How not to do customer service
Symantec, as you may know, has a line of centrally managed enterprise anti-virus packages. Their software requires you to purchase annual licenses so that it will continue getting updates. I do not have a problem with this, as the money to pay for continuing Anti-virus research has to come from somewhere. But you’d figure that they would make it easy to do, right? No.
So, customer gets message that his subscription is expiring, and needs to go to X web site to purchase a renewal. After purchasing what he guesses is the right package (not like it gives you a PART NUMBER or anything), he buys it, and is told to click the “download” button to download the license. Except that there’s no download button.
After a very confusing e-mail exchange with Symantec, in which they assured him that he should have a download button, there was no resolution.
Three days later, a license file shows up in an e-mail to be installed with an undocumented license tool that took three hours to find!
Tell me again why I want to buy your product, if you are going to make it this difficult to continue using it?