Symantec/Norton tech help - email address - here it is

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Big Mac

In case you are a Symantec/Norton products user, and you need some
tech help and cannot find the answer on their website or in user based
newsgroups (they do not support any newsgroup), or you don't want to
pay $29.95 to call them voice, there is an email page you can email
them to for the tech help. And you'd better save the address, because
it isn't obvious as to where to find it on their website. Here it is:

http://www.symantec.com/techsupp/consumer.html

Big Mac
 
-----Original Message-----
In case you are a Symantec/Norton products user, and you need some
tech help and cannot find the answer on their website or in user based
newsgroups (they do not support any newsgroup), or you don't want to
pay $29.95 to call them voice, there is an email page you can email
them to for the tech help. And you'd better save the address, because
it isn't obvious as to where to find it on their website. Here it is:

http://www.symantec.com/techsupp/consumer.html

Big Mac
.
Click to expand...
Thanx,So far I havent needed their support, but one never
knows? I saved the address just in case.
 
Chris Manuel said:
do you have the actual email address??
i cant get access to any websites.
Click to expand...

I hope it gets there this way for you. Here is the return address:

(e-mail address removed) <[email protected]>

I am just curious - why can't you access their website? What happens
when you try?

Big Mac
 
Big Mac said:
I hope it gets there this way for you. Here is the return address:

(e-mail address removed) <[email protected]>

I am just curious - why can't you access their website? What happens
when you try?

Big Mac
Click to expand...

When I tried this I got this response:

Hello Julie,

Your support request cannot be processed at this time. Either you have
emailed your support inquiry by replying to the general support address,
bypassing the system by which we track customer requests, or you have
reopened a closed ticket for a new issue. Placing a support request by
either of these methods leaves us without the information necessary to
answer your question.

We apologize for the inconvenience, but we must ask you to open a new ticket
by navigating to the correct product support area on the Symantec Online
Support site, linked below:

http://www.symantec.com/techsupp/support_options.html

Once your support request has been submitted from this site, we will be able
to efficiently process and answer your questions in a timely manner.

Thank you for your cooperation.

Symantec Authorized Technical Support



Hmmmmm. Not much good are they?? I have given up getting any answers and
have uninstalled it...will be buying from another company.



Julie
 
Julie said:
When I tried this I got this response:

Hello Julie,

Your support request cannot be processed at this time. Either you have
emailed your support inquiry by replying to the general support address,
bypassing the system by which we track customer requests, or you have
reopened a closed ticket for a new issue. Placing a support request by
either of these methods leaves us without the information necessary to
answer your question.

We apologize for the inconvenience, but we must ask you to open a new ticket
by navigating to the correct product support area on the Symantec Online
Support site, linked below:

http://www.symantec.com/techsupp/support_options.html

Once your support request has been submitted from this site, we will be able
to efficiently process and answer your questions in a timely manner.

Thank you for your cooperation.

Symantec Authorized Technical Support



Hmmmmm. Not much good are they?? I have given up getting any answers and
have uninstalled it...will be buying from another company.



Julie
Click to expand...
Surprising how many comments like that one sees. I wonder
if Symantec ever sees them, and whether they are just fat,
dumb, and happy, and don't give a damn.
 
This is not a help website. ou are just put into their knowledge basse which
is not up to date and is useless. Not worth the effort. Most of the
solutions don't work asnd there is no way to followup.
 
Big said:
In case you are a Symantec/Norton products user, and you need some
tech help and cannot find the answer on their website or in user based
newsgroups (they do not support any newsgroup), or you don't want to
pay $29.95 to call them voice, there is an email page you can email
them to for the tech help. And you'd better save the address, because
it isn't obvious as to where to find it on their website. Here it is:

http://www.symantec.com/techsupp/consumer.html

Big Mac
Click to expand...


Thanks I had searched their site upside down and sideways for that form
which I had used in the past -- perhaps a year ago last --. But the
site works simply by going through another couple of windows. Now to
see if a helpful reply is ever received that doesn't take 45 more msgs
and 45 weeks to complete.

