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Kudos0

email advising that 360 is expired but is not

I have received several emails saying 360 expired but opening application shows 400+ days left.  I'm not sure now if I renewed directly with Norton or a third party.  I paid $109 and was told the price had gone up.  I think I was fooled by the 3rd party trying to appear to be Norton.  Calling Norton support has not helped to stop the emails. Below is from last email.  What can I do about these emails?  Sender of email shows Norton <norton@nortonfromsymantec.com>

Robert, you've gone 3 Week without Norton 360 Security. Renew Now
To view this message as a web page, click here
     

RENEWAL NOTICE

URGENT: YOUR Norton 360™ HAS EXPIRED November 2, 2015

Dear Robert,

Our records indicate that your subscription to Norton 360™ has expired.

That means you are no longer receiving critical updates that protect you against the latest online threats, including cybercrimes like identity theft. And your secured online backup will no longer function**.

If you are browsing, banking, shopping, checking email or doing anything online, we highly recommend you get your subscription now and get the new Norton 360™ premium security.

BUY NOW FOR $59.99* – THAT'S $30 OFF


You will improve your PCs performance and enjoy peace-of-mind when you're online. Please renew today!

Sincerely,
The Norton Team



Expiration Date: 11/02/2015

Product Serial Number:
WXQ7GJHYMK8Q

Reg. $89.99
SAVE $30
ONLY $59.99

 

RENEW THIS PRODUCT TODAY 

1-Year Protection for up to 3 PCs.
Windows® 10/8/7/Vista®/XP

 


FOLLOW US  

 

Norton Support     Legal Information     Return Policy     Privacy Policy     Viruses & Risks

*Plus tax (if applicable). Limited time offer good for downloadable product. Box image used for illustrative purposes only. 1-Year Protection: With this service you receive the right to use this product on 3 PCs during the service period, which begins upon initial installation and activation. This renewable service includes protection updates and new product features as available throughout the service period, subject to acceptance of the Symantec License Agreement included with this product and available for review at www.symantec.com. Product features may be added, modified, or removed during the service period.

**To recover your online storage from a previous, expired subscription, you must use the same email account to activate your new subscription key.

Please do not reply to this message. If you require Customer Service or Technical Support, please go to the Symantec Web site for contact information at http://www.symantec.com/.

Copyright © 2015 Symantec Corporation. All rights reserved. Symantec, the Symantec logo, Norton, and Norton 360 are trademarks or registered trademarks of Symantec Corporation or its affiliates in the U.S. and other countries. Windows and Windows Vista are trademarks or registered trademarks of Microsoft Corporation. Other names may be trademarks of their respective owners.

Symantec Corporation, 350 Ellis St., Mountain View, CA 94043

EmailID: R_TRIG_NAM_US_EXP_2014_06_N360_Day21_C

Replies

Kudos0

Re: email advising that 360 is expired but is not

Your best bet is to contact the Norton OnLine Support via the CHAT link that uses the computer keyboard. They have access to the database of subscriptions and the power to make corrections. They should be able to tell you whether you have a valid subscription or not and whether you have been contacted by them or by a third party.

To contact customer support:

Click on this link https://www.norton.com/chat and work on from there.

Please let us know how you get on ....

Hugh
Kudos0

Re: email advising that 360 is expired but is not

I previously contacted them.  I think the support person was as baffled as me and was not helpful.  They had no record of payment from me despite the fact that my subscription had been extended according to their records.  They asked me nor an NP???? number which I didn't have.  When I updated my subscription it somehow was done through PayPal.  I thought that was unusual as I had never used PayPal before.  I should have realized at that point that something was amiss.  Especially since the charge was $109.    In any case my subscription is extended according to Norton and the 360 application on my computer.  I may try to contact support again.  The continuing emails are annoying.

Kudos0

Re: email advising that 360 is expired but is not

The main thing is that Norton have a record that you are renewed and the continuing emails (they do stop after a period of time I understand) indicate that you made a new installation rather than actual on line renewal although it's puzzling that you have more than the usual 366 days of a one year subscription unless your first contact with Support led them to add unexpired time from the previous installation -- buying a new copy and using the key or installing it wipes out unexpired time whereas renewing with Norton automatically adds the two together.

Paying through PayPal is I think a sure indication that you did not do it at Norton themselves since I think I've seen requests for Norton to take PayPal and I don't think they do.

With this being Thanksgiving and running into a weekend I'll ask someone in the management team to look at it with the Support team and see if they can tidy everything up but it may be a while before something visible happens. Certainly try again with the OnLine CHAT since sometimes different agents produce different results!

Hugh
Kudos0

Re: email advising that 360 is expired but is not

Thank you very much for your assistance.  Hopefully your request to management and support will "tidy" this up.  I will try to be more aware of who exactly I am communicating with.  I really thought I was talking to Norton.

Kudos0

Re: email advising that 360 is expired but is not

If you mean here and now, the forum queries are mainly answered -- when possible -- by other users although "gurus" are experienced users selected by Norton and given access to additional information and contacts.

Norton employees do post and are very helpful. Most of them are actually engaged in programming or quality control so they really know their stuff from the inside although naturally they can't always disclose all that they know! You can identify them by their names in red and usually Norton Employee added. Sometimes they will deal with the details with you using the Private Message feature of the Forums but they will post here and warn you to watch for the Envelope symbol up to right on the page to change color. This enables them to deal with stuff you don't want to post openly.

Norton OnLine Support via the CHAT or phone routes are of course Norton employees and are located in the various regions of the world.

So hopefully something will happen here before too long. I'll be watching.

Hugh

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