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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.