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Kudos1 Stats

Auto-Renew Complaint

As a loyal customer that has been using Norton products since 2003, I decided to use the Auto-Renewal feature on both of my two Norton 360 Subscriptions... that covers me for 10 devices for another year, and appears to be pretty much identical to Norton Security Premium. The biggest difference I see (before tax) is exactly $199.99! Norton charged me $129.99 for each subscription... A grand total of $259.98 for a ONE MORE YEAR of Norton 360! Tonight, I see on their website I can buy a one year subscription of Norton Security Premium (pretty much identical coverage to 360, -25 GB storage) for $59.99! If you look at my account, there is history back to 2010... I feel like my reward for being a loyal Norton customer is being grossly overcharged, and basically taken advantage of. Now, I'm not sure if I can trust their software. I am extremely disappointed, and I wonder how many other loyal Norton customers are grossly overcharged by the Auto-Renew option. 

Labels: Auto Renewal

Replies

Kudos0

Re: Auto-Renew Complaint

Hi CSF,

please contact Customer Support. The easiest and fastest way is the free Online Chat: www.norton.com/chat
They are able to give you a refund, and then you can buy a new set of
Norton Security Premium.

Please, let us know the results.

Windows 10 Hungarian, Norton Internet Security v22.9.0.71
Kudos0

Re: Auto-Renew Complaint

Hi PapauZ,

This is the result: I contacted Customer Support. The Chat function would not work, however it offered me an 800 # to call, with a case # [Removed]. I called it, and after approximately 20 minutes, I was told by the nice lady, that due to a technical difficulty with her system, she was unable to help me, so she gave me another 800# to call. I called the second 800 #, and after being on hold for nearly 15 minutes, I spoke with a nice man. The end result was a refund that I am supposed to be able to see on my account for $39.99 and $41.59... A total refund of $81.58 for both Norton 360 products respectively... And yet today, my Norton account does not reflect any refund. However, my account insultingly shows Norton Identity Protection as being free... Free? Maybe free for someone else, but obviously not for me! As a trusting, loyal customer, I am being taken advantage of, and penalized... Norton charged me a heavy premium for trusting them, and by using their Auto-Renewal System. Norton could have offered me a much better deal right up front, but they did not. Even if I get the refund that I don't see on my account, I still have been overcharged ($118.41). A two year subscription to Norton Security Premium is currently $119.99, it's good for 10 devices, and gives 25 GB of storage. My two Norton 360 one year subscription without taxes cost me $259.98... Can you understand why I feel basically cheated... My trust violated? Does that make sense to you? Does grossly overcharging, and risking loosing the trust of loyal customers make good business sense? No, it does not. Going forward, I personally would advise customers to disable the Auto-Renewal function on their Norton accounts to avoid being duped into paying excessively for Norton products. I am extremely disappointed in Norton right now, and its unfortunate because I have trusted their products since 2003. Security and trust are hand-in-hand... If Norton took care of you, like they have me... What would you do? Any more suggestions? Thank you for responding.

[Admin Edit: Removed case number]

Kudos0

Re: Auto-Renew Complaint

I would try again to contact support. A different agent can sometimes better understand what you are asking.

Specifically ask for a full refund of the renewal fees, and then you can purchase the new Norton Security Premium product from where ever you can find a good price. Only look at reputable retailers when shopping.

The account the rep was mentioning you would see a refund on would be your bank or credit card account. Monetary information would not show up in your Norton Account information online.

