SYMANTEC SUCKS (Part II)

I had forgotten about my first nightmare encounter with Symantec Technical Support, and thus I blundered into a second misadventure with them. (See: Symantec Sucks) Somewhere in the few intervening years I once again started using Norton Antivirus for Mac. I really like the program, and it gives me a sense of security–although considering the almost nonexistent Mac viruses out there, it is probably a total waste of money.

The program preferences are set for automatic updates, so a notice appeared on my monitor that my annual subscription to their antivirus definitions would expire in May, and did I wish to renew. Fine! I decided to renew, even though I still had almost two months. I clicked on the “renew” button and was connected to their web site, where they tried to trick me into purchasing software rather than renewing my antivirus subscription. I fell for that once before, so this time I scrolled down to where I could just renew my subscription. I entered the information and credit card #, and shortly I received an email thanking me for renewing. The email gave me my order number and “Subscription Key/Renewal Code,” but it did not tell me what to do with this code.

I assumed that, since it was a “key/code,” it was necessary to enter it somewhere in the Norton Antivirus program so that I could continue getting updates for another year. Why else would they send me a “Key/Code?” But alas, there was no place I could find to enter the key/code.

Their email said that for “… questions or assistance related to this order, please visit Symantec Customer Service at http://www.norton.com/cs.” I am now convinced that the “.cs” either stands for 'crappy service' or 'completely stupid.'

Clicking on the “contact us” link revealed that I could chat with a live technical support person. Great. I clicked on “Chat Now.” At this point I had to fill out my name, phone number, email address, order number, product, version, and a problem description. Then the following dialog transpired, lasting over an hour, and I still don’t know what to do with the Key/Code, but I know where I’d like to put it.

Lewis has entered room.

Prasanthan has entered room.

Prasanthan (Wed Mar 25 2009 21:21:36 GMT-0400 (EDT))>

You are being transferred to Prasanthan.

Prasanthan

Welcome to Norton Support, my name is Prasanthan, Can I please have a minute to go through the information you have provided?

Prasanthan

Thank you for your patience, your case number is #########, please write this down.

Prasanthan

Please don’t follow this now – but just in case we get disconnected for any reason, you can follow these instructions to reconnect to me. You'll need to do this within a couple of minutes of being disconnected:

Can you please make a note of these instructions.

1) Open up Internet Explorer and then go to www.norton.com/connectme

2) Enter the [Connection Code] 226776

3) Click on [Submit]

May I confirm that the issue you are encountering is you had the renewal code and need help to activate the Norton product ?

Yes, I renewed my antivirus subscription.

Norton Antivirus program is working fine. It notified me that my subscription expires in May, so I renewed it.

Prasanthan

May I know how you purchased your Norton program? Is it a downloaded version or do you have a CD version?

Originally it was on a CD, but I have downloaded updates to it for a couple of years now.

Prasanthan

May I have the product key?

My last download was in September of 2008 when I downloaded version 11. Where do I find the product key? My subscription renewal key I just received is: Subscription Key/Renewal Code ND###C####

Prasanthan

Can I put you on hold for 2 or 3 minutes while I look into this for you?

Okay

Prasanthan

Thank you for your patience

Prasanthan

May I know which Operating System do you have on the computer?

OS 10.4.11

Prasanthan

Operating System would mean Windows Vista, Windows XP, Mac OS, etc?

(Duh…When I signed on to the chat room I was required to give the Symantec product: "Norton Antivirus for Macintosh" and version number, so I assumed that anyone capable of being a “technical support” person should know that it would be a Mac. Another clue was OS 10.4.11. Obviously my expectations were too high, but I didn't say this.)

Mac

Prasanthan

Lewis , we are having another department to handle the issue that related with the Norton product , shall I go ahead and transfer you to the respective department?

Yes

Prasanthan

Please wait for a couple of minute while I transfer you to the respective department.

Prasanthan

Please wait, while the issue is escalated to another analyst.

Prasanthan has left room.

Reena has entered room.

Welcome to Norton Support, my name is Reena Can I please have a minute to go through the information you have provided?

Yes

Reena

Please don’t follow this now – but just in case we get disconnected for any reason, you can follow these instructions to reconnect to me.. You'll need to do this within a couple of minutes of being disconnected:

Can you please make a note of these instructions.

1) Open up Internet Explorer and then go to www.norton.com/connectme

2) Enter the [Connection Code] 258943

3) Click on [Submit]

Noted

Reena

May I confirm the issue is about you want do not know where to enter the renewal code to extend the subscription ?

Correct.

Reena

Thanks, your case number is ######### , please write this down.

May I confirm with your order number as ########## ?

Yes. ##########

Reena

May I confirm that you have Mac Operating System ?

Yes

MAC OS 10.4.11

Reena

Please open the Norton and click on run live update

Updated. No updates were needed.

Reena

Did it not ask for a renewal code ?

No. Earlier it notified me that my antivirus subscription was going to expire in May, and asked me if I wanted to renew the subscription. I did. I receive the subscription key

Reena

So now does the Norton show a valid subscription for a year ?

For some reason it now says it is good until September 20, 2009.

It should be good until next year in May.

Reena

Lewis, I would request you to change the date of your Mac computer to September 20, 2009 and save it, and then click on run live update again

 (At this point, a good technician might have warned me that my Mac Mail program, as well as some other mail programs, automatically deletes junk mail after a set period of time. I'm not sure what that time is, but moving my computer date forward six months deleted all the mail in that file, including many valid emails that I had not yet read.)

I'll try that now.

Reena

Sure I will wait till then

Complete. Changed the date to September 20. Did live update. No updates needed. Norton AntiVirus now says "Subscription Expiration Date: Today"

Reena

Is it asking for a renewal code ?

No.

Reena

Lewis, can you please change the date of your Mac to October 30 2009 and check for it ?

Okay.

Reena

Thanks and I am sorry to bother you.

I will wait untill then

Live update complete. No updates needed. Subscription Expiration Date: Sep 20, 2009.

Reena

And so, it again did not ask for a renewal code ?

Correct. It did not.

Reena (Wed Mar 25 2009 22:06:59 GMT-0400 (EDT))>

Lewis, I am now sending a link to your LHofm1@gmail.com email address and please download and run the first file

I'm now having problems with Gmail due to invalid security certificate. I will have to change the computer date back to today and try it again.

Lewis

The first file is for Intel processor macs. Should I run the second file: NavM9_installer_20090320_US.zip

Lewis

NavM9_Installer_20090320_US.zip | FTP is downloading

Lewis

Program downloaded and installed.

Lewis

Ran live update again. No update needed. Norton Antivirus program now says "Last Product Update: Today at 1:23 AM. Subscription Expiration Date: Sep 20, 2009.

Lewis

What next?

Lewis

Reena??? Are you still there????

Lewis (Thu Mar 26 2009 01:45:55 GMT-0400 (EDT))

?????