Symantec: Support is scripted and if you ask a question t...
A Symantec customer review by GetHuman user ~mjapple from October 29th, 2017
Background on ~mjapple's case
GetHuman: ~mjapple - can you tell our other Symantec customers when your case took place?
~mjapple: Yeah. It was morning, on October 22nd.
GetHuman: Did you reach out to Symantec, and if so, how?
GetHuman: And which of these common Symantec customer issues best describes the reason you wanted to talk to them?
(Shows ~mjapple a list of common Symantec problems)
~mjapple: "Track order" was why I was trying to call.
~mjapple's review of Symantec customer service
GetHuman: So how would you sum up your experience for GetHuman's Symantec customer community? We'll censor any IDs, numbers, or codes and any inappropriate words here out of respect to the millions of other customers using this resource.
~mjapple: Support is scripted and if you ask a question that isn't part of the script then you are out of luck. I was charged $**.** to remove a virus that Norton *** should have blocked in the first place. I used a different scan program and still found the virus on my computer. I requested a refund and they wouldn't give it to me even after I showed the the scan results! I have to assume that Symantec makes more money off removing viruses that *** let slip in than they do selling the product!*Trying to find a phone number that will be answered in the US is impossible!
GetHuman: Let's quantify your experience contacting Symantec. On a scale of 1 to 5, how easy is it go get help on a Symantec problem?
~mjapple: I'd give them a three out of five for ease of finding your way to help.
GetHuman: What about quality of communication. How would you rate that on a 1 to 5 scale?
~mjapple: I'd give them a two out of five on communication.
GetHuman: And what about Symantec's ability to quickly and effectively address your problem?
~mjapple: For that I would say five out of five.
GetHuman: And finally- any advice for other Symantec customers?
~mjapple: Call them early in the day or late. Don't forget any personal or account information you might need for Symantec to know who you are.
GetHuman: Well there you have it. Some useful feedback and words from ~mjapple taken from his Symantec customer service problem that occurred on October 22nd, 2017.