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Disgusted with Symantec support

by drstuartm May 1, 2006 10:22AM PDT

I just endured a 2 ? hour session with Symantec?s ?chat? support which was at best, pathetic.

I am convinced that Ghost 9.0 has ruined my chances of restoring my OS and I needed help finding out if there is any chance of recovery. I entered your chat room at around 11:30 am Monday, May 1st and had a completely frustrating time getting no answers. I recorded most of the session and append it here.

I then tried to use your phone support. Before I got a telephone number, I had to fill out a form. Regardless of what I wrote in the explanation field, I couldn?t send the form because I was continually informed not to use special characters. How do you expect customers to describe a problem without normal punctuation?

When I gave up and simply entered a sentence, I got a message:

Microsoft VBScript runtime error '800a0046'
Permission denied
/SymantecLiveWebTicket.asp, line 773

It appears to me that Symantec has no intension of supporting customers or helping with problems. They use incompetent technicians and erect barriers to keep customers away from support personnel.

Symantec has been much worse than no help to me. They have wasted most of an entire day trying to get support and, worse, prevented me from being able to restore my hard drive.

Discussion is locked

3 Posts
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Could we help?
by John.Wilkinson May 1, 2006 11:00AM PDT

I've had negative experiences with Norton/Symantec technical and customer support before, so I know how frustrating it can be. However, perhaps we could help with your current situation? Just let us know what problems you're facing (aside from their support channels) and any specifics (including your operating system), and we'll see what we can do.

Regards,
John

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Norton support
by jey83 May 3, 2006 1:09AM PDT

I have been teaching computer classes for 12 years and many of the learners questions and problems have been about one company Norton/Symntec and their lack of support.

Norton makes it difficult even to renew a subscription.

Norton creates more frustration than Microsoft!

Norton management should open a dialog with their customers, see how to improve communications and support, and then watch the bottom line grow.

J. Doak

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Disgusted with Symantec support
by drstuartm May 3, 2006 10:01AM PDT

Hi John,

Thank you for responding to my Symantec tirade. Here's my problem. I'm using a Dell workstation, Windows XP pro, SP2.

On April 30, I had 3 Symantec Ghost 9.0 backup image sets on my external hard drive. Each one had a .v2i file and two supporting (_s01 and _s02) files. Because I have to restore my operating system due to IE problems, I verified that I could read the last backup image set (made on Jan. 9). The Jan 9 images were fine. I then made a new manual backup of the C: drive, just in case I might need it. Big Problem. The next morning I found that the Jan. 9 image set had lost the _s01 and _so2 files. They aren't on the external hard drive. Now, when I try to restore the C: drive to the Jan. 9 condition, I get the error EBAB0008 which I assume means that Ghost couldn't find the needed _s01 and _s02 files. Since I didn't delete these two files from the external HD, I can only conclude that Ghost did it. There was plenty of extra space on the external HD so space wouldn't have been the problem.

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