Things happen. Export/Backup your Identity Safe data.
Kudos1 Stats

Re: Auto-Renew Complaint

Peterweb,

I love your F-86 profile picture.Norton customers should use the Auto-Renewal feature at their own risk... I have clearly stated my points to, two different Norton account reps, whom were both very polite, but I have already wasted way too much of my time. They both had an opportunity to earn back my trust, and did not. Now I should undue my seven machines, tie up more money on my card, and waste more time loading a product from a company that I'm no longer sure I can trust? Sure, I could do what you suggest, but why should I have to? Norton should fix this, and reward customers, like you and I, for being loyal... Norton Should be depended upon to be honest and reliable, when given access to our credit accounts. instead of taking advantage of our trust. I can't possibly be the only customer on the planet that Norton has done business with in this way... A company that sells Security software and services should be able to be trusted. I do not believe this is going to be resolved in a satisfactory way for me, and I'm afraid I may not be the only customer with this unacceptable experience, from Norton. I get the feeling this is just a "buyer beware" situation, where customers like me need to be aware, that if they utilize the Auto-Renewal feature, it is only going to be convenient for Norton's bank account.. Not ours. I guess its just my bad for assuming Norton wouldn't treat a customer badly, like they  appear to have done with me. Since I've likely gotten all the help I'm going to get, and I'm not willing to waste any more of my time... I guess I will just finish my one year subscriptions, and at the end, find a more trustworthy company and product... But thank you for you feedback, and have a great day.

Accepted Solution
Kudos0

Re: Auto-Renew Complaint

If you search these forums, you will see many complaints about the pricing for renewals being more expensive than a new product purchase. They, and I, agree that it seems unfair for returning long term users to be charged these fees. The good news is that we are all free to disable the automatic renewal feature, and just shop around each year for the best price.

It is obviously up to you. But I would think that an additional $120 or so, even after your rebates given, would certainly be worth my time to get resolved.

As I suggested, a different rep may see things differently for you. Norton has a 60 day money back guarantee for any reason. You should be able to just ask for that and then buy the lower priced product.

                                                                                                                                                                                      

Aside.....

About the F-86 in my profile pic.

It is an aircraft that was restored for the 100th anniversary of flight in Canada. It is based in Gatineau Quebec, Canada. Canadian astronaut Chris Hadfield is one of the pilots that flies this aircraft for the museum. I have been up close and personal with that aircraft, along with all the other aircraft at the Vintage Wings Museum. 

http://www.vintagewings.ca/Aircraft/tabid/66/articleType/ArticleView/art...

http://www.hawkone.ca/

Things happen. Export/Backup your Identity Safe data.
Kudos1 Stats

Re: Auto-Renew Complaint

You are right, my friend. There are a lot of complaints. The Auto-Renewal is a feature that EVERYONE can benefit from... By disabling it! :) That is a start. Then I'm going to go look at that beautiful F-86... Canada has a rich, and wonderful history in aviation, and is a great country.Thank you for the information,and your time.

Kudos1 Stats

Re: Auto-Renew Complaint

Mike Potter is one of the founding members of Vintage Wings Museum and has invested very heavily in the acquisitions for the museum. He also flies almost all of the aircraft.  I'm so envious. I only got as far as Cessna 172s. 

I sort of compare Mike Potter with Jay Leno. Imagine Jay going to his garage and trying to choose what car he will drive that day. Imaging Mike Potter going to the airport and deciding 'Should I go up in the Spitfire or the Mustang today?'.  I wonder what the poor people are doing today.  

Things happen. Export/Backup your Identity Safe data.
Kudos0

Re: Auto-Renew Complaint

I'm with you... 172's are all I've experienced too. I can totally imagine what it would be like... That man is living my dream! Jay Leno is pretty cool too... but I'd rather be Mike Potter any day of the week!

Kudos1 Stats

Re: Auto-Renew Complaint

Don't forget the F4E ! 

Windows 10 X64 Creators Update
Kudos0

Re: Auto-Renew Complaint

Don't forget the F4E !  

Different era. Still awesome.

Things happen. Export/Backup your Identity Safe data.
Kudos0

Re: Auto-Renew Complaint

If it fly's... It is generally cool in my book. I love the Phantom, but I'd have to say my absolute favorite is the F-15. I'm really fond of the F-104 Star Fighter too. The F-86 has always been a favorite. I want to build  a small R/C version to play with... It is the perfect design for that. 

Kudos1 Stats

Re: Auto-Renew Complaint

Hello

The F-4E is both a plane and a guitar?? I think F-4E is going to have to explain this one to me.

