Symantec customer service proves itself…
One of my technicians started a call to Symantec customer service today at about 1:30p.m. for their WinFax Pro product. It’s now 6:09p.m. - the call is still on hold!!!
Now, any of my technicians could have told you what I think of Symantec products and Symantec customer service before this incident, but as of now I don’t think they would stoop that low…
38 Comments for "Symantec customer service proves itself…"
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» Anonymous
02/6/05 @ 10:32 pm
You are doing a wonderful thing here on the Internet. I wish you the very best. Kindest regards.
» Edward J Peters
07/20/05 @ 8:53 am
Just had a billing on my MC for 46.94 from Symantec. Can you give me details?
Also, since I recently renewed Norton, I have been getting ‘pop ups’ asking for registration(?)number? Do you know what that number is?
» Dan
07/20/05 @ 2:38 pm
Edward,
I have no way of telling you what Symantec is doing on your credit card, but since you just renewed your Norton Anti-virus, I would say that a safe bet is - that is what they are charging you for the renewal fee…
For the registration number of your Norton Anti-virus, you would have to call Norton Anti-virus tech support and get the number from them.
As to the reliability of your Norton Anti-virus, you should take a look at Norton Anti-virus in this comparison.
» Barbara Goranson
10/22/05 @ 7:05 am
What is the charge for a subscription renewal. I went through the choices after receiving a pop-up but skipped over the screen requesting a number (skip was a choice). I was immediately sent to the homepage for MSN. Am I renewed? If so, at what cost, if any?
If there is a cost, how do I stop it? I was only checking for more info.
» Dan
10/22/05 @ 10:24 am
Barbara,
If you did not give up a credit card number, then you should not have been charged.
However, some companies that you purchase items from keep your card information and charge you again later with that same data, so watch your charges.
If you were kicked to an MSN site from the Symantec renewal, it honestly sounds like something fishy, unless that is your browsers homepage, though it’s odd that you would have been sent there by Symantec. You might want to run a good anti-spyware software on your computer such as Ad-Aware or Spybot.
For more info on anti-virus programs, see this comparision page.
» Rose Marie Jones
10/28/05 @ 5:45 am
I renewed, or I thought I did, my subscription and got an ID # and entered a password. I have not received confirmation that I am protected by the anti virus. They have not asked me for my credit card #, although I know they have it from my previous subscription. Is there a Phone number that I could call locally to confirm this. The checking subscription sign comes up all the time when I do updates, so it leads me to believe I’m not covered. Please help asap.
» Dan
10/28/05 @ 5:40 pm
Hello Rose,
I’m not Symantec’s tech support - more like their loud-mouthed denouncer at the moment… :-)
You can try the following to contact thier Technical Support script-readers:
a) Online chat -
http://www.symantec.com/techsupp/nav/nav_2006_contact_phone_other.html
b) Customer Service phone numbers -
http://www.symantec.com/corporate/corpdir.html
(for U.S. 800 441 7234)
If that fails you can always call your credit card company, cancel the order and get an anti-virus software that doesn’t _depend on_ a security hole (Internet Explorer) in order to operate…
» Ethel T. Rhodes
01/16/06 @ 9:02 am
I am having real problems! I ordered the Norton Password Manager Upgrade plus extended Download Service on 1/1/06. I am still receiving notices that I am not protected.
My order # is #########. What is going on here? I have paid $56.98 and am receiving nothing for it.
Please respond right away!
» Dan
01/16/06 @ 10:21 am
Ethel,
First, you have to understand that this is _not_ a Norton website. In fact I refuse to sell Norton to any of our business clients for reasons based on our experience with the products.
As for support for these products, all I can do is forward you to the answer I gave to Rose, right above your previous comment. Get ahold of Symantec via one of those channels.
If they still don’t help you, then feel free to call my company - Los Angeles Computerhelp for assistance and we’ll get you straightened out.
» Lawrence L. Dietz
03/17/06 @ 4:38 pm
Sirs: I by mistake ordered 2yr renewal of Norton AntiVirus on 2-14-06 as well as 3-2-06. This was because numerous pop ups stated my subscription expired and in response the this order was duplicated. I am now attempting to get credit issue in the amout of $68.98 but can not find any way to convey this request to Symantec. I need a real human to talk with, but one does not seem available. This is a poor way to handle a customer!! L.L. Dietz
» Dan
03/17/06 @ 10:37 pm
Larry,
This site is not Symantec’s support, you had best contact Symantec via these lines:
Customer Service phone numbers -
http://www.symantec.com/corporate/corpdir.html
(for U.S. 800 441 7234)
And I agree with you - it’s a lousy way to deal with a customer.
Good luck!
