Brent
San Antonio,#2Author of original report
Thu, February 05, 2004
OK, yes things were wrong (horribly wrong) with the Symantec customer service procedures, and they're still not where they ought to be. But in all fairness I must say that since I filed my initial report here, I've spoken with some key people at Symantec who have rushed to my aid. I've gotten several calls from sincere Symantec employees who have offered to help with my refund and my computer system. Everyone from senior technical people to the Executive Vice-President of customer care has called me and wanted to take care of my complaint personally. My challenges to Symantec were not extreme: DISPLAY THE NUMBER TO THE CORPORATE HEADQUARTERS, ANSWER THE PHONE AND IF THE CUSTOMER INSISTS, TRANSFER THEIR CALL TO A CORPORATE OFFICER IMMEDIATELY. NO QUESTIONS OR HASSLE. I'll be pleasantly surprised if they make those changes. I promise to be fair and report back here when Symantec completes my complaint details.