Thanks.

Success always occurs in private and failure in full view. Windows 7 Pro 64 bit NS with BackUp 22.10.1.10 I E 11
Kudos0

Re: Auto-Renew Complaint

It appears Nortons has done nothing to fix the price gouging in the automatic renewal. I just got an email. My renewal for one Nortons 360 five device is over two hundred dollars. I contacted customer support. They offered renewal for $89. But I asked the question why am I being charged such a high price to begin with. The first answer was applicable tax, then it was that 360 was obsolete. Then it was market analysis and demand made it so. I had no idea that market analysis suggests that obsolete software is in great demand and commands a premium. Dig out those old PC's with Windows XP you could be sitting on a goldmine!

Jokes aside. I was told that they are doing this in order to get customers to use the new product. My email did not mention a new product just a renewal with a massive price hike for an obsolete product. The one good thing is that I had forgot to turn off automatic renewal and it has given me the heads up. I forgot last year and paid more that I should have. I guess that isn't too bad going as I have been a home customer for seventeen years and a coporate customer before that. To me it appears that brand loyalty is punished rather than rewarded. 

Time to research the alternatives.

Kudos0

Re: Auto-Renew Complaint

Users may enroll or cancel Automatic Renewal & remove payment info at anytime.
Update Norton account settings > https://support.norton.com/current/solutions/v52531049

Norton automatic renewal option does not equate to "best price" nor "loyalty discount". 
Shop around for best price from reputable vendor.


Norton products (including subscriptions and Automatic Renewals) may be refunded within 60 days of the purchase date.

https://support.norton.com/sp/en/us/home/current/solutions/kb20100512172507

Kudos0

Re: Auto-Renew Complaint

i was "conned" by Norton as well...stupidity for 3 years...bought a Norton360 4 years back think for around $40++? (cannot remember) but on Renewal (NOT AUTO) i am forced to renew at around $80..saving the hassle i decided to do it for 3 years until this month i found out that i can get a new Norton Security for $39...i will get a $12 - $15 from a local sellers that do reselling...i think it will work as well...feel cheated for 4 years..

Kudos0

Re: Auto-Renew Complaint

Hello

You are welcome to buy your Norton product at any legitimate store or website. Norton Security is cheaper than the old line of products. Norton Security is now available for download only.

Thanks.

Success always occurs in private and failure in full view. Windows 7 Pro 64 bit NS with BackUp 22.10.1.10 I E 11
Kudos0

Re: Auto-Renew Complaint

The responses that automatic renewal or products may be purchased elsewhere still don't explain why existing customers, some long term are being charged inflated prices for products that are considered obsolete. Nortons does not send out emails to inform customers of a new product being available prior to renewal. They are happy to let a customer automatically renew a product that is obsolete and therefore may not be the best protection and to make it worse increase the price of said product.

How is this fair to loyal customers? Explain how a representative would tell a customer that obsolete product price increases are due to market demand and market analysis? Is there a link or any published information regarding this analysis? The 'rep' couldn't tell me.

Customers place their faith in Symantec to provide a quality product that will protect their computer from threats. They trust that the company will look after them. So some information regarding this analysis would be great unless such analysis and demand was untrue in which case trust is compromised.

In all my years with Norton only once prior did I have a problem with customer service. This time around being fed information about analysis/demand and how this will help customers choose the newer version (that part I still don't understand) while sporadically during the chat being asked "shall I process your renewal" isn't good customer service. I was even told that I would have my current subscription extended by 180 days. That hasn't happened. Sad that customers are being treated like this.

Kudos0

Re: Auto-Renew Complaint

Poirot:  The responses that automatic renewal or products may be purchased elsewhere still don't explain why existing customers, some long term are being charged inflated prices for products that are considered obsolete.

Um, which product is considered obsolete?
Norton offerings are essentially the same engines under the hood other than number of seats & w/wo backup & w/wo firewall.

Norton automatic renewal option does not equate to "best price" nor "loyalty discount". 
Shop around for best price from reputable vendor. 


