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Kudos6 Stats

DISSAPPOINTED

Just finished online chat.

They stated that they WILL NOT transfer my subscription unless I first PURCHASE the new product.

I am disappointed.

Replies

Kudos4 Stats

Re: DISSAPPOINTED

Don't be, I chatted with customer support and received the same answer,  today I have received two responses from Symantec stating the info I was given was incorrect and that they will be reaching out to me.  I chatted online last night and then posted the chat to the forum, this seemed to have caught the attention of someone higher up on the food chain who reached out to me and apologized for the incorrect info I was given.  I was told that I could get a refund because I purchased the product less then 60 days ago but unfortunetly I didn't purchase it from Norton I got it from Amazon and they don't refund.  After telling this to them I was told someone would still be contacting me.   I have to admit I think this whole change could have been handled a little better and I think that Symantec is realizing that and will figure out a way to make things right.  If I were you I would try again I was told that they were working on making sure that the customer support people had the correct information and you just might have gotten someone who didn't get the memo yet.  I hope this helps.

Kudos1 Stats

Re: DISSAPPOINTED

They stated that they WILL NOT transfer my subscription unless I first PURCHASE the new prduct.

So that means, they DO transfer old subscription if you buy new NS license? Why just do not make it more automatically than talking with each customer in chat? :)

Kudos0

Re: DISSAPPOINTED

I have just had the same response from Norton Chat and reported it in the "It's here...." thread.

     
Kudos1 Stats

Re: DISSAPPOINTED

I also did a chat this morning.  I have 392 days remaining on my NIS subscription.  I was told that if I buy Norton Security, my remaining days would be automatically transferred over from NIS.  Norton should confirm this on the forum.  I won't switch if I can't carry over my remaining days.  

     
NS 22.8.x, Win10 Anniv. Update, Chrome, Firefox, Malwarebytes Anti-Exploit, Malwarebytes Anti-Malware (FREE)
Kudos0

Re: DISSAPPOINTED

KBPrez,

The Norton support team can discuss with you options on migrating your NIS license to Norton Security.  As of right now, there is no automatic transference of subscription days from NIS to the new Norton Security offering.

Kudos2 Stats

Re: DISSAPPOINTED

I was told that if I buy Norton Security, my remaining days would be automatically transferred over from NIS

As of right now, there is no automatic transference of subscription days from NIS to the new Norton Security

So, is it safe to buy NS now, or we must get secret service from support chat first?

Kudos0

Re: DISSAPPOINTED

Of course it is safe to by Norton Security first Krassius, you will need to have a copy before any subscription days from another qualifying Norton product can be manually transferred to it.

As far as your "secret service" comment, I understand the snark, but is it really a secret if everyone from Norton is telling you to do it this way?

Kudos0

Re: DISSAPPOINTED

Thanks AstroVet.  The reps on the chat line are giving out incorrect information.  This is really bad.  Symantec needs to get them the right information.  The person I spoke to (Jennifer G) assured me that my days would be transferred automatically. 

So if I migrate to Norton Security now, I lose all the days that are left on my NIS subscription?

     
NS 22.8.x, Win10 Anniv. Update, Chrome, Firefox, Malwarebytes Anti-Exploit, Malwarebytes Anti-Malware (FREE)
Kudos2 Stats

Re: DISSAPPOINTED

Thanks for letting me know KBPrez, I'll speak to the support leadership to let them know that the message hasn't gotten out completely.

Kudos0

Re: DISSAPPOINTED

AstroVet, I didn't see your latest comment until now.  So if I migrate to Norton Security, I should notify Customer Support about getting my remaining days from NIS transferred over?  Thank you.

     
NS 22.8.x, Win10 Anniv. Update, Chrome, Firefox, Malwarebytes Anti-Exploit, Malwarebytes Anti-Malware (FREE)
Kudos1 Stats

Re: DISSAPPOINTED

Some Symantec employees are telling us that the remaining subscription days will be transferred and other are saying that they will not be.  Is it really safe to go ahead on the expectation that they will?

Can someone from Symantec make a clear statement on what the position really is.

     
Kudos2 Stats

Re: DISSAPPOINTED

I need Symantec to guarantee that my remaining days will be carried over if I buy Norton Security.  Unfortunately, I don't think I'm going to get that answer.

     
NS 22.8.x, Win10 Anniv. Update, Chrome, Firefox, Malwarebytes Anti-Exploit, Malwarebytes Anti-Malware (FREE)
Kudos1 Stats

Re: DISSAPPOINTED

dforrest,

If you seek migration options, I suggest you contact support, who may issue you a refund on a NIS/N360 product purchased within the last 60 days (according to Symantec policy) and set you up with Norton Security or Norton Security plus Backup, or they may transfer manually any days remaining on your current NIS or N360 subscriptions.

