I am feeling slightly dazed and strangely guilty after being on the receiving end of some effective customer service over-delivery. And it was from a tech company.
Stand up Norton Anti-Virus, from Symantec.
Having switched from PC to Mac about three months ago (and yes, I wished I done that ten years ago) I needed to cancel a standing order subscription to Norton Anti-Virus. But I had lost my logins (doh!) and could not unsubscribe through the ‘correct channels’ on the Symantec site.
There are plenty of tiered FAQs on the Symantec support pages. They seem to follow a sort of decision-tree logic to diagnose an issue but none were solving mine. I found myself in that awful hell where you go round in circles and end back where you had started.
Just as I began to panic about my bank account being debited annually until the end of time, I noticed the ‘Instant Online Chat’ feature, billed as ‘the fastest way to resolve your issue’. I submitted my issue in desperation.
Here is what actually happened (I replaced personal data):
Problem: I want to cancel my subscription (automatically renewed Nov 2009) but cannot do so using the procedures on this site as I do not have the logins. please contact me directly thanks 07XXX XXX XXX.
Anjith: Welcome to Norton Support, my name is Anjith Raju. Can I please have a minute to go through the information you have provided?
Mr. BuzzedUp.co.uk: hello
Anjith: Hi Mick , I see that you need help to refund the auto renewal charge for this year, is that correct?
Mr. BuzzedUp.co.uk: Well I don’t need the service any longer and if you can refund that would be great. I definitely want to cancel please
Anjith: May I have your billing address please?
Mr. BuzzedUp.co.uk: 4 XXXXXXX XXXX, Bristol, BSX XXX, UK
Anjith: I’m sorry if there’s been a misunderstanding. Autorenewal is supposed to be a convenient feature, but I’m sure it must be frustrating if you weren’t expecting to be charged.
Anjith: I’ll be happy to refund the charge, and I’ll also make sure your account is updated so that you aren’t charged for auto renewal again in the future.
Mr. BuzzedUp.co.uk: That is really great news, thanks.
Anjith: The refund will be processed within 2 to 3 working days and it will show up in your next billing cycle (within 10 working days depending on your bank). I have also cancelled the automatic renewal feature for the Norton so that the charge will not occur automatically again in future for the renewal.
Anjith: Is there anything else that I can help you with?
Mr. BuzzedUp.co.uk: I am really impressed by your service here Anjith. Thanks.
Anjith: Thank you for contacting Norton support. Have a great day!
Mr. BuzzedUp.co.uk: Goodbye, you too.
Anjith: Analyst has closed chat and left the room
It doesn’t look much as I re-read it now. But the operator solved my problem without any drama, and indeed is refunding me.
I am one happy customer. If I was a PC user (laughs smugly while caressing Apple’s pure beauty) I would use Symantec again.
{ 1 comment… read it below or add one }
Always good to hear a story of quality customer service!