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Kudos0

Charged twice for subscription

Last night I was really close to switching to another product for exactly the reasons that I'm about to describe.

My subscription ran out, but I decided to stick with NIS for a few more months until I find a better product. So, I went online, bought a subscription and updated my credit card.  Initially, all seemed fine, I updated to NIS2010 hoping it might be better (it just might be better) then later in the day, I see that I've been charged twice leaving me with two years of subscription when I specifically checked the radio button that indicates that I'm buying a one year subscription.

The problem I have with Symantec is communication.   For a problem such as this I should be refunded immediately.  It's obviously a simple mistake, I was charged twice therefore resolution should be straight-forward, however communication with Norton/Symantec is horrible.  When you attempt to describe a problem through chat or email you must speak to Indians living in India that aren't fluent in English and repeatedly misconstrue the meaning of sentences and paragraphs.


I sent a few token emails describing this problem, but I'm also going to contact the Better Business Bureau to file a complaint as well as cancel the payment taken from my credit card. 

I really don't understand why it is incredibly difficult to conduct business with Symantec.

David

Replies

Kudos0

Re: Charged twice for subscription

Last night I was really close to switching to another product for exactly the reasons that I'm about to describe.

My subscription ran out, but I decided to stick with NIS for a few more months until I find a better product. So, I went online, bought a subscription and updated my credit card.  Initially, all seemed fine, I updated to NIS2010 hoping it might be better (it just might be better) then later in the day, I see that I've been charged twice leaving me with two years of subscription when I specifically checked the radio button that indicates that I'm buying a one year subscription.

The problem I have with Symantec is communication.   For a problem such as this I should be refunded immediately.  It's obviously a simple mistake, I was charged twice therefore resolution should be straight-forward, however communication with Norton/Symantec is horrible.  When you attempt to describe a problem through chat or email you must speak to Indians living in India that aren't fluent in English and repeatedly misconstrue the meaning of sentences and paragraphs.


I sent a few token emails describing this problem, but I'm also going to contact the Better Business Bureau to file a complaint as well as cancel the payment taken from my credit card. 

I really don't understand why it is incredibly difficult to conduct business with Symantec.

David

Kudos0

Re: Charged twice for subscription

Hi silver_mica,

I'm sorry to hear about the problems you have been experiencing. Please go to Symantec Customer Support as soon as possible and chat with them; it is to them that you have to turn to in the case of subscription or billing issues:

http://www.symantec.com/norton/support/contact/contact.jsp?pvid=cs

Please tell us how it goes. Thank you :-)

Kudos0

Re: Charged twice for subscription

Thanks for the advice.  I did send a couple of emails, but I'll also call my credit card to cancel payment and then report fraud to the Better Business Bureau.   The latter is a lot easier and less time consuming for me than trying to call, email or chat live with Symantec.  Things tend to go round-and-round with Symantec.

It is very strange, but that was one reason I was seriously considering dropping service with them, extremely poor customer support.

David

Kudos0

Re: Charged twice for subscription

Hi David,

 

Instead of waiting for response through email, better contact the Customer Support through Online Chat using the above link. You may get faster response and refund will be issued immediately.

 

Yogesh

Kudos0

Re: Charged twice for subscription

Have you tried applying for a full refund of the product?

http://www.symantec.com/norton/support/dtree.jsp?id=returns

Kudos2

Re: Charged twice for subscription

silva_mica Hi,

 

Perhaps you should look a little closer to home to recognize where the problems lie.

 

According to what you have written, your attitude is wanting.  I don't know where you are from or which planet you are currently living on, but, on Earth a multinational workforce is the norm and those who are handicapped and especially those who have to conduct their business in English, even though it may be difficult for them, or those who have a different version of the language such as many, many English-speaking people throughout the world, should be given some leeway by those of us who think they know better, even though they probably don't.

I've personally spoken or chatted on many business sites and, with a little patience and understanding, both sides have understood each other.

Apparently, you feel degraded by being asked to deal with a person who perhaps has a lower take-home pay than yourself and who is trying to do better for himself, in the world.

Suggesting Symantec are committing fraud is a very serious matter and completely unsupported by the facts as you have elicited them.

Your grammar could also benefit in several ways and perhaps this is part of your problem.

You have voiced your concerns on these Boards but appear uninterested when others have tried to come to your aid.

You should carefully consider what you require in a security program whilst you're searching for perfection.  You are free to choose and pay for the one of your choice, even if your decision is clouded by misconceptions and lack of perspective.

Perhaps you should be trying to improve yourself, before you try to improve others.

drshlomo.  

Kudos1

Re: Charged twice for subscription

I do wish you would try the Online Chat -- numerous users have posted here that they have had no problem in sorting out mistakes when they are made, whether when expiry dates get out of synch, the number of unused PC licences goes wrong, when they have uninstalled from one computer they are no longer using and want to put it onto a new one ..... and even recently I've seen some other posts about a double charge (unless you have posted more than once; I don't keep track of names).

IT WORKS -- email is slow and phone can take so long to connect that most give up; on that you are correct.

