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Kudos0

Norton just not listening

I’ll try to make this the “short” version of events. I’ve had a problem with NIS v21 since June. I spent hours on the phone with tech with them in control of my PC to correct the problem. After deleting umpteen files, clearing caches, history’s, temp files, etc, and being escalated to their “Case Managers’, the only option they could come up was deleting NIS and reinstalling. They did this and it did cure the problem. However, it was only a temporary fix. The problem returned and again the only fix was to delete and reinstall. By August, when the problem reappeared for the third time, I figured the best thing to do was just wait for v22 to come out. (v21.6 update also cleared the problem, but again only for a few days.) I still have about 180 days left on my NIS v21 and we all know what’s happening with upgrading to v22.

On 10/4 I chatted with tech support and asked very nicely that since they couldn’t fix my problem without an uninstall/reinstall, would they please let me upgrade to v22 with an extension of my subscription. I was told they’d give me a callback within 24-48 hours. After 110hrs, I finally got a callback. Again, they wanted to take control of my PC to see if they could fix the problem. I told them I was not interested in wasting another hour or two of my time. So I asked if they would upgrade me to v22 now with days remaining, I WOULD purchase the license before my current subscription expires. I advised them I am a Cox customer and they would provide me with the current version of McAfee Internet Security for free and if we couldn’t resolve my upgrade issue I’d just go that route and they’d lose a 20 year customer who has ALWAYS upgraded their subscription every year.

They started to hem and haw about their upgrade policy so I interrupted and said I wanted a simple YES or NO as to upgrading me. They again started to hem and haw so I hung up.

I just don’t get it. They seem not to care at all about alienating long time customers. And I figured since there was a problem with my v21, it would make sense to upgrade me to fix the problem rather than spend hours fiddling around again.

Any Norton people listening? I

[Edit: Masking case ID to conform with the Participation Guidelines and Terms of Service]

Replies

Kudos1 Stats

Re: Norton just not listening

fwiw ~ Respectfully ~ Perhaps a trial of Norton Security will give you a respite from v21 issues and prove to Support that v21 cannot work on your system and the appropriate fix for Support is to transition you to Norton Security (for free). 
Also, you'll find out how NS behaves on your setup. 
http://us.norton.com/downloads

Kudos0

Re: Norton just not listening

Thanks for suggesting that route. The biggest problem with doing that is still Norton's intransience on the issue. I would like some guarantee from them ahead of time. If not, I have to start the "fight" with them again in a few weeks. Then I have to uninstall the trial, try to find the download for v21.6 (is it still available?) and reinstall it again. Who knows what "bits and pieces" of code will be hanging around after that! If they would tell me ahead of time, that if they take control of my PC and can't fix the problem (other than an uninstall/reinstall) they'll upgrade me, I could accept that too. To be truthful, I'm spending way too much time on this issue. I'm 68 years old and retired. I don't need the aggravation. I'd like the guarantee upfront, not later.

Norton knows my issue with NIS and my history as a 20 year customer. If that isn't good enough for them, then I'm not sure I want to stay with them. When you purchase a product, or at least when I do, there are 2 main things to consider; the quality of the product and the support the company will give you when you need it. Norton is failing miserably in the later right now.

There is a problem I'm having with NIS v21. They know it. They couldn't fix it. Wouldn't an upgrade as a fix make sense rather than spend hours of my time and theirs with an old program?

Kudos0

Re: Norton just not listening

Well, it was just a thought.... 
As v21 will not work on your setup.  The only way to know if v22 will work is to Trial.
Respectfully, just food for thought....you may be assuming that Norton Security v22 will work where v21 cannot....

Sorry, for your issues with v21
Sorry, Support has not been more creative in their approach to find a fix.

Tell us more... if you care to... about your setup. 
Maybe your Thread will come to the attention of Symantec staff
v. 21.x (2014): www.norton.com/latestnis  this will get you to v21.5 then you'll run LU till no more updates restarting as required.

