help and that he would have to transfer me to someone else. In the process of transferring me, the connection was cut and I had to call back.
When I called back I had to hold another 73 minutes until someone answered the phone and following his instructions my computer finally crashed and could not be rebooted. He then told me that he would have to transfer me to someone else with higher skill levels and that person spent the next hour trying all sorts of things to get the computer to respond and finally said that he could not help and that it was not a Symantec problem but the manufacturers problem and I would have to get in touch with the manufacturer of my computer. I asked to speak to his supervisor and I was cut off.
I called back and demanded a supervisor and after 58 minutes a supervisor came on the line and said that she had read the technicians reports on the ticket number and that she could not help me and that the problem was not a Symantec issue, rather an issue of my computers manufacturer and I should call them for assistance. When I tried to protest and explain that my computer had been functioning perfectly until I followed the instructions in an email sent to me by Symantec for a Symantec product she said that she would not be able to help me and said there was no one else with whom I could speak.
I called the computer manufacturer and luckily found a technician who was able to identify the problem. Unfortunately, whatever the Symantec program and technicians did caused a problem with the operating system on my computer and the only solution was to do a hard disc recovery operation which caused the loss of three years worth of work stored in my computer, all my files, client data and work papers.
I lost over $900 in consulting fees yesterday alone because I was tied up with Symantec trying to resolve the problem they created, plus a loss of more than $3,000 in additional consulting that I have scheduled for Monday but with the loss of the data will take me at least a week to recreate and therefore I can not provide the consulting services my client needs for Monday.
It will take at least a week to recreate enough of the data files that were lost in order to be back in a position to perform my consulting work and I will definitely lose some clients as I will not be able to recreate the data they provided and once I have to request it again, they will move to another consultant to work with.
Today, as if to rub salt in my wounds, I get an email from Symantec indicating that the reports show that my problem was resolved and asking me to fill out a customer satisfaction survey.
My offices are in a building that Symantec has 4 floors of people and no one there knows who to refer me to about this issue and no one there could provide any assistance despite the fact that one of the floors is a technical service group.
This company does not merit any confidence and I would advise anyone dealing with them to be very careful.