I notice on the Norton site they now have new policys on support as well, so it seems they are trying to address this as well, also they have support and development staff that participate in their forums on an ongoing basis. 
 "Need Help? Symantec provides free, unlimited 24x7 email, chat and phone support for a period of one year from initial installation of this product."
The last time I needed a question answered it was very quick using the online chat support and they have been helpful when I have needed it in the past as well. Just goes to show how different people can feel about how problems are dealt with I guess, and yes the person I chatted with was in India but was friendly and knew how to resolve my issue and that in the end was all I wanted.
Again I am only presenting this for information,  a good debate is often that which drives improvements in any product all I am trying to say is don't knock it until you have tried/really looked at the new version.