Norton products (including subscriptions and Automatic Renewals) may be refunded within 60 days of the purchase date.

https://support.norton.com/sp/en/us/home/current/solutions/kb20100512172507

Kudos0

Re: Auto-Renew Complaint

for customers like me non Americans its so helpless and hassle and time wasting just to get thing sorted out, so Norton Company will bank on over sea customers in the hundreds of millions Non US countries to just DEFAULT to Auto Renew or even if Non Auto when one renews the Price will be at least 20 to 50% higher than your First Sub Price...because they are playing on your FEAR of a virus attack and convenience of the "Renew" button and the LOW probability that we will contact Norton Customers service and waiting for reply...

Kudos0

Re: Auto-Renew Complaint

If you want loyalty discount.  Trial Emsisoft. 

Free Trial: It’s important to us as a company that you can familiarize yourself with our products and service before making a purchase. If you are new to Emsisoft, you can test our products for 30 days at no cost and without any obligations. If you choose to purchase our software, we also offer a 30-day money-back guarantee, should you not be completely satisfied.

Loyalty Bonus: License renewals after your first year cost 25% less than buying completely new software, and with each additional year that you remain loyal to us, we reduce renewal costs by 5% – up to 60% discount!

Kudos0

Re: Auto-Renew Complaint

Hi bjm. I quote Nortons customer service officer in relation to Norton 360.

" I would like to inform you that the product that you have is an older version, a legacy product. However, the product on the website is a different and new product"  " The older products have been discontinued from our online stores ".

Definition of legacy. "Denoting or relating to software or hardware that has been superseded'.

Definition of obsolete. No longer used or produced, out of date.

So by definition Norton 360 is obsolete going by the information supplied by the customer service officer. Which goes back to my original question of why would a reputable company raise the price of a product it no longer sells and on top of that why not make customers aware that a newer product is available. As far as reputable vendors wouldn't one expect Symantec to be a reputable vendor? I have put my faith in Nortons protection  since the mid nineties as a corporate and since 2000 as a home customer. I use 360 on five devices and mobile on five devices as well as Norton Apps Lock. I would consider that brand loyalty. So you can see why I am taken aback by a price increase of around $100 Australian dollars for a product no longer beig sold. It seems as others within these forums have mentioned that they rely on people auto renewing, a default setting on download, without checking that the are getting value for money which one would expect from a company they trust.

I would like to see Symantec do something positive like inform subscribers that a product is being discontinued so that they may choose the newer improved product when the time comes. Before it gets mentioned I am aware that when there are updates to an existing product those updates are applied.

Kudos0

Re: Auto-Renew Complaint

Poirot:

Hi bjm. I quote Nortons customer service officer in relation to Norton 360.

" I would like to inform you that the product that you have is an older version, a legacy product. However, the product on the website is a different and new product"  " The older products have been discontinued from our online stores ".

Definition of legacy. "Denoting or relating to software or hardware that has been superseded'.

Definition of obsolete. No longer used or produced, out of date.

I hear you and completely agree with you.  I've always felt and expressed that the release of v22.x was handled wrong.   I've always felt and expressed that v22.x should have been a free upgrade from day one.    Now, that we're beyond Norton attempts to simply offering to the point where offerings are complicated.   If you feel to stay with Norton.  Then, as Norton has been saying from the release of v22.x.  Run out your current subscription and transition to new Norton offering upon next cycle.  Norton has been saying this since Sept 2014.   Norton Community has consistently suggested users shop-around for best price from reputable vendors.   Please subscribe to Product Update Announcements <here>.
Please note that v22.x enhancements were rolled into "legacy".
Norton has consistently advised users run the latest current Norton offering. 
I'm in no way defending Norton nor Automatic Renewal.  
I disagree with Norton marketing.   Just me.  Just saying. 
Users may submit their concerns thru Norton Feedback &or Product Suggestions.
Users may always Chat with Official Norton Support for product support &or information.
Regards w Respect