Norton/Symantec support (?) Completely U/S

  compumac 17:13 16 Jan 2007

I have been a Norton/Symantec fan and user for the past twenty years and have noted the adverse comments in this forum in respect of Symantec.
In January 2005 I upgraded to Systemworks Premier 2005 from Systemworks 2003 and had problems – support was virtually non existent
Early last year I also had horrendous problems with Systemworks Premier 2006 and Norton Internet Security 2006. Trying to get help from Symantec was like talking to yourself. I stated by e-mail to their Helpline(?) quite clearly - my setup, the fully detailed problem and the actions that I had taken up to that moment in time. They replied by suggesting the very first thing that I had indicated I had already done, - and then further replies from them went through all of the things that I had indicated to them that I had done.
In the end I recalled a Ghost image created a month before and everything has gone OK until last week.

I wrote to the Head Office explaining the events and my dissatisfaction - No reply.

I am now in a similar position with a problem and their helpline is going through exactly the same scenario as before. I had their last reply six days ago (indicating that I had 7 days to reply) asking for further information that in fact was already in their possession. I replied immediately re-outlining the full picture six days ago with no response whatsoever. This despite a further four e-mails to them.

There was a time when you could actually converse with a person who knew the software, rather than now corresponding with someone in another country whose knowledge appears to be obtained by referring to a crib sheet at that particular moment.

My subscription to Norton expired three days ago and if there is no effective reply from them by the end of the week - ALL my Symantec software goes in the bin!

It would be interesting to know if people from Norton/Symantec peruse the forums for feedback on their software or are they too big a company to worry about the repeated criticism expressed on those forums?
How do you get their attention?

  [email protected] 17:22 16 Jan 2007

after i had a problem with my security, after removing nis 07, i contacted them (was still paid up for 6 months & didnt tell them i had uninstalled!!) they checked my pc over remotely and gave me a lot of time they didnt charge for this, so i am delighted with their service.
but this doesnt help your problem and i have heard if you dont have a live paid up subscription with then they blatently ignore you! never contacted them by phone always e-mail.
hope you get it sorted out, adam

  compumac 17:55 16 Jan 2007

Thanks for reply - I did try this on a previous occasion but my typing speed and thinking do not work hand in glove. The scenario was a bit laborious at the time. I will try if I do not get a reply by e-mail. - Although, with respect to yourself, I do not see that their live chat will be any better than the so far methodical detailed e-mails.

  compumac 19:51 16 Jan 2007

You have confirmed the basic problem with Syamntec helpline - They do not read the e-mail problem in any detail, but seem to select one portion of it and answer that particular point from a standard set of replies. I firmly believe that they do not have any working knowledge/comprehension of the workings of the software at all, but reply from a standard script. It would be great if someone from Syamantec/Norton could respond to these comments, as the responses from e-mail contact are useless and now seemingly non existent.
Oh.. back to the days when you could SPEAK to a person who had a working knowledge of the product they are representing.

  compumac 21:16 16 Jan 2007

I liked SystemWorks for its Antivirus, Ghost and System Doctor. I had previously removed Norton Internet Security as there were problems with that and replaced it with Zone Alarm. I did not install GoBack as there terrible problems on installation (with which Norton could offer no help) I can still retain Ghost by itself, and use another Antivirus programme. I shall just miss the System Doctor part of it which displayed bits of information on the performance etc of the PC, as well as the defragmentation process it offered. - however I think that I became a little paranoid about that aspect. I shall wait to see if there is any response from them by the weekend and then remove Systemworks apart from Ghost.

  compumac 09:11 17 Jan 2007

Any further comments? - especially from someone from Norton/Symantec. We are now on day seven without reply from Norton.

  Furkin 14:23 17 Jan 2007

I was only with them for about 5 years,,,, but as it was letting viruses in,,,, & again - no help at all - I demanded a refund.
I'm one of the few who did actually get my money back.
We all expect things to go wrong with anything - but it's the way that things get rectified that separates the good from the garbage.
I dumped all my Symantec stuff after that.
good luck

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