If the Trial NS works and you're willing to pay for the subscription.  Then there would be no need to uninstall the Trial.  Just activate with new key.  At that point Support may be more obligatory to adding in your days.  As to a guarantee.  I wish I could...
Maybe one more visit with Support to explore the Trial option.... Support should be willing to do all the work...via remote access.

Kudos0

Re: Norton just not listening

The issue I'm having with  NIS v21 is minor and I'm not sure what affect it has on the full functionality of the product. I made the post in June on the forum: https://community.norton.com/forums/nis-product-maintenance-failed-update#comment-5365673

The problem is "Product Maintenance" under Norton tasks fails to complete. It has not completed in over 3 weeks now. I've tried all suggestions posted and Norton tech's only solution was uninstall/reinstall. If this function isn't important, I'm not sure why it's included. In any case, minor or not, it doesn't work properly and Norton hasn't been able to fix it. You'd think that would be enough to upgrade me v22 to eliminate the glitch. Tony said they work upgrades on a case to case basis. Evidently this doesn't reach their level of broken to want to help.

Kudos0

Re: Norton just not listening

Sounds like really frustrating-customer alienating experience but,

Just to clarify:

Did you ask them to upgrade your remaining days on your NIS subscription to NS, OR did you say you would buy NS and ask them to extend your new NS subscription by the remaining days on your current NIS subscription

btw: I think you should follow bjm's advice and try NS before you make any commitment to it to make sure that it will work better than NIS on your system.

As you may know, Symantec is now considering splitting into two companies-Enterprise and Home Consumer. Could be that Norton Management and employees are more distracted by that and what it means for them personally rather than focusing exclusively on their customers.

Kudos0

Re: Norton just not listening

hok wrote:  As you may know, Symantec is now considering splitting into two companies-Enterprise and Home Consumer. Could be that Norton Management and employees are more distracted by that and what it means for them personally rather than focusing exclusively on their customers.

I seriously doubt that Symantec employees are distracted by the potential split.  Besides the fact that splitting means the company is evolving / moving forward to meet new challenges.  HP appears to be splitting and that has the industry reeling.

Kudos0

Re: Norton just not listening

PhxFlyer wrote:  The issue I'm having with  NIS v21 is minor and I'm not sure what affect it has on the full functionality of the product.
The problem is "Product Maintenance" under Norton tasks fails to complete.

Product Maintenance  <link>
Performs background maintenance tasks related to Norton Internet Security. Tasks include clearing install logs and rescanning consolidated firewall rule.

Don't know where I got the idea v21 had thrown a wheel and would not roll on your setup.
So, a background task may / may not be running and not reflected ~ Last Run
Interesting

Kudos0

Re: Norton just not listening

To clarify for hok... I asked to be upgraded to NS and have my remaining days added. I also told them I would purchase a new subscription to NS before my current days expire. I have done this for 20 years now and have no reason to think I wouldn't again. I may be being stubborn, but I refuse to be strong armed (blackmailed or whatever) into purchasing NS at this time. I have 180 days left and I WILL pay for the upgrade before then, at my discretion, not theirs. It's not like they're losing money. They'll get it within 6 months.

If they could fix this minor glitch, I'd be happy to let them try. But they couldn't do it before and if they know the problem exists (others have had the same or similar problem) you'd think they'd publish a fix for it, fix it themselves in an update or email a step by step procedure for me do it. Since none of those options have occurred, I doubt they know what to do. Controlling my PC and deleting files, etc. is only going to be a hit or miss proposition. And this is really my point: I can't see why they'd want to spend any more time working on an old program. They could upgrade me and if the problem is still there (and I don't even know if that option is in the new NS) they could spend their time working on a fix for their new product to the benefit of all.  I certainly don't want to spend any more unnecessary time trouble shooting a defunct program. Does this make sense to anyone besides me?

Kudos0

Re: Norton just not listening

PhxFlyer wrote:  I certainly don't want to spend any more unnecessary time trouble shooting a defunct program.

