Comments on: Why does PC support stink? Ask Symantec

CNET News.com's Charles Cooper recounts how Symantec put in an Oscar-losing performance when his hard drive came under attack.

Norton Antivirus

I purchased Norton 2005 and ran into the same problem. I live 60km from Kamloops, Staples where I purchased Norton. I could not wait until the next time I was going to Kamloops so I downloaded AVG and it solved my problems. I took the Noton back to Staples in Kamloops, B.C. and they gave me full credit. I'm through with Norton.
Jack Moi

It's about time everyone jumped to AVG, Zonealarm, and Firefox

I wrote this two years ago and it is more true than ever!!

Norton Antivirus vs. AVG
It would be worth your while to go to a free antivirus program like AVG. I've been using norton products since the beginning. They do work great. But the NEW Symantec approach is to charge you for the program and then charge you $30 every time you need support. My NAV 2002 is about to expire too; so I've been thinking hard about this one. If you have more than one computer, you will need to buy a copy for each one. Symantec now requires a registered license for each computer - just like Microsoft. This adds up to $$$$$$. So, if you are going to pay for the multiple copies and not get support unless you pay for it too, why not jump ship?

I have installed about 20 copies of the free AVG Antivirus program. It works great and the updates are just one click away. Try it.
http://www.grisoft.com/us/us_dwnl_free.php

I'm about to remove Norton Firewall too. I'm going to use the free version of Zonealarm. I've had good results with this on my wife?s and son's computers.

[System Tyrant]

AVG

I purchased AVG and Zone Alarm awhile back and have been very happy with both.

I figure a nice licencing plan for home and/or small businesses would be to offer multiple licences for what is currently one licence or at least a good discount. What I mean is when I buy a copy of Windows for home use it would be nice if I could say install it on 2 computers for personal use. Some companies do that.

Symantec

Problems with Symantec!!!! You are not alone. Give 'um "what for". I will never buy the product again. Too many problems and no help with the problem. And if you could find help, can't understand them anyway and they don't understand the problem to even begin to help.

[Draken04]

and this is a suprise why?

i don't get it, first an inferior product is chosen, then they are suprised when they have to pay for tech support, when 30 seconds on google came up with the needed answer? you would think a tech news person could have handled such a minor task of removing this virus

[201293546946733175101343322673]

Hey

That is how those tech support guys get paid, right? They all have families to take care of, after all :)

[Anthony Frausto-Robledo]

Charles, do what I did: buy a Mac

Charles, seriously. I had to ask myself, why do I keep rewarding
Microsoft with my hard earned money when all I get is an
unusable computer half the time -- and mostly, by the way,
when I need it the most: crunch time?? Why not support the
alternatives with that same money?

My Mac OS X machines aren't perfect, but they are very nearly
close to it. And when they DO break down, the fix is almost
certainly easier to figure out, faster to figure out, and faster to
implement. All of which begs the most logical question: why
again did I think I HAD to use Windows?

[201293546946733175101343322673]

Buy a Mac and Pay a HUGE Premium to Apple & Mr. Jobs?

And you think this is the best solution for Charles? I see, "Symantec and Microsoft take my money" is a big NO NO, but "Steve Jobs and Apple take my money" is a go. What a logic :)

Reminder to Symantec: Microsoft's also getting into the antivirus game

Any company that has Microsoft gunning for its' customer base *must* do everything it can to shore up its' customer base and offer superior services and support to survive. Especially when your company charges a premium for its' products, while the Redmond boys can readily bundle their software at low or no cost. As they said in old commercials, "anything else would be uncivilized".

[djcomdoc]

Avast AV Free Home Edition

I've used Avast anti-virus for the past two years for FREE on my home system. It auto updates, alerts when anything suspisous happens. And I haven't needed to contact support once. Norton has repeatedly failed my clients. So I highly recommend Avast 4.5 or AVG 7. One note about AVG 6, when they upgraded to 7 they were slow in advising people that they no longer supported 6. Other wise I have clients that are happily using 7.

[amcinc40]

chas cooper / symantec-MS

Now the cheers are for MS with its size that will and should beat any virus, etc. Well I have always believes in MS and still use IE, OE and have stayed away from Firefox etal. MS is very big and understands the problem and will soon have programs to handle the situation. SP2 and Antispy is just a start. Go MS!!

At what point would reformatting the hard drive made sense?

I'd have reformatted the hard drive and started over with a fresh install before I spent that kind of time on the phone. The price of running Windows never stops escalating...

[201293546946733175101343322673]

Well

You may pay Symantec and the answer you get will still be "please wipe your whole HD and reinstall everything" :)

[201293546946733175101343322673]

Come On Symantec

Since 2002, your Norton Systemworks never have any innovations, every year you just roll out a new version of NSW with little or even NO changes compared to last year, and still charge 60-70 dollars, for what? Just for Antivirus updates? No way am I going to pay for Symantec's products, since there are way too many free alternatives to do a lot more than NSW can offer me. And about tech support costs? I will never call and never pay a cent for its lousy service or so called tech support. :)

Where the support $$ goes...

a few years back, I was visiting the Hotel Del Coronado ($$$$$) in San Diego. symnatec was having a rather large gathering for their employees there. Some sort of conference. they obviously need to milk the support dollars to 'support' these types of events. it was a beautiful day and they did look like the were enjoying themselves. at least it's going to a good cause.

