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Introduce an SLA for Symantec Tech Support

Created: 22 Aug 2011
Insurecom's picture
4 Agree
0 Disagree
+4 4 Votes
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I have recently had a couple of outstanding cases where Symantec tech support have ignored my problems.

One of the cases has been ongoing for around 3 months. The other, has been opened, and ignored for approx 1 month so far.

I think its time Symantec introduced an SLA for its customers that are paying for their support where product issues should be resolved within 2 weeks.

In addition to this I think its time tech support stopped closing calls that have been left open too long, and then opening a new one for the same issue. This is deliberately masking the real response users are getting from the tech support.