Symantec.com

The need for dynamic Internet security increases each day. The makers and distributors of viruses, spyware and other malicious code engaged in a predator/prey competition with Symantec and other software producers. Unfortunately, the proliferation of ...

Three months ago I bought a new Dell computer through D ell.com. It came with a three month subcription to Norton Anti-Virus Protection. My three months is up tomorrow and I knew that I didn’t want my new ...

This is a customer-service based review on symantec.com following my experience with the website and the Norton AntiVirus program. Background: About a year ago, I purchased the Norton AntiVirus program from BestBuy after my computer had developed a ...

The on-line subscription renewal process from the Symantec.com store for Norton Internet Security is error-prone and buggy, and two out of three calls to customer "service" (apparently in India) were handled in a civil but highly unsatisfactory manner. ...

I purchased Norton Internet Security 2007 as a download with the Extended Download Service from the on-line Symantec store in February 2007. Within 2 weeks I started receiving error messages that my computer wasn't properly protected and to select the ...

Disclaimer This is a summary of my experience with customer service at Symantec. It is not a review of the software. OK - here it is. My version of Norton Internet Security started demanding that I renew it about a month ago. Tired of the daily ...

I recently visited my father and found the Symantec suite he purchased on-line completely non-functional. It has apparently been this way since Aug/Sep 06. It was, he explained extremely problematic to download and required a couple of re-starts with the help of someone who was actually providing customer support for downloads.

Nonetheless the installation was a mess. Auto-updates didn't work and virus definitions were dated Jan 06. There were also serious issues with the registry. I learned first hand how poor Symantec's response is. There is no on-line customer support. After posting the request in Dec 06, he still has not had a response. Phone contact was a joke as well. The Symantec site boasts 24/7 support, but anyone who has been through our experience knows better.

I was surprised that an on-line software vendor of this caliber does not support their product. He has since un-installed (without their assistance) and changed vendors. With a non-functional product that could not be updated he had no choice. I wonder if he'll ever get his money back.

The fact that home users can not even contact the vendor indicates a pretty clear shift in priorities for a company like Symantec.

I purchased System Works 2006. Following a complete system crash, not necessarily attributed to Symantec product, I had to reload my SW-2006.

The old key no longer worked so I contacted Symantec Help desk.

This occurred in July 2007, since this time I have received no resolution to the unusable software key AND have sent about 1 dozen emails (new and replies that they would contact me) and NO ONE and I MEAN NO ONE has responded.

It’s very simple, either assist in correcting the key or just let me download a new copy of SW2006. THIS IS NOT ROCKET SCIENCE PEOPLE.

As a customer Service Manager for Fujitsu I have to tell you I would be embarrassed to have this department.

I therefore felt very justified in submitting a BBB complaint to BBB Silicone Valley.

Symantec mail-in rebate offers are a scam, in my experience.

I decided to buy Symantec Systemworks only because I was also buying QuickTax, which would get me a $40 mail-in rebate. A month after submitting the rebate documents I received a postcard indicating that they didn't have all the necessary documents. However, when called for more info, the operator said he didn't know why we received the notice because he had everything there in our file.

Now 3 months after submitting the documents I still haven't received my refund. When calling to inquire I was told that my purchase was not eligible for the rebate because I bought the software at Costco. I had checked the rebate form in detail prior to purchase to check specifically for this and there is nothing about any exclusions. I have been bounced around to many different departments, apparently "escalating" the case, and still no resolution.

My next steps will get Costco, QuickTax, and the credit card company involved.

Given all the software and customer service problems with Symantec, and the quality of competing software, I would strongly recommend going with someone else!

I can only hope that you're from Symantec corporate office reading this, please please please consider using secret shoppers for your phone-in support or I hope you can sue and perhaps get your money back?
The 04/12/2006 renewal I chose included trips to a call center where a serious ADD (read; ADHD w/o hyperactivity) and/or language barrier exists in this customers' five phone call epinion.
Additionally now my single license one year SystemWorks software renewal order promptly has arrived in triplicate!

Yes as seen in other epinions the help files and online support may forever seem clunky, repetitious and mysterious,
but that's all a snap compared to some special moments I've seen at the user level of their corporate edition used at my employer.
Fortunately NIS NAV NSW software product gets consistent
acceptable PCMAG-online reviews...My new 2006 NIS home- office and SystemWorks edition seems O.K.

I have never had such a difficult time trying to get help, with the exception of maybe Dell, which should tell you how poor the service is. Their website customer service is deliberately confusing and circular. The link to contact customer service takes you back to the page you just left with no way to actually contact someone. Their 800 number, which takes hours to find, will leave you on hold for a minimum of 20 minutes. I have yet to receive an email from them confirming my purchase, confirming my return or updating my status. But somehow, they were pretty darn speedy about charging my credit card.

Beware their customer service and tech support is absolutely terrible. It is located in India and between poor language skills and terrible telephone lines.

Long story short: problems with installation. After 5 hours on the phone over 2 days their technical support people determine the CD-ROM is defective and needs to be replaced. That's fine...but another 35 minutes on the phone with their "Customer UnCare" they then asked for $20 for the new CD!!! I don't think so.

Final result was I spoke with a supervisor who is sending it for free, as it should have been in the first place. I hope it works.

Yes the need for dynamic Internet security increases each day, but, if you have problems with your software and need tech support, and just cant get help your sunk. Symantec has no free phone support and their free online tech support is useless, trust me. If you just buy something and it dont work I think they should help you but there support people from India just dont understand what you tell them, they make you want to cry. They wear you down with asking the same questions over after you've already told them what they asked. Stay away from Symantec, go McAfee

The most frustrating experience I can recall! Symantec is quick to deliver the product and run your credit card but from then on they don't want to know about you. As another of your members wrote, getting through to anyone on their 800 numbers is virtually impossible and when you do, it inevitably turns out to be someone (department) that can't help with the specific problem or someone that speaks very poor English.

I purchased a 3-installation Norton's Internet Security package in January and cannot use the two remaining installations because Symantec's system won't recognize my Product Key. After countless calls to 800 numbers over a period of three weeks I just gave up and bought another security product from AVG.

D. Beaulieu
Nadi, Fiji Islands

After purchasing Norton, I found myself unable to use their product. I decided to request a refund. However, their refund request method involves submitting in an online form and following up in an email. But the initial refund request form sent me to a blank "error" page. I resubmitted several times with the same result. When I finally did receive an email, the link provided took me to a webpage with no way to finalize the refund. After being sent in circles for an hour, I wanted to call and request my refund over the phone. But of course there is no phone number listed at the Symantec website. Having done this before, I found myself again forced to do my own detective work. Using the physical address listed, I went to Superpages.com and located a telephone number, 541-335-5000. After listening to a a lengthy recording, I was given the number 1-800-441-7234. In the end, I spoke with someone who issued my refund, but only after 15 minutes on hold. It is really bad business to hide contact phone numbers from customers, and I do I not appreciate their confusing online refund request form.