I used the Chat with Us feature to ask a very basic question which is, "we are new customers and interested in Lifelock, how many people does Lifelock cover in the household? We have 2 people." One chat with us was on 10/28/2023, operator name was Twinkle G, didn't even read what I was typing and wanted to go through the normal sales pitch before answering the questions. On 10/29/2023 I used Chat with Us again and wasted about 35 minutes with the operator named, Shohil K, who did the same thing. I asked for a supervisor multiple times. They said they do not have a supervisor. They finally answered the question in the last couple minutes. While doing this I called the Norton Customer Service number of [protected] at approximately 9:30AM. I spoke to an agent that was doing the same thing so I asked for a supervisor. He put me on mute for several minutes (no music) before placing me on hold to transfer me. I started explaining to the supervisor, who slurred his name so much I couldn't understand, when all the sudden the line disconnected. No one tried to call me back. I saved the Chat with Us from 10/29/2023 but it is not a format that I can upload. I'm happy to provide it.
Claimed loss: I spent multiple hours of my time trying to get a basic question answered.
Desired outcome: Update customer service skill to answer the questions the customers have so they do frustrate their customer base. This is not the way to treat potential customers.
What is that number?