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Kudos0

Can't return my Norton Core

I have been having an issue where the Norton Core stops accessing the internet and I have to restart the Core to reestablish connection.  I contacted support and they said it wasn't setup correctly and that I had to reset it.  I did the reset and it didn't help.  I contacted support again and they said a firmware upgrade would be released within two day to fix the issue.  So, I waited the two day and it didn't fix the problem.  I contact support and said that I wanted to exchange the product, but they said they would prefer to escalate it to a tech and they will contact me the following day.  I waited over 24 hours and no one called me.  Again, I re-contacted support and I said that I wanted to return the product since I'm stuck with a defective product that no one seems to be able to fix.  The rep said she could not return the product because my credit card had not been charged yet, but when I told her that I was in fact charged a week prior she transferred me to her manager.  When I spoke to her manager he told me that the system was down and they he'd call me when it was back up.  I waited until the next day and no one called me.  I called again, and that person said they needed to speak with someone that deals with returns and he'd get back to me.  Well, he hasn't yet.  This lack of support is getting very frustrating, and not I have to find another way of getting Norton to return the product because support doesn't want to honor Norton's return policy.

Replies

Kudos0

Re: Can't return my Norton Core

Good luck, I been waiting for someone to call me 1 week ago, and when I called yesterday to check when they are calling me back the manager told me in 4 Hour level 2 will call me  and its already been 24 Hours.... bad support.

Kudos0

Re: Can't return my Norton Core

I had the same run-around from them.. and recently, when I've tried to call them - the phone line simply cuts out....Thats one way to avoid getting customer service to work.  I'm still waiting to get my RMA # so that I can return this "thing".   Maybe I'll try going thru my credit card company to see if they can make this happen...

Kudos0

Re: Can't return my Norton Core

The lack of support seems to be by design.  They seem to be going out of their way to not provide any information or assistance and I guess just hope everyone will forget.  They have a huge personnel problem and need to have a company come in and train or dismiss these people, starting at the top.

Kudos1 Stats

Re: Can't return my Norton Core

All: I have flagged the thread for a Symantec employee direct intervention.

Cheers

Retired military (Navy 1980-2002) AO1 (AW) Aviation Warfare Specialist "From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Professional x 64 version 1809 / build 17763.379 / NCSP 22.17.0.183 / Norton Core v.278 on Android 1.93
Kudos0

Re: Can't return my Norton Core

I ordered the Core in May and just received it a couple weeks ago.  Will be returning it after I spent 3 hours with tech assist last Saturday trying to get it to connect.  They've refunded my credit card but I need to know where to ship it back to Norton.  I thought they were going to email me a return shipping label or instructions.  Does anybody know what address to return product or the process?  

Kudos0

Re: Can't return my Norton Core

cescoto  Support SHOULD have given you an RMA number at the time they provided your refund. I would give support chat a shout and have them get that done for you.

http://norton.com/chat

Cheers

Retired military (Navy 1980-2002) AO1 (AW) Aviation Warfare Specialist "From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Professional x 64 version 1809 / build 17763.379 / NCSP 22.17.0.183 / Norton Core v.278 on Android 1.93
Kudos0

Re: Can't return my Norton Core

I've tried that but all the chat option does when I try to start one is it takes me back to the main contact support screen.

Kudos0

Re: Can't return my Norton Core

I have this link for you all however it is "English Only".

 https://support.norton.com/sp/en/us/norton-core-security/current/product-return-form

Cheers

Retired military (Navy 1980-2002) AO1 (AW) Aviation Warfare Specialist "From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Professional x 64 version 1809 / build 17763.379 / NCSP 22.17.0.183 / Norton Core v.278 on Android 1.93
Kudos0

Re: Can't return my Norton Core

The issues people are having with returns is part of the reason I canceled my Core pre-order yesterday (the other part is missing functionality I need to make it work for my use).  

When I mentioned it up to the first representative, he assured me Norton is taking returns and that the people mentioning this issue on the Norton boards were incorrect.  I then asked to speak with a supervisor.  She was very polite and professional--admitting there were issues with the RMA system but are all now corrected.

