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“Dispatch advises that the suspect is still on the scene.” So goes a familiar line from a popular TV show.

While 'advise' may be used in this manner, it means primarily to offer advice; that is, recommend or suggest a course of action.

"Our attorney advised us to rewrite our employee handbook."

A more appropriate verb is 'inform'.

"The marketing manager informed his staff that…."

"I was informed of this change…."

"After being informed of the new rules, we decided to…."

Copyright 2007, TRF, Wisconsin

If one is to complain loudly over problems, the old saying goes, one should also give credit when it is due. Such is the case with my recent issue regarding Symantec.

As I mentioned in my earlier blog, I experienced problems renewing my anti-virus program, then in accessing their system so I could retrieve the latest definitions.

For some reason I was unable to renew via the dialog box that opens when you launch Norton. I would click on "renew," and after about a minute or two, the screen would reply that it could not open the page I was requesting. Symantec's system was unresponsive or the page gone; I still don't know which. That's what prompted the
e-mails to California.

Eventually I went to their web site and found a link that allowed me to renew. Well, it took my money anyway. But after charging my credit card, I found that I still couldn't retrieve the latest definitions. As I said the other day, it was as if Symantec's left hand didn't know what its right hand was doing.

Back to their web site I went. After some digging I finally found a page to post a comment. Their system responded with a toll-free phone number and a "Priority Number" for my complaint. Aha! I was finally getting somewhere. But it still took some patience.

I called the Online Support Number, only to learn that she couldn't help me. Wrong department, you see. She transferred me to Technical Support. Ooops, says the next person, gotta send you to Customer Service. Hmmm. Now I'm getting a little steamed. Especially since I have to repeat the details of my problem each time, despite the fact that the customer service person is typing notes as I speak. (Notes which are entered into a file which other employees can read when they access my complaint file.)

Anyway, this person then states that, yep, I have the wrong department again. Back to Technical Support. By this point I'm more than a bit ticked, especially since I have to explain the situation again. But at least this guy seems to know what to do.

And what does he do? Goes into their system and manually renews my subscription. And he did it in about two minutes. Why someone else couldn't figure out the solution I don't know, but at least the matter is resolved. Even if I had to sit on phone for nearly 40 minutes total. (In case you're wondering: Yes, Symantec uses an oversees firm to handle customer service calls. Try it sometime and see if you understand the accents.)

In all fairness, each person who took my call was friendly and sounded empathetic. Each tried to help in his or her on way. Perhaps the final person was really the only one knowledgeable enough to diagnose and correct my problem.

Bottom line: The matter is resolved, my virus definitions are updated, and I'm a happy camper again. At least until January 2008 when I get to try again. Happy thought.

Bottom line #2: Perhaps it's not a good idea to try to renew via their web site. The dialog box apparently is programmed to access a particular page which, if reached successfully, will take your money and update their system. Problem was, I couldn't access that page. Guess I should've tried to find a phone number instead.

What's with Symantec?

First I had a heck of a time trying to renew my subscription. I'd click on the Renew button, there'd be a long pause, and then I'd get the message that the particular page I need is unavailable.

I finally got their system to renew my sub., but now I can't download the lastest virus definitions. Their system doesn't understand that I have renewed: The right hand doesn't know what the left hand is doing.

Several e-mails to them have gone unanswered. And of course, they don't provide a toll-free number on their web site. Apparently they feel they're so good and popular they can afford to thumb their noses at an occasional customer. Guess it's time to find another brand of anti-virus software.

Some additional items to consider as you prepare your presentation.

Clothing and jewelry should be plain and simple. Large, gaudy pins and earrings can be distracting. Eat light beforehand, and watch certain foods. Dairy products and sweets make you clear your throat, carbonated beverages cause belching, and greasy foods leave an annoying film on your teeth. Resist the temptation to jab a stick of gum in your mouth. Chewing gum during a presentation is a big no-no!

Don’t bind or staple your script. That forces you to turn the pages, which is distracting. You should slide your pages as you speak. Avoid licking your finger before grasping a page. If you have dry skin, apply a few drops of hand lotion prior to speaking. Remember to maintain eye contact as you turn pages.

Keep your hands free, especially if you’re a fidgety type. Clicking a pen or jingling coins in your pocket is very annoying. Feel free to move about while speaking to small groups. You’ll be more relaxed and in control.