One of my client’s computers recently got infected by several viruses.  She attempted to solve the problem by installing Norton Antivirus 2010.  After the instillation, her computer would not allow her to logon, so she gave me a call.  After doing some research, being unable to solve the problem, which was likely caused by the instillation of Norton Antivirus, I called Norton to receive the “Free Support” that came with the software.   The phone support reminded me of my recent post on foreign call centers; Norton’s support was unbelievable and unacceptable.  Explaining my interactions with Norton’s support team will illustrate how Norton’s “low cost” foreign call centers destroy consumer trust, damage Norton’s brand, and ultimately reduced the company’s profitability.

Before I elaborate on Norton’s phone support, I want to point you to how I solved the problem.  You can see the solution on how to fix a logon logoff loop on a previous post of mine.

I would also like to give a brief history of Norton Antivirus. Historically, Norton Antivirus has received extremely poor reviews because of its intense PC resource consumption, and inability to be completely removed from a user’s computer system.  Recently, Norton has been making great strides in reducing the products resource requirements and marketing it as such.  It has been quite some time since I have personally used Symantec’s Norton software; before the following fiasco, I perceived the Norton and Symantec brands as mostly neutral.  Let’s see how Norton’s call center impacted my perception of Norton’s brand.

When I arrived at my client’s location, she was completely beside herself.  My client was about to go on vacation, and her POS (Point of Sale) system was out of commission.  I tried for about an hour to solve the problem on my own to no avail. The box the antivirus software came in mentioned that it came with “Free 24/7 chat, E-Mail, and phone support”, so I figured I would give that a shot.

When I called, I was first connected to a Norton call center in the Philippines.  Before getting to the actual support, I had to give the Norton agent some personal information so she could create a customer profile for me.  I usually find it quite easy to tell someone my name and phone number.  This was not the case with Norton; I was barely able to communicate with the Norton representative I was on the phone with.  I spent five minutes spelling my name and giving her my phone number.  I am not an exaggerating.  If it was difficult to give my phone number, I could only imagine the quality of support I was about to receive.

After describing the problem, and going through some basic trouble shooting steps, the representative said she was unable to solve the problem.  I asked for their second level of support, the support based in the United States. As she began her response, I came to realize they were attempting to up-sell me.

I was embarrassed for the Norton representative as she began her sales pitch; I could tell she was reading from a script.  She told me that the second tier of support was based in the United States and normally cost $170.  But since I was a “valued customer,” they would give me a $30 discount.  So much for the “Free” support claims on their packaging.  I agreed to pay the $140, as I knew this was the only way I could reach someone that understood English.  I also knew that could get a refund, or if not, dispute the charge with the credit card issuer.

Prior to connecting with the second level of support I was asked to go to “Norton.com/link” in my browser.  Early in the support call, I told the agent I was using a second computer that had access to the internet, and it was not the computer I needed the support on.  With that understood, I figured this page would be used for some purpose other than remotely controlling my computer.

I spent another five minutes communicating my E-Mail address.  I was laughing in my head the whole time.  I assumed Norton’s support would be poor, not painful.  Norton’s support was painful.

The Norton representative then spent more time then necessary explaining how I would be entering my credit card information into an automated phone system.  When she finally transferred me to the automated system, I looked at my phone, and realized I had spent 30 minutes talking to her; 10 minutes of which was communicating my name, phone number, and E-Mail address.   I entered the requested information into the automated system with relative ease and was transferred to tier two support.

I got to the second level of support after a brief time on hold.  As the conversation started, I noticed the second representative had a stronger accent than the initial agent I spoke with. I inquired about her location, and she said she was in India.  I distinctly remember being told I would be talking to the second level of support, in the United States.

As I was talking to the second female agent, I was asked to confirm the information in my customer profile.  It turns out my E-mail address was incorrect.  I guess the five minutes I spent giving it to the first agent was not enough.  I had to go through the process once more; add five more minutes to the phone call for simple data entry.

After verifying my information, I was asked to go to the “Norton.com/link” page I had open in my browser.  The Norton representative said she was going to remotely control my computer.  I expressed, again, this was not the computer with the problem.

We discussed the problem once again. She reviewed a few pages of her resources with me; all of which I had already tried with no success.  Once her resources were exhausted, she said she was unable to assist any further and that she would refund what I had paid for the support.

After the interactions with Norton, I did some more research on the internet.  And, as I mentioned in the beginning, I did finally fix the Windows XP Logon Logoff loop.  Not only is it likely Norton Antivirus caused the problem in the first place, their support provided zero assistance solving the problem.  What Norton did do, however, was impact their brand quite negatively.  Norton’s “low cost” foreign call centers damaged the trust I had in Norton, damaged Norton’s brand, and ultimately cost the company money.  Let me elaborate a bit on each of these claims

Trust

My trust in Norton’s brand has now been damaged.  Norton’s packaging says “Free Phone Support” and I did not get that.  Instead, Norton required I purchase their advanced support to get any relevant help.   If one portion of the packaging was untrue, were other parts untrue?  Is Norton Antivirus actually effective at preventing infections? It is hard to trust one claim on a package if a second claim is proven false.

