It’s very hard to describe how astoundingly annoyed I am right now. I’ll try to remain calm and I’ll remove all swear words before hitting submit.
I have NEVER had to seek technical support ON HOW TO USE SOMEONES TECHNICAL SUPPORT SYSTEM before!! It’s been driving me mad.
Brief description of problem: My SEP installation is misbehaving and I needed a fairly quick response.
No luck searching for a phone number, so I tried to search for a way to submit a technical support request. Eventually came across http://www.symantec.com/business/support/index?page=casedeflection&profileURL=httpsblahblah
Which allowed me to select a category that was vaguely connected to my issue, and after a LOT of trial and error I eventually discovered how to get the form to select the correct product and version number. This form also allowed me to enter a one-line description of issue.
Unfortunately I wasn’t able to submit any of this as I had to spend another hour searching through old emails, recreating mysupport accounts and resending and verifying ID’s before I could go any further.
Eventually I get to the following page: https://mysupport.symantec.com/verifyaccount.html Which says:
“Verify Account
Account validation requires that you have either a Technical Contact ID, a Support Number or a Technical Case ID registered with your account. Please enter the required information and submit your request. “
Brilliant: More wasted time searching for information about the above (e.g. what the hell are the various numbers it’s asking for and where do I find them etc).
Stumbled across a couple of posts that ended up with me spending loads more time digging out original license email – Eventually I find a promising looking “Support ID” (12 digits in groups of 4, separated by dashes).
I type this into what I assume is the correct box on the form (Support Number?) and press submit – Awesome – the form has timed out and I have to go through all the form filling again.
Only to get to the last stage mentioned above, with the following error:
“Support Number is not valid for your account” – Of course there is no further info or hint as to what this could be about.
To add insult to injury, I’ve also had to type out this rant twice as I hit the back-button in error whilst flicking between windows. Hilarious.
So, 5 hours in, still no support query even submitted.
Obviously I’ve only got myself to blame for not having all the required certificates and licenses and account details and verification emails to hand in the first place (I’m sure you’ve all got them neatly bound and stored in the appropriate folder right next to you?), but MY GOD – how difficult can it be to submit a simple support request???
Seriously – what am I missing here – what is the correct procedure for submitting an urgent support request and how is anyone supposed to know or find this information without wasting half a day on what should be a ten minute job?? I really would appreciate an answer.
Thanks in advance for any help!