Droid Razr Maxx-ICS upgrade "Lost" Subscription

Wattride · ‎07-10-2012

I bought the full version in early June. After upgrading Droid to ICS on June 30 all apps were fine except for Norton Mobile Security which reverted to the free version. Reported this on Google Play. Norton contacted after 4 days saying that this happened because of upgrade and requested I confirm that I have a Norton Community Account (had this for many, many years), so I confirmed that and they requested the IMEI and MAC address for phone. Sent all of that on Friday July 6. Heard nothing back. Sent it again. Nothing. Now today, Tuesday get contacted again asking me to supply same info since they apparently have not been getting my responses. I am replying to the address: Norton_Mobile_Support@support01.norton.com to a support person named Arpan Dutta...but they are not getting my replies...

What kind of support of this? I just want to have what I paid for OR get my money back at this point. I am a loyal user of many Norton products. I have never been so disappointed in the lack of service!

Bill

Andmike · ‎03-23-2011

Hello Wattride.

Welcome to the Community.

Sorry to hear of your experience. Not least because I also have a Razr Maxx, though I am still waiting for the ICS upgrade!

You have done the right thing by coming here, I'm sure Norton staff (they are the ones with their user names in bold red type) will pick up on it and get things sorted. Don't be too hard on them they do appear to have been trying to help, though it is puzzling as to why your replies are not getting through. To be honest I find the email address you give a bit odd but the Norton Staff here will know the correct one and you will know that they are definitely from Norton/Symantec.

My fingers are crossed for you. Please do keep us informed as to how things work out.

Wattride · ‎07-10-2012

Finally contacted Norton via chat. They had me uninstall the lite version. Download the app from Norton. Sent an email with a new product key and got back the full version. Now why did that take 10 days?

erik_carlstrom · ‎04-10-2008

Unfortunately the support configuration in Google Play is set up more for smaller developers. For example, someone in Japan, Germany, Brazil, etc can only be presented the same email address. Due to our global operations we have an email form that has to be filled out, but Google does not allow us to point anyone this direction. Chat is by far the best method of contacting support. The agent who initially responded should have given that as an option to you. If not, please send me any case number you may have been given by our support agents (please send via private message) and I can ensure that the agent is properly educated.

Erik
Product Manager
Symantec Corporation

mjm19386 · ‎07-08-2012

I have the same issue and no help through google play emails. I just purchased norton mobile in May. How do I get it reinstalled. thanks

Andmike · ‎03-23-2011

Hi mjn19386.

Welcome to the Community.

The above messages indicate that the best thing to do is probably, to contact Norton through "Chat" which you can get to through this link. Once you have clicked on the link scroll down the page it takes you to, until you see the "Chat Now" button, click on that and follow it through.

It is a free internet based system that allows you to have a realtime exchange with Norton staff. Most people find it reasonably quick and quite effective. You may like to keep a note of the case number you will be given just in case there are any problems.

Do keep us informed of how you get on.

Good luck.

mjm19386 · ‎07-08-2012

I used the link above and all is well with my subscription. They were very helpful. To bad the emails through Google Play did not help but this site did. Thank you!