FYI, here's my problem:

In Win98 uninstalled NSW2001 and installed 2002. On bootup receive
window "...NAV has encountered an internal program error... 4002.519."
"Click here for knowledge base."

1) Ran Liveupdate, tried to restart win crashed. Restarted win, and
receive same window plus another "Unable to oinitialize virus database
file."

2) Went to the suggested knowledge base,
http://service1.symantec.com/SUPPORT/sharedtech.nsf/docid/2003020713062206?OpenDocument&src=_mi.
Told to run Services.msc which does not exist in win98. Uninstalled and
reinstalled NSW exactly as set out. In msconfig/start checked script
blocking and ccevtmgr. XtreamLok License Mgr. is not seen, others are
checked. Reboot Same problem.

3) deleted all in Nav virus definitions folder, installed
20040604-015-x88.exe. Restarted win. Same error msgs

4) Now also receiving at startup a red colored window auto protect
driver couldn't be loaded, restart.

So what do I do for an encore since there is no email or other
protections????

Miles
 
I've found that the worst part of getting help
from Symantec, besides their burying their help
locations way deep, is that they refer you to 5
knowledge--base articles first, that you have
to print out. Then each of those refers you to five
more that you have to print out....and finally you
have 25 pages of printout with interlocking details
of instructions for how to correct the problem.
Example: I have a permanent error message reading
"LU1848"...and a sentence of unintelligible gobble-
de-gook following it. And they have no way to get rid
of it except uninstall and reinstall...and that's the
25 pages to follow....and they include messing with
the Registry!!

I'm living with the error message.
Bill Lurie

Thanks I had searched their site upside down and sideways for that form
which I had used in the past -- perhaps a year ago last --. But the
site works simply by going through another couple of windows. Now to
see if a helpful reply is ever received that doesn't take 45 more msgs
and 45 weeks to complete.

FYI, here's my problem:

In Win98 uninstalled NSW2001 and installed 2002. On bootup receive
window "...NAV has encountered an internal program error... 4002.519."
"Click here for knowledge base."

1) Ran Liveupdate, tried to restart win crashed. Restarted win, and
receive same window plus another "Unable to oinitialize virus database
file."

2) Went to the suggested knowledge base,
http://service1.symantec.com/SUPPORT/sharedtech.nsf/docid/2003020713062206?OpenDocument&src=_mi.
Told to run Services.msc which does not exist in win98. Uninstalled and
reinstalled NSW exactly as set out. In msconfig/start checked script
blocking and ccevtmgr. XtreamLok License Mgr. is not seen, others are
checked. Reboot Same problem.

3) deleted all in Nav virus definitions folder, installed
20040604-015-x88.exe. Restarted win. Same error msgs

4) Now also receiving at startup a red colored window auto protect
driver couldn't be loaded, restart.

So what do I do for an encore since there is no email or other
protections????

Miles
Click to expand...


--
 
In case you are a Symantec/Norton products user, and you need some
Thanks I had searched their site upside down and sideways for that form
which I had used in the past -- perhaps a year ago last --. But the
site works simply by going through another couple of windows. Now to
see if a helpful reply is ever received that doesn't take 45 more msgs
and 45 weeks to complete.
Click to expand...

Yea that site listed is the beginning. Then you have to figure out
from there what to access & then you can email them. The meaning is
pretty clear by this mystic way to email them that they don't want
your email inquiry. Why they just don't have a link that says "email
us for tech help here" is beyond me - like they can't hire one more
guy to take care of email.

As far as your other problem (quoted below), I have no solution.

I would recommend, if this is compatible with Win 98 (should be I
would think), that since you already own NSW 2002, that you keep
looking in the newspaper & maybe on some corresponding websites to the
major companies (Circuit City, Office Depot, Outpost.com [Fry's
Electronics], Best Buy, etc etc) for sales with double rebates on NSW
2004. (Some stores & their corresponding sites do have different
prices).

