Bloody Symantec are still Rubbish!

Fancy a laugh? Here is a hilarious transcript of a “support chat” with a symantec bod showing why their customer support is the worst on the planet.  For Gods sake don’t buy anything important from these people!

Toby Seaman has entered room.

Gnanamurthy has entered room.

Email with reconnect link has been sent

If you get disconnected, click the link to reconnect to the same chat session.

Gnanamurthy You are being transferred to Gnanamurthy.

Gnanamurthy  Hi , my name is Gnanamoorthy from Norton Support, how are you doing today?

Toby Seaman good thanks

Gnanamurthy I understand that you are unable to restore the backup. Am I correct?

Toby Seaman That is correct. So I have purchased Ghost version 15. I have been supplied with a .gho files and it seems that ghost version 15 does not support .gho files any more. so I think I need to download an older version of ghost.

Gnanamurthy Just in case I need to call you back, can I please have your phone number with the country and area code?

Toby Seaman UK +44xxxxxxxxxxxx

Gnanamurthy The .Gho file is from a old version of Norton. Norton Ghost 15 does not support it as it uses .V2i files.

Gnanamurthy May I know which version of Ghost is used to backup .Gho file?

Toby Seaman that’s correct, well done. So I need to restore the .gho file so I would like to downgrade the ghost version to a version which does support .gho files. this was the only reason I purchased ghost.

GnanamurthyThe old version of Norton Ghost cannot be purchased now. But I can give you the link to download the Gho explorer which you can use it to restore the files and folders from the .Gho file.

Toby Seaman no. I don’t need to explore a ghost file I need to restore it. I don’t wish to purchase an old ghost version, I want to downgrade the existing one.

Gnanamurthy I am sorry Toby. There is no option to get the old version of Norton Ghost as they are not supported now.

Toby Seaman so, I need to restore a ghost file .gho. Please escalate this issue.

Gnanamurthy You’re using an older version of Norton Ghost backup. I’m afraid that chat, email and phone support for this product has been discontinued. For assistance with this product we’d recommend that you search our online knowledge base that you’ll find here:

Toby Seaman I’ve tried that already. No joy. I don’t need product support for an older version. I know exactly what I need to do. I just want to restore a .gho file. Please tell me how to downgrade the license to a version that works.

Gnanamurthy If you have the old version of Norton Ghost that is used to create that .gho file, you can use it to restore the backup. The Ghost 15 license cannot be downgraded to the old version as they are unsupported now.

Toby Seaman I already explained that I don’t have an old version of ghost. My business uses a lot of symantec products. at this point we need to restore a .gho file image of an important device. I do not need to hear that ghost no longer supports .gho files. I need solutions. I’ve purchaed the current up to date version of ghost and I want to restore a .gho file. I’m happy to download an unsupported version of ghost to do that. Please tell me urgently how to make this happen.

Toby Seaman Hello?

Gnanamurthy I understand that Toby. I do not have any other options. There are no support documents regarding the old version of Norton Ghost available. I can only help you to restore the files and folders not the entire backup.

Toby Seaman Can you escalate this issue. Presently all you are doing is demonstrating why I should never buy another Symantec product ever.

Gnanamurthy Okay Toby. I will escalate the issue to my supervisor. You will be getting the call back from him within 24 hours.

Gnanamurthy May I have your time zone along with your telephone number and country name?

Toby Seaman Are you sure this will happen? last time this was promised the call back never happened

Gnanamurthy Sure Toby. You will be getting a call back from my supervisor.

Toby Seaman Okay. In the meantime im completely screwed, so I will try to find a proper version of ghost which supports .gho files on bittorrent. I guess you are happy with this since you no longer sell or supply a working version of ghost?

Gnanamurthy Okay Toby. May I have your time zone along with your telephone number and country name?

Toby Seaman Ok. thanks for your permission to download an illegal copy of Symantec ghost.

Toby Seaman My phone number is 0xxxxxxxxxxxx

Toby Seaman My country is England

Toby Seaman My Timezone is GMT

Gnanamurthy Norton does not recommend to download a pirated version from internet.

Toby Seaman It’s not pirated: you just said you don’t sell it anymore and you have utterly and completely failed to assist me in my time of need. It’s not my fault that your version 15 no longer supports .gho files. So I will find a ripped off version that works, I’ll restore my image and wait for a phone call sometime in the future from your supervisor.

Gnanamurthy Is there anything else I can help you with?

Toby Seaman I’m going to put this trsanscript on my Blog as it shows another hilarious support failing at Symantec. Please note that you have no helped me at all so far.

Gnanamurthy I can help you if you have any issues with the Norton Ghost that you have purchased. But .Gho files are created by old version of Ghost which are unsupported and there are no support documents available. So I do not have any other options.

Toby Seaman You could try to help me find out where to get my license downgraded urgently.

Gnanamurthy There is no option to downgrade the Norton Ghost license. If there are any options available , I would be happy to provide it to you.

Toby Seaman That is crazy.

Toby Seaman here is my blog post with your companies poor customer service recorded for all to see:

Toby Seaman

Gnanamurthy Is there anything else I can help you with?

Toby Seaman No, I’m busy searching the internet for an old copy of Ghost which supports .gho files. You have been no help whatsoever.

Gnanamurthy Thank you for contacting Norton support. Have a great day!