In short--for anyone waiting, I suggest you try calling in again.  And keep at it--I experienced some of the call disconnects as well.

Kudos2 Stats

Re: Can't return my Norton Core

One of the Symantec employees gave me this link and asked that I post it here for you all. It appears they are one in the same as the previous link I provided. Never the less.

https://support.norton.com/sp/en/us/home/current/solutions/kb20100111150039EN_EndUserProfile_en_us#v122988657

Cheers

Retired military (Navy 1980-2002) AO1 (AW) Aviation Warfare Specialist "From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Professional x 64 version 1809 / build 17763.379 / NCSP 22.17.0.183 / Norton Core v.278 on Android 1.93
Kudos0

Re: Can't return my Norton Core

I have been waiting for weeks now to return this piece of crap. I called them on the Aug 12 and was told they could not printout RMA yet. What a joke this Core Router has turned out to be. It cannot due simple things like setting static IPs or the IP range. If they would have told the truth about the Core I would have never pre-ordered it. 

Kudos0

Re: Can't return my Norton Core

Charlie64 The link has been provided to initiate the return process in my last post. That is the only recourse I can offer you all due to the fact I am NOT an Symantec employee. Therefore I do not have access to their resources. Many apologies for the inconvenience you have endured. Hopefully the return process will not be stressful. Have a grand day today!!

Cheers

Retired military (Navy 1980-2002) AO1 (AW) Aviation Warfare Specialist "From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Professional x 64 version 1809 / build 17763.379 / NCSP 22.17.0.183 / Norton Core v.278 on Android 1.93
Kudos0

Re: Can't return my Norton Core

SoulAsylum:

One of the Symantec employees Dave_Colman gave me this link and asked that I post it here for you all. It appears they are one in the same as the previous link I provided. Never the less.

https://support.norton.com/sp/en/us/home/current/solutions/kb20100111150039EN_EndUserProfile_en_us#v122988657

Cheers

So, does this mean we have a total of 60-days from initially receiving the Core in order to evaluate its usability, discover its shortcomings, be told by various Norton Reps that our discovered shortcomings (or more precisely, the shortcomings that we manage to discover within some allotted time constraint,) may (or may not) be addressed/corrected/otherwise-remediated at some (yet to be divined) future point in time, and ultimately then and only then, be allowed to submit an official Product Return Request form for (what actually has turned out to be) an unusable (Core) Norton/Symantec device?

Kudos1 Stats

Re: Can't return my Norton Core

Might I remind everyone this a weekend and not a lot of people are available to be on the forums. Whatever the support link states is the policy as it is written by Symantec. Again, I donate my time here helping you all, I am NOT a Symantec employee and have zero input with Norton/Symantec policies.

avjohnnie I understand your frustration, trust me I do. And am only doing my best to give you the most accurate information to help you through the return process. I have done so. You having been around the forums quite some time should see that. I see nothing stating in the return policy stating a 60 day wait. If you purchased from the norton website, the first link below directs you to chat support. Complaints should be directed to Norton Core Support. They can assist you. Thanks.

https://support.norton.com/sp/en/us/home/current/solutions/kb20100512164002EN_EndUserProfile_en_us

https://support.norton.com/sp/en/us/norton-core-security/current/info

Retired military (Navy 1980-2002) AO1 (AW) Aviation Warfare Specialist "From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Professional x 64 version 1809 / build 17763.379 / NCSP 22.17.0.183 / Norton Core v.278 on Android 1.93
Kudos1 Stats

Re: Can't return my Norton Core

Thanks SoulAsylum,

Please believe me when I say "no offense was intended" and I most certainly appreciate the help you are providing. At no time did I intend any insinuation of there being some kind of shortfall in your attempt to provide us assistance. The very fact that you have provided us appropriate starting points for working toward an acceptable RMA is in my view highly commendable, and I thank you very kindly for relaying to us that information.

FWIW, my unfortunate earlier "60-day" reference was derived from the first couple of bullet items under the linked landing site's section titled "Determine return eligibility". I very much realize this may or may not apply equally to the Core device, since specific jargon regarding time-limits for allowable returns are omitted from the Core section of the linked landing site.