Since scenarios for manual migration vary by customer, we are recommending to customers who do not wish to wait for their current protection to expire before obtaining Norton Security to contact Norton Support.  There are no automatic transfers of remaining days for NIS/N360 to the new Norton Security offering at this time.

Kudos0

Re: DISSAPPOINTED

AstoVet, I see that you have an "EMPLOYEE" tag.  Is your comment therefore the official position of Symantec?

     
Kudos0

Re: DISSAPPOINTED

dforrest,

I'm not sure if what I say is "official" but as an employee it is true.

My comment is aligned (with perhaps some more details) with the comments that Tony Weiss posted: https://community.norton.com/forums/subscription-questions-ns-nsbu

- Your NIS/N360/NAV activations keys are not able to be used in your Norton Security or Norton Security with Backup products
- We encourage customers to continue using their NIS/NAV/N360 products until the end of their subscriptions (and disable AutoRenewal), at which time they can purchase a license and subscription to Norton Security or Norton Security with Backup
- For those who wish to get NS and NSBU now, and are concerned about losing subscription time for your existing NIS/N360/NAV products, we recommend that you contact our Customer Support team via Chat to find the best option available

Kudos5 Stats

Re: DISSAPPOINTED

AstroVet,

Actually, accepting all the unused NIS Keys already purchased by a user, should be applied to Norton Security.

I know that Symantec is doing this on purpose to extort us and they are going to lose many loyal customers, including me.

You said above "As of right now, there is no automatic transference of subscription days from NIS to the new Norton Security offering." Well, let's change that!

Like the NIKE advertisement, "Just do it." Make the Customer happy and accept the Keys.

Flavio_C

Kudos0

Re: DISSAPPOINTED

Flavio,

Thanks for your feedback, I will continue to pass your feedback and those of (many) others to the appropriate decision makers in Symantec to consider.

We have very good security solutions, whether you are using NIS, N360 or Norton Security.  I hope you remain loyal to the service while we transition into a very new consumer model for Symantec.  Thank you for being a customer and a contributor to these forums.

Kudos0

Re: DISSAPPOINTED

Astrovet, thank you for clarifying the policy on remaining days.  I did install Norton Security today.  I just finished chatting with Support.  They said given that I have a different product, they would add 300 of my NIS remaining days to my new subscription.  I'm satisfied with that.  Thanks for your help!! 

     
NS 22.8.x, Win10 Anniv. Update, Chrome, Firefox, Malwarebytes Anti-Exploit, Malwarebytes Anti-Malware (FREE)
Kudos0

Re: DISSAPPOINTED

Astrovet, thank you for clarifying the policy on remaining days.  I did install Norton Security today.  I just finished chatting with Support.  They said given that I have a different product, they would add 300 of my NIS remaining days to my new subscription.  I'm satisfied with that.  Thanks for your help!!

So what you are saying is that you got "credited"  300 days for 5 users of your remaining 390 days of 3 user license?  I guess that sounds like a good deal - as long as the customer is happy!

Kudos1 Stats

Re: DISSAPPOINTED

I just finished chatting with Support.  They said given that I have a different product, they would add 300 of my NIS remaining days to my new subscription.

Would add? When did this happen? Immediately? If not, then when it gonna happen? When will you get your NS working with 465 days (365 new + 100 old), for example?

Just want exact details.

Also, any exact date when global sales will start? Europe, at least.

Kudos1 Stats

Re: DISSAPPOINTED

First Norton discontinues rebates that cover the full price of its products. And now Norton decides not to upgrade our current subscriptions to Norton Internet Security 2014 to the new product Norton Security, version 22. After so many years of improving NIS and winning back customers (like myself) who had been driven away by less than stellar versions of Norton Internet Security, Norton is reverting to its old customer-unfriendly ways. Like many others, I had purchased a few NIS licenses (at discounted prices) to use when our current subscriptions expire in early October -- and now it appears that these licenses will just continue us on NIS 2014, and not be allowed to upgrade to the new Norton Security (unlike in past years where you upgraded to the new version anytime during your subscription -- at no extra cost). Not a friendly business practice -- almost guaranteed to drive me and many others back to Kaspersky or BitDefender again.

Also the new Norton Security appears to include Norton Utilities and/or Norton 360 neither of which do not I want installed on our computers. Does the installation process allow you to pick and choose which features are installed or are users stuck with everything?

