Friday, February 28, 2014

Norton Mobile Security Epic Fail Update

This is an update of my Feb. 24 post on Norton Mobile Security's failure to pick up on malware on my phone, poor first level tech support, and not receiving a follow up call as promised.

In that blog joked that if tech support might be on Venus whose day is 243 time an earth day.  In that case, based on a call promised after 2 hours,  I could expect a call sometime around March 15.  Apparently I was  wrong.  They may be on Pluto which has a day only six times the length of an earth day... or maybe there is another explanation.

The interesting thing is the the fact that the call back was not from the next level tech support.  It was from a Norton case manage who said he "noticed" that my problem was not solved and wanted to know if he could help me.

Are you kidding me???  I have no idea how many calls Norton first level support gets in one day, but I know it's a LOT!  I've been around computers since 1979 and I feel comfortable saying that the chances of a case manager coming across my case, seeing that it wasn't resolved, and calling me personally, are probably worse than the odds of me being struck by lightning on a sunny day.

Could it be that this blog actually made its way to someone at Norton? Could it be the screen shot of a popup ad sitting on top of the Norton Mobile Security dashboard was not the kind of image Norton wants to project? Could it be someone directed the case manager to follow up?  If so, calling and insulting my intelligence is really not the best way to help either of us.

At the bottom of every email I sent, is my contact information along with this signature line.  "I am perfectly capable of learning from my own mistakes.  I will certainly learn a great deal today!"  We learn by acknowledging our mistakes and extracting lessons from them.  Making excuses doesn't cut it.

Perhaps if you asked for suggestions on how Norton could improve their product or support, I could have offered some.  As it turned out, when I solved the problem myself, the source of my infection became evident.  It was a mistake I made and I learned from it. At the very least having that information would have been useful to you and I could have shared it.

I'm usually a glass half full  type of guy, but in this case the first level tech support was a fail, the product was a fail, and the very late follow up read more like damage control than concern for a customer.

If you want to call again, please do so and let's talk about what I learned when I solved my own problem.  Let's talk about how Norton can also learn from it, and prevent others from experiencing the same problem, because I can bet you that MANY OTHERS are experiencing it.

If we chat, maybe the next blog will be one about a company that listens and learns. Maybe there will be a few less calls to first level tech support and a few less failures to follow up with second level support.

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