Second, I was told I would reach American based technical support if I paid their advanced support fee.  When I was transferred to that second level of support, I reached someone in India.

Impact on Brand

Besides losing consumer’s trust, Norton also proved they can’t effectively communicate. Either Norton’s foreign call centers are staffed with employees that can’t understand English well, or the call centers are built using poor quality telephony equipment. Why would anyone do business with a company that can’t spell “Ed” or understand a 10 digit number?  Statistically, from my interactions with two of Norton’s employees, in two different countries, 100% of Norton’s employees can’t communicate.  I realize that that is quite a poor population size, but it is all I have to go by; it is the only point of contact I have with Norton.

The Numbers

A few months ago my interactions with RCN inspired me to write an essay on how low cost call centers are inherently expensive.  My experiences with Norton prove my theory once again.  I spent roughly an hour and a half on the phone with Norton Support.  The call accomplished no positive outcome.  However, many resources were used during the conversation.

• Norton authorized a $140 credit card purchase, which likely cost Norton $3.
• I talked to two different support agents, at $10 an hour, that cost Norton $15.
• Norton consumed 90 toll-free minutes.

The call, which cost Norton nearly $20 financially speaking, was not the only cost to Norton.  The damage to Norton’s brand, caused by the poor quality foreign support and false advertising, carries an even larger cost, although it’s tough to say exactly what that cost is.

Even with the sale of the software, it would be tough to conclude Norton made any profit.  Norton only received a fraction of the revenue generated from the purchase of the software, which retailed for $40.  And it is likely that the software will be returned.

Here is the kicker: The foreign call centers may actually impact Best Buy more than Norton.  Best Buy does not allow opened software to be returned; it is against their return policy. It is unfortunate for Best Buy that Norton’s packaging included false advertising.  The customer, my client, did not receive what she had paid for; free phone support.  Therefore, it is safe to assume any credit card disputes would end in favor of my client.

I believe a credit card charge-back, or “dispute”, would cost an estimated $25, regardless if the dispute ends in the retailers favor or not.  Furthermore, credit card charge-backs are an administrative nightmare for any company.

At minimum, if Best Buy accepted the return, Best Buy would incur the cost of processing the initial sale, the refund, and the cost of employing someone to process both transactions. Total minimum cost would be roughly $3.30.  However, if they won’t allow the product to be returned, Best Buy would incur a charge-back fee from the credit card processor, regardless if they were found accountable or not, which would add $25 plus any administrative labor cost.  The total cost would be well over $30 after all is said and done.  That is well above the margin from the initial sale.  Furthermore, if the dispute ended in the customer’s favor, Best Buy would be out the $40 as well; totaling $70.

Norton’s “low cost” call centers have impacted both Norton and Best Buy quite negatively.  Norton has lost consumer trust.  Norton has badly damaged its brand.  And both Norton and Best Buy have incurred, or will incur, significant financial losses.  When will multinational corporations begin to see the damage caused by poor quality and low cost call centers?  It astonishes me that this trend continues.  Even as I was writing this essay, a friend of mine was complaining about HP’s foreign support as he tried to get his printer installed.  Ironically, he recently consulted on a project to outsource a portion of a company’s workforce to the Philippines.

One of my clients caught a virus on her computer this last week.  In an attempt to correct the problem, she installed Norton Antivirus 2010 before doing a full system scan using the boot disk.  The first time she rebooted the computer, she got into a logon logoff loop; after entering her login information and submitting it, Windows XP would automatically logoff the account.  It was at this point she contacted me and I came to help her solve the problem.  [See the bottom of this post for the solution]

I was stumped rather quickly after many internet searches.  I could tell the solution would not be easy.  The logon logoff loop persisted in all versions of safe mode; I was unable to access a command prompt.  I ran the bootable Norton CD and cleaned any remaining viruses off the machine; that didn’t solve the problem. My attempts to rename or copy files from another working machine, using a Windows Repair Console, did not solve the problem either.

Before telling my client I could not fix the problem, I called Norton to see if they could help me. Norton’s support was unacceptable, they could not help me.  I documented Norton’s inadequate support in a separate post.

I brought the computer to Best Buy, where my client originally purchased the Norton product.  I talked with the Geek Squad agent for a while, and we came to the same conclusion, a Windows Reinstall was most likely necessary.  I told my client I could do this at a fraction of the cost Best Buy would charge.

