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Customer Service

Finally – Resolution with Symantec

I’m happy to say that my two month saga with Symantec customer service is finally over. I heard back from Ben this morning, who assured me people were looking into my issue. In the mean time though, I took my concern up a few notches by emailing a few Symantec executives. Within the last 30 […]

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Customer Service

The Current Score with Symantec Customer Support

I’ve written about my terrible customer service experience(s) with Symantec a couple of times already. I was hoping my previous post on the subject would be the last, but this thing is still unresolved. Here’s a time line for you: 11/28/2006 – I received a “Version Upgrade Notification” email from Symantec, including a PDF document […]

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Customer Service

Symantec MySupport Follow-up

When I wrote about my frustration with the Symantec MySupport site last Friday, it was mainly a way for me to vent. I wasn’t expecting anything to come of it, which was why I was extremely surprised to find an email in my inbox this afternoon from a Symantec employee named Ben. Ben said someone […]

Categories
Customer Service

Here’s an Idea: Customer Service Callbacks

An idea popped into my head after my Symantec “customer service” phone ordeal earlier today. Instead of making customers wait in a call queue for minutes (or hours) on end, why not let them wait for a short time – maybe five minutes. If they still haven’t been passed to a real human being by […]