for some value of "support"

Having recently upgraded my computer, I'm reinstalling assorted software.

For Norton Internet Security, that's supposed to mean downloading the software, then giving it my code number, so it'll know I have a registered copy, and a subscription for updates.

So I did that. And got an error message, "unexpected server error when accessing the database."

I looked around on their Web site, read the FAQs to do with problems, and found nothing, so I wrote to tech support. That was on Saturday (after retrying repeatedly since the previous Wednesday); the site warned me to allow 24 hours during the business week.

An answer arrived this evening. FSVO "answer".

Thank you for contacting Symantec. Due to the nature of your inquiry, I
recommend contacting our online Technical Support for assistance. Please
visit the following website to correspond with a technician directly, as
well as view your additional technical support options:


http://www.symantec.com/techsupp/index.html


At this location please select your product, version number, then click
"Go". The next page will list a number of options specific to your product
version. Scroll down to the section "Solve a technical issue", and select
the "Contact options" if available.


You can then use the "Contact a Technician for" link to post a question in
the public Discussion Group. The response time is generally within 24
hours.


For an easy-to-use online tutorial that illustrates the extensive online
support resources available to assist you, please navigate to the following
URL:


http://www.symantec.com/techsupp/tutorial/website/

Note that there is absolutely nothing in this message to indicate that they
even *read* my message, let alone understood it.

Note that apparently this person in customer service is unable to actually
forward my problem to a technician himself.

*deep breath*

But okay, I'll try doing what he suggested.

It doesn't work. The links he wants me to follow don't exist. I wrote back, using the link provided below the signature, which warns me--in a place I almost didn't read--not to use the reply-to field. Right. Major software company, and they deliberately don't set it up so reply-to will do anything useful.

If I hadn't already paid for this, I'd be looking seriously at their competitors. As it is, I'm annoyed, and decidedly unimpressed.

for some value of "support"

Having recently upgraded my computer, I'm reinstalling assorted software.

For Norton Internet Security, that's supposed to mean downloading the software, then giving it my code number, so it'll know I have a registered copy, and a subscription for updates.

So I did that. And got an error message, "unexpected server error when accessing the database."

I looked around on their Web site, read the FAQs to do with problems, and found nothing, so I wrote to tech support. That was on Saturday (after retrying repeatedly since the previous Wednesday); the site warned me to allow 24 hours during the business week.

An answer arrived this evening. FSVO "answer".

Thank you for contacting Symantec. Due to the nature of your inquiry, I
recommend contacting our online Technical Support for assistance. Please
visit the following website to correspond with a technician directly, as
well as view your additional technical support options:


http://www.symantec.com/techsupp/index.html


At this location please select your product, version number, then click
"Go". The next page will list a number of options specific to your product
version. Scroll down to the section "Solve a technical issue", and select
the "Contact options" if available.


You can then use the "Contact a Technician for" link to post a question in
the public Discussion Group. The response time is generally within 24
hours.


For an easy-to-use online tutorial that illustrates the extensive online
support resources available to assist you, please navigate to the following
URL:


http://www.symantec.com/techsupp/tutorial/website/

Note that there is absolutely nothing in this message to indicate that they
even *read* my message, let alone understood it.

Note that apparently this person in customer service is unable to actually
forward my problem to a technician himself.

*deep breath*

But okay, I'll try doing what he suggested.

It doesn't work. The links he wants me to follow don't exist. I wrote back, using the link provided below the signature, which warns me--in a place I almost didn't read--not to use the reply-to field. Right. Major software company, and they deliberately don't set it up so reply-to will do anything useful.

If I hadn't already paid for this, I'd be looking seriously at their competitors. As it is, I'm annoyed, and decidedly unimpressed.