Comcast Corporation Complaint - Comcast offers Norton but resolution for the problems associated with installing it
PALM BEACH COUNTY, FLORIDA -- After Comcast notified my husband and I by e-mail that the Mcaffee security suite included with oue Comcast internet service would be expiring, we were prompted to installed their "new, free, Norton Security suite which would automatically remove McAffee (the previously offered internet security protection softwear program included with our internet service).
While I attempted to install the Norton onto my computer, I began receiving messages that it was having problems installing because of my operating system (windows 7). I immediately aborted the installation and removed all part of any of this Norton program ended up partially installed into my computer and continued using my Mcaffee (since I had a lengthy subscription included with the purchase of my computer. My husband on the other hand did not have any other security softwear program installed on his computer, other than the McAffee previously offered by Comcast. Immediately following the installation of the Norton program, onto my Husband's computer he noticed his Microsoft outlook would no longer send and receive my e-mail.
Since we found this problem, we have already wasted more than 30 hours of our time since last week, talking to Comcast techs and supervisors on the phone only to be walked thru the same basic steps we had already done every time and then ultimately told the same thing by all of these Comcast employees...."it's a problem with Norton & you need to contact them".
Most recently, over the last two days, we have spent over 12 hours on the phone and internet with comcast's techs and Norton customer service techs located in India in an attempt to fix the issue. Much of this time was wasted asking the customer service rep/tech in India to repeat what they said becasue we were having a very difficult time understanding what they were saying. What we experienced with the Norton techs is that they appeared to be very well trained in mostly being able to say "I'm sorry" and they want to remotely removed the Norton program from your computer while you sit at your monitor and watch them fumble with your mouse opening and closing many programs on you computer while they guess as they try to figure out what to do to fix the problem.
After the tech said he had successfully removed every trace of the Norton software from the computer and the computer should be back to normal, we then attempted to send and receive e-mail from the outlook program and it still was unable to perform the task. I asked the tech if he knew how to fix the problem and after he did everything he could to avoid answering the question, finally after asking him the same question 4 times, he finally admitted he did not know how to fix the problem......WHAT? Again I asked to be transferred to someone that knew how to fix the problem, specifically asking for a supervisor. He responded by telling me he would transfer me to a higher trained technichan.
I then (after waiting on hold for 21 minutes) spoke to the "higher trained tech" and this person said Norton did not have a fix for this problem and I needed to now go back to Comcast and tell them to reconfigure my e-mail set up....since it was a problem with Comcast and that I should call them to fix it.
UNBELIEVABLE BUT TRUE.
Interestingly enough, the lesser trained Norton tech told me he did hear about several customers having this same problem with their Microsoft outlook immediately after downloading the Norton software.
During the past week, my husband and I have had a multitude of conversation with Comcast techs and Comcast Customer Service Managers and Norton Techs and Norton Advance Service Tech and Norton Tech Supervisors. The problems and issues still have yet to be resolved thru either of these conglomerates. My next step is to spend a minimum of $59 for a phone call to Microsoft and hope that one of their techs can resolve the issue....if that doesn't work I'm afraid I may have to remove Microsoft Outlook from my computer and then reinstall it (which will include copying all of my address lists and groups and all saved and sent e-mail and more, or take the computer into a professional computer repair service company to have it fixed..
I am exhausted and totally frustrated from this nightmare. It is sad to know what little professional assistance and limited trobleshooting cababilities is offered when speaking with many of the Comcast service reps before telling you it's not their problem and we should uninstall Norton if it's not working properly or just call Microsoft...it's their problem. All of the Comcast customer service seem to have the same textbook responses to the complaints and problems What a horrible way to do business!!!!!!!!! You would think with so many Comcast customers complaining and posting all over the web; the multitude of problems they are having with Comcast service and Norton antivirus and security, they would do something about it. Comcast executives should be made aware of this by their lower level employees and react to fix the problems people are having since the switch from McAffee to Norton.
In my opinion Comcast needs to provide their customer service reps with more and better technical training instead of teaching them to say "I'm sorry about your inconvenience but....... you need to contact Norton or Microsoft to resolve your issues....this is truly the worst experience I have ever had with any company and a rampant "IT'S NOT MY PROBLEM" attitude..
I wonder if these companies are aware of the customer satisfaction statistics......if you make a customer happy they will tell a couple of people, but if you make a customer unhappy, they will tell everyone they know.