Wednesday, 27 April 2011

Norton technical support phone number for Ireland? Don't ask Nathan.

I had intended to get a blog post up today, but instead spent all of yesterday evening trying to get a technical support phone number for Symantec (Ireland), one of the many US multinationals that benefit from Ireland’s undemanding (for them) tax system.  They are just down the road in Ballycoolin, I think.

I  updated a version of Norton 360 a while back, but had inadvertently clicked on a trial version for something else which I could not subsequently cancel from my account.

They already had my credit card details from ordering the full version, so I got a bit nervous when I started reading terms like “opt-out trialware” in relation to some of their products. This means you have to physically cancel the order or they will “opt” to charge you for it.

Anyway, I was probably being a bit paranoid, but thought I would give their support line a shout and be sure that they cancelled the trial version of the software I did not want, or assure me I wouldn’t get hit with a charge for it in the next week or two.

I spent the rest of the evening looking for a phone number. Nothing.

On one occasion, I jumped through a whole series of virtual loops – in the shape on online forms – to get a promised phone number with a enquiry tag which purported to alert the techies of queries in advance.

After what seemed like an eternity, and the onset of repetitive strain injury in my wrists and fingers, I got a phone number.   Beside it, there was a picture of a plasticky looking guy with an insincere smile.  His name, apparently, was Nathan.

All that was bad enough, but imagine how I felt when I realised that Nathan's number was some kind of special-rate US one? One that you could not call from this country, despite me having obtained it through the Irish support "facility"?  

What a bloody joke. These organisations make “faceless” seem like intimate carnal knowledge.  Nathan's smug, JPEGed, countenance is the nearest you get in that regard. 

I’m still none the wiser after spending the whole evening farting around on my PC.  But rest assured, I will be taking an extra interest in my bank statements over the next week or two.

Only problem there is, who do I call if I find my bank account is 80 Euro lighter?  Nathan won't be any help.

Maybe just as well, you just know he’d only say  “Sorry, we really value your custom, sir, but we can’t help you. Have a nice day.”

Blow it out your ass, Nathan.



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26 comments:

Ella said...

Hi GM, you know even if you did get a phone number, it would probably have been premium rate and you'd be hanging on for ages to get a human. I can imagine an automated answering service with lots of press 1 if you are looking for customer support, .... then press 2 if you have a problem, then press 3 if... and on and on. Very frustrating indeed.

Bernd said...

Plus, you do know that Nathan in Ballycoolin would more than likely be Najib in Bangalore ...? Mind you, I always had positive experiences with Symantec's support, using the chat facility.

It is also quite comforting to know that they cannot here you burst out laughing when the agent comes online and states "Hello, welcome to Symantec, my name is Precious ..."

Anonymous said...

Hopefully, this will offer an answer...

http://www.eircomphonebook.ie/q/name/detail/IE_114124148606060606060606E7070606472_1/

The Gombeen Man said...

Thanks, Anon. Spot on... that number worked a treat and I am glad to eat my words. Just wish it had been obvious on the Norton website last night. Fair play to you.

Ella, you were right about having to pick a load of options, but that was fine as I got through straight away then... and it's just an 01 number.


Bernd, it was a very polite and helpful woman - she may well have been Indian - by the name of Milove.

So I'm a happy chappy for a change. ;-)

For the record, it's 01 601 1906.

Thanks all!

Anonymous said...

Too late now, but Symantec have very effective WebChat support via symantec.ie. In any case, you should save yourself 80 euro by dumping Norton next time round and using the very effective, and free, Microsoft Security Essentials.

Bernd said...

Harrumph ... trusting Microsoft with security seems like trusting your iPhone with privacy ...

Phoneyboy said...

On the other side of the equation - the bit where THEY ring you up constantly to flog you something - I have finally developed a system that stops them in their tracks, removes that sense of helplessness at not being able to get them off the line and out of your life forever without becoming red-facedly and hypertensionally rude. It started with a letter from a major bank. Basically a bit of financial services junk mail which went the way of all junk mail here at the stables. Unfortunately for me it appears there was an opt out box to be ticked buried somewhere on it. Opt out of "our contacting you with products which may be of interest to you". And so the calls commenced. Every day at around six when myself and the groomers like to enjoy a glass or two of the sacred bubbly liquid the phone would ring and there would be Anil looking to speak to PB. I told him straight "I'm NOT interested" on the first occasion but no sooner had the cork popped on the next day's bottle when he was back on the line again. Long story short. I've got a heavy duty leather couch and a microwave and that's all it took......Hear the phone ring. Ah that'll be Anil. Leave your glass down, excuse yourself for a moment. Pop into the living room and pick up. Sorry, no it's not PB speaking but I'll just go and get him for you. Place the phone under the heavy duty cushion of the couch, set the microwave timer for 3 minutes and go back out on to the verandah and resume where you left off. Oh the beeper does go off admittedly after 3 minutes but that's just a matter of popping in and retrieving the phone and of course they're always gone by then cos 3 minutes is way too much time for them to wait given the number of people they are meant to ring in an hour. I did set the beeper for 90 seconds once about a week into the exercise and Anil was still there so I apologised to him and told him it was a huge estate house but that I would keep searching for PB and then set the timer for 5 minutes. Finally after 7 days of calls, someone rang who wasn't Anil. Same script though so I applied the PB Aversion Therapy method and when I returned after the usual period he was still there. I cut straight to the chase - "You're a manager, right?" He had to be because someone had to assess whether this lead (me) was viable or not and that was his job. It was actually quite pleasant to be able to tell him that I didn't want any more calls from them and he in turn said that he was proud of himself for picking up what was happening from my side. He actually asked what I did with the phone during the waiting period because normally the operators hear the punter's laughter. Amicable parting and needless to say no more calls.

The Gombeen Man said...

Ha ha. Nice one PB... and very humane too. You'd have to wonder what the manangers of these marketing departments think they'll acheive by hacking people off.

Speaking of which... we had people in blue "Sky" bibs knocking on the door this evening selling TV subscriptions. Only when Coronation Street was on - the most popular soap going.

They really thought that one through, eh?

Shamanonymous. said...

Dump Norton, use Avira Free side-by-side with MalWareBytes. There you go, money saved, PC using less resources AND better protected.

Seriously though, and I'm not trying to be snark (which means I'm about to come off as one), but I thought Norton was just bought by grannies that didn't know any better.

The Gombeen Man said...

Be careful, Shamanonymous, or I'll give you a belt with my walking stick...

;-)

Thanks for the tip!

Anonymous said...

I bought their PC Clean up. Nightmare, hundred calls and two remote access and stl don't have it. Also when I renewed Norton, I got crappy toolbars, slow computer and 5 new pc speed up icons that I didn't ask for. Me heads melted

Angela Navejas said...

Nice Info! A name to flashback in the line of antivirus software programs is Norton and budget doesn't have to be a main factor when you have a Norton antivirus software coupon.

Norton Antivirus Support | Mcafee Antivirus Support

mike smith said...

Thanks for Info about norton .for more info you can log on http://antiviruscustomerservicenumber.com/ and call on our toll free number 1-855-205-0915 (US & CA)

Anonymous said...

Hi thanks so much for that Dublin phone no. Just cancelled my subscription with a lovely lady and no sales speak so all good. ��

The Gombeen Man said...

That's good, Anon. Glad to help!

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