But my concern at this point is that (I perceive) a clock is indeed ticking - one that will dictate a successful RMA and eventual reimbursement - or if the clock runs out, then assuredly it'll go otherwise. This concern is further (for me being) frustrated by (what I also perceive to be) rather lackadaisical, non-committal, Norton Emp responses, to what I feel are highly important questions regarding (perceived) oversights in the Core device's execution/implementation.

Anyway, enough of that for now...

Thanks for the additional links.

Cheers!

John

Kudos0

Re: Can't return my Norton Core

NP and you are all most welcome. I'm ALWAYS glad to assist. I assure you someone from Symantec will visit this thread tomorrow when they return to work. They are as concerned as all of you, rest assured you will have your returns/issues handled in as expeditious and professional ways possible. Everyone please have a grand evening. I WILL follow the thread tomorrow.

Cheers

Retired military (Navy 1980-2002) AO1 (AW) Aviation Warfare Specialist "From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Professional x 64 version 1809 / build 17763.379 / NCSP 22.17.0.183 / Norton Core v.278 on Android 1.93
Kudos0

Re: Can't return my Norton Core

John

Norton return policies

https://support.norton.com/sp/en/us/home/current/solutions/kb20100113164...

Scroll down to the Core section and you will see it is 30 days.

Things happen. Export/Backup your Norton Password Manager data.
Kudos0

Re: Can't return my Norton Core

That is if they will acknowledge you. I talked to thier customer service twice and have been told the same thing both times that they cannot print returns for the Core yet. This does not seem right. They built according to them a " cutting edge, high-end " router that lacks basic funtions. I have yet to hear anything from one of their employees on returning this item. Which screams we screwed up releasing something that was not ready yet. I am not mad at anyone but myself for being suckered into this mess. Norton has lost me as a customer for life by their lack of support
Kudos0

Re: Can't return my Norton Core

peterweb:

John

Norton return policies

https://support.norton.com/sp/en/us/home/current/solutions/kb20100113164...

Scroll down to the Core section and you will see it is 30 days.

Thanks Peter,

Since we're talking HW (a first for Norton) I kind of thought that the "proverbial" clock might be ticking faster than it otherwise might be...

I think this revelation just drives my point (re: unresponsiveness) even harder. FWIW, I was initially willing to hold out (do wait and see) on the various pending "We might decide to fix it" items, but I think the door is closing far too fast to wait - So I think that today I'll begin the RMA process.  And then, if these "stickler items" are ever given remediation, re-order a corrected Core - better that than having bought an expensive "pig in a poke", IMHO! 

Thanks again for saving me the time of having to ferret-out the precise info...

Cheers!

John

Kudos0

Re: Can't return my Norton Core

Talk about miracles - I filled out the return form and got my paperwork ready to put it in an envelope to send off to Norton... then.... I just got an email from the "Norton Store" --- with an RMA # and a shipping label  - ie an approved return!   I'm thinking they finally got thru their support calls asking for RMA's.... 

Kudos0

Re: Can't return my Norton Core

Retired military (Navy 1980-2002) AO1 (AW) Aviation Warfare Specialist "From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Professional x 64 version 1809 / build 17763.379 / NCSP 22.17.0.183 / Norton Core v.278 on Android 1.93
Kudos2 Stats

Re: Can't return my Norton Core

Hi folks, there are a few people on this thread who have complained about the return process, and for that I'm very sorry. Here's what I recommend for anyone returning their Norton Core device:

  1. start with the normal return process. Contact Customer Support and let them know that you would like to return the device: https://support.norton.com/sp/en/us/home/current/solutions/kb20100111150...
  2. If you have trouble returning your device through the normal channels, please email me (address on my profile) and I'll escalate your issue with our team

@SGK, @ED7779, and @ssm40 should be receiving contact from our team shortly. For any others, please see the above. Thanks.

Tony Weiss | Norton Forums Global Community Manager | Symantec Corporation
Kudos0

Re: Can't return my Norton Core

Thank you Tony_Weiss

Retired military (Navy 1980-2002) AO1 (AW) Aviation Warfare Specialist "From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Professional x 64 version 1809 / build 17763.379 / NCSP 22.17.0.183 / Norton Core v.278 on Android 1.93
Kudos0

Re: Can't return my Norton Core

New FYI on this subject matter...

