Tuesday, May 19, 2009

Symantec PR Fixes Support Mess

Last week, Bill Pytlovany reported that a Symantec Support Rep had removed WinPatrol from the customer's computer and additionally charged the customer $99 in the process. As Bill explains in his follow-up report, Symantec Public Relations Specialist Noah Edwardsen contacted him after learning about the situation via Symantec contacts of @clarinette02 and @TimelessP (both of whom I follow).

Noah not only contacted Bill but also took the time to leave a comment at my original report:
Noah Edwardsen said...

Hi Corrine,

I wanted to let you know that we've been in touch with Bill Pytlovany and have reached out to the original customer who called support.

Symantec does not classify WinPatrol as a threat, and we're actively investigating this customer's experience to learn more about why the support agent provided incorrect information and to ensure it doesn't happen again.


Noah Edwardsen

This is a win for public relations and social media. See the full story in Bits from Bill: Social Media Marketing is Great on One Condition.

Remember - "A day without laughter is a day wasted."
May the wind sing to you and the sun rise in your heart...

1 comment:

Anonymous said...

As long as American companies outsource their support to India and other countries, this sort of thing is going to happen. Symantec makes enough money to keep its support in the country in which its doing business. In this case, a U.S. customer was talking to an unqualified support tech, most likely in India.

Maybe it's a good Christian ideal to forgive and forget, but I don't see Symantec's apology as a step in the right direction. It's foolish to think that this is an isolated incident. What about all the other "Bill P's" out there? What about all the other good programs that Symantec has incorrectly identified over the years. Did they contact their authors and apologize.

Symantec has a long history of using its brand name to sell an inferior product with inferior support.

Genuflecting to Symantec because they apologized to Bill P. is ludicrous. They apologized because this one incident was all over the Web thanks to Bill P, Security Garden, Cloudeight and others who published articles about it.

They aren't sorry it happened, they're sorry they got caught.