Recently I saw a sale in the newspaper that had 2 rebates for 2004,
one for the store bought at, & the other standard upgrade rebate I
always see, & in this case it would cost you $0 after rebates.

I had an anti-virus update problem with NSW 2003 after I re-installed
Windows (XP). So I got 2004 with just such a sale (I paid like $15
after rebates (plus got Personal Firewall with that too as part of the
deal). & the subscription is good for a year too. (& Symantec
Norton does pay off the rebates promptly, as rebate payoffs go).

You'd really like the Password Manager in 2004. If you do get it,
I'd recommend uninstalling 2002, & then deleting the folder it leaves
behind. It still will leave traces in your registry I believe.

Big Mac

-------------------
 
Wish I could agree about NSW2004. It has bugs they don't offer
reasonable help in fixing. See my posts. I had NSW 2002, and
then 2003, and then 2004, and you're right about dirt cheap or
even free to upgrade every year. But when their bugs show up,
like LU1844 and LU1848 errors in Live Updating, and when
you go through the labyrinth and they send you the fixit-
notes, they are impossible to use. And that goes for a
full UNinstall, which absolutely cannot be done by any person
of reasonable intelligence. I can Live Update the Virus
Definitions, which is the important part, so I just live
with (and tell people about) the horror stories.
Bill Lurie

Big said:
Thanks I had searched their site upside down and sideways for that form
which I had used in the past -- perhaps a year ago last --. But the
site works simply by going through another couple of windows. Now to
see if a helpful reply is ever received that doesn't take 45 more msgs
and 45 weeks to complete.
Click to expand...


Yea that site listed is the beginning. Then you have to figure out
from there what to access & then you can email them. The meaning is
pretty clear by this mystic way to email them that they don't want
your email inquiry. Why they just don't have a link that says "email
us for tech help here" is beyond me - like they can't hire one more
guy to take care of email.

As far as your other problem (quoted below), I have no solution.

I would recommend, if this is compatible with Win 98 (should be I
would think), that since you already own NSW 2002, that you keep
looking in the newspaper & maybe on some corresponding websites to the
major companies (Circuit City, Office Depot, Outpost.com [Fry's
Electronics], Best Buy, etc etc) for sales with double rebates on NSW
2004. (Some stores & their corresponding sites do have different
prices).

Recently I saw a sale in the newspaper that had 2 rebates for 2004,
one for the store bought at, & the other standard upgrade rebate I
always see, & in this case it would cost you $0 after rebates.

I had an anti-virus update problem with NSW 2003 after I re-installed
Windows (XP). So I got 2004 with just such a sale (I paid like $15
after rebates (plus got Personal Firewall with that too as part of the
deal). & the subscription is good for a year too. (& Symantec
Norton does pay off the rebates promptly, as rebate payoffs go).

You'd really like the Password Manager in 2004. If you do get it,
I'd recommend uninstalling 2002, & then deleting the folder it leaves
behind. It still will leave traces in your registry I believe.

Big Mac

-------------------
In Win98 uninstalled NSW2001 and installed 2002. On bootup receive
window "...NAV has encountered an internal program error... 4002.519."
"Click here for knowledge base."

1) Ran Liveupdate, tried to restart win crashed. Restarted win, and
receive same window plus another "Unable to oinitialize virus database
file."

2) Went to the suggested knowledge base,
http:/service1.symantec.com/SUPPORT/sharedtech.nsf/docid/2003020713062206?OpenDocument&src=_mi.
Told to run Services.msc which does not exist in win98. Uninstalled and
reinstalled NSW exactly as set out. In msconfig/start checked script
blocking and ccevtmgr. XtreamLok License Mgr. is not seen, others are
checked. Reboot Same problem.

3) deleted all in Nav virus definitions folder, installed
20040604-015-x88.exe. Restarted win. Same error msgs

4) Now also receiving at startup a red colored window auto protect
driver couldn't be loaded, restart.