When I contacted Norton chat regarding returning the Core, I was quickly redirected to a new webpage stating that I must call a special phone number (provided on the webpage) in order to accomplish the RMA process - okay, so far, so good!

I called the number and soon was connected to a knowledgeable CSR who asked me numerous questions about the Core, replete with the CSR frequently agreeing and apologizing about the Core's current limitations (particularly the inability to define IP reservations based on MACs,) and ended up being very quick to initiate the RMA process, telling me that an email had already been sent with instructions and a link to print out a UPS return drop label - again, so far, so good!

The same CSR then told me (during the same support call) that I should expect a prompt refund in the form of a check within about 6 days or so of the Core's return and successful condition verification (at Norton product receiving) - that was on 8/21/17 - all good, so far!!

There was even a followup call from Norton Support a couple of days later just to verify that I had been successful in returning the Core (via UPS), which I took as being just an extra "nice touch" - so far almost too good!

Yup...

So today (9/1/17) I received an email from the Symantec Norton Store with the following subject line:
"Norton Store - Refund Failure For Order # NPxxxxxxxxxx".

The message it contained is exactly as follows (including grammatical anomalies):  

Hi John xxxxxxxxxxx,
This is to inform you that your refund request could not be processed. The refund in the amount of $ 195.74 has been has not yet been applied to your PayPal account.
In order to complete your refund, please contact Norton Support at +1 855 966 7866 to assist you in processing the refund.
If you have any questions about your purchase, please visit Norton Support.

— Your Norton Team

Order Number: NPxxxxxxxxxx
Name: John xxxxxxxxxxx
Order Date: March 6, 2017
Status : Refund Failed
Order Details
Norton™ Core | Granite Gray

Includes 1 year protection for unlimited IoT & personal devices
Qty: 1
$ 179.99
Shipping: $ 0.00
SubTotal: $ 179.99
Tax: $ 15.75
Total: $ 195.74

- okay, so now not so good...

So I called the number as directed in the email and was: 1) given a new case number, being told that the original RMA request case number no longer would apply to my RMA case, and: 2) was then told that a check to cover the refund would be mailed (USPS, I presume) in 6 to 8 weeks...

So much for that prompt 6 days thing the original CSR had promised...

I don't know about others here but for me this permanently revokes and very-negatively concludes any previous trust regarding pre-order items from Norton that I may have at one time possessed - and this also will certainly be the very last time that I trust purchasing anything from the Norton Online Store...

Cheers!

Kudos0

Re: Can't return my Norton Core

John

Not a great story. But I was a little surprised when you quoted the agent saying 6 days for the refund cheque.  A quote from the Core RMA FAQ here...

STEP 4 Once the box with the router and cables is received we will send a check to the address provided in the form below. Please allow 6 weeks for processing.

Maybe the script the rep was quoting had an error in saying 6 days instead of the 6 weeks.

Things happen. Export/Backup your Norton Password Manager data.
Kudos0

Re: Can't return my Norton Core

Hi Peter,

Yes - I am aware and was already aware of the time estimate cited in the RMA FAQ (having carefully reviewed the FAQ) prior to making my first/initial RMA request contact. I called it to the attention of the today's CSR, by inquiring as to why the discrepancies between the FAQ, what I had been told by the first RMA processing CSR, and today's CSR? I was then told that the 1st CSR had been correct in citing the prompt crediting, but that it applied only so long as the electronic credit back to my PayPal account had worked. However since it did not, then payment by check was the only viable option remaining for me - so a 6 to 8 week process after all ... Either that or allow Norton to keep both the original PayPal payment and the returned Core. So - no option other than to accede and capitulate. 

However, after today's displeasing Norton conversation, I opted to contact PayPal customer service who informed me that no such crediting attempt had been made, and that had it actually been tried (successfully or unsuccessfully), that I would have been informed (as is customary) by the automated PayPal notification/emailing system.

So there you have it...

Cheers!

