So jumped through all the hoops to finally get to a technician in a chatroom ... I will say that Symantec scores very well in that department, compared to other technical help chats I've done. A live countdown to show you where you are in the help lineup (I started out as number four and was at number one and connected in less than two minutes), the tech had actually read my case notes before making contact instead of signing on first and then telling me to wait while they read, took my word about what I'd already tried and shoehorned my renewal through from his/her end immediately. And then, instead of the usual "fixed, you can carry on now, bye" (understandable if there's a long queue of customers, but bound to result in repeat sessions with half of them), stated that they would stay online until I had checked everything over and run/installed all the waiting updates and checked that they were all okay too. A couple of extra minutes on his/her part, but to me an excellent customer service gesture ... dunno whether that's company policy (and if it is, good on 'em!) or just this particular tech, but doing that little extra thing goes a long way and in this case the tech earned my complimentary comment in the chat log, and I requested a supervisor email for repeating it (sure, one puts such things in the automatic service survey that pops up in the email after these sessions, and I did, but real humans don't often look at those).
'twas all very time-consuming though, the good and the bad, so, being thoroughly sick of the site of the computer after all that, spent the evening with a VERY young Stephen Fry and Hugh Laurie (I must say that Mr. Fry was one helluva dancer back then ***GRIN***)and a pair of knitting needles. And the hope that "Analyst Nishant" had a well-deserved shift full of easy, non-cranky customers. :-)