But CHAT works.

Here is my boilerplate on this:

To contact customer support Click on this link and work on from there.

You can choose CHAT or Email; phone may have a long wait time and feedback from users tells us that CHAT is by far the best at resolving problems.

Note that that link is to the USA/CAN website so if you are located elsewhere I'm sure you will be able to find the equivalent location on your local Symantec website; some pages have a link at the top right where you can select the country you are located in.

But it's your choice. 

Hugh
Kudos0

Re: Charged twice for subscription

A recent email communication has led me to believe that I will be refunded soon.  

Insofar as communicating with Symantec I'll send an email and write letters (using the Unite States Post Office), but I choose not to communicate with Symantec in any other way.   For whatever reason online chat with Symantec is comparable to asking a road sign for advice. In essence if you speak with someone from Symantec through an online chat (or even email) you'll get answers to problems that are unrelated to the stated problem as if they didn't bother to read what you've typed.  I've assumed this is because those helping you are not proficient in reading and writing in the English language. 

From my perspective it's simply easier to cancel payment through my credit card company and/or report Symantec to the Better Business Bureau. The bottom line is time.  There's no sense in attempting meaningful conversation with Symantec if it continues to go nowhere.

All things being fair, my recollection of Symantec’s online help spans six years, that is I've been a customer of theirs for this amount of time and therefore I am recalling previous experience with them.  If my memory is tainted it's for good reason, but giving Symantec the benefit of the doubt might bring one to consider that they've changed with respect to customer support.   I am skeptical though.

David

Kudos0

Re: Charged twice for subscription


silver_mica wrote:

A recent email communication has led me to believe that I will be refunded soon.  

<insert rant here>

From my perspective it's simply easier to cancel payment through my credit card company and/or report Symantec to the Better Business Bureau. The bottom line is time.  There's no sense in attempting meaningful conversation with Symantec if it continues to go nowhere.

<insert irrelavent commentary about Norton product loyalty and longevity here>

David


Pretty good response time with regards to your refund, isn't it? Please explain why you need to involve the 'Better Business Bureau' (whatever this is to the forum members on the other side of the planet) and to the rest of the forum members here?

Kudos1

Re: Charged twice for subscription

Your reaction reminds my of:

Do not bother me with the facts, my mind is made up.

and my children's:

I don't like it; I've never tried it.

For the benefit of those whose minds are open to the facts -- Customer Support for Subscription related matters is quite different to that for technical matters.

<< A recent email communication has led me to believe that I will be refunded soon.   >> 

Well fancy that!

Hugh
Kudos1

Re: Charged twice for subscription


silver_mica wrote:

A recent email communication has led me to believe that I will be refunded soon.  

Good that you now seem to have the resolution you were seeking.

From my perspective it's simply easier to cancel payment through my credit card company and/or report Symantec to the Better Business Bureau. The bottom line is time.  There's no sense in attempting meaningful conversation with Symantec if it continues to go nowhere.

Didn't you just indicate you were getting a refund?

All things being fair, my recollection of Symantec’s online help spans six years, that is I've been a customer of theirs for this amount of time and therefore I am recalling previous experience with them.  If my memory is tainted it's for good reason, but giving Symantec the benefit of the doubt might bring one to consider that they've changed with respect to customer support.   I am skeptical though.

So you aren't going to the Better Buiness Bureau? 

David


We look forward to the time when the Power of Love will replace the Love of Power. Then will our world know the blessings of peace. ~William Ewart Gladstone
Kudos2

Re: Charged twice for subscription

I'm exuberant over Symantec’s fast reply and refund.   It is possible that Symantec’s customer service has changed for the better.  I sure hope this is the case because from what I recall they were seriously horrible and that is a fact.  

It was years ago, but I believe I recorded a live chat with them and saved it somewhere.  It's a gas to read, it really is.  It made about as much sense as asking a road sign for help.   It was like some guy was reading off of a list of standard responses no matter what you said! 

Kudos1

Re: Charged twice for subscription

I'm glad you found it does work! Forgive my sardonic remarks please.

I don't think you are wrong in what you now say about support in the past, and not just for Symantec since I had a similar experience with HP OnLine Chat.

But since Symatnec started these forums back in April 2008 (!!!) not only has the technical support here been very good on the user to user basis especially since it is backed by Symantec Staffers (names in red) who are actually involved in coding and quality control at all levels. And there have certainly been events reported here relating to the technical side of "live" customer support that we know have been erroneous and rapidly put right by action from the Symantec Staffers some of whom who do read all the messages here.

Certainly user after user has reported that the Customer Support CHAT have not only fixed the problem quickly and coeurteously but generously since we only the other day have someone report that when the renewed their subscription online for a 3 PC version she got a 1 PC renewal. We pointed her to Online Chat and she came back and said they they had done it and added substantial time to her subscription for the inconvenience.

I don't know if they gave any comment on the double billing but it is something I read about all the time in the newspapers when customers complain about airlines, hotels and so on. I guess computers are not perfect .... or why would we be here?

Hugh

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