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Review 10/27/2011
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Inconsistent products; poor customer service; inflexible and uncaring implementation of policies.
Purchased Norton Online Family Premier membership 8/2011. This is a product that allows parents to monitor their children's online activity. Several key features have never worked at all (monitoring of online chat, video, social networking activity). I have set and reset all settings on my end to ensure they are correct.
Contacted Symantec's "support" system - an online chat facility with customer service personnel in India. Was on chat for 1.5 hours. During this time the problem was not resolved and my request for a refund was repeatedly refused. The product cost me $29.99 and has never worked as advertised. In fact, some of the features that come with the FREE version of this product do not work, let alone the "premier" features. Once I realized the problem would not be fixed (at least not without a significant additional investment of my time, and then only maybe), I asked for a refund. This was denied, due to it being past 60 days after purchase. I asked them to make an exception to this rule, since this is not a case of me not LIKING the product; it is a case of me not RECEIVING the product. My request for refund was still refused.
Now I have a faulty product, am out $30, and my only apparent recourse is to spend more hours in online chat with Customer Service, who seems inept and uninformed. They could have just refunded my money and let me walk away without filing complaints, writing reviews and harassing them for my $30. I guess all the trouble I will cause them is worth the $30 to Symantec.
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