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Review 2/15/2011
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How an innovative IT company has morphed into a giant organization unable to act upon its stated promise of generating customer confidence, this is the Symantec lesson. Symantec illustrates the shortcomings of using overseas support technicians who are blatantly unconcerned by the problems of, and express contempt toward, the Company's customers, shower customers with apologies and empathy that resonate like insults short of action and actually held promises. Symantec's NORTON 360 product is marketed as a gold standard in data protection and back up, as a rescue solution in case of nasty computer crashes, but does not deliver on its promises. Having NORTON 360 on your computer looks good but do not count on it in case of a nasty crash, except if maybe you have so much confidence in Symantec as to check your online storage availability both from your online account and from your computer interface-you may have surprises, and certainly so not count on technical support to actually help you! I spent so far over 24 hours, including 14 straight hearing a myriad of apologies but no action, no less promises but all unkept, and still no resolution of the issue in sight! It is high time that Symantec revisits its technical support strategy and considers that its profit margins may end up shrinking with the number of customers lost-like myself- to pathetic service and deceit.
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