I attempted one last time to save the instillation of Windows, and returned to the internet once more.  I quickly realized I had managed to miss one of the possible solutions; fixing the registry.  I originally did not try this because I was unable to access Regedit.  This time, however, I brought some blank CDs and a copy of Windows XP Professional SP2 so that I could create a BartPE disk.  Using that disk I was able to open the local machine’s software registry hive and solve the problem.  My client’s computer booted successfully, and everything was as good as it was pre virus infection.

I learned two lessons with this service call:

• Run a full system scan prior to an Antivirus instillation; the scan provided on the bootable CD.
  • The Bootable Norton CD will download new virus definitions automatically if the machine is connected to a LAN.
  • Installing Norton on an infected machine could possibly cause damage.
• Come to all clients with all the tools at your disposal.  Even the tools you don’t think you will need.

Conditions

A Windows XP Professional machine was infected with several viruses.  Norton Antivirus 2010 was installed prior to a full system scan.

Symptoms

After rebooting, the system enters a logon logoff (or login logoff) loop; unable to get to the desktop. Safe mode will not work.

Solution

1. Boot from BartPE disk (Download and creation instructions for BartPE)
2. Open Regedit
3. Select the HKEY_USERS hive
4. Click File and choose Load Hive
5. Open the SOFTWARE  registry hive, likely located in:
   C:\Windows\System32\Config\SOFTWARE (Note: No filename extension)
6. Give the Hive a name: MyLocalHive
7. Navigate to:
   HKEY_USERS\MyLocalHive\Microsoft\Windows NT\CurrentVersion\Winlogon
8. Validate the value for the Userinit string equals:
   C:\Windows\System32\Userinit.exe, (Note: comma should be there)
9. The preceding string and value may be missing and must be added
10. Close Regedit and reboot the machine

Solution Credit: MVPS.org

I had a problem with my Samsung LN-S4095DX cutting off the edges of the image and was able to fix it with a firmware update.

I have had this edge-cut-off problem ever since I bought my TV.  I really didn’t notice the problem when viewing my Tivo; most channels do not to put important visual information on the edges of the image.  However, I had a difficult time using my Mac or PC with the TV as a display because the menus were always getting cut off.  Both computers were sending out a 1920 x 1080 resolution image via an HDMI.  My TV supports 1080P.

I have searched through my TV’s menus and manual on many occasions; unable to find a solution that would enable “pixel per pixel” or “Just Scan” image display functionality.   I searched the internet on multiple occasions, also unable to find a solution.  A few days ago, in desperation, I called Samsung support.  I told them about my edge problems, and they claimed my TV is set correctly, and the image coming from my PC and Mac were either incompatible or not correct.  The Samsung support supervisor even claimed a 40″ 1080P TV has fewer pixels than a 50″ 1080P TV and told me I should lower my computers output resolution.

The geek inside me knew Samsung’s information was far from the truth.

I went back to the internet and searched for another hour.  I found something that instructed me to disable the “Overscan” feature on my Mac.  I tried that solution; the image on the TV reduced in size, and I was able to see all of the menus.  However, the image being displayed was at a much lower resolution then the TV should be able to handle, and there were now black bars on the sides of the image.  This solution was not acceptable.

Finally, I came across some postings referring to a new firmware update for my TV.  I found the update files on a server somewhere on the Internet, thanks to Google.  I downloaded the firmware (usb_MOS2AUS0_1026.exe), used my PC to extract the files and put it on a USB drive, and upgraded my TV’s firmware. See below for the exact process.

I turned my TV on, pushed the blue P.Size button on my remote, and YES! the “Just Scan” feature was now present!  The picture looked perfect!  Problem solved.  I have no idea why Samsung did not enable this in the first generation of firmware.  But it works now, and I am a happy camper!

Symptoms

A Samsung LN-S4095DX is stretching a 1080p/1080i imaged and cutting off the edges.  The image displayed on the TV is 92% of the original imaged; stretched.

Solution

1. Get file from here (sorry for the pop-up ads):

   http://www.mediafire.com/file/mzjgjvwzngy/usb_MOS2AUS0_1026.exe

2. Extract the files to a USB memory stick/jump drive.
3. Insert the USB memory stick/jump drive into the TV’s service port.
4. Turn on your TV
5. Go into AIR or Cable mode by pushing the source button.
6. Press: MUTE,  7,  8,  9, EXIT
7. Sit back and watch the hilarious status messages. TOUCH NOTHING
8. The TV will turn off by itself at the end.
9. Turn on your TV
10. JustScan will be available in the Picture menu, or by pressing the blue P.Size button.

Late last week, I was having a problem with RCN hijacking my mistyped URLs.  I was finally able to get them fixed!  This post has two different distinct topics; the situation and how the problem was solved.  In the near future I will post a new entry analyzing RCN’s business practices.

