I upgraded one of my computers to Norton 360 V4 to evaluate the performance against the older version, 360 V3. The issue I have now with V4 is the amount of spam I receive. V3 running on the other computers has a fraction of the spam and I mean 1 spam email compared to 10 or 12 spam emails with V4. I contacted Norton support. What a joke. I have had a number of emails (8) or so saying they will contact me. No one has contacted me. I have been on Norton Support live chat when the person you were chatting with just ups and leaves the room. The reference numbers I have been provided have been noted as resolved and yet the problem still has not been addressed.
I have looked at as many Symantec web sites as I could find and conclude Symantec has no avenue to receive formal complaints from its consumers. This is disappointing considering the size of the organisation as how do you provide a quality service when you don't have any feedback or measuring tool from your consumers on an on going basis. I did receive a Symantec customer survey and was accurate in marking a very low score for customer service.
What next? I am reviewing the product as it comes up for renewal in the next couple of weeks. It looks like no services look else where. If any company out there believes they have a better product with back up customer service, please let me know. I would be interested.
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