» Paula Jones
05/15/06 @ 8:05 am
I renewed my subscription yesterday and you said I would receive a email conformation in 30 minutes and I still have not received it
Paula Jones
============
Paula,
I hate to tell you this, but you don’t know where you are. This site neither sells nor gives subscriptions - for anything. Period.
Editor
» William Ingersoll
05/15/06 @ 10:20 am
Purchased Symantec for 2006 Paid bill did not receive subscription?????????
===========
Got it, William,
But this is not a Symantec website.
I suggest you look above for the Symantec support phone numbers and live support link and contact Symantec for this.
Good luck,
Dan
» Marlys Bates
08/16/06 @ 1:28 pm
Is there a person I can talk to over the phone at symantec?? I am having a problem renewing my subscription. I have already been billed, but my computer keeps telling me I have to renew and I have no firewall. My new password is #####.
==========
I have no personal contact with Symantec Marlys, you’ll have to deal with them in their way.
Sorry…
Personally I suggest you get another anti-virus product - one that works better for starters.
Cheers,
Dan
» William Flint
08/23/06 @ 10:18 am
I’ve been trying to unistall norton antivirus from my ME2000 and all I get is a run around. There is too much mumbo jumbo to where I want to get to. A simple thing turns out to be monumental process. I can’t run my pc with the errors popping up. It’s been this way now for almost 3 months. System is useless.
==============
Hello Willy,
You could try Symantec’s Rnavxxxx tool. The xxxx would be the year/version of the Norton anti-virus program you are trying to uninstall. For example, version 2003 and earlier removal tool can be found here.
Otherwise, simply click here for a google of rnav, uninstall, etc.
Good luck,
Dan
» Paul Cobleigh
09/18/06 @ 5:06 pm
I have used Norton Internet Security for 6 years and like it very much - as long as I don’t have to contact Symantec.
2 years ago when I renewed I kind of noticed that the new subscription started on the date I renewed and not when my subscription ran out - about 3 weeks later - so I lost 3/52 (~5%) of my subscription. I didn’t discover this until later because I “assumed” that the new one would pick up when the old one expired. Last year I paid close attention when resubscribing - same result but I losst a month (8.5%). Over the lasst couple of years I have noticed that the pressure they put on you to resubscribe is increasing exponentially - starting with warnings that your su=bscription is expiring on an increasing frequency until with about 4 weeks from the renewal date they really increase the harassment by interrupting your on line time with increasingly strident messages. Meanwhile there is no effective way to communicate with them.
I give the Symantec people credit for being very intelligent so this is no oversite on their part. It’s a concerted effort to get you to resubscribe (nothing really wrong with that IF it’s done in a businesslike fashion- which it isn’t as well as a bold faced method of denying you full use of the subscription that’s already been paid for. I have about a month before they begin their shennigans - anyone got any ideas how to combat this fraud?
» Dan
09/18/06 @ 5:33 pm
Hello Paul,
What you can do, since Symantec only updates once a week, is to disable the LiveUpdate service (right-click “My Computer”, click “Manage”, open “Services and Applications” on the left, click on “Services”) and only re-enable it once a week for the updates.
» Kay Bernstein
10/30/06 @ 9:20 am
Symantec has charged my Visa for a Norton Internet Security 2007 subscription but have been unable to download the product. This must be activated before November 10th when my present Antivirus expires.
Any help would be appreciated.
» Dan
10/31/06 @ 1:57 am
Kay,
From my experience, I would suggest you simply call your credit card company and cancel the charge under the condition that you have no product.
We just cleaned 576 items items out of a Windows XP Home system that had an updated version of Norton Internet Security on it. The vast majority of those items were viruses, spyware, trojans and adware.
I suggest you look here then make your decision on which anti-virus to buy:
http://www.virus.gr/english/fullxml/default.asp?id=82&mnu=82
Cheers!
Dan
» cheng
11/22/06 @ 9:22 pm
Sirs:
I have install the Norton Internet Security at 01/08/2006, the contract have 1 year. but after 3 months when i do the liveupdate after that will pop ups stated my subscription to norton internet securty is expired, pls let me know have come will like this case…
==============================
My apologies AQ, but this is NOT a Norton website, and we are NOT Norton technicians. You will have to contact Norton to get your problem handled… Here is their website.
» A Grissom
12/11/06 @ 10:54 am
I have been trying to get my mothers anti virus update to work and I keep running into problems. The Customer Service for Symantec sucks! Now they want me to buy somethiing else… go figure
A Very UnHappy Customer
» B J Deloney
12/15/06 @ 8:35 am
I have tried three days to get an customer service person
on the line and all I get is music. I have a problem
with my bill and need a solution.