Terrible tech support from Symantec

My turn in the barrel with Symantec tech support. Here's a lightly edited copy of an e-mail I sent this morning:

From: Barry Campbell
To: [Symantec CEO, COO, CIO]
cc: [Clueless Indian Outsourcing Company]
Subject: Technical Support Woes

On Saturday, March 5, 2005, I opened up a case with Symantec's web/e-mail based tech support, regarding my sudden inability to use Live Update with Norton Internet Security 2005. The case was assigned as number [redacted].

I was contacted by a representative of Iseva, where Symantec has apparently outsourced its technical support. The entire e-mail trail is reproduced below my signature [news.com readers: I have spared you this - bc], but in essence, what happened was this:

-- I used the web form on the Symantec site to describe my difficulties using Live Update in Internet Security 2005. In the web form submission, I indicated that I had already tried all the relevant troubleshooting procedures in the Knowledgebase, with no success.

-- The Iseva rep wanted to walk me through a troubleshooting procedure I had already performed, based on a document in the Knowledgebase that I had already found.

-- When I informed the Iseva rep that I had already tried everything he was asking me to do, I heard nothing further from him. My last communication from the Iseva rep was on Sunday, March 6, almost one week ago; I wrote on March 8th to ask what was happening with my case, and there was no reply.

I have several questions.

-- Does Symantec feel that this is an adequate level of technical support for a paying customer? (I don't.)

-- Does Iseva feel that they are doing a good job for Symantec? (I don't.)

-- Is abandoning the customer once the first-level support script is exhausted an official Symantec and/or Iseva policy? (It appears to be.)

Frankly, I think that this has been an absolutely disgraceful performance on Iseva's part, and by extension, Symantec's.

I am stuck with disabled software on my desktop machine, and am at the point of removing it, demanding a refund from Symantec, and installing AVG Anti-Virus and ZoneAlarm.

Please give me a reason--any reason--to reconsider.

Symantec Support

Did you ever get anyfurther with this? I am fit to be tied from the horrible service I have received and would dearly love to get a contact on this continent to communicate same.

[linzynj]

symantec products lousy but support is worse

my most recent experience with symantec NON support has taught me to never purchase another symantec product again. my ghost 10 (legally purchased by me & registered 5 months ago) decided last week for no reason that it expired ????

after several hours of wasted time and dead end phone calls trying to get support i gave up. they actually wont talk to you unless you pay them $$$. what incredible balls!

will never buy another symantec product!

[linzynj]

symantec products lousy but support is worse

my most recent experience with symantec NON support has taught me to never purchase another symantec product again. my ghost 10 (legally purchased by me & registered 5 months ago) decided last week for no reason that it expired ????

after several hours of wasted time and dead end phone calls trying to get support i gave up. they actually wont talk to you unless you pay them $$$. what incredible balls!

will never buy another symantec product!

Impossible to get service

I am a former subscriber to Norton AntiVirus. When I went to another product, I uninstalled NAV. Unbeknownst to me, two files were left behind. They are Symantec ScrAuth.dll and ScrBlock.dll. I tried to delete these files to no avail. I tried to contact Symantec to find out how I can get rid of them and all I get is the runaround to the "knowledge base" that has absolutely nothing on this subject. If anyone knows how I can get rid of these two files, please tell me. They cause a problem with my HP scanner by saying they have prevented HP from running a script they don't like. It doesn't matter what I like, apparently.

Bill

[WilBen1]

Norton Uninstall Tool

I understand that you may have already solved your problem since it has been quite some time ago that you posted your question but this may help you or someone else. Symantec has a tool called "Norton Removal Utility" that might work. Go to this link to obtain: http://service1.symantec.com/SUPPORT/nip.nsf/docid/2001090510510636
This works for Norton Internet Security or Personal Firewall 2003 or earlier using the RnisUPG.exe removal utility. For later version use the link in the "notes".

[duncanmcalynn]

Users CAN Support Users

In a surprising move, Symantec shuttered the doors on the company's online managed support forums citing that "the groups are too public for a meaningful discourse on technical questions related to individual customer concerns".

Though we're dedicated to supporting Symantec solutions, Boardfish.com wholeheartedly disagrees with the comments made by the company's spokeswoman.

At Boardfish.com we believe that you - the community of users in the trenches - are fully capable of supporting yourselves through engaged dialog about point-specific concerns you have with the Symantec products. We believe in this concept so dearly that we've built and dedicated our website to that very purpose.

The forums are open. We hope you'll be pleased with what you find there and continue to strengthen your community relationships.

http://www.boardfish.com

[jcpenny]

Symantec

Some suppliers do have an email for Support.
If Symantec has it to offer We Failed to find it.
And their technical_home user support lists
Do Not really give any solution_workable, that is.
At least not where we were involved...

