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Kudos0

Complaint - Empty Promises

Earlier in the year, I received an email from Norton, advising that as I was a loyal customer, I would receive a £15 amazon gift card if i registered for the reward 30 days before I renewed 9my product license.

I registered for the reward and renewed my product license (i may have gone for a different provider if i hadn't been promised the gift card), the following day, I had no sign of the reward being credited to my Norton account. i proceeded to contact Norton over the phone, they advised that i would receive the £15 gift card in 3 months time...

3 months later, i still have no sign of the reward being credited to my account, so i contact Norton via the online chat tool. The agent was very helpful, and promised she would arrange for a solution within 3 days.  1 week passes and i have no sign of the reward.

i contact Norton again the following week and again the agent was very helpful, they advised they would escalate the issue for me and i would have a response within 2 days. 1 week passes and i have had no response.

i contacted Norton once more and they advised that they would escalate the issue for me, i advised the issue is already escalated and the individual apologised and advised they would personally ensure the issue is resolved in a timely manner.

2 days later (2 and a half weeks following initial re-contact with Norton) and i still have no sign of the reward being credited to my account.

i am very disappointed with the service i have been provided from Norton, i have been a customer for over 10 years (never had a different provider) and i have spent over 2hrs of my own time hastening the solution to a reward that i should have received automatically upon renewing my product license.

Norton, a plea for help. 

Treat this as a formal complaint. 

Replies

Kudos0

Re: Complaint - Empty Promises

How did you renew your Norton product? The offer of a gift card only applies if you do an actual renewal with Norton. If you purchased a new product key from any source, including Norton, the offer does not apply.

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

Re: Complaint - Empty Promises

i believe i renewed my Norton product but i can not recall. During all my interaction with Norton, they have advised that the reward will be given, so i have no reason to believe otherwise.

Kudos0

Re: Complaint - Empty Promises

Do you recall if you received a new product key that you used to activate the new subscription?  If so, that is not a renewal in Norton terms.

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

Re: Complaint - Empty Promises

No i do not recall Peter, thank you for the info and your time though. I assume all of this information will be available to a Norton agent, and again, i was advised that the reward will be sent to me in 3 months time by the phone agent during my 1st contact the day after purchase/renewal.
Kudos0

Re: Complaint - Empty Promises

I'll try to escalate your issue.

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

Re: Complaint - Empty Promises

Norton, any chance of a reply?

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