*Update – December 31st 2009*
I added a symptoms section and two guaranteed solutions at the bottom of this post.

The Situation

I spent hours on the phone with RCN (800-RING-RCN) and their representatives in Filipino call center.  I went through six phone calls, over three total hours on the phone, and reset my router and modem at least eight times.

From the discussions I had with the Filipino representatives, I concluded  my technical knowledge likely  surpassed theirs to a great degree. Each representative I talked to took over 30 minutes to fully understand the extent of the problem either through my explanation, their review of their FAQ system, or their review of my call history.

I told each representative I talked to that I was using the Safari browser on a Mac computer.  I also informed them that I was behind a NAT router.

One of my early discussions with the representatives lead to a discovery of an internal e-mail that RCN sent to all of their technicians.  On August 4th, RCN started utilizing a “PaxFire” system that would direct users that mis-typed or typed in an invalid URL to an RCN search page that contained sponsored search results.  I frequently had to refer to this email to subsequent RCN technicians to help them understand the situation.

With or without referring to this document, all of the representatives I talked to wanted me to clear my history and cookies.  This would supposedly solve the problem. It did not; and I knew it wouldn’t.  I was just following their directions.  At different points, they wanted me to go to the “terminal” and type in the following command in order to discover my DNS server settings:

/cat/etc/resolv.conf

That command was actually an invalid command that was listed in their FAQ system.  The correct command to find the current DNS server addresses on a Mac OSX computer, as I found searching the internet, is the following:

more /etc/resolv.conf

Correct command or not, I was still behind a router, therefor my Mac’s DNS server settings would always be my router. This was further proof that the technicians I talked to did not understand the situation.  They did not understand how to discover the problem.  Finally, they did not understand the possible solutions.  RCN’s Filipino technicians were incompetent and/or ignorant of internet technologies.

The problem I was having was simple; my router was receiving RCN’s DNS server address that utilized the “PaxFire” system.  They had already set me as opting out of this “PaxFire” system.   I should have been getting the “non-PaxFire” DNS server address.

Fixing the Problem

After these many hours on the phone with support over the weekend, and with no solution in sight, I wrote the previous blog entry.  I also tweeted my problem on Twitter.  Today, Monday, I received a Twitter response from @RCNConnects asking me to e-mail Help_Me_RCN@RCN.net with my problem.  I sent a quick e-mail and hoped for the best.

An hour later, I received a call from an RCN technician that was based in the United States!  We quickly went through several things and my problem was fixed!  I can’t tell what finally solved the problem.  But we completed the following steps within 15 minutes:

• I restarted my modem and router.  (Did not fix problem)
• I told the representative my IP address, proving it was receiving an IP address on the Non-FoxFire enable router. (Problem Persisted)
• I connected my modem directly to my computer, and restarted the modem.
• I checked my DNS servers using the correct command above. (Problem Solved)
• I reconnected my computer to my router, and reconnected my router to my modem.
• I restarted the router and modem.  (Problem still solved)

I can not verify what, if anything, the RCN technician did on his end.  From my perspective, I essentially reset my router/modem, which I had already done many times unsuccessfully solving my problem.  The solution possibly had something to do with the change in connected devices.  It is also possible the technician did something that I was unaware of.

In either case, my problem was solved during the conversation with a Unites States based technician.  And the only way that a customer can get in touch with one, from what I can tell, is to e-mail Help_Me_RCN@RCN.net.

Symptoms

When a mistyped or invalid URL is entered, an RCN search page is displayed.

Solution 1 – Easy

1. E-mail Help_Me_RCN@RCN.net.
2. When that process is complete, power cycle your equipment.
   1. Unplug the modem and connected device (router or PC/Mac)
   2. Plug in the modem; wait 1 minute
   3. Plug in or start the connected device.
3. The connected device should now pull a different IP address and DNS server.

Solution 2 – Advanced

1. Download the DNS Benchmark program from GRC.com/dns/benchmark.htm
2. Run the program
3. Update your machines DNS addresses to a fast, public, non hijacked DNS server. The address will be provided
4. This will not only fix the RCN hijacking problem, but will also speed up internet browsing since you will not be using the DNS services provided by RCN or your home router.

I had a problem with my MacBook running Mac OSX 10.5 where FireFox 3 would report to the server that I was using a mobile platform. The server would then redirect me to their mobile page. This made it difficult to brows PayPal.com and Schwab.com (among others) because they were always taking me to their mobile or wireless pages, no matter what URL I went to. Turns out I had a plug-in to “enable WML browsing”. I deleted the plug-in and the problem went away!

Symptoms

Firefox redirects to mobile versions of webpages.

Solution

Remove/disable a plug-in that enables WML browsing.