Kudos0

Re: DISSAPPOINTED

djdes

Thanks for the good news and hopefully here is some more:

<<  I was told that I could get a refund because I purchased the product less then 60 days ago but unfortunately I didn't purchase it from Norton I got it from Amazon and they don't refund.    >>

Norton has always covered refunds from purchases other than from Norton itself and here's a link to their statement on how to claim it from Norton itself ....

But in any case as you indicate I am sure you will find out that you may not have to go through this but I just mention it as an "if all else fails"

Hugh
Kudos3 Stats

Re: DISSAPPOINTED

Norton has played on the fact many people always want the latest, have allowed confusion and contradiction for quite some time when in fact their aim was, and has been for some time, to stop the in subscription upgrade and to make the extra buck.

People are now being led to believe that Norton are being generous by making you pay in advance and extending the subscription by some extra days many equivalent to the remaining time on their existing subscription on a supposedly new product despite it being known almost exclusively until now as v22. Many have already made the point that Norton has been selling and allowing to be sold products with the promise of "always up-to-date" "Automatically updates to the latest version" in fact these are still being sold today. These promises in writing have been broken and so has the future of in subscription updates.

I presently do not wish to use the new version of Norton so it does not yet directly affect me and I have done what I always do purchase a new key a little in advance to be ready for the time to renew my subscription. I am doing so mainly so that my 90 y/o father does not have to start learning about new products unnecessarily when he has been used to dealing with Norton for a number of years. This not being the case I would have thought quite seriously about making alternative arrangements.

I feel quite certain that if not for the fuss and complaint on the forum Norton would have been quite happy to do nothing and are doing no more than they feel able to get away with and now have many customers £/$/Euro80+ to Bank when it would have been better left in the customers Bank Account until renewal was due.

Michael 

Kudos2 Stats

Re: DISSAPPOINTED

"

Norton has played on the fact many people always want the latest, have allowed confusion and contradiction for quite some time when in fact their aim was, and has been for some time, to stop the in subscription upgrade and to make the extra buck.

People are now being led to believe that Norton are being generous by making you pay in advance and extending the subscription by some extra days many equivalent to the remaining time on their existing subscription on a supposedly new product despite it being known almost exclusively until now as v22. Many have already made the point that Norton has been selling and allowing to be sold products with the promise of "always up-to-date" "Automatically updates to the latest version" in fact these are still being sold today. These promises in writing have been broken and so has the future of in subscription updates"

---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------

Hello,

I agree, and as someone notorious said once:  " It is far more difficult to fool one person than millions..."

Regards,

Kudos1 Stats

Re: DISSAPPOINTED

"Norton has played on the fact many people always want the latest, have allowed confusion and contradiction for quite some time when in fact their aim was, and has been for some time, to stop the in subscription upgrade and to make the extra buck.

People are now being led to believe that Norton are being generous by making you pay in advance and extending the subscription by some extra days many equivalent to the remaining time on their existing subscription"

Hi,

I agree and as someone notorious said once: " It is far more difficult to fool one person than millions".

(Hope you see my point.)

Regards,

Kudos0

Re: DISSAPPOINTED

hi Apostolos

I do see.

Michael

Kudos6 Stats

Re: DISSAPPOINTED

Hi AstoVet,

How much time / money / resources is Symantec wasting on their reported 175 million customers with this?  Why not give their customers a free upgrade as they have done in the past?  No more 175 million customers contacting Support.

Dave

A little bit of knowledge is... well a little bit of knowledge.
Kudos1 Stats

Re: DISSAPPOINTED

Many have already made the point that Norton has been selling and allowing to be sold products with the promise of "always up-to-date" "Automatically updates to the latest version" in fact these are still being sold today. These promises in writing have been broken and so has the future of in subscription updates.

I absolutely share Michael's opinion & especially want to draw attention to the point above: I'm quite disappointed by Symantec breaking these marketing claims, which even are on the front of the packaging... A company selling security software must be trustworthy in its promises. It seems like Symantec is not taking its responsibility seriously.

Kudos1 Stats

Re: DISSAPPOINTED

Well, I can respect the desire for new business models and subscription models. I like Norton quite a bit and have used it for a while--and I'm sure the new product is quite good. However, that doesn't mean I will necessarily personally support said new business models. If I have to pay to upgrade a subscription product in addition to paying for the subscription itself, it just isn't for me anymore. It will be strange for me moving to a new product from one I have used for so long, but like Symantec, sometimes we must necessarily make changes. I will not be renewing my Norton products once they expire :(.

