Symantec Norton 360 Complaint - Horrible customer service from supervisor.
On 09/10/07 I purchased Norton 360 from Symantec from online. Upon installation my computer completely changed. All Icons were changed and many other things. I want waist your time with the small things. I spent two days chatting with techs, Printing forms from links on how to fix the problem, I installed and uninstall Norton 360 three times. That was on day one. After 12 hours of dealing with them I gave up. The next day I tried again. Still not able to receive a live update (error code 5) I received a message that Critical components were missing from Norton 360. Please contact support for help to fix these Issues. When clicking on the support button (to avoid charges) IE 7 would not let me connect. Forcing me to call customer support. The Tech explained that they would be able to fix the problem at the cost of $69.99. I told her that I did not have this problem until I installed Norton 360 and under NO circumstance would I pay one penny for any service to fix what Norton 360 caused. At that time she gave me a number in which I was able to speak with a very knowledgeable Tech. He was very patient with me and explained exactly what I needed to do to get IE 7 back on line. At that time, the tech gave me a url that allowed him to share access to my computer. He began removing all information that I was told to do by the tech on day one. We were on the phone for 58 minutes. At that time the he explained he would have more to do and that we could disconnect the call. About one hour later, Norton 360 was working properly.
I switched screen names to check my balance with my checking account. It would not allow me access. Once again I had to call the 1-877-832-2810 number. After holding for more than 30 minutes. I spoke with a female tech that explained to me that you have to do a live update on each profile. 48 minutes later the service was up and running again. I felt as if I had spent two days in which I could have been making money on my computer that I should be compensated. I ask to speak with the supervisor. He heard my complaint, he indicated that he had a bad connection and would call me right back. ( he was in India because we talked about the time frame and it was 6am there and 9 pm here) About 20 minutes later I received a phone call from New York. He explained that he was told I had a problem with Norton 360. I agreed. He continued with “the problem is fixed now so what is the problem” What is the problem I have sat here for two days trying to fix my computer from a product I purchased from you. I feel as if you should at least be understanding that my time in just as valuable as yours. The supervisor offered me 60 additional days of service. I explained that is not going to work. He then stated 60 days or nothing and then hung up. No goodbye, sorry sir that you have had this problem, Nothing but a major attitude. I then called to speak with the original supervisor and told him that I wanted to cancel my subscription as well as I wanted a phone call from someone that could handle the supervisor and his attitude. He agreed. Stated it would take two weeks to put the money back into my account. He would have someone call me within 24 hours. Time passed and I did not hear from anyone.
I called again HOLDING for more than 15 minutes. Spoke with the representative gave him the priority ID number and allowed him to read the updates. He informed me that a refund had not been processed. He explained he would process the refund and I would receive the funs in my account in 24-48 hours. A little different than what the other supervisor stated. I have placed a complaint with the BBB. I also intend to write Mr. John W. Thompson (who states they are the best in customer service in article above.) In my position I would have stayed with the company, the last tech was excellent and made everything right. However, to pay 79.99 and a supervisor ( that part of the 79.99 went to his paycheck) treat me with disrespect, never say sorry for the problem, and then have the nerve to say 60 days or nothing and then hang up on me. That helped me make my decision really fast. To me it seems like Mr. Thompson is not working in the real world he must be in his own bubble where everything is perfect. I guess I will have to be the one to break the bad news to him, as if he will care. My advice, If you see Symantec or the word Norton, Run as fast as you can.