Your issue may affect a limited number of users...making it that much more difficult to remedy.
Considering the time and effort expended by yourself and Support is does appear counter productive.
So, correct me if I'm wrong....you are willing to pay for a new subscription for Norton Security....the intransigence appears to be Support not adding days from your current subscription.  
Perhaps a careful read of this Support document will help.  

Kudos0

Re: Norton just not listening

bjm_ , that is not correct. I want an immediate upgrade to NS because they cannot fix the glitch I have with NIS v21.6. I do want my days remaining transferred, but I will not purchase NS nor install the trial version at this time. If they upgrade me, I will purchase it before my subscription expires. I have done it this way for 20 years. While this may sound demanding and unreasonable, that's what I think of their upgrade policy with this product. If I didn't have the glitch, I wouldn't be asking them to do this and would just wait the 180 days. Since they can't fix it they should let me install v22, transfer my days remaining and work with me if the problem still exists.

Kudos0

Re: Norton just not listening

1)  PhxFlyer wrote:  bjm_ , that is not correct. I want an immediate upgrade to NS because they cannot fix the glitch I have with NIS v21.6. I do want my days remaining transferred, but I will not purchase NS nor install the trial version at this time. If they upgrade me, I will purchase it before my subscription expires. I have done it this way for 20 years. While this may sound demanding and unreasonable, that's what I think of their upgrade policy with this product. If I didn't have the glitch, I wouldn't be asking them to do this and would just wait the 180 days. Since they can't fix it they should let me install v22, transfer my days remaining and work with me if the problem still exists.

Okay...I misunderstood from your opening post statement # 2 quote....but, you've clarified in the above # 1 statement what I wrongly interpreted from below

2)  So I asked if they would upgrade me to v22 now with days remaining, I WOULD purchase the license before my current subscription expires.

You've been able to upgrade for 20 years...so, that's what you expect.   Although the glitch started before NS was available and  by my read of your earlier Thread.  You just wanted it fixed.  Now as there is a new service available.  You want an upgrade / transition to the new service which unfortunately at this time does not exist.   Shortly after NS was released.  A few users reported being able to transition to NS + keep their days + get more seats.  That was hit ans miss at best and now the transition (upgrade) policy appears to be defined, clarified and rigid in it's adherence.  
"Norton Security and Norton Security with Backup (both known as "Norton Security service") are brand-new offerings and cannot be activated with product keys intended for other products "

PhxFlyer wrote:  If they upgrade me, I will purchase it before my subscription expires. I have done it this way for 20 years.

"Current Norton customers who are protected with subscriptions of Norton 360, Norton Internet Security, or Norton AntiVirus products will be offered options to transition to a Norton Security service on a future date to be communicated later. # "

Kudos2 Stats

Re: Norton just not listening

When a company's policies and customer support unnecessarily PO's a 20-year loyal customer you know something is wrong.

Kudos0

Re: Norton just not listening

Hello PhxFlyer

Perhaps if you told us what the problem is and your set up, someone from the Forum may be able to help to fix it. A lot of times, people from the Forum have come up with solutions or can suggest places that are free that might be able to solve the problem and might be able to tell you how to fix the problem.

Success always occurs in private and failure in full view. Windows 10 Pro 64 bit Norton Core Security Plus 22.17.3.50 Core Firmware 282 I E 11 Chrome latest version.
Kudos0

Re: Norton just not listening

floplot wrote:  Hello PhxFlyer  Perhaps if you told us what the problem is and your set up, someone from the Forum may be able to help to fix it. A lot of times, people from the Forum have come up with solutions or can suggest places that are free that might be able to solve the problem and might be able to tell you how to fix the problem.

Problem was explained here   and my reply to the problem here

Kudos0

Re: Norton just not listening

 I want an immediate upgrade to NS because they cannot fix the glitch I have with NIS v21.6. I do want my days remaining transferred, but I will not purchase NS nor install the trial version at this time. If they upgrade me, I will purchase it before my subscription expires.

