From TNPC issue #4.25...

Norton AntiVirus: Resolving Subscription Problems and Upgrading to Version 2002 - Part 2

by Lee Hudspeth
December 13, 2001

The public relations folks in Symantec's AntiVirus product group examined the questions and concerns I expressed in my previous article on this subject.

Heather Haas, Symantec Public Relations Specialist, reports that the technical support phone number busy signal I encountered repeatedly was "primarily as a result of a large number of OEM customers all due for renewal at the same time and strong interest in our recently launched 2002 product line. The Sircam and Nimda virus outbreaks also contributed to the very high number of calls we received. We acknowledge that as a result of the high volume of calls, customers experienced long wait times to speak with customer service agents... To correct this, Symantec recently hired more than 50 new customer service agents. We have been able to significantly reduce the average waiting time for customer service... and we are continuing to train staff in order to make that number go even lower." When I last tested the phone number on December 11th, it rang through properly.

I have been put in contact with a technical support representative who will study my report that NAV 2002 was unable to register automatically online while installing, and unable to do so afterwards via a built-in registration feature (I was only able to register manually on the Symantec Web site). More on this in a future article. Haas acknowledged that they would take into consideration for a future release my suggestion to give greater prominence to instructions to the customer to remove the CD before restarting the PC at the end of the installation.

I want to thank the several hundred TNPCers who took the time to email me about your NAV problems, and, in some cases, your kudos for NAV. Although I cannot answer all of your emails individually, I have read each one and am in the process of seeing how the individual issues you raised map out in summary form. Stay tuned. Your opinion counts!

You can reach Lee Hudspeth at:
mailto:LeeHudspeth@TheNakedPC.com

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