Hint to Symantec: Fix Your Customer Service and Support

Bad customer service can undo all the goodwill in the world, as I've said in my marketing planning books. Case in point: Symantec, which triggered an 11-day PC crisis that seems to be at an end.

The whole thing started when I downloaded and tried to install a new version of Symantec Norton Systemworks, which crashed my Windows XP. I called Symantec, paid $$FEE to talk with a tech, and got nowhere because the solution he suggested was to wipe my drive by reinstalling XP. Of course I said no.

After speaking with Dell tech people on and off for more than 3 hours (I have a so-called service contract), I was no closer to a solution. So I called Microsoft and paid $FEE to speak with a series of Windows XP experts for days and days--literally. Finally I got an appointment (appointment!) with a top-level expert who fixed the problem by guiding me through the download of a Symantec removal tool! Too bad Symantec didn't suggest this at the outset, especially since I paid plenty for technical support.

Getting Symantec to change my fee from a repair fee to an installation fee has been a big challenge, to say the least. One of the reps, "Mary," refused to let me speak to her supervisor. The Symantec tech expert who helped me successfully reinstall the Norton software (thanks, Craig!) suggested I call in again to talk with the front-end people about adjusting the fee. Later, perhaps, when I'm prepared to spend another 57 minutes on hold waiting to get someone on the phone. Symantec, your customer service and tech support leave a LOT to be desired. My phone's battery nearly went dead while I waited to talk with a live human being. Goodbye brand image.