» Dan
12/18/06 @ 7:24 am
It is interesting how many people will read this article and think we represent or help Symantec in some way - but we don’t.
If you want help from Symantec, and came here, I suggest you search this page for “Rose” and go to symantec’s support locations.
Or better yet, hit them where it hurts and cancel the credit card bill, then get a WORKING anti-virus program.
» Jean Wright
05/4/07 @ 2:08 pm
I have renewed my subscription to Norton’s for 2007-08 but cannot load Live Updates since it tells me my subscription has not been renewed. My current subscription does not expire until either 5/25 or 5/27!!! Today is 5/4/07!!!!
» Dan
05/5/07 @ 9:42 am
I feel for you Jean, and as you can see from the above comments, your situation is not unusual.
I wish you the best of luck, and still suggest you cancel the payment and use Kaspersky anti-virus instead…
» Chuck in Omaha
10/7/07 @ 6:55 pm
I am trying to cancel a “renewal” of a subscribtion, and now I can not find it on the site, You can even contact me directly, or forward to someone who know
Cbingel59@gmail.com
» Ed. DeBourke
10/8/07 @ 1:37 pm
My computer uses Norton anti virus 2006, today i had a major fault and mirosoft advises me to contact my anti virus server and submit the following.
Help and Support | Security | Microsoft Update
Problem caused by antivirus software
Although we have not determined the specific cause of this problem, we know the problem was caused by antivirus software.
Recommendation
——————————————————————————–
To try to solve this problem, follow these steps. Each of the steps might solve your problem. If following a step doesn’t fix your problem, then go on to the next step.
Update your antivirus software
Missing antivirus software updates could be the cause of your computer’s problem. To make sure your antivirus is up to date, follow these steps:
Click Start, point to All Programs, find your antivirus program in the list, and then open it.
Look for the update status of your antivirus program. If the antivirus program is out of date, you will need to update it. See the antivirus program’s Help for more information.
Note: If you don’t see an antivirus program listed in All Programs, look for your antivirus program’s icon in the notification area (next to the computer’s clock). Many antivirus programs display an icon in the notification area that you can right-click to update the program or determine its status.
If you are unable to update your antivirus program, you might need to purchase a subscription from the antivirus software manufacturer. Once you have purchased a subscription, most antivirus software will update itself when you are connected to the Internet.
Check for multiple antivirus programs running on your computer
Running two antivirus software programs on your computer at the same time is not recommended because the two programs can interfere with each other. Even if you don’t think your computer could be running two antivirus programs, antivirus software can sometimes come bundled with your computer and it might be running without your knowledge. To check if two antivirus programs are running, follow these steps:
Click Start, click Control Panel, click Performance and Maintenance, and then click Administrative Tools.
Double-click Services.
Look at the list of services under the Name column. If you find two antivirus programs, right-click each service associated with one of the programs, and then click Stop. Note that there may be multiple services running for one antivirus program.
Contact the antivirus manufacturer
If you’ve completed the previous steps, we recommend you contact the antivirus manufacturer directly for additional support.
To see a list of Microsoft and third-party solutions for spyware, adware, and antivirus software, go to the following website online.
Security software: Downloads and trials
——————————————————————————–
» Sarah J. Taylor
01/16/08 @ 10:45 am
I have been charged two times for my renewal. Please correct this or call me at (***)***-**** Thank you. Sarah Taylor
» Mike Morgan
01/28/08 @ 8:23 pm
I ordered Norton 360 upgrade today and I can’t download it for some reason. I called your tec support and received someone out of the country that told me it would cost $69.99 to talk to him and try to help me download your product.
Please cancel my order. I feel that this is a scam! All I want is to download your product and use it not be harassed.
Please cancel my order number ******7446.
I guess you don’t need little customers like me.
Please credit my Amex. card
Thank you,
Mike Morgan (a very unhappy x customer)
» Sunshine
02/14/08 @ 9:21 am
I attempted to contact Symantec through their chat service, email service, and call back service with no success. After doing an exhausted research on the net for a customer service number, I finally found one!
1-800-745-6048
I refuse to ever use ANY Norton product ever again. I used their antivirus software for over 8 years and when their 360 product came out, I had nothing but problems, couldnt even stay connected to the internet. Their support is useless and they dont keep a number posted on their site because they have so many problems with their products that they couldnt have enough lines to handle the load of calls.
If you want a reliable antivirus product, read up on this product:
http://anti-virus-software-review.toptenreviews.com/eset-nod32-review.html
I have been using it for 2 years now and I am virus and spyware/trogan free.
Sorry to babble on, I really only made this post to provide a customer service number for Norton products that they refuse to make public on their site.
