Comments on: Symantec’s Customer Service Takes A Dive

By: Don Wells

Don Wells — Fri, 20 Jul 2007 15:23:17 +0000

I don't like what I'm reading about here about Symantec's Customer Service -- sounds too much like the tailchase I've just begun.

Bait and switch? Systemworks 2004 -- I renewed my subscription yesterday, ran LiveUpdate this morning and was informed my subscription had expired. This afternoon, LiveUpdate produces an error message with a link that takes me to the announcement that my edition is antiquated -- doesn't say it's no longer supported, just out-of-date -- and the pitch is made for the shiny new SystemWorks at twice the cost of a subscription renewal.

Then, there's the Symantec Knowledge Base -- if you want to research error messages, you're better going to your local library and looking in the card catalogue.

I now have an Symantec email: "We have received your request for assistance and a Symantec Authorized Online Customer Service agent will contact you by e-mail within 24 hours to help answer your questions."

If there's no contact as mentioned, I intend to tell my credit card company to not honor the subscription renewal charge and go shopping.

In the event, Symantec follows through as promised and resolves the issue, I'll be back to update this post.

If you don't find a subsequent post from me, assume the worst and consider yourself warned!

By: pat makely

pat makely — Fri, 22 Jun 2007 18:22:44 +0000

I have spent the better part of two hours waiting for symantec to answer my call… After 45 minutes I was connected and then disconnected immediately, which forced me to call back. My problem…a charge for servive that I did not renew. The charge was placed automatically on a credit card. There are two abuses here-the first is the long,wait for customer service and there is none. The second is the automatic charge for service not renewed. The charge was place before the expiration day of end of service.

By: E Meza

E Meza — Mon, 06 Nov 2006 18:31:04 +0000

I ordered on-line, and then could'nt download with dial-up. Called someone (after an hr of trying to find a phone no) and explained the problem. He cancelled the orig. order and re-ordered for me a 2pk. It never arrived; I checked order status and the order was never completed! About 4 wks after the order was supposed to arrive, it got here. THE NEXT DAY I got an email, apologizing, and my product would soon be here. 2 days after that, another e-mail asking me what the problem was!! This after I'd rec'd the product and installed it.

By: fungku

fungku — Tue, 18 Oct 2005 22:39:16 +0000

i've never liked symantic that much. I like mcafee

By: Ian Bell

Ian Bell — Mon, 17 Oct 2005 12:57:58 +0000

What a bummer. I have heard a lot of bad things about Symantec recently. I have their antivirus 2003 software which I still use and just pay to update the virus information. I have heard that their new software is a nightmare to run.

By: Bob Eagle

Bob Eagle — Mon, 17 Oct 2005 11:36:35 +0000

I too have had it with the customer service dept. of symantec. I purchased and 3-PC antivirus and had a simple problem. But Symantec made sure that it would be almost impossible to contact them by letter. Since they only put their mailing address inside of the box with the software (all sealed up).
They have blown it with me and everyone that I can share my story with. I most definitely will turn to another provider (good riddance!)