Did you make this crystal clear when you spoke with Norton OnLine Support (more than once I think you said) including that you had worked with Norton Support to get it fixed and without success.

The reason I press this is that I am fairly sure I've seen one or two user reports of success in this but it requires a friendly non-aggressive approach without insisting on "one's rights" (we users under licenses don't have many  )

I remember my son, who made music videos for big name groups, having a problem when film shot in Antigua came back with edge fogging and while you could see the action it had color changes as it played. After the camera team, the photolab finished blaming each other he called Kodak saying "We have a problem ..." when the Kodak guy interrupted him saying "Martin, Kodak does not have problems; we may have Situations .... how can I help you.... ? <g>  You may have seen the video ... the group with Simon LeBon ...

Hugh
Kudos0

Re: Norton just not listening

floplot, I posted my problem on the forum in June. https://community.norton.com/forums/nis-product-maintenance-failed-update#comment-5365673

I tried all suggestions from forum members and spent several hours with Norton tech controlling my PC. The final solution was to uninstall/reinstall NIS. That fixed the problem but only temporarily. I've done 3 uninstalls since then and the update to v21.6 also cleared it up. But again, only temporarily. I feel my time and probably Norton's would be better spent working on this problem (if it still exists) on the new v22 rather than with v21.6 which be obsolete.

Again, for all those posting, I thank you for your input but unless Norton decides it cares about its customers, I'll keep running v21.6 with the glitch (if it doesn't stop working) or just download my free version of McAfee Internet Suite from Cox and stop all the drama.

Kudos0

Re: Norton just not listening

... the group with Simon LeBon ...

Duran Duran? 

A little bit of knowledge is... well a little bit of knowledge.
Kudos0

Re: Norton just not listening

huwyngr, I did make it perfectly clear and in writing to tech chat. I even thanked him for his help and acknowledged I knew his hands were tied and I understood why he couldn't help. He did set up the callback to resolve the issue, but all they wanted to do was control my PC to fix the problem. They weren't interested in giving me an upgrade as a fix. I still feel strongly that their product has glitched for me and they should try to rectify the situation. Upgrading would be the easiest for all but I guess they aren't interested in doing that. Maybe the "easiest" thing for them is to lose a customer.  

Kudos0

Re: Norton just not listening

Support's mandate is to help get your current product working properly. That normally entails troubleshooting, reinstalling, adjusting settings, etc.... They do not normally offer to install another product to try and fix your current product.

I understand you feel the upgrade would be quicker and easier. But as you have not tried the trial to see if it does indeed solve your problem, it too may be a waste of time for you and the support techs. What would you ask for if it did not work?


 

Things happen. Export/Backup your Norton Password Manager data.
Kudos2 Stats

Re: Norton just not listening

Given that PhxFlyer (a 20 year customer) had a problem dating back to June, and Symantec's support could not solve that problem (regardless of the number of customers being impacted), then Symantec support should have had the flexibility (and authority) to offer PhxFlyer a "free" upgrade to Norton Security ... in order to determine if that would solve the problem. Doing so might have resulted in Symantec keeping PhxFlyer as a customer for another 20 years. Now, Symantec has most likely lost a loyal customer ... they apparently do not care very much about customer retention.

Kudos1 Stats

Re: Norton just not listening

hok wrote:  As you may know, Symantec is now considering splitting into two companies-Enterprise and Home Consumer. Could be that Norton Management and employees are more distracted by that and what it means for them personally rather than focusing exclusively on their customers.

Symantec is splitting but not between Enterprise and Home Consumer.

Their may be some internal grouping within the Security company between Enterprise and Home Consumer but will still be the same company.

They are splitting between Security and Storage.

http://www.bloomberg.com/news/2014-10-09/symantec-to-split-into-storage-security-companies.html

Jim

Kudos2 Stats

Re: Norton just not listening

Perhaps when the split is finalized at the end of 2015, management of the new security part of Symantec will start making better decisions.