Windows 8.1 Pro x64 -- NIS 21.3.0.12; MBAM Pro (non realtime); SAS Pro(non realtime)
Kudos1 Stats

Re: DISSAPPOINTED

I am also very disappointed in Norton. There are going to be several customers,like myself who are going to use other products if Norton will no longer offer upgrades.

Kudos1 Stats

Re: DISSAPPOINTED

I contact with Norton support yesterday, and the guy told me the only option to me is to use N360 until it expires then purchase the new version. No option for upgrading with a discounted price, no option for transfer the remaining subscription days even I purchase Norton 22 now. I'm also very disappointed with Norton. And I don't know if this story will repeat again when Norton 23, Norton 24 released...

Before Norton gives me a satisfied solution, I will continue to use my BitDefender 2015 which I just purchased.

Kudos1 Stats

Re: DISSAPPOINTED

It really is a shame that your company presented the lousiest beta program I have ever seen from Norton. You didn't seem to listen to what we were telling you, and what a surprise that your "new" products are no better or worse than the products that preceded them, unless your only goal was to invalidate previously-unused licenses. Given what emerged from your poor beta test, it is rather obvious to me that you've made it quite easy from those who support clients to move to a competitor, one of whose 2015 "Internet Security" products is light, fast, and has scored as highly as yours on various AV tests. I'm only one person, but I do have one voice and I appreciate an opportunity to state what is so obvious to me - and it's an insult to your fellow employees to push out stuff like this in this fashion.

Kudos1 Stats

Re: DISSAPPOINTED

You are not alone, hopefully this won't become a community of Symantec employees telling the rest of us how wrong we are.

Kudos0

Re: DISSAPPOINTED

"

Norton has always covered refunds from purchases other than from Norton itself and here's a link to their statement on how to claim it from Norton itself ....

But in any case as you indicate I am sure you will find out that you may not have to go through this but I just mention it as an "if all else fails""

I don't think past statements are going to be trusted after this "rollout" of a "new" product."

Kudos1 Stats

Re: DISSAPPOINTED

I for one refuse to negotiate with support as to what my options might be.I have heard several different stories from people I've been in contact with regarding their experiences.My NIS license expires May 31,2015,and as I only have it on 1 machine in my house,i will probably just stand pat at V21 until the sub runs out and then decide what I might do.I may just remove it entirely.I just refuse to negotiate with anyone.NO customer should ever have to do that.I have licenses to other solutions I could use when Norton runs out.As I beta test games from time to time,i make it a point to have other options available for testing purposes.While I would like to keep Norton as part of my arsenal,i wont be roped into spending another 80USD at the moment as it does not fit into my budget ATM.If this is the new business model,i am assuming that people who buy 2 year licenses will probably get screwed to when V23 comes out next year.I really like NS at the moment.I would seriously consider rolling it out to most of my machines eventually were it not for how all this has been handled.It will be interesting to see if this money grab will prove beneficial to Symantec's bottom line,or as I suspect,it works exactly the opposite of what was intended.

Kudos1 Stats

Re: DISSAPPOINTED

Holy cow, finally after a long winded chat they upgraded me to 2015 without paying. Got a whole bunch of nonsense about how this is a "totally" new product. The spiel was about how its now "cross platform". and a new firewall .... yeah ..... V22?!?! I was within the 60 day refund period so I asked for a refund. Suddenly the rep pulled out all the stops to upgrade and it got done immediately. With respect Norton people... you shouldn't make your customers go through this crap to get a result. Just generates bad feelings towards your brand and your product. I was 100% ready to switch products after a refund. Why not just set some automated rules for this and be done with it? stop trying to screw the ignorant users out of some $$
Kudos0

Re: DISSAPPOINTED

LinYu2 -- and others

<<  .... no option for transfer the remaining subscription days even I purchase Norton 22 now  >>

That is absolutely not the case and Tony has apologized for any mis-statements made by support staff.

There's even a post from a user today who reports that when he upgraded over the top and then purchased the new product it automatically added the old unexpired time to the new time .... I can't confirm that but it's posted by a user ....

Hugh
Kudos1 Stats

Re: DISSAPPOINTED

Yes I just uninstalled my norton internet security with 90 days left on it, Im using Kaspersky internet security 30 days free trial now, will come back to noton if they offer the free upgrade as in the past, if not they have 30 days before I hit the buy button for Kaspersky internet security 2015.

Kudos0

Re: DISSAPPOINTED

As I only needed it for one PC I broke down and bought the 1pc digital code from amazon.I had a credit remaining on my account there so I used it.They can keep the 200+ days from the previous code.It's not worth it to me to continue to fight and stay stressed out over this.They got my money this time,but they will not get my renewal unless some things change.I have alternatives that I have paid for on my other machines almost 400 days on KIS and over 600 on BDTS and 250 days on WSA and 150 days on ESET.I didn't have to do what I did.I wanted Norton to remain part of my arsenal on my 1 machine.Hopefully things change for the better soon.

