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Review 10/31/2010
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On 10-05-10, I contacted your on-Line Customer Service Department with a problem that I was having at the time with my PC-Desktop. She was polite but basically stated that she could not help me. She stated that I would have to pay $99.99 to your removal department in order to get my problem taken care of.
• Started when a pop-up unknown arrived on my desktop
• The pop-up would not allow me to access my Internet or Norton
• Every time I would attempt it would crash me back to my desktop.
When I finally did get in I paid $99.99 and had your removal tech in my system for hours. When this pop-up occurred it would not allow any access to Norton or Internet. By chance I was able to get in to Norton and the system crashed several times before the process was completed. After several hours he managed to get the pop-up or so he said I thought. Asked him where he was and he stated in India.
Than 2 days later the pop-up arrived again, this time in a larger than life it had blocked my entire screen, again not allowing me access to the Norton or internet. on 10-09-10 attempts over the next several days would not allow access to any site that could remove it. Several days later I managed to get in and contacted your on-line customer service again.
Everything was gong well until your service rep stated that he could not help me and that I would have to pay another $99.99 for your removal service. Now this was the same thing as before but was not fixed. He explained that I would have to pay the fee again because it was past the 7 days. I explained that I had not been able to get on-line to get back into system so that I could get it fixed; he stated that did not matter.
Now I have been looking at your web site and I was surprise to see that it state all Norton services good for 30 days not 7. This 7 comes from inside a section that a lot of normal person would not look at or be aware of. In my industry it’s called”A can’t find clause”, because most people can’t find it, but it is just the opposite of what your web page says. On your web page it says that it is an on-line service, which is a Norton live services.
It would not have mattered if I would have been able to get in to contact you all again. Now I know that I am not important enough to warrant good customer service and I know that his action were to say the least very poor. He was more concerned with money than fixing my situation. Maybe it is the fact that he was in a different country and maybe not, but either way he actions were not respectful to a loyal customers.
In this case it was give us the money and well fix your computer other wise we can not help you. In this day and time that is extremely poor attitude. Unlike you all I just can not shell out 99.99 dollars at a whim.
Your On-line customer service tech did not want to see what I was typing; only thing that he was interested in is that almighty dollar. Now while I am dealing with this bozo in India I am attempting to get someone to answer your phones. For 3 hours I was on hold listing to that depressing music. 3 Hours, I am very serious here, that is unheard of in the service industry. The national average for wait is at the max 20 minutes, but to wait 3 hours, man that is extremely poor customer service.
After about 3 hours and 10 minutes a young lady in the Philippines answered the phone. She was the only one that was polite. She worked on the system for well over 2 hours and every thing was fine until she hung up the phone.
Now the entire system crashed, I rebooted it now takes over 30 minutes to load the icons on my desktop. Finally get in I am continuously interrupted with system errors, some of them I had never heard of before this. Again I attempted to call back, by now this is at 11:30p CST and at 2am CST guess what, you know it, no one picked up the phone and here I am listing to that depressing music again.
before the second problem it only took several seconds to load icons. Still on hold and still listing to that music, I decided to go online and chat with support again another service person. Now here we are again and again 99.99 to get situation taken care of.
This service person was telling me that I needed to pay 99.99 and once that was done needed to go ahead and pay 109.99 for your pc jump service, now we are looking at 200+. Now I am really ticked off, I am suspicious by nature, but now give me a break. I pay 99.99 systems goes down call back you all want to charge me another 99.99 to fix it again. Wait 3 hours on the phone and than after that it starts again and if that is not bad enough call back wait several more hours on the phone and than you now want to charge me 99.99 and than fix it and than 109.99 as well, I ask you what is wrong with this picture does that about summarize it up.
Some where in this time and age you all have lost real sight of the true customer service part of your business. One customer with a bad experience is one customer to many. So somewhere along that line you all lost track of that concept, but not before they try and get me to pay 129.99 to as they called it Jump start my computer. When all this occurred here we go paying another 99.99 to get you to fix something that you caused...What is wrong with that pitcher
I am really disappointed at the way I was treated, if a problem can not be solved by one of your team members than you find someone that can handle it and fix the problem ….That is customer service. Not this continous arcing for more money, you cause it you fix it.
I have no knowledge of these things when it comes to computers and that is why I went to Norton in the first place. Dealing with your people telling me that they fixed the problem and I needed to pay another 99.99 for it is like calling me a liar. I would not do that to anyone that I was trying to help as a customer.
The fact is it's going to cost me several hundred dollars to fix a problem that should have been fixed by you all. (1 estimate is 355.00 seeing I have to goo 86 miles to get it there to get fixed) (Just thought you should know)and is added to by you al not take care of the problem worried about money. You all messed up now going to cost several hundred to cure and fix the added problem you caused.
The fact that it takes desk top 30 to 40 minutes to load if it does or having to shut down and reboot 3 or 4 times to get them to load all occurred and never happened before..Until your company went into my system and started messing around. Errors pop up now that were never there before and some cause system to crash back to desk top or have to reboot......ALL HAVE HAPPENED SINCE YOU WORKED OR AND SERVICED MY SYSTEM...You messed it up royally now......
I guess I did not know that Symantec needed money that bad that they have to attempt to get it several time again and again for same thing. If it seems that I am up-set I really am never been treated like this in any business atmosphere i dealt with or been in. To be honest this was a very bad customer service issue and it was handled extremely poorly. Especially since all parties accept me were in other countries.
Here a note to add this companys responce seems to always be this:
"Symantec Customer Support is available 24/7 via email, LiveChat and toll free telephone at 1-800-695-0678. You can access these options by clicking either SUPPORT or CONTACT US on the navigation bar of any page on their website. The direct portal can be found at http://www.symantec.com/norton/support/index.jsp, and LiveChat is by far and away the easiest way to reach them".
Thats really bad too.
Again I worked hard and saved a lot of money to get my media center and when some one fixes it, than does not, than fixes it again, I get suspicious. What happen to me over the last several days was uncalled for and very bad customer service and should not happen to anyone. Your company has well,,,,,,, made a really bad experience for me.
Normally I would not even bother with complaint or letter and just accept the situation. I am very easy going, although I take care of business in my profession when I have to, but do to the money issue and how it all went about, and the fact that my system is still not fixed or working properly because of your company....I decided to make this a formal complaint....but what they care.....gh
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