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I hate Norton AV...

Preface:
I work at a large-ish forex trading company($FX) as a customer support representative. We place high value on customer care, so we don't have any calls per hour quotas to meet, which means we might sometimes get to sit on a call for an hour or two while we attempt to solve whatever issue the clients are facing. It's actually a pretty fun job.
Alright, so we've had this older lady($OL) come on chat, send us emails and call us for a few days. She's been having issues installing our trading platform on her computer. We tried walking her through the steps of taking a screenshot, but some people just... Can't. A couple days ago she came on our live chat, and I picked it up. $B is yours truly.
Long chat trying to explain the issue, trying to walk her through the process of taking a screenshot, etc. Irrelevant for the purposes of this tale.
$OL: Everytime I try to download the program, I get a notification saying "This file has been removed from your computer because it's a risky file".
Ding! Having had Norton in the past, I remember seeing this dreadful message, and it was burnt into my brain.
$B: Are you using Norton Anticirus by any chance?
$OL: Yes.
Well crap... Now, normally I'd walk her through the process of sisabling the anti virus to install it, but just last week I got chewed out by my team leader because I was going above my job description (read: I would solve customers' platform issues instead of letting our IT department handle it, like twlling clients to disable their antivirus/firewall and check again, or open specific ports, when the fixes to the issues were more technical than what my TL could understand. Because manglement). So instead of fixing it there and then...
$B: OK, I will need to check this with our Technical team and you should receive an update by email shortly.
I did not contact IT. Instead I fired an email to my TL. Condensed to get my point across.
$B: Hey, so this client's been having issues with downloading the platform. She's running Norton and it swallows the exe file. (Easy work around here), can someone get back to her with the fix?
The next day, I get an email back:
$TL: Yeah, if it's to disable the AV we can tell her to do that.
And apparently one of my other, less than tech savvy collegues, sent her an email with a garbled up explanation earlier today.
As if on cue, the phone rings.
$B: Welcome to $FX, how can I help?
$OL: Hello, I was having issues with installing your platform, and I got an email from you with an explanation, but I couldn't understand it.
Yeah, like anyone would have. I had her account open by chance, but for the call recording software...
$B: OK, can you give me your account number please?
$OL: Sure, it's 123456
$B: OK, just a moment please.
$B: OK, so before you try to download the platform again, please find the anti virus icon on the bottom right of the screen, and right click on it.
$OL: OK. Now what?
$B: Now download the platform.
$OL: It didn't work.
Of course it didn't. I was having a shit week anyways, why would it start getting better now?
$B: OK, let's try this...
Enter the long and arduous process of walking her through the menus in Norton without actually being able to see them, until we got to the security history screen.
$B: OK, now look for the exe file.
$OL: Found it.
$B: OK, now click on it and on the right side you should see a description, and an option to restore the file.
$OL: OK, found it, now what.
$B: Click on "restore" and you should see a notification window. Check the box saying so and so, and then on restore.
$OL: Done.
$B: OK, now open your browser again and go to the downloads screen, and run the installation file.
$OL: OK, it's installing.
$B: Perfect. Once it's done, let's try to log into your trading account.
$OL: OK, it works.
$B: Perfect. Is there anything else I can help you with?
$OL: No, thank you very much for your time.
$B: It was my pleasure ma'am. Have a great day.
$OL: You too.
tl;dr Client was having download issues that can be fixed in about 5 minutes. But due to manglement I was unable to assist right away. In the end I ended up getting permission to do exactly what I got chewed up for a week before. I do enjoy helping the clients, but I'm starting to hate my job because sometimes the processes involved gang up to make me as inefficient as fucking possible...
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