10-10-2011 06:50 PM
as a long time user of Norton products I'd like an opportunity to voice my disappointment here at the response I have had from Norton on a payment issue. I recently purchased a smart phone Samsung Galaxy S II and decided to purchase NIS for Android via the android market place. Upon placing my order the first attempt timed out and I was given an unsuccessful attempt message, so I clicked purchase again, second attempt worked. I then found not one but TWO invoices for this app and my bank verified that this was the case. I contacted the market place and was informed that I needed to deal with the software people directly. After more than an hour on the computer and two reps using the chat box, I was informed that the only thing I can do is to submit a very complicated form by writing to Symantec in Australia and then wait for up to six weeks for a possible return.
Both reps agreed there was a problem that was not my fault, and for a company this large to take my money for six weeks and make me pay more money with stationary and stamps is unbelievable.
Just thought I'd air my disappointment at this entire process and makes me really want to leave Symantec and all its products I have running on not only mine but my families systems.
10-11-2011 12:19 AM
Very sorry to hear about your problems and am inclined to agree with you.
I am not surprised that you were told to deal with the issue through Norton (even though it appears to have been a Market issue) but very surprised to hear that Norton Chat staff could not sort it more quickly. Had I heard of your troubles without the bit about contacting Norton I would have advised going to the Chat link and forecast a speedy and satisfactory outcome.
Looks like Norton are having teething problems in selling things via the Android Market. Lets hope they sort them out soon and that your refund is faster arriving than the six weeks you have been warned about.
You may like to let us know when the refund does appear.
10-11-2011 09:19 AM
For the Android Market in app purchasing we make use of the API's that Google provides. We have been in discussion with Google about this issue, but unfortunately we have not been provided very much information. If you would like, could you send me a private message with both Google order numbers? If the order was cancelled, there should not be a charge for that order. It's possible that there might have been a problem between Google's system and your banks.
10-11-2011 10:25 AM
Andmike is right--the response you got from the Chat folks is highly atypical. If Erik hadn't engaged, I'd have suggested you simply go back to Chat and see if the different rep you'd get would provide the level of service we're accustomed to seeing from them.
Now that Erik is on this, though, he can likely get this straightened out for you in no time--so I'd strongly encourage you to send him that PM (Personal Message).
10-11-2011 05:11 PM
I'm getting somewhere I think, looks like google accounts cancelled I'm just waiting for confirmation from my bank re cancellation, I'll report back when its finished
10-11-2011 05:16 PM
If this is the cancelled issue then this is likely related to a problem with the Android Market In App purchasing API that we've been in conversation with Google about. Will wait for your clarification.
02-24-2012 12:28 AM
02-24-2012 01:38 AM
Have you tried to contact Norton Support Live Chat for free as they should be
able to refund the purchase from the Android Market for the Norton Mobile
Security upgrade which did not complete.
Click on this link for Norton Support-
Follow the steps and select Live Chat.
Make sure you have the Google receipt or receipts for the purchase of NMS
upgrade as you will need them for proof of purchase for Norton Support staff.
They might even supply a alternate way for you to get NMS full version.:-)
Otherwise if you still would like to get the full version of NMS there is always the
Norton Online Store if you are in Au-
Otherwise you could check the Norton Online Store for your region.
Or you could try a retail store or computer store or electrical outlet
for the retail version of NMS.
But the issue may just be a temporary Google issue with the Market
and might just fix it's self.
Let us know how you go.