» Dan
02/21/08 @ 1:55 am
@Chuck:
This is NOT the Norton site. Look at Sunshine’s comment for their phone number.
@Sarah & Mike:
Ditto.
@Sunshine:
I don’t blame you one bit. But I do suggest you look here for a real anti-virus program comparison:
http://www.virus.gr/portal/en/node/28
» Dawn
02/24/08 @ 7:01 pm
I was billed twice on my credit card for the norton renewel, my subscription was up to renew and I did, then they did an automatic renewel. How do I cancel one of the subscriptions, you would think they would automaticaly see that you paid for it already refund the other subscription. also I can’t find a phone nomber to talk to someone regarding the bill.
» Angela
03/5/08 @ 12:34 pm
I e-mailed and phone Symantec on 3/1/08 about the Monarona dona virus. I was on chat for 6 hours total! A customer service rep and/or technician never contacted me. Norton is my anti-virus provider yet they still said they needed to charge me $99.95 to remove the virus. I had chat, email and phone line open all day waiting for them to respond. In the meantive Microsoft responded to my e-mail and removed the virus at no charge! I then attempted to contact Symantec again by phone, chat and e-mail. They put the pending charge on my credit card but NEVER provided any service. 4 days later they put the charge on my credit card. I have disputed it and they will not get paid, but they are an incompetent and unethical company to deal with. The response to my e-mail and chat that I finally received on 3/1 - 6 hours later was that a customer service rep would contact me in 24 to 48 hours. This never happened. The third world rep that I spoke to could not translate or understand anything I was saying or typing. That is my dilemma. Symantec should not be in business. They have been involved in unethical practices for years. Do not let them get away with it with you!
AM
» William
03/12/08 @ 7:53 pm
After subscribing to Norton Internet Security 2008 for two
years I checked to be all went as it should. WELL!! GUESS WHAT!! THEY SAY MY SUBSCRIPTION IS FOR ONE YEAR. CHECKING WITH THEIR COUSTOMER SERVICE DEPARTMENT? HA! what a joke!THEY SAY IT IS FOR TWO YEARS. THESE PEOPLE RUN A COMPANY
SIMILAR TO THE LAST DAYS OF ENRON!! I HAVE SAID ENOUGH.
ANYONE HERE ON THIS PAGE KNOWS ABOUT NORTON AND HOW THEY
ARE OR THEY WOULDM’T BE HERE.
» andras zaborski
05/5/08 @ 10:47 am
I hope you keep better record of your customer account the Symantec Norton internet service keep reminding me that my subscription is expireing in nineteen days???
How can it be ? I just renewed it on 2/14/08 for $59.99
it should be good for a year My product key is
XXXXXXX XXXXXXX XXXXXXX XDQMRV
I assume it a mistake that is keep puping up on my computer every day teling me I have to re new
please let me know what is going on A Zaborski
Andras:
This is NOT the Symantec customer support page. Please look above for the correct phone number.
» Marlys
05/14/08 @ 8:28 am
I am no longer a customer of this company because of it’s poor performance in taking care of my renewal problems.
===
And you are another in the growing list of those unhappy customers of Symantec - which does NOT own this website…
I would refer you to Symantec’s website for action, but from the comments made here, it does not seem that they care about your troubles with thier product.
Good luck,
Dan
» james c mcdonald
05/22/08 @ 6:43 pm
a year ago i bought an antivirious from norton on line
..it was defective and the tosheba factory whiped it off my lap top…
then i needed protection so i bought norton 360 and paid 150 to get it installed correctly
its defective
MY bitch is now you have renewed the first one i bought and i have never gottenany use from it
In addition i gave no one permission to renew that prograhm
james c.mcdonald
ps i told my visa company not to pay for it. and im letting you know im one very unhappy customer this matter is still open
===
And you are another in the growing list of those unhappy customers of Symantec - which does NOT own this website…
I would refer you to Symantec’s website for action, but from the comments made here, it does not seem that they care about your troubles with thier product.
Good luck,
Dan
» Yvonne M. Guy
07/8/08 @ 7:55 am
Each time I try to renew my subscription for my norton I have problems and it takes hours. I just want to renew and it says I do not have one, is so why is it on my computor and where did my money go for my last renewal. I need someone to help me to complete this renewal as it is due today. will someone give me assistance. you make it very difficult to contact a person for assistance. Now phone numbers, no direct email addresses. What is a person supposed to do who is not a graduate of a computer school?
thanks
Yvonne *. G**
===
And you are another in the growing list of those unhappy customers of Symantec - which does NOT own this website…
I would refer you to Symantec’s website for action, but from the comments made here, it does not seem that they care about your troubles with thier product.
Good luck,
Dan