[WilBen1]

Symantec e-mail support

They have a form for you to fill out. But when you finish wasteing time filling it out you find that the submit button is disabled. They are not even honest enough to tell you up front that you are wasteing your time trying to get support from them. As far as their online faq listing, they are only their idea of what might be your problem. Get a clue Symantec and start to support us who have been a loyal user of your products from day one and know will go elsewhere. I for one have wasted my last dime on your trashy products. By the way I did find that if you do a search on their site for "b*ll sh*t" you will find 49 possible solutions.

[turner5turner]

WORST Customer Service EVER

Last night a box randomly appeared on my screan stating that my key has been used on too many computers; and so my Norton Systemworks, which I spent $70-100 on was disabled. I called Norton's farmed out customer service for roughly 2.5 hours and although they could see that I recently renewed my subscription, they would not do anytthing for me. I spoke with 5 different people, including 2 'supervisors,' one of whom hung up on me. The only offered fix: pay $50 for a BRAND NEW norton systemworks program and they would extend the subscription by my remaining time on my previous subscription. I asked If I could just have a key for the remaining 6 months that I already paid for and that they could tell I paid for, they said no, unless I paid for a new program. I have dealt w/ bad customer service, but this is the WORST I have ever seen. Norton: I am currently looking for new antivirus. I have been a customer for years, literally, multiple computers over multiple years. I will NEVER purchase your crap again. You have lost a customer and HOPEFULLY many will follow. F U Norton.

[drmick3]

Symantec Support Worst on Planet Earth

I have similar view about Symantec's tech support services.

I have had a Symantec (used to be Norton) product running on my computer(s) for 8 years.

The last 3 years have seen what can only be described as an intentional system to eliminate as many tech support callers as possible from getting through.

I use System Works 2006 - Premier edition, which includes Ghost, which I use to backup my entire disk onto an external disk every day.

Generally, it works fine, but if I ever have to call tech support it becomes "by far" the most painful and fustrating experience I have ever experienced with computers.

Tech support now requires you to go to their website to get a case number before you have a prayer of getting through to a live person.

The case creation system is ridiculous. Not only is there no place for me to get a case number specific to Ghost (which is separated from anti-virus and the rest of System Works) but the number provided me for the separate Ghost tech support has a recording that directs you back to the Anti-Virus case management system.

I was told a year ago by a Ghost tech support person that you don't need a case number. Well, today I kept getting disconnected after holding for 20 minutes.

When I complained to the anti-virus people they just give me the Ghost number, even when I tell them it will refer me back to their system of a case number.

I would advise anyone not to go with Symantec, even though the product is good and I have few probelms with it.

The difficulty is that if you do need to contact customer support on a critical issue, just forget it.

Did I neglect to say, all the support sounds like its been outsourced to India and its qualtiy looks like its an all volunteer force that is paid nothing for their time.

[toms_house]

Check out this email from Symantec Tech Support.

First they tell you to reply about their service, then tell you that no one will read it :)
I won't even begin to describe how horrible an experience it is with Symantec suppport. Anyway here is the email.

Hi,
Wishing you warm and hearty greetings.

You have called Symantec Virus Removal on 9/8/2006. The case ID is #######.

We would like to know the status of the issue. Would appreciate if you could reply to this mail with the issue status in the below mentioned box:

HTML BOX INSERTED HERE

If the issue is not resolved, requirements please call Symantec Virus and Spyware Solutions on the following numbers for your respective locations:

US - 1-877-788-4877
UK - [phone]
AUS - 1800-203-764
NZ - 0800-450-722
Ireland - [phone]
SA - [phone]
=====================================================================================

Thanking You,
Symantec Virus Spyware Solutions

Note: Please do not reply to this email. This is a system generated email and no one will see your response. If you still have any support

[toms_house]

Check out this email from Symantec Tech Support.

First they tell you to reply about their service, then tell you that no one will read it :)
I won't even begin to describe how horrible an experience it was with Symantec suppport. Anyway here is the email. (p.s. Still trying to get my $69.95 refunded)

Hi,
Wishing you warm and hearty greetings.

You have called Symantec Virus Removal on 9/8/2006. The case ID is #######.

We would like to know the status of the issue. Would appreciate if you could reply to this mail with the issue status in the below mentioned box:

HTML BOX INSERTED HERE

If the issue is not resolved, requirements please call Symantec Virus and Spyware Solutions on the following numbers for your respective locations:

US - 1-877-788-4877
UK - [phone]
AUS - 1800-203-764
NZ - 0800-450-722
Ireland - [phone]
SA - [phone]
=====================================================================================

Thanking You,
Symantec Virus Spyware Solutions

Note: Please do not reply to this email. This is a system generated email and no one will see your response. If you still have any support

[scroucher]

Stinking PC Support

Great article!

[Johnny.Alpha]

You think Norton AV support is bad

I just bought Backup Exec. The venerable old salt of backup software. I have not even installed the software yet. 5 hours of phone calls just to get my license keys. This will be the last Symantec product I ever buy. If Symantec made the antidote to something that poisined me it looks like I am gonna die!