Symantec, "We Cannot Pass This Information"

From my previous post, you've probably noticed I'm having some trouble with Symantec. What you may not know, is that I've been having trouble with different versions of Symantec for the past two years. I've been slowly migrating all my clients away from them and anyone who is running their product. Today I had some problems with Symantec detecting Spector 360 as spyware and disabling it even though the end users told Symantec to Exclude scanning this. So, Spector sent me an email on how to fix it all (basically reinstall everything) and a link to Symantec's chat. When I connected with Symantec's chat service I was number 29 in the queue and after I go connected this is what was said:

user Misty_Olen
has entered room.

We are experiencing higher than usual service times. Please wait and an analyst will be with you shortly.

We are experiencing higher than usual service times. Please wait and an analyst will be with you shortly.

We are experiencing higher than usual service times. Please wait and an analyst will be with you shortly.

We are experiencing higher than usual service times. Please wait and an analyst will be with you shortly.

We are experiencing higher than usual service times. Please wait and an analyst will be with you shortly.

analyst Shailendra has entered room.

Shailendra:
Hello Misty_Olen. My name is Shailendra.

Misty_Olen:
I have Symantec Corporate Edition 10.1 that we paid for about 50 licenses of, I have Spector 360 that we paid for 50 licenses of, both of these costs thousands of dollars. Now, Symantec has killed my Spector install, even though I clicked exclude. I want someone at Symantec to do something about Spector being detected as spyware.

Shailendra:
Hello , thank you for contacting Symantec Live Technical Support. Please make a note of the Chat Request Id [268368] for this interaction

Shailendra:
Can you confirm the telephone number as

Misty_Olen:
870-xxx-xxxx

Misty_Olen:
870-xxx-xxxx

Misty_Olen:
bottom number is the correct one

Shailendra:
I suggest you please contact enterprise support.

Misty_Olen:
I suggest Symantec get it's act together and you pass this information on

Shailendra:
I recommend that you please post your message / query to the respective product group. Doing this will direct you to the exact group of Technical Support Engineers specializing in that particular product group, who will study your case and provide you with information that match your needs.

Please click on the URL link provided below and choose the respective product from the drop down list of products:

>Web URL:
http://www.symantec.com/techsupp/enterprise/select_product_contact.html

Shailendra:
Is there anything else I can help you with?

Misty_Olen:
Yes, you could help me

Misty_Olen:
You could agree to pass this on, instead of telling me to call a phone number after waiting through a queue of 29 people

Misty_Olen:
This whole waiting time has been pointless unless you are actually going to do something besides be an online phone book

Shailendra:
I understand your concerns .

Shailendra:
But we cannot do that.

Misty_Olen:
you can't pass on information

Misty_Olen:
?

Shailendra:
Please accept my apologies for the inconvenience.

Misty_Olen:
No I don't accept

Misty_Olen:
I accept results

Misty_Olen:
not what you are offering

Misty_Olen:
You should have a boss or someone that you can tell about this

Shailendra:
We cannot pass this information.

Misty_Olen:
that's what I want you to do

Misty_Olen:
so, are you saying symantec can't communicate

Shailendra:
I suggest you please contact them.

Misty_Olen:
?

Misty_Olen:
who are you? Do you work for symantec?

Misty_Olen:
This is technical support,

Misty_Olen:
you work for symantec

Misty_Olen:
you have a boss

Misty_Olen:
tell your boss to tell whoever needs to know that there is a problem with this

Shailendra:
Please click on the URL link provided below and choose the respective product from the drop down list of products:

>Web URL:
http://www.symantec.com/techsupp/enterprise/select_product_contact.html

Misty_Olen:
Thanks, but you just lost at least 10 customers from this one exchange, way to go Shailendra, you should look for a new company to go to work for

I lost a snippet of this conversation where Shailendra told me that I was at the Home Users Support group. I understand I didn't have a home user product, but nowhere in the waiting time did it talk about connecting to Home User technical support. My problem with this is that if you work for a company then you should be able to send an email to somebody who could take a look at this problem. I wasn't looking for a solution from Symantec, I already have one from Spector, all I wanted from Symantec was for them to step up and do something about this happening in the future. But it looks like they couldn't even do that.

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