I subscribed to Norton 360 in upgraded to norton 360 premium with online storage. Two months into my renewed subscription, they said my online storage site was full, so i paid $40 dollars to upgrade my online storage to a 32 G.B. Of extra storage, this was on march 24. I had lost a couple files and was hoping to download files from my online storage site, which indicated that the last upload from my computer was the 10th of March. I tried to download files with no success, so i asked for help from the norton online line people. At first, i was in belief that my files were safe and sound in the storage facility, after three remote assistances, 3 failures and 72hours of hell, i was informed that the files were not there. I have requested back up disks of my online files to see exactly what they have of my information online. My only reponse They will have a supervisor phone me to correct the issue. Here is the latest that i copied from todays conversation with the norton online specialist supervisor
10:50 AM George Zachariah: Larry, I wanted to take collect the error logs and the screen shot of the issue only. Nothing else I would like to access from your computer. Shall I proceed?
10:51 AM larry rieck: Geroge, you are only to look and look only, is that understood?
10:53 AM larry rieck: John sorase has already done that, it is an unnessary procedure, so, if you want remote access you are to look and look only, is that understood, george?
0:56 AM larry rieck: 2:08 PM John Soares: Larry, well after reinstalling Norton program, we are no longer getting that error message.
2:08 PM John Soares: And I also tried to check those 2 files however did not find both the files.
2:09 PM John Soares: It seems that it missed those files while backing up your computer.
2:09 PM John Soares: Larry, are you there?
10:56 AM larry rieck: Well what do you have to say!
10:56 AM larry rieck: George!
10:58 AM George Zachariah: First I would like to check the issue.
10:59 AM larry rieck: whast issue it has been checked
0:56 AM larry rieck: Well what do you have to say!
10:56 AM larry rieck: George!
10:58 AM George Zachariah: First I would like to check the issue.
10:59 AM larry rieck: whast issue it has been checked
11:02 AM George Zachariah: I would like to try to check the backup files in the online backup and if the files are present, then try to restore them.
11:02 AM larry rieck: Mr Soares had fixed the error message and also admitted, that the files were not backed up. So George what is your issue?
11:04 AM larry rieck: they have been established that they were NOT backed up by your system, so George with this new informatiom, why do you need remote access?
Arew you
0:56 AM larry rieck: Well what do you have to say!
10:56 AM larry rieck: George!
10:58 AM George Zachariah: First I would like to check the issue.
10:59 AM larry rieck: whast issue it has been checked
11:02 AM George Zachariah: I would like to try to check the backup files in the online backup and if the files are present, then try to restore them.
11:02 AM larry rieck: Mr Soares had fixed the error message and also admitted, that the files were not backed up. So George what is your issue?
11:04 AM larry rieck: they have been established that they were NOT backed up by your system, so George with this new informatiom, why do you need remote access?
George Zachariah: Larry, if the files are never backup, then we will not be able to restore the files
This was a conversation i had today with norton, the next one is from 10 days ago when i first had a problem,
2:08 PM John Soares: Larry, well after reinstalling Norton program, we are no longer getting that error message.
2:08 PM John Soares: And I also tried to check those 2 files however did not find both the files.
2:09 PM John Soares: It seems that it missed those files while backing up your computer.
2:09 PM John Soares: Larry, are you there?
2:09 PM Larry Rieck: yes
2:10 PM Larry Rieck: well what recoarse do i have, i did pay for this service
2:11 PM John Soares: I do understand but somehow it seems that it did not backup those files.
2:11 PM Larry Rieck: it did back up 10 pictures
2:12 PM Larry Rieck: it was all i could find
2:13 PM Larry Rieck: what are you going to do for me as a valued customer?
2:15 PM Larry Rieck: I am out 2 valuble files that were supposed to be backed up but were not, so either, what satisfaction do I get from a service that was not delivered by your company?
2:15 PM John Soares: Well Larry, what I can do is add 2 months of subscription to your Norton program.
2:17 PM John Soares: And I would suggest you to do a backup of pictures and than try to search some picture files that were there in picture folders.
2:18 PM John Soares: Larry, What we can do is try to restore all the pictures to a folder on desktop and than check if it has that picture files.
2:20 PM Larry Rieck: Do you think that is appropiate? The online storage sais back-up of my computer was March 10 and all i want is the 2 files i have requested, you have just finished telling me that the back up was done but neglected to upload my pictures. The only pictures that i found on YOUR ONLINE STORAGE SITE were mexico 10 pictures
2:21 PM Larry Rieck: i paid for an extra storage which has more storage available
2:21 PM John Soares: Larry, I will try to restore all the picture files to desktop. Is that ok with you?
2:22 PM Larry Rieck: only if you gaurentee the files i have requested.
2:23 PM John Soares: Larry, I cannot assure you that it will have those 2 files however we can try restoring all the pictures and than check.
2:26 PM Larry Rieck: Will you please send me the material requested?
2:27 PM Larry Rieck: Are you there?
2:27 PM John Soares: Yes I am here.
2:28 PM John Soares: Larry, I will have to check if can send you the hard copy which may take sometime.
2:29 PM Larry Rieck: no it should not take that much time it is material that belongs to me
2:29 PM Larry Rieck: i will stay online till i gat an answer thanks
2:31 PM John Soares: Larry, we will have to check that with higher authorities and I will call you back tomorrow.
2:32 PM Larry Rieck: no i am not satisfied with your response, it is my in formation and all you have to do is phone or email your boss
2:33 PM John Soares: Larry, the process of email and getting a reply takes time.
2:35 PM Larry Rieck: you told me yourself that the files were not there, i paid for that information, i woul prefer that information be in my hands, something went wrong on your end Not Mine.
2:36 PM John Soares: Larry, what I would suggest you right now to restore all the picture files and than we can search for those picture files.
2:38 PM Larry Rieck: search, which is what we have did to this point. The online storage is telling me there was no backup,
2:40 PM Larry Rieck: what is the point of a search when this has happened since saturday, please send the information to the above address and i will have a neutral technician lokk at the problem. I did nothing wrong other than paying for a service i did not receive
2:46 PM John Soares: Larry, I will be able to tell you tomorrow if we can send you the hard copy.
2:47 PM Larry Rieck: well i guess we can both wait till than
2:51 PM John Soares: Larry, the telephone number that we have on our records is 8673344706. Is that the right number to reach you?
2:53 PM Larry Rieck: why does it take till tomorrow?
2:56 PM John Soares: Larry, once we escalate this issue it takes time for them to review the issue and to get a reply from them.
2:56 PM Larry Rieck: Who is them?
2:59 PM John Soares: Its the Research department.
2:59 PM John Soares: Symantec Research Department.
2:59 PM Larry Rieck: Than I would like to contact the research deptment as well, is this possible?
3:02 PM John Soares: Larry, you wont be able to contact them. However once I escalate the issue to them they will be able to give you a callback in 7 days.
3:03 PM Larry Rieck: but you said you would hae an answer tomorrow now it is 7 days, which is it tomorrow or 7 days?
3:06 PM John Soares: I had told you I will call you tomorrow if we can send you the hard copy or not. The delivery of hard copy will definitely take more than 7 days.
3:08 PM Larry Rieck: please than send me a transcript of all online conversation to my email which is that possible?
3:09 PM John Soares: I am sorry I wont be able to email you the transcript.
I have had numerous phone calls from norton support wanting remote access and there reasoning is that they need remote access to correct errors on my computer, i do not believe them.
My only option at this point is a web based site like this one as i am only a small fish in a very, very, very, Large pond
Pissed off
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