Hi,
I'm Lenny Alugas, and I head up Symantec's Norton Support organization. Upon learning of PC Magazine's recent experience with our support organization, I have made it my personal mission to ensure these types of incidents are never repeated. Neil Rubenking's experience with Symantec Support, while thankfully not the norm, is simply not acceptable. I want to emphasize our commitment to providing our customers with a variety of Support tools and options to resolve their issues - most available at no cost. We train our agents to be knowledgeable, informative and helpful in fixing issues quickly, easily and with Symantec's own products. The agents' failure to adequately inform Neil of a free self-fix option and use a non-Symantec product were serious errors in judgment.
To make sure we don't see any repeated issues we are implementing stricter agent guidelines and enhancing our training curriculum regarding free options as well as making changes to our Web site so your free options are more clearly presented. Please be assured it is not our intention to sell you services if a free option is appropriate and if you are comfortable with a do-it-yourself fix. My team and I will be working hard to win back your trust and endorsement.
Thank you,
Lenny
Slashdot Mirror
Hi, I'm Lenny Alugas, and I head up Symantec's Norton Support organization. Upon learning of PC Magazine's recent experience with our support organization, I have made it my personal mission to ensure these types of incidents are never repeated. Neil Rubenking's experience with Symantec Support, while thankfully not the norm, is simply not acceptable. I want to emphasize our commitment to providing our customers with a variety of Support tools and options to resolve their issues - most available at no cost. We train our agents to be knowledgeable, informative and helpful in fixing issues quickly, easily and with Symantec's own products. The agents' failure to adequately inform Neil of a free self-fix option and use a non-Symantec product were serious errors in judgment. To make sure we don't see any repeated issues we are implementing stricter agent guidelines and enhancing our training curriculum regarding free options as well as making changes to our Web site so your free options are more clearly presented. Please be assured it is not our intention to sell you services if a free option is appropriate and if you are comfortable with a do-it-yourself fix. My team and I will be working hard to win back your trust and endorsement. Thank you, Lenny