Problems with Symantec? I can relate!

So, this is something I've been doing at work, for everyone who keeps asking me what I do at work. LOL! So, just a brief intro. This is a letter I wrote to Digital River. Digital River is the company that run's Symantec's website. Symantec asked them to hire a company from India to handle ALL the customer service. Basically, my boss tried to renew her Anti-Virus 7/12. When she renewed it, she mailed a check to where they told her, and made out to who they told her to. Then, the check wasn't cleared until 8/7. They never sent her a confirmation code to renew her anti-virus. She has a temporary one now. I finally got ahold of someone besides this company in india, and this is the letter I wrote to them (at their request).

Judy Alexander:

Thank you for
your help with this issue. Enclosed is a copy of our cleared check and the order
confirmation page. Listed below are the times that I personally have contacted
the Customer Service in India regarding this issue.

*I first spoke
with a representative on 8/30/06. The representative told me that he saw that
they had receieved my check, but it hadn’t been processed yet. He said if we had
not received an e-mail confirmation by 8/31/06, to call back and ask for the
“higher authorities.”
*I spoke with a different representative on 8/31/06. I
asked immediately to speak with the “higher authorities.” I was told I would be
able to speak with them, but to let the representative know the problem so they
could give that information to their supervisor before he/she spoke with me. I
gave them the information they asked for. The representative told me that he saw
the problem, and there was no need to speak with the supervisor. He said that
they have our check, and it has been cashed, but it hasn’t been “processed” yet.
He offered me a 15-day trail version of the anti-virus software we ordered, and
said that it would defiantly be taken care of within the week.
*We did not
receive the confirmation code as promised within the week. I called again asking
to speak with a supervisor. Again the representative tried to solve my problem
without going to the supervisor. When I insisted I speak with a supervisor, they
put me on hold. The representative came back on the line and told me they had
spoken with their supervisor, and assured me that the problem would be taken
care of. I insisted again to actually speak with the supervisor. She told me the
supervisor would say the same thing, and I insisted again to speak with them.
The supervisor told me that they were forwarding it to the accounting
department. I asked if I could speak with them directly. The supervisor again
assured me that it would be taken care of. I had to ask several times for the
phone number of the people he was forwarding it to. Eventually, I was told that
they did not have a phone number for that department. They only had an e-mail
address. He insisted that he would follow up, although when I asked him how he
planned to follow up if all he had was an e-mail address, he just repeated that
he’d follow up on it.
*I was contacted by someone (also in India) named
Jacob. He asked me the same questions my boss had given answers for twice. I
gave him the information, and he thanked me.
*I looked online for a phone
number for Symantec. I got an operator for their headquarters in California. She
gave me a number that she thought was for Digital River. It directed me again to
India, to the same representatives. I eventually looked at Digital River’s
annual report and found a phone number at the bottom. I called and spoke with a
receptionist, who was extremely helpful. She gave me a phone number for the
Manager of Customer Service and Accounts Receivable. She transferred me to
Accounts Receivable, and Judy Alexander was extremely helpful also. She asked me
for all the information I’ve listed here, and a copy of the cleared check, and
said she would find out what was happening.

If you have any
questions, feel free to contact me. My time zone is the Alaska Time Zone (a
separate time zone one hour later than the west coast). I am available Monday
through Friday 8am-12pm and 1pm-5pm. Please accept my sincerest thanks for
assisting me with this problem.

Evelyna Caldwell
Administrative
Assistant

So, that was fun. I've spent so much time on it. She's probably spent twice as much as she spent on the product paying me to fix it. Oh well.