10-04-2012 12:54 PM
After logging into MySymantec, can anyone get to the "Manage Case" link under the Customer Support section without always being prompted by that customer support portal registration form? I previously filled out the form via the "Create Case" link to open up a non-technical support case for a licensing issue. Unless it's just me, it'd be really weird if we have to fill out this form every time we need to create/manage a case.
Note that I get the same results using PCs with and without going through our proxy server, OSes ranging from WinXP, Win7 and Win7 x64, and IE versions from 7 to 9. Either something's wrong with our ISP or Symantec's Customer Support website is a bit messed up right now. I can get to my Technical Support cases just fine so hoping the problem is on Symantec's end.
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10-11-2012 01:10 PM
My local Symantec SE ended up talking to someone internally who reset my SymAccount after which I could FINALLY get into Customer Support case management! It's unfortunate frontline support wasn't able to do this so I could've avoided all of the phone calls I made trying to get people to understand the problem I was having.
10-05-2012 04:21 PM
FYI: According to one of my local Symantec contacts, I was supposed to get an e-mail with a Security Validation Key after filling out the registration form but I've never received such a message for my numerous attempts. This explains why the system keeps prompting me for info. I'll have to talk to tech support to resolve this issue.
10-10-2012 02:27 AM
Hi ,
I would recommend you to go on :
http://www.symantec.com/support/contact_techsupp_static.jsp and opt "Get licensing or account help by phone" option,
10-10-2012 12:56 PM
I've already called the number listed here in addition to a tech support and customer support number but they keep bouncing me back and forth between the two groups. Customer Support says it's a technical problem and Tech Support says because I'm not having a technical problem with one of their products to call customer support. They don't seem to know who to contact if I'm having a MySymantec website issue.
Anyway, I called Customer Care again today where the person I spoke to said he'd forward my case to another group although couldn't tell me exactly who would handle the case. He just gave me a precanned response to expect a response in 24-48 hour but think they told me the same thing last week when I first called. Now I'll have to wait till Friday and hope that they understand the issue I'm having. Thank goodness I don't have a problem creating/managing tech support cases.
10-11-2012 01:10 PM
My local Symantec SE ended up talking to someone internally who reset my SymAccount after which I could FINALLY get into Customer Support case management! It's unfortunate frontline support wasn't able to do this so I could've avoided all of the phone calls I made trying to get people to understand the problem I was having.