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CB Antivirus Software Norton Poor chat with us & phone customer service
Norton

Norton review: Poor chat with us & phone customer service

T
Author of the review
2:24 pm EDT
Verified customer The reviewer confirmed their account using Google. Learn more
Featured review
This review was chosen algorithmically as the most valued customer feedback.

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.

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  3. Norton emails
  4. Norton address
    350 Ellis Street, Mountain View, California, 94043, United States
  5. Norton social media
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