Lately, we have seen decisions to roll out a new forum that was buggy and not fully tested, to roll out a new forum and a new product line in the same timeframe, to roll out a new product line without establishing a consistent upgrade policy (and without informing the chat agents of said policy), to roll out a new product line that has a protection flaw when the user's computer does not have an active internet connection, etc.

Meanwhile, current management allows problems like the one described in this thread by PhxFlyer to occur resulting in loss of customers. Management (who should have been aware of a customer's problem remaining open and unsolved since last June) certainly could have stepped in and insured that PhxFlyer had a "free" upgrade to Norton Security (to determine if the new product resolved the issue).

No amount of restructuring can make up for poor customer support!

Kudos1 Stats

Re: Norton just not listening

huwyngr, I did make it perfectly clear and in writing to tech chat. I even thanked him for his help and acknowledged I knew his hands were tied and I understood why he couldn't help. He did set up the callback to resolve the issue, but all they wanted to do was control my PC to fix the problem. They weren't interested in giving me an upgrade as a fix. I still feel strongly that their product has glitched for me and they should try to rectify the situation. Upgrading would be the easiest for all but I guess they aren't interested in doing that. Maybe the "easiest" thing for them is to lose a customer.  

I'm sorry to hear that.  I'm wondering if you were with the right people -- I thought that subscription matters were almost certainly handled by another group within OnLine Support. If you used ID codes related to the Fix the Problem sessions then they may not even have the tools and access to databases to do anything about subscriptions.

If you go to Norton Chat Support there is a specific Category selection box that enables you to choose Renewal & Purchase

I'd suggest you follow that route and see if breaks the technical chain.

Maybe

"I want to switch to NS since you cannot fix my problem with NIS and it seems NS may not have that problem. But I don't think I should have to pay upfront to get to use the rest of my NIS subscription which has been expiring day by day since your technical colleagues started trying to fix it but eventually failed. If it does I have every intention of renewing when the time comes.

The records show that the Norton technicians began on MMDDYYYY .... what can you do to help me?" [Implication to backdate to that date <s>

The official suggestion: Continue with NIS until my subscription expires won't work because Norton doesn't work .... [Not sure I'd say that <s>

If you have the patience you've nothing to lose by trying that.

Hugh
Kudos0

Re: Norton just not listening

... the group with Simon LeBon ...

Duran Duran? 

RIght ... I was too lazy to look up his name to find the group. 

I think this is the video, "Rio" http://www.youtube.com/watch?v=e3W6yf6c-FA  although I remember more vivid color flashing when I saw it first ... on board the yacht. <g>

Hugh
Kudos0

Re: Norton just not listening

RIght ... I was too lazy to look up his name to find the group.

I didn't look it up either.   

A little bit of knowledge is... well a little bit of knowledge.
Kudos0

Re: Norton just not listening

huwyngr that is an excellent idea and post. I did indeed go through the tech side with the request and not the subscription/purchase side. My initial thought was maybe they had come up with a fix since I wasn't the only one with the glitch. I'm sort of tired with Norton when they want to take control of your PC. Basically, all I've seen them do was clear caches, histories, delete temp files and then uninstall/reinstall.

"I want to switch to NS since you cannot fix my problem with NIS and it seems NS may not have that problem. But I don't think I should have to pay upfront to get to use the rest of my NIS subscription which has been expiring day by day since your technical colleagues started trying to fix it but eventually failed. If it does I have every intention of renewing when the time comes.

That is perfect and what I have been trying to get across with this thread. If for some reason the glitch shows up in the new NS v22, then at least I'd be working with them for a fix that might benefit all in the next generation. Fixing it in the old NIS v21 is counterproductive for them and me.

Thank you very much for the solution I've been looking for other than someone from Norton joining in and seeing that the upgrade route might be best for my problem. I'll give it few days to let things settle down and then try it. I'll post again with what happens.

Kudos0

Re: Norton just not listening

Don't thank me 'til it works .... and then thank Duran Duran ... <g>

Hugh

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