Kudos0

Re: DISSAPPOINTED

They can keep the 200+ days from the previous code.It's not worth it to me to continue to fight and stay stressed out over this

According to one user post after he upgraded on top of his earlier NIS using a bought subscription to the new one the old days appeared automatically .....

So please see if this happens for you. 

Hugh
Kudos0

Re: DISSAPPOINTED

Even though i'm sure it's supported,i have never been one to install over the top.I did a full and thorough uninstall prior to installing the NS trial.Now that I've cooled off,the previous license isn't a huge deal for me.The previous license was also originally activated on an account tied to my Comcast email address,and while I still have access to that box,i still decided to register the NS to a new account at my verizon address.Being the previous license was activated to an acct with an email at Comcast,the code cannot be used on my new account.It's fine.Just happy to be on board with the new NS at this point.Running superbly at the moment.I'm pleasantly surprised.This is as smooth running a Norton product I've seen in quite a long time.I have yet to confront an issue that would effect anything I do.I'm looking firward to the software's continued improvement.

Kudos0

Re: DISSAPPOINTED

Holy cow, finally after a long winded chat they upgraded me to 2015 without paying.

I tried to do this too, linked him to your post, and here is my result

the only way to upgrade is to get a Norton 2015 key first, then transfer the days from old product. If you do not have one, I recommend you to wait for a while as Norton may soon come with upgrade offers, it is under progress, as the product is just launched.

Chat number 18069943

Kudos4 Stats

Re: DISSAPPOINTED

Although not directly on this subject you may find the article in the link below of interest particularly this paragraph which may shed some light on the current situation.

Many industry analysts see the revolving door in Symantec's executive suite as evidence of the board's continued frustration with the security firm's lackluster performance, with revenues down or flat for more than four consecutive quarters.

http://www.theregister.co.uk/2014/09/25/symantecs_ceo_search_ends_where_it_started_with_michael_brown/

Kudos0

Re: DISSAPPOINTED

Although not directly on this subject you may find the article in the link below of interest particularly this paragraph which may shed some light on the current situation.

Many industry analysts see the revolving door in Symantec's executive suite as evidence of the board's continued frustration with the security firm's lackluster performance, with revenues down or flat for more than four consecutive quarters.

http://www.theregister.co.uk/2014/09/25/symantecs_ceo_search_ends_where_it_started_with_michael_brown/

Interesting read. Thank you.

"Top Safe Web Reviewer with over 23,000 Reviews."
Kudos1 Stats

Re: DISSAPPOINTED

Although not directly on this subject you may find the article in the link below of interest particularly this paragraph which may shed some light on the current situation.

Many industry analysts see the revolving door in Symantec's executive suite as evidence of the board's continued frustration with the security firm's lackluster performance, with revenues down or flat (link is external) for more than four consecutive quarters.

http://www.theregister.co.uk/2014/09/25/symantecs_ceo_search_ends_where_it_started_with_michael_brown/I thi

That's pretty much why I think Symantec feels grateful to give their customers who happen to have unused licenses the one-finger salute and some crap about a "totally new" product that acts just like the old one, except for a few things that were removed.

Kudos0

Re: DISSAPPOINTED

Although not directly on this subject you may find the article in the link below of interest particularly this paragraph which may shed some light on the current situation.

Many industry analysts see the revolving door in Symantec's executive suite as evidence of the board's continued frustration with the security firm's lackluster performance, with revenues down or flat (link is external) for more than four consecutive quarters.

http://www.theregister.co.uk/2014/09/25/symantecs_ceo_search_ends_where_it_started_with_michael_brown/I thi

That's pretty much why I think Symantec feels grateful to give their customers who happen to have unused licenses the one-finger salute and some crap about a "totally new" product that acts just like the old one, except for a few things that were removed.

Kudos0

Re: DISSAPPOINTED

ProTruckDriver

A pleasure, pleased you found it of interest.

Michael

Kudos2 Stats

Re: DISSAPPOINTED

"Many have already made the point that Norton has been selling and allowing to be sold products with the promise of "always up-to-date" "Automatically updates to the latest version" in fact these are still being sold today. These promises in writing have been broken and so has the future of in subscription updates."

I have to agree with the above statement. Norton has broken their marketing promises. I tried to get a refund for my remaining subscription (320 days left). No go. It wouldn't surprise me a bit to see some enterprising lawyer put a class action suit together over this.

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