One of the great assets Symantec has is it's band of loyal customers: No matter how buggy, bloated or overpriced their product, these trusting folk keep coming back.
But they seem to be getting their renewal process badly wrong. We get two or three calls a week from customers who couldn't update their subscriptions because of bugs in Symantec's processes.
Yesterday, I got a phone call from a nice lady who's been using Norton Anti Virus for ten years (it was good back then) she found she couldn't activate the renewal she paid for.
So she tried to contact them. The support web site shows the waiting time for live chat and email responses. At the time she tried to start a live chat session it claimed a 30 minute wait and she was 84th in the queue.
90 minutes later she was still 84th in the queue.
It boggles my mind how these businesses are trashing their good name. Symantec is still the market leader in the home desktop security market. Yet they seem determined to fritter this asset away.
Instead of taking over more businesses or getting into silly fights with Microsoft, they need to focus on getting their core products and customer service right. The goodwill they have is being tested. Sooner or later, even their most loyal customers will give up on them.
Wednesday, March 28, 2007
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