Norton AntiVirus Customer Service

Calling Norton AntiVirus was fairly simple outside of the company not recognizing my email at first. However, I could see how well the process would be if it had, so I am guessing they are working on introducing that feature. Anyway, I needed to call to talk to someone about my Norton security subscription because it automatically renewed, and I wasn't even aware I still had it. I think I signed up for a trial when I purchased my new computer, and I needed to talk to someone about what was included to determine if I actually wanted to keep it. 

When I called, I had to listen to a message about privacy and the note that my call would be recorded for monitoring and training before I even received a greeting. Then it said, "Thank you for calling customer support for Norton. I can understand brief sentences, please tell me what I can help you with today." I was pretty happy to talk to an automated system with integrated AI technology because that means I won't have to deal with any directory trees, so in that regard, Norton is high on the list of companies I would call again. 

I then said, "Help with my Norton subscription." It responded by saying, "I can definitely help you with that. I can send you a text where you can enter your full email and respond without disrupting this phone call. Standard data rates may apply, should I send the text now?" This would, in theory, streamline the identification process, which was nice, but unfortunately, as I noted earlier, it didn't work for me. 

The text message worked just fine, though, and it took my email, but the assistant said that it was unable to find my account. However, it then offered to connect me to an agent if I pressed 9, so I welcomed the chance to skip ahead to talking to someone who could actually help me. 

After pressing 9, it put me into the queue line. I had to listen to their privacy instructions and was given the option to opt out of being recorded, which was a nice option. I didn't have any particular concerns with this phone call, but with other calls, I might have enjoyed that option, which is not usually offered when you call customer service. 

I was only on hold for about five minutes, but the hold music was very loud pop music, and I wasn't the biggest fan of it. The good news is that when I put it on speaker, there was no chance I would miss it when someone picked it up. The agent was decently helpful, but in the end, I decided to cancel, and they transferred me to another agent who was able to help with that process.