So what do I do for an encore since there is no email or other
protections????

Miles
Click to expand...
Click to expand...
 
William B. Lurie said:
Wish I could agree about NSW2004. It has bugs they don't offer
reasonable help in fixing. See my posts. I had NSW 2002, and
then 2003, and then 2004, and you're right about dirt cheap or
even free to upgrade every year. But when their bugs show up,
like LU1844 and LU1848 errors in Live Updating, and when
you go through the labyrinth and they send you the fixit-
notes, they are impossible to use. And that goes for a
full UNinstall, which absolutely cannot be done by any person
of reasonable intelligence. I can Live Update the Virus
Definitions, which is the important part, so I just live
with (and tell people about) the horror stories.
Bill Lurie
Click to expand...

Well Bill, I prefer this - I never have any of my programs do the
automatic monitoring thing, checking for updates and then go getting
them & installing them. I am on the computer all of the time and have
the time to do it (plus being on cable, it takes only seconds to
retrieve updates & install). This is true with Windows Updates and
NSW updates. I just engage NSW at least once a week manually & click
live update, then it goes there, gets stuff, then installs it.

Same thing with Windows updates, I just check once a week or so.
There hasn't been much at all lately with Windows.

Big Mac
 
Big said:
Well Bill, I prefer this - I never have any of my programs do the
automatic monitoring thing, checking for updates and then go getting
them & installing them. I am on the computer all of the time and have
the time to do it (plus being on cable, it takes only seconds to
retrieve updates & install). This is true with Windows Updates and
NSW updates. I just engage NSW at least once a week manually & click
live update, then it goes there, gets stuff, then installs it.

Same thing with Windows updates, I just check once a week or so.
There hasn't been much at all lately with Windows.

Big Mac
Click to expand...
Oh, it isn't that anything they offer automatically that has caused
any trouble. And it isn't only Symantec that buries their help
possibilities deep. But for them not to have an Uninstall that works,
as part of their package, is boo-boo #1, and for them to send you
such a mess, if you want to uninstall and reinstall, is boo-boo #2.
And now that they own PowerQuest, that's in the same boat. Maybe if
they read enough gripes coming in, they might even come of age and
fly right.
W B L
 
Yhry never will. They just sell and forget. They offer no support just ask
for more money. It's time to bury their products in the waste bin where old
decrepit programs belong.
 
Yhry never will. They just sell and forget. They offer no support just ask
for more money. It's time to bury their products in the waste bin where old
decrepit programs belong.
Click to expand...

So what do you recommend as a replacement. I had McAfee before
Norton, and, so far, it was worse.

Bill

Swap first and last parts of username and ISP for address.
 
Oh, it isn't that anything they offer automatically that has caused
any trouble. And it isn't only Symantec that buries their help
possibilities deep. But for them not to have an Uninstall that works,
as part of their package, is boo-boo #1, and for them to send you
such a mess, if you want to uninstall and reinstall, is boo-boo #2.
And now that they own PowerQuest, that's in the same boat. Maybe if
they read enough gripes coming in, they might even come of age and
fly right > W B L
Click to expand...

They never will read gripes, since they don't support usenet, haven't
for years,. I have never seen a Symantec employees posting.

What is needed is a website, an anti-Symantec website, that comes up
on any search of Google/Yahoo etc, that displays right next to
Symantec's website, that more or less tells it like it is - Symantec
support sucks big time for home users.

Or maybe a lawsuit... A lawsuit saying that Symantec should have
warned the consumer about it's tech help policies (or lack of) on the
box. Of course it probably couldn't win, but maybe the tech news
would pick up on it.

Programs like Screen Savers on Tech TV need to mention every so often
"We can't recommend Symantec Norton products because of their tech
help policies".

But I don't think none of this will happen. People keep buying
Norton. & it does work fine for most people.

Big Mac
 
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