Symantec Support Issues

[jbauman]

I am having a number of frustrating issues.  First, my Symantec licensing is no where to be found.  Second, customer support is no where to be found.  And, for the love of God, please disable that "Bob" chat support.  It is not representing your company well at all.  

Anyhow, the support phone number is never answered.  I've tried this many times.  Attempting to submit a request through the Wolken online ticket is broken half the time with "Grant not available" and when it does work, I just get a reply that basically says try again.  

How does anyone contact Broadcom to get their account fixed?  My only solution is to wait until my licensing expires and then move on to a competitor.  What is everyone else doing?  How about customer service contact me after you bury Broadcom Bob and put Wolken back in the sky.

So frustrating.

[David Tirado]

I'm in the same boat. When will the Symantec portal be available so, I can manage our endpoints.

[Jason McClellan]

@jbauman -  I've shared your comments internally with the team.   This is not an excuse but a reality when one company is integrated into another​ - the change of systems is traumatic.   The side effect of the changes affects both internal users and customers.   We are working hard to reduce wait times on the phone and over web-support to be as responsive as possible.  These systems have been live for only 4 days so there is going to be some turbulence.

You are on the correct path using https://support.broadcom.com and opening a wolken ticket.   I have my own feelings on chatbots but ours is improving day to day with dev team adding new features.   Apologies or I appreciate your patience really do not count when your core issue is not resolved.   I can tell you we (IT) have been working around the clock literally since Feb 28 to get the systems online and working smoothly.  Post-March 1st, we have been working through issues again morning to night so your comments are important and we (IT) are moving through issues as fast as humanly possible.

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Thank you
Jason
Community Platform Owner, IT
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[Jason McClellan]

Here are some helpful links the support team sent over:

KB for login https://ca-broadcom.wolkenservicedesk.com/external/article?articleId=145873

KB for entitlements https://ca-broadcom.wolkenservicedesk.com/external/article?articleId=145885

KB for downloads https://ca-broadcom.wolkenservicedesk.com/external/article?articleId=145882

KB for case mgmt https://ca-broadcom.wolkenservicedesk.com/external/article?articleId=142884

Transition Guide https://ca-broadcom.wolkenservicedesk.com/external/article?articleId=145879

Licenses: https://ca-broadcom.wolkenservicedesk.com/external/article?articleId=145885



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Thank you
Jason
Community Platform Owner, IT
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[jbauman]

Thanks for the response Jason.  I will give it a few more days before trying again.  Hopefully I'll get an email with my site id and account rep by then.  Like many others, I really don't have much to go by and this forum is the only way I've been able to contact Broadcom.

[jbauman]

I finally received a site id but unfortunately, I can't get past the "request site access" task because the of the "\N" in the unlabeled field just under the middle initial field.  How does one get past that?  (I already contacted support)

And yes, I cleared my browser history, tried other browsers, etc.

[Chandra Kiran Lakshmipuram]

jbauman, please try clearing cookies and cache from your browser and retry. It should work fine.
Thank you!
Kiran

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[Manager]
[Broadom, Customer Care]
[Broadcom Inc.]
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[jbauman]

Hello.  As previously stated, I have already cleared the browser.  I also tried 3 different browsers.  Any other ideas?

[Chandra Kiran Lakshmipuram]

jbauman, I'll have one of our team members work with you offline to get this resolved.
Will send you a message privately for more information and take it forward.

Thank you!

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[Manager]
[Broadom, Customer Care]
[Broadcom Inc.]
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