Video Screencast Help

Phone Support

Created: 03 Mar 2011 • Updated: 31 May 2011 | 2 comments
This issue has been solved. See solution.

Please clarify!

I have PGP Desktop with upgrade assurance support. I called Symantec TS and was transferred to Customer Care then the latter transferred be back to TS Again. What's going on?

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bgillson's picture

If you're looking for information on downloading software or finding licenses in File Connect, Customer Care is the place to call.

Upgrade Assurance is Symantec's replacement for PGP Bronze level support. Bronze support didn't include free phone support, it was only available in a 1-900, pay-per-call model.

Symantec doesn't offer an equivalent pay-per-call support model; since the cost wasn't included in the fee for Bronze support, that option wasn't carried over to Upgrade Assurance.

Consequently, Upgrade Assurance customers have access to Customer Care for license issues (as I said above), but not Technical Support. It's possible that TS sent you to Customer Care because you had a license issue? Maybe CC sent you to TS because they thought you had a license issue? Hard to say.

Symantec has added support people to monitor these forums, so this is the best place to get your technical support questions answered. If you do have a license or download question, be sure to say that when you call Customer Care.

Hope that helps.

Mjahtetn's picture

HI,

Upgrade assurance entitles you for the following;

access to updates and upgrades
self service support
access to Symantec Support KB

However, as of the moment, phone support is not yet included that is why TS was unable to provide you phone assistance. You are also being transferred to Customer Care so as to guide you to go on the forum website instead or purchase new support agreement.

SOLUTION