Symantec Customer Service a fore taste of hell?

I got a great new HP iPaq hw6945. I really like it. Finally my cell phone is attached to my contact file.

In order to connect to the web and still use this for work at the hospital, I need to install Symantec Antivirus for Handhelds. No big deal right?


I installed it with the ever patient IS guy watching. It didn’t work.

I found the error on the Symantec site and the solution to the error. Here’s a screen shot:
Click for larger view

I have version 3.0 and simply need version 3.5.

I’ve spent virtually a third of the last 28 hours on the phone with India being bounced between customer service and tech support being told “not a problem” and that I need to talk to the other side.

  • Vinjoy,
  • Constance,
  • someone else,
  • Scott,
  • Ali,
  • John,
  • Ashley, and
  • Sunish.

I’ve even been sold the “right” version twice.

Both times it was the same 3.0 version that was wrong in the first place.

Is this what hell might be like?

[Update: I’m now talking to Jenny in Oregon. She’s being incredibly helpful. She’s even mentioned another way to get this…possibly…uh-oh. Gotta go.]

[Update to the update: JENNY’S MY HERO!! (She told me so. *grin*) But she is. I have a version that is working on my PDA and I’m ecstatic. Overjoyed. Stinkin’ psyched.]

Wonder if I could devise a way to call problem solvers like Jenny directly without all the middle-people…

Marc A. Pitman

Marc A. Pitman helps leaders lead their teams with more effectiveness and less stress. The author of "Ask Without Fear!®," he is the founder of The Concord Leadership Group and He's also the executive director of and an Advisory Panel member of Rogare, a prestigious international fundraising think tank. He is the husband to his best friend and the father of three amazing kids. And if you drive by him on the road, he’ll be singing 80’s tunes loud enough to embarrass his family! You can connect with him on Google+, on Twitter @marcapitman, and like "Ask Without Fear!" on Facebook. To get his free ebook on 21 ways to get board members engaged with fundraising, go to

This Post Has 4 Comments

  1. Rich

    and how do we like our Indian tech support?

  2. Marc

    Nice people. I wish they could’ve given me some masala dossa for all the time I spent on hold!

  3. Lukas

    couldn’t wait for the iPhone eh?

  4. Marc

    Nope…I needed it NOW. 🙂

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