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Regular Visitor
Shizuka
Posts: 9
Registered: ‎07-28-2011

Renewal Problem?

My Norton AntiVirus has only 28 days left, and we got it with our Hp Pavilion Laptop from Best Buy, and the product key came with us when we got it. So yesterday, I tried to renew Norton; I clicked renew,typed in the product key, pressed express renewal, and it took me to BestBuy.com with a page for me to renew Norton. I did, and then it said thank you for your purchase and I exited out, but Norton still says it has 28 days remaining. I'm very worried cuz I dont want Norton to go out, and my dad is really upset that I did this. I even went to Support - Sub. Status and it stills says I have 28 days left. What do I do? Please help?!

floplot
Posts: 10,576
Topics: 215
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Registered: ‎04-11-2009

Re: Renewal Problem?

Hello Shizuka

 

Welcome to the Norton Community Forum

 

Since your NAV came directly from Best Buy with a special key, I would suggest you call them to find out how you renew the product. I don't know if you wil just have to purchase a regular NAV 2011 now or if they have a special arrangement for renewals.

 



•Simple, 24-hour customer support: Call 1-888-BEST BUY (1-888-237-8289) with any questions. Ask for the Subscription Software Team.

 

If you have to get a regular NAV or NIS, please also ask them if you need a special removal tool to remove their version before installing the regular Norton product. If you have purchased a renewal thru Best Buy, I would think that they would email you a new subscription key. Check your spam detector and see if you can find the new key. If you find one, then I would suggest that you wait till a day or 2 before your current sub ends, otherwise you will lose the remaining days.

 

Please come back and let us know how you made out. Thanks.

Success always occurs in private and failure in full view.




Regular Visitor
Shizuka
Posts: 9
Registered: ‎07-28-2011

Re: Renewal Problem?

I called the number, and they said that as soon as my days run out automatically it would renew and the year would be added on immediatley after it runs out. Is this correct? Does this happen?

floplot
Posts: 10,576
Topics: 215
Kudos: 2,051
Solutions: 365
Registered: ‎04-11-2009

Re: Renewal Problem?

Hello Shizuka

 

I don't know how Best Buy handles their renewals. I know with the regular Norton products, we recommend if you have purchased a new boxed package of the product which contains a new key, then we tell the users to enter the new key a day or 2 before the end of the subscription so that they don't lose any time and they have continued protection. Usually once the subscription runs out, the protection stops. We don't have too many people who come here with their products bought thru best buy and they renew thru best buy. If the product is bought thru the Symantec estore, then the time is added on when the purchase is made.

Success always occurs in private and failure in full view.




huwyngr
Posts: 21,628
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Registered: ‎04-13-2008

Re: Renewal Problem?

Shizuka,

 

I do believe from some messages I've seen in the past that Norton do have special arrangements with other companies to supply a Norton product linked to that company -- I came across it with a Norton 360 or NIS, I don't remember now, that was linked to Office Depot so they  may have a similar link with Best Buy.

 

I've had a look at their website and they do have a deal where they handle the renewal and the terms of it say:

 

http://www.bestbuy.com/site/Software-Games/Subscription+Software/pcmcat165100050002.c?id=pcmcat16510... 

 

Renewal and Cancellation. If you have signed up for automatic renewal your subscription will renew automatically, unless we terminate it or you notify us by telephone, (1-888-BESTBUY, and ask for the Subscription Software Team) of your decision to terminate your subscription. For annual subscriptions, we will notify you of the pending renewal of your subscription at least 30 days prior to the date your subscription renews, except as otherwise required by law. You must cancel your subscription before it renews in order to avoid billing of subscription fees for the renewal term to your credit card. You may cancel this Agreement and your subscription within the first thirty days following purchase and receive a refund of fees paid (less any installation charges). Following the initial thirty days after installation, you may cancel at any time and receive a refund for any unused full month periods. It may take up to 20 business days for your cancellation request to be processed.

 

I'd check your credit card, if that's how you paid, and make sure it is shown and then watch carefully to see that it does not expire since if it does it stops working completely and you will be unprotected.

 

As a matter of interest how much did they charge you for the 1 year reneweal, if you don't mind saying ......



Hugh
Regular Visitor
Shizuka
Posts: 9
Registered: ‎07-28-2011

Re: Renewal Problem?

the lady I talked to said our credit card would be charged as soon as the days expired, and renew automatically. I think it was 42.35

huwyngr
Posts: 21,628
Topics: 1,034
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Registered: ‎04-13-2008

Re: Renewal Problem?

Thanks -- that's US $ or £ ? <s>

 

Just watch carefully as the time comes near.

 

Write down the date and time, name of the person you spoke to and the phone number if you still remember all that.



Hugh
Regular Visitor
Shizuka
Posts: 9
Registered: ‎07-28-2011

Re: Renewal Problem?

No, I don't remember any of that, except the number which someone one here told me to use to connect to the Subscription Software team. But the days are getting closer, and I have 23 days remaining, and I'm getting nervous. I know I'll be unprotected if my Norton goes away, but if I try to renew and it's gone, will I get a virus if I just go on Facebook and Youtube and Yahoo? Cuz I'm really worried, and my dad will be upset if we have to pay for it again.

huwyngr
Posts: 21,628
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Registered: ‎04-13-2008

Re: Renewal Problem?

Shizuka,

 

If your dad has to pay again, I'm afraid that's between you and Best Buy but in my experience they are not only reputable but also do have good customer service.

 

I would not recommend you to go anywhere if the protection does cease.

 

If you have Best Buy stores near you I suggest that on the day before it is due to expire you take your laptop into Customer Support Desk, tell them the history including showing them the receipt for what you paid them and say that you want the renewal to show up NOW or you will leave the laptop until the next day and come back for it with the renewal showing! Ask for the Store manager if necessary -- be calm, polite and firm! If you paid by credit card you can always enter a dispute with them and they'll credit the money back to the card while sorting it out.

 

If this is not possible, then log on here (IS there any other computer in your immediate family or a friend with a laptop?) and we can help you install a trial version of Norton which should give you about 14 days to sort things out.

 

Let's hope it does not come to that.



Hugh
Regular Visitor
Shizuka
Posts: 9
Registered: ‎07-28-2011

Re: Renewal Problem?

I hope it doesn't either, but then my parents are very busy and I don't know where I'd fine the time to go to Best Buy, though we do have one near us. Also, when I renewed it didn't ask for an email so it could email me a receipt or confirmation email. Is this a problem do you think?