Having done a similar web page on Another Shitty Product, I decided to check on the web to see
if I was the only one having similar problems with Symantec, guess what, I'm not!

 CLICK HERE FOR A LIST OF SYMANTEC SUCKS PAGES ON GOOGLE!

JUST FOR GIGGLES, I'VE PASTED BELOW THE EMAILS I SENT TO THEM, WITH MIND YOU,
NO REPLY.

THEREFORE, AND UNTIL I HEAR FROM THEM, THIS PAGE WILL REMAIN.

In Chronological order, the first email is the 'survey' I received from them asking if my problem was solved, to which I responded. (no)

I then received a phone call within the hour, at 1 am EST supposedly in an attempt to resolve my issues.
I was promised an email, containing a link to an update,
just as I had been promised an email during my original problem,
(that neither one of, yet, has seen the light of day on my monitor.)

The next 3 emails from me go from
1) thanking them for their help,
2) to letting them know how much I appreciated what they were doing, (sending me an update, and disk),
3) Disappointed again as they had not followed through on another 'promise.'
and then finally
4) Informing them that I would be posting this page, if I did not hear from them.

You tell me,

On Fri, 9 Mar 2007 09:37:09 +0530 "Ravindra Zha" <ravindra_jha@symantec.suth.com> writes:
Greetings from Symantec Support,
This is a follow up mail to check whether your issue, that you called us some time earlier is resolved.

Priority Id: 29122536
Date: 2/28/2007

We appreciate the opportunity to serve you. In case you have any further questions or the solution we provided did not work to your satisfaction and would like to contact the support helpdesk to re-open your case;

Please call us at  North America: (800) 927-3991.        U.K :               44 (0)20-7616-5813
When asked for a “Priority ID”, enter your Priority Id: (Case id) to reach a Technical support executive without having to go through any voice menus.

Please do respond to this mail indicating your convenient time to call you back in order to resolve your issue.
We are here round the clock to serve you. We value you as our customer and your satisfaction is important to us.

Thank you,

Ravindra Jha.
Symantec Authorized Service Center.
**********************************

From: njbay
To: ravindra_jha@symantec.suth.com
Date: Fri, 9 Mar 2007 05:34:16 GMT
Subject: Re: Follow-Up Email from Symantec Technical Support

Hmm,
was my problem solved by tech support? yes and no.
Mostly no.

Everyone was very nice on the telephone.
The first tech person promised me an email within a half hour with the
links to the files I would need to do a restore.
He said it had to be reviewed by his supervisor, and I would be
receiving it shortly.

One hour later, and no email, I called tech support again.

This time I had someone that was not as clear to understand, or able to
understand me, and despite the notes that were supposedly entered on my
case number, wanted to me to repeat again what my problem was, after
already explaining that I had not received the email that had been
promised to me the hour before.

Just for the record, that email never arrived!

When I asked for a supervisor, I was told no one was available.

Totally frustrated, the tech person then informed me, (after me asking
again for a file to restore  my computer,) that he could give me the
link, and no email was needed. Go figure,,,,,,,

He gave me one link, to which I had him hold on while I went to the
page, and downloaded the file..

When I mentioned the extension of the restore image I had, he said that
that file he had just given me the link to, would probably not work,
and gave me a second link, which I wrote down and the hung up.

Upon going to this page, I discovered that there was NO file on this
page to download,,just reference information.

I eventually found a friend who was able to lend me a recovery disk,
and it was with this disk, I was able to use for the restore.

Needless to say, I am extremely disappointed in the so called 'support'
that I received, or lack there of, and will seriously be rethinking any further
use of Systemworks,,especially when purchased and downloaded from the
your web site!

When I purchased and downloaded Systemworks, why wasn't a
restore/recovery file included???

I wasted way too many days trying to do something that would have been
solved the first day if your program would have included the recovery
file, or have been able to use the 2005 disk for the 2006.

I still do not understand why it would not work! It saw the file, but
would not let me use the 2005 recovery disk for the 2006 image, despite
the fact that it was the exact same extension!

I lost about 3 days worth of work, and gained 3 days of unnecessary
aggravation due to your half ass download feature.

So, no, overall, I'm extremely disappointed in your 'support'.

********************************************

From: njbay
To: ravindra_jha@symantec.suth.com
Date: Fri, 9 Mar 2007 06:23:49 GMT
Subject: Re: Follow-Up Email from Symantec Technical Support

Hi again,
Just thought I'd update you since our earlier conversation.

I had to repeat the story again to the guy in customer service, (that you transferred me to).
Then he told me it was $20.00 for the disk. (the same one you said was free of charge.)

Then I went through the story AGAIN. (then put me on hold.)
He said it would be $7.00 something for postage.

Then I asked for a supervisor,
then the disk became free.

Hopefully, I repeat HOPEFULLY, it will be the correct one, 2007, as I
had to repeat that again also.

In the meantime, I will be waiting for the email from you, containing
the link to upgrade from Norton Systemworks Premier 2006, to 2007.

thank you for your help.

****************************************

From: njbay
To: ravindra_jha@symantec.suth.com
Date: Fri, 9 Mar 2007 14:04:11 -0500
Subject: Re: Follow-Up Email from Symantec Technical Support Priority Id: 29122536 (Date: 2/28/2007)

Ravindra,

Assuming you received my second email last night, (see attached)
(informing you that the email you promised me, containing the link to download Norton's Systemworks Premier 2007 hadn't yet arrived,) this is now my third email.

I don't know, is it me?

Symantec seems to know exactly where to send surveys, but not the emails that really count.