Kudos0

Re: Can't return my Norton Core

I was then told that the 1st CSR had been correct in citing the prompt crediting, but that it applied only so long as the electronic credit back to my PayPal account had worked.

Interesting addition to the return process. Thanks for letting us know. Too bad it did not work.

Things happen. Export/Backup your Norton Password Manager data.
Kudos0

Re: Can't return my Norton Core

I made the decision to return my Norton Core router yesterday (09/02/2017) because, despite Norton tech support interactions, it would not maintain internet connectivity.  I wish I had read this thread before taking the plunge.  I have been a subscriber to Norton Security for nearly twenty years.  I won't be turned away from Norton because of this one bad experience, but I'm very disappointed.  The Norton Core router is obviously not yet ready for prime time.  I downloaded and printed the return form, completed the form and mailed it with the required attachments.  I then received yet another call from Norton tech support asking if my problems had been resolved.  I told the agent that the problem still persisted and that I had completed the return form and mailed it.  He told me that he could/would e-mail me the necessary return label to speed-up the process.  I've not yet received his e-mail, but it is a long holiday weekend.

Kudos0

Re: Can't return my Norton Core

I called yesterday and asked for an RMA and was told "at some point" I would receive a return call. Since it is a holiday weekend, I really am not expecting anything until tomorrow, but my time to return the Core is running out... In another post, this link https://support.norton.com/sp/en/us/norton-core-security/current/product... was provided, so now I am confused. Do I complete the return form and mail it (as suggested on that page) and then get a return label with an RMA or do I get an RMA first?
Kudos0

Re: Can't return my Norton Core

I was reading your thread because of a link in one of the answers in my thread, Missing IPv6 support. My suggestion is to complete the form and mail it with purchase proofs to the Norton address on the form. If you're worried about time to return expiring, you might use a faster mail speed, Next Day or Express mail. Be sure to include valid return reasons and proofs of purchase with the form. I don't recommend much phone conversation as this can be frustrating and confusing (no offense to the Norton phone staff). As to the email mentioned above about the refund failure, I received a similar email after I had already received the refund. The process was fast because I had preordered directly from Norton with a credit card. I'm still a happy Norton customer despite the Core experience. I was returned to my previous level of Norton protection without issue. Good luck.

Kudos0

Re: Can't return my Norton Core

I have  made two calls to return my Norton Core and each time I was promised an email with a link to print a shipping label.

Each time the links to the shipping label failed to work.

 I called again and was told to "try the links in 48 more more hours"

It is now at the 72 hour mark. Nothing working.

I want to return this and it is advertised as returnable. If they can not process a return - I sure do not want them handling my security.

Really disappointed in Symantec/Norton.

Kudos0

Re: Can't return my Norton Core

If you have not tried this already, try using a different browser with the email's shipping link.  I generally use Firefox, but on occasion I have had to switch to IE to get access to a site.  Hope this is of some help.

Kudos0

Re: Can't return my Norton Core

thank you for trying to help.

I tried two other browsers, IE and Firefox but nothing.

Links go no where. Amazing. 

Kudos0

Re: Can't return my Norton Core

Retired military (Navy 1980-2002) AO1 (AW) Aviation Warfare Specialist "From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Professional x 64 version 1809 / build 17763.379 / NCSP 22.17.0.183 / Norton Core v.278 on Android 1.93
Kudos0

Re: Can't return my Norton Core

That link is for the RMA request form. These users seem to be having trouble with the link in an email from Norton to print the return shipping label.

Things happen. Export/Backup your Norton Password Manager data.
Kudos0

Re: Can't return my Norton Core

Understood. I am just conveying that Norton links are indeed working.

Cheers

Retired military (Navy 1980-2002) AO1 (AW) Aviation Warfare Specialist "From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Professional x 64 version 1809 / build 17763.379 / NCSP 22.17.0.183 / Norton Core v.278 on Android 1.93
Kudos0

Re: Can't return my Norton Core

Hi @Net451,

I'll look into this. Thank you for reporting it to us. 

-Gayathri

Gayathri R | Norton Forums Global Community Administrator | Symantec Corporation

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