The worst customer service – Norton Family Companion App Review

Nov 20 Downloaded Norton Family on my iphone. The phone put the same restrictions on my phone as it did my daughter’s. Nov 21 Contacted customer service. They recommended deleting the app, which I did, but it still did not alleviate the problem. Nov 22 Customer service asked to check if my device is shown under the child profile. It is not; just my daughter’s. They then suggested I go to Settings / General / VPN and then delete the Norton VPN. When I did that, next to VPN it read “not connected”. I figured I would try a factory reset on my iphone. Nov 25 Conducted factory reset. Still did not alleviate the problem. Dec 1 Took it to Best Buy Geek Squad. They said it is a Norton issue. Contacted customer service again. Informed that this would have to go to “level 2” and they will not be in for another 8 hours. I should contact CS then and they will be able to help. This at approximately 8 pm EST. Dec 2 Called around 8 am EST the next day. Was told I would be contacted by level 2 in the next 48 – 72 hours! I pushed back. Asked to be contacted today. Received a call from level 2 around 5:00pm. Wasn’t able to answer and they left a message saying they would call back in 24 to 48 hours. Got an email from level 2 stating they tried to contact me and that I could reach out to customer support if I wanted to be reached sooner. So I called customer service. They said they have escalated the my situation and I should call back after 10 on since that’s when the phone is restricting my apps and then we would know instantly if we fixed the issue. Called back at 10:02. Waited 26 minutes, still no answer and I was so I gave up. Dec 3 Set my alarm at 4:30 am the next morning. Explained to him that I was told to call back after 10 pm to talk to level 2 support. He said he could transfer to level 2. She told me she has escalated my situation (still don’t know what that means) and that I would get a call back within the next 24 to 48 hours. Called right back and got a different representative. She couldn’t transfer me to level 2. They can only contact me when it’s convenient for them. 5:35am. Called back again. He said that level 2 support does not get in for another 5 hours and that I should call back in 5 hours and the technician will automatically transfer me into level 2 support. 10:35 am. Called customer service. Explained that I was told to call at 10:30 am and then would be transferred to level 2. He could not transfer me to level 2. Shay requested from level 2, a priority call back within the next hour. 12:52 pm. Called customer service. Informed him I did not get a call back from Level 2. “Stay with me for 2 to 3 minutes”. Level 2 has to check once with apple before calling me. If it were windows, he could have resolved it. Level 2 will give me a call back “either today or tomorrow”. 5:11 pm. Received a call from Level 2 but was unable to answer. 5:33 pm. Called back as soon as I found out. Asked if I can be switched to level 2. I can’t. The only way to talk to level 2 is they call me when it’s convenient for them. He took down my iphone information – model, serial. He said he has escalated my situation and I will receive a call back in 24 to 48 hours. Dec 4 Received this response from Norton. Did as instructed and it alleviates the problem. For Norton’s reference this is for case 46348773. Why can’t customer service transfer me to level 2; even after being contacted by level 2? Telling a customer they have to wait 24 to 48 hours for level 2 to call and that a he or she can’t contact them is extremely poor customer service. Next step is to attempt to cancel Norton. Wish me luck. I’ll let you all know how that goes.
Review by tfrank513 on Norton Family Companion App.