Anatomy of a Support Call to Symantec
I just thought I would share what happens when you contact Symantec Support since the last time took about 40 hours on the phone to get a replacement upgrade license key since they gave ours to an organization with a similar name (yes they admitted it, but that wasn't enough to get them to replace the key.)
So I called the 800 support number 17 minutes ago. After entering the options to get to Enterprise support and entering the contract number I was connected to an agent who couldn't find the contract number. They asked for a previous support incident number and they couldn't pull that up. Then they said they had to reboot thier computer and would call me back within five to ten minutes - I gave them my number and didn't believe they would call back based on previous support calls. I am now calling back.
If I were rating Symantec Support I would give them a 1 on a 1 to 5 scale. What would you give them?