Symantec
Unhelpful customer service!

I have the 2007 Norton AntiVirus, purchased 2 months ago for $34.98. This morning, out of the blue it wasn't working, needed activation. I had done nothing to cause this-it was fine the night before when I ran a system scan then turned it off.

The activation feature wouldn't complete and kept dumping me onto their site. No info for repair for this version, the solution was to call, after filling out a complicated pre-phone call form. I was then given a priority case number, and phone number to call, with a 10 minute wait time. The lines were too busy to even put a call through for 30 minute, and when I finally did get through, it was another 40 minutes of waiting. The call center employee had such a heavy accent I could not understand him well, but at least he answered.

I explained (though I had typed the exact same explanation on the pre-call form), and he acted like he had never heard of such a thing. Also couldn't believe I had dial up, stated he couldn't help me unless I called back with a cell phone and the computer hooked to land line. Told him no, had no cell (I pay by the minute!) and he told me to go to www.symantec.com/search and all my problems would be answered. "Call us back anytime!" he said cheerily. I told him the website's only solution for the problem was to call. He repeated that the website would take care of everything, then hung up.

That of course was the page I started with. I figured uninstalling and reinstalling would work and it did, and of course with dial up it was another 90 minutes getting the updates re-installed.

I have searched high and low-this company has no means for making a complaint about service or products. I kick my self for renewing but I couldn't believe they would make the mistakes they had with past versions.

Company: Symantec
Country: USA

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