As I stated in my first email, originally, (see attached)
tech support never sent the promised email containing 'the links to solve my problems.'

Now after speaking with you last night, I still have no email from last night's promised one containing the link to download and upgrade from 2006 to 2007.

When you said you were taking care of it right then last night on the phone, (which by the way was
12:44 am EST when you called me,) it was pretty clear to me that that meant you were sending out that email immediately.

Going by your own companies history, I know if email is not sent immediately, it never is!

Short of your system crashing, or shift ending before we hung up,
I do not understand why there has been no email as promised, that is, unless you meant snail mail???

In that case, I will be perfectly happy to receive the entire Norton Systemworks Premier 2007 complete package, all disks included!

However, and therefore, until then, here is Symantec's new slogan, feel free to use it!

Symantec = Big on Promises - Small on Real-time Support!
BIG TIME DISAPPOINTMENT GUARANTEED!

By the way, should your customer service come through with the new Recovery 2007 disk as promised (HAHA),
it ought to be interesting to see if it will work, or not, on 2006?

Apparently, no make that it is EXTREMELY APPARENT, NO ONE knows what the hell they are doing.
no one knows how to read the history, making one constantly repeat themselves,
then told, "ok, oh, let me read your records, hold on."

DUH! YOU ARE SUPPOSED TO DO THAT FIRST!

Completely annoyed by lack of customer service, unreliable promises, and untrained CSR reps,
who apparently can't read, write, listen, let alone comprehend!

about to be your next EX customer of 10 years!
(who will NO longer use or recommend your products!)

**********************************

From: njbay
To: ravindra_jha@symantec.suth.com
Date: Tue, 13 Mar 2007 10:01:09 -0400
Subject: Re: Follow-Up Email from Symantec Technical Support (Priority Id: 29122536)
GIVE TO SUPERVISOR!!!

To Whomever reads this at Symantec CSR "NO-SERVICE" OR "LACK OF TECH SUPPORT":

Well, it's now Tuesday, March 13th, 2007, and still no reply/response.
WHY am I NOT surprised?
Once again:

1) The original email from February 28th , 2007, never arrived as promised. (see attached)
        (but you knew where to send the survey.)

2) Then the email promised by Ravindra Friday, March 9th 2007
(during our phone conversation at 1 AM EST),  never arrived, AS PROMISED
                                                                                                                          (see attached)

No phone call, no email, NOTHING but EMPTY PROMISES.

I think you will be added to my web site VERY SOON!!!
that I PROMISE!!!

Different name, but exactly the same situation,,,

LOUSY CUSTOMER SERVICE & TECH SUPPORT!!!

Symantec = Big on Promises - Small on Real-time Support!
BIG TIME DISAPPOINTMENT GUARANTEED!

http://njbay.tripod.com/dellsucks.html
ENJOY!

Interesting, just as I was adding this to the page, my telephone rang ONCE,
and then 'Whomever' was calling, hung up.
It was the same number and area code as the 1 am phone call I received on Friday from Symantec.
hmmmmmmmmmmmm
**********************************

From: njbay
To: ravindra_jha@symantec.suth.com
Date: Tue, 13 Mar 2007 19:58:03 -0400
Subject: Re: Follow-Up Email from Symantec Technical Support
(Priority Id: 29122536)  GIVE TO SUPERVISOR!!!

UNLIKE YOUR COMPANY AND IT'S EMPLOYEES,

I KEEP MY PROMISES!

ENJOY!

FEEL FREE TO CIRCULATE IN YOUR COMPANY, BECAUSE, APPARENTLY
I AM NOT THE ONLY PERSON WHO FEELS THIS WAY!

Symantec = Big on Promises - Small on Realtime Support!
BIGTIME DISAPPOINTMENT GUARANTEED!
YOU PEOPLE SUCK!

Have a Nice day!

***UPDATE***

Ok, here's one for the books!

Thursday, August 9, 2007 5:33PM EST

I received a telephone call,,guess who?
It's Symantec Customer Service, asking me if I'm still experiencing any problems, or if I've had any problems with Symantec over the last 3 months.

First, I completely forgot I ever had a problem, we're talking, uh, 5 months ago.
Second, why do they care now?
Third, why are they calling me NOW???

After getting over the shock of having actually received a phone call after 5 months,
I then informed the rep that I no longer have any problems,
as I no longer run Systemworks.
Due to the failure, lack of tech support and customer service, I decided to uninstall their garbage.

This is the FIRST contact they have made since the following email from above:

Fri, 9 Mar 2007 09:37:09 +0530 "Ravindra Zha" <ravindra_jha@symantec.suth.com> writes:
Greetings from Symantec Support,
This is a follow up mail to check whether your issue, that you called us some time earlier is resolved.

Priority Id: 29122536
Date: 2/28/2007

YES! FEBRUARY!

To make a very long story short,
after once again trying to wrack my brain what the problem had been 5 months ago,
I was told they'd have to call me back, after it was run through to the management.
(yeah, whatever,,,,,,,,,,,,,)
He also asked if i had any suggestions to pass on to the management.
I gave him a list.

Today, Friday, August 10th, 2007

I received a phone call back telling me that they would be sending me a recovery disk.
All I have to say it, I am not holding my breath,
& besides, who cares,,
I uninstalled their piece of bogging down the computer shit 4 months ago, after giving up on them forever.

I used to swear by Norton's.
Now I just swear at them.

Everyone I know has since removed Shitnortons from their computer too.
I'm sick of shelling out good money on an overpriced product that bogs down the computer, gives errors, creates problems, & wastes my time when I'm trying to get work done.

All I have to say is good freakin' riddance!
 

© Suzie 2007 ©