Symantec -- is anyone there?

[Philip Wagner]

I purchased and subscribed to Norton SW last july. I have been
recieving renew request for months now. I thought it strange that my
subscription would run out in 7 1/2 months. 6 months maybe, or a year.
I didn't have the documentation that told me the real amount. I tried
to use the automated service to see if my subscription was running out
early, I had to send a request to them. After about a month they sent
a notice apologizing for the delay in getting back to me and told me
they lost my question and to resubmit it. I did. After three weeks no
response and the subscription ran out.

I was going to ask, is 7 and 1/2 months a normal term for Symantec?,
but I guess I don't want to resubscribe to them anyway, with that type
of crap support. I'll get mcafee.

Anyone else been able to contact them by email?

 

[Joe Roberts]

I believe that if you purchased the package, registered it when it was
installed, the subscription should be good for one year.

When you open Norton Anti Virus the System Status screen should display the
date.

As far as e-mail is concerned I haven't had to use that.

As long as they will update your data files, I would continue to use it.

--
Joe

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ALL INCOMING AND OUTGOING MESSAGES ARE SCANNED BY NORTON ANTIVIRUS 2002

=====================================

 

[Cerridwen]

I purchased and subscribed to Norton SW last july. I have been
recieving renew request for months now. I thought it strange that my
subscription would run out in 7 1/2 months. 6 months maybe, or a year.
I didn't have the documentation that told me the real amount. I tried
to use the automated service to see if my subscription was running out
early, I had to send a request to them. After about a month they sent
a notice apologizing for the delay in getting back to me and told me
they lost my question and to resubmit it. I did. After three weeks no
response and the subscription ran out.

I was going to ask, is 7 and 1/2 months a normal term for Symantec?,
but I guess I don't want to resubscribe to them anyway, with that type
of crap support. I'll get mcafee.

Anyone else been able to contact them by email?

System Works - the ultimate oxymoron. It might work when you install it, but
you can be damned sure that, by the time you've finished, it won't!

 

[Milt]

Philip,

This is my personal opinion. Norton Antivirus seems to
me to be fast and easy to use. Their "Automatic Live
Update" works well. According to PC World's tests it's one
of the best at protecting you. But...System Works should
be called "System Mess-Up". I've always had problems with
Symantec's suites. I just buy and use Norton Antivirus. I
use Zone Alarm's free firewall.

As to reaching an actual "human being" at Symantec,
it's not possible. There don't seem to be any human's
there. My NAV expires in about two weeks. I've been
getting their "Nag Screen" to resubscribe for two months
now.

I guess you've got to take the bitter with the batter.

Hope this helps,
Milt

 

[Big Mac]

I purchased and subscribed to Norton SW last july. I have been
recieving renew request for months now. I thought it strange that my
subscription would run out in 7 1/2 months. 6 months maybe, or a year.
I didn't have the documentation that told me the real amount. I tried
to use the automated service to see if my subscription was running out
early, I had to send a request to them. After about a month they sent
a notice apologizing for the delay in getting back to me and told me
they lost my question and to resubmit it. I did. After three weeks no
response and the subscription ran out.

I was going to ask, is 7 and 1/2 months a normal term for Symantec?,
but I guess I don't want to resubscribe to them anyway, with that type
of crap support. I'll get mcafee.

Anyone else been able to contact them by email?

Hi. I can't help except to say a subscription should be good for a
year.

Actually I just wanted to ask what web page, or what email address,
that you were actually able to email them with? I know they didn't
answer you, but I'd like to know anyway.

 

[Anthony Buckland]

Hi. I can't help except to say a subscription should be good for a
year.

Actually I just wanted to ask what web page, or what email address,
that you were actually able to email them with? I know they didn't
answer you, but I'd like to know anyway.

Another piece of gold (unless it's a mail-only no-reply mailbox) might
be the
address from which they contacted you.

There would seem to be an opportunity for public service on the part of
some disaffected Symantec employee who might publish a list of their
internal email addresses. Presumably they don't refuse to talk to _each_
_other_, and telling everyone in the company of one's legimate concerns
might be a good way to disturb some shit.

 

[DE]

I purchased and subscribed to Norton SW last july. I have been
recieving renew request for months now. I thought it strange that my
subscription would run out in 7 1/2 months. 6 months maybe, or a year.
I didn't have the documentation that told me the real amount. I tried
to use the automated service to see if my subscription was running out
early, I had to send a request to them. After about a month they sent
a notice apologizing for the delay in getting back to me and told me
they lost my question and to resubmit it. I did. After three weeks no
response and the subscription ran out.

I was going to ask, is 7 and 1/2 months a normal term for Symantec?,
but I guess I don't want to resubscribe to them anyway, with that type
of crap support. I'll get mcafee.

Anyone else been able to contact them by email?

A Symantec subscription is for a year IF you subscribed at the time you
purchased. A pre-installed version may be good for only 3 or 6 months.

Additionally, some versions come with a "lifetime" subscription that
expires if you are foolish enough to use LiveUpdate to update the program
(rather than just defs), but I suspect you had a newer version than one of
those.

Symantec is slow to respond and puts you on their mailing list when you
send an inquiry ... but I would suggest that you just email again or call
them.

McAfee is no better, no worse; they all screw up sometimes, and both AV
programs have some issues. But since all you have to pony up for NAV is
the subscription cost, I'd suggest at least trying another email. In
fact, make sure you're emailing customer service, or use the website to
contact them.

-- DE

 

[Bullwinkel J. Moose]

Can you give us the address to email questions that they will answer?

 

[XPUSER]

Can you give us the address to email questions that they will answer?

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http://www.symantec.com/techsupp/support_options.html
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[Big Mac]

http://www.symantec.com/techsupp/support_options.html
=======================================

Here is what the page says:

"Need help with: installation, subscriptions, rebates, viruses, other
support topics
* Online support representatives cannot assist with virus removal
questions. If you need to contact a virus removal technician, please
call our virus removal line."

"$29.95 per incident, 6:00 A.M. to 5:00 P.M. PT Monday through Friday"

"For subscriptions, rebates, orders, registration, or other
nontechnical issues, contact customer service."

So - the top part - the part where it says "online support
representatives - they actually have people online at web pages? I've
never seen live chat, but I needed help back in June- have they
changed?

Also - whoever it was said they contacted customer support for a tech
problem anyway, and ended up getting it. (I don't know if they went
through the online reference to customer support or had a phone #
through another means.)

 

[Nina]

Hi there Big Mac,

try clicking ........start free online support.....

Regards

Nina

 

[Guest]

Good luck in getting a reply from symantec. Ive been waiting since March 5th without a reply yet. Trying to install Firewall and driving me crazy. Going to phone them tomorro
was given a number to call them 1800 927 3991 was told it was toll free will try it and see what happens certainly not paying for a call

 

[Gordon]

Good luck in getting a reply from symantec. Ive been waiting since March

5th without a reply yet. Trying to install Firewall and driving me crazy.
Going to phone them tomorrow

was given a number to call them 1800 927 3991 was told it was toll free

will try it and see what happens certainly not paying for a call

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