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Kudos0

I just wanted to renew not buy the product again.

I'm not at all happy that all I was trying to do was to renew my subscription to Norton Internet Security For Mac and instead of just bringing me to a renewal screen your "renew" menu brought me to the product purchase screen.  I tried everything I could to just renew but was unable.  Now I bought the product twice and don't think I should pay the same price to renew as I did to originally purchase the product.  I'm hoping something can be done about this and I sure hope I don't have any further problems having my other Mac "renew" with this same key. 

Replies

Kudos0

Re: I just wanted to renew not buy the product again.

I'm not at all happy that all I was trying to do was to renew my subscription to Norton Internet Security For Mac and instead of just bringing me to a renewal screen your "renew" menu brought me to the product purchase screen.  I tried everything I could to just renew but was unable.  Now I bought the product twice and don't think I should pay the same price to renew as I did to originally purchase the product.  I'm hoping something can be done about this and I sure hope I don't have any further problems having my other Mac "renew" with this same key. 

Kudos0

Re: I just wanted to renew not buy the product again.

Sorry for your problems, we'll investigate why the renewal link led you to the purchase page.  Unfortunately, we can't do anything to correct your purchase issue here, you'll need to contact Customer Support (this forum is focused on technical issues in the Mac products).

Customer support link:

    http://us.norton.com/support


Kudos0

Re: I just wanted to renew not buy the product again.

I had the same issue.  Just tried renewal for 3 macintosh computers.  Norton took me to PC pages, but I finally way able to purchase Norton for MAC for all three.  Also getting message that one of the computers has "live update has missing components and needs to be reinstalled" message.  I tried to download again, to no effect.

Norton - can you see this message?  Can you assist.

Thanks,

[edit: Please do not post email addresses per the Participation Guidelines and Terms of Service.]

Kudos0

Re: I just wanted to renew not buy the product again.

same problem here.  I couldn't figure out how to simply renew the subscription and ended up just buying the new product so I could move on.  However even that doesn't work!! (reading on this forum, it appears that because I am using the 10.6 version bundled with internet Security 5, I have to contact customer service to get the 10.6 product key).  This whole thing has been the biggest waste of time and I wish I hadn't bought the product at all.

Kudos0

Re: I just wanted to renew not buy the product again.

same problem here.  I couldn't figure out how to simply renew the subscription and ended up just buying the new product so I could move on.  However even that doesn't work!! (reading on this forum, it appears that because I am using the 10.6 version bundled with internet Security 5, I have to contact customer service to get the 10.6 product key).  This whole thing has been the biggest waste of time and I wish I hadn't bought the product.

Kudos0

Re: I just wanted to renew not buy the product again.

Sorry the renewal process has been so difficult.  You're not alone.

There's another problem you haven't run into yet, and hopefully you can head it off while talking with Customer Service.  Activation codes (product keys) can't be used to renew existing software.  Because you already have a license on your Mac, make sure you get a subscription renewal.

I hope that saves you some time.

Kudos0

Re: I just wanted to renew not buy the product again.

Apologies again.  It looks like the misdirection may have been addressed, when I click the "Renew Norton" link it now takes me to this page:

http://buy.norton.com/estore/mf/upgradeRenewal?rdid=591899c9-d8c8-467d-b8d8-e0e5543ee8091323873705570

(where previously I think it went to a purchase page).  At the above page you can select NIS or NAV and the version you want to renew (from the pop-up menu).  The next page will give a buy option for the new versions, but also has the renew choice.

Kudos0

Re: I just wanted to renew not buy the product again.

Thanks so much for your help.  I went on vacation and only just got back to addressing this problem now.  When I contacted customer support via live chat they did sent me the product key for the earlier version and that worked just fine.  I ended up not requesting a renewal for the previous version because I had removed that version from my computer (I had thought that maybe some interaction between that version and the new one might be causing the problem).  So, it seemed easier to just get the right code for the upgraded version ... and also, that way if I upgrade to Lion at some point in the  year I have the right code already.  I appreciate your help.  Have a wonderful holiday season!  S

Kudos0

Re: I just wanted to renew not buy the product again.

I live in the UK and bought my first Mac in Jan 2011 along with NIS 2010 for Mac (Dual Protection) at the same time.  It now has come up for renewal so I went to my local pc store and bought NIS 2011 for Mac (Dual Protection) pack as I like to have the actual disks to hand.  I've gone through the installation process several times and it informs me that NIS Subscription has expired and gives 3 options. When I click the radio button to choose that I have a subscription key and then enter the long product key off the paper sleeve for the other disc in the pack (the windows disk), it comes up with 'Invalid Code'.  I've uninstalled both versions of NIS using the Norton Uninstaller Tool and re-installed them several times but it still comes up the same.  Why is it stating the product key is not valid when it's copied from the disk sleeve?  So have I wasted £70 on a product that will not work upon renewal and if so how do I go about getting my money back?  

It's now 04:27 and I've spent the last 5hrs trying to sort this out instead of being in bed asleep!  I don't know what to do now.

HELP PLEASE!

Kudos0

Re: I just wanted to renew not buy the product again.

There are a couple problems here.  If I'm not mistaken, the newer Dual Protection CD you bought has the same major version of NIS (4.x) as the previous one you installed.  Reinstalling will not update the subscription info, you need a renewal key.  The second problem is that the Windows key will not work with the Mac product.

The best way forward is to either return the Dual Protection CD and purchase a renewal, or contact Customer Service and see if they can give you a renewal code.

Kudos0

Re: I just wanted to renew not buy the product again.

Hi LeeYes, you are correct, I got the issue fixed using the Chat Support facility.  After chatting with the support representative, it would appear that the code did not show due to me not deleting the original version of NIS for Mac that had just expired before installing the new version.  I purchased the iMac last year and the NIS was the first copy installed on the PC.  Upon loading the new NIS for Mac, there was no advisory notice stating that there was a previous version on the iMac and that this should be deleted prior to installing the latest version.  Also there was nothing stating this in any user manual or the reference book that came with the new version.When I have ever renewed my subscription on a Windows PC (I always buy the disc rather than online renewal), all I've ever had to do is insert the disk and the software is updated perfectly alright, if an older version needs deleting this is removed automatically by the new NIS for Windows.  I am somewhat surprised this does not happen with the Mac version!  Even before contacting your Chat Support I had already deleted both the expired version and the new version but upon reinstalling the new version it never asked for a code!  I've been using and renewing NIS for Windows (or perviously NAV) for over 10 years now and never had an issue but the 1st renewal of NIS for Mac has been a nightmare.  It ended with me being up all night trying to sort the issue and eventually going to bed at 07:00hrs, rather annoying to say the least!  RegardsSimon.
Kudos0

Re: I just wanted to renew not buy the product again.

Can you elaborate about which versions you were dealing with?  If you were installing NIS 5.0 over NIS 4.x, there should have been no need to uninstall first.  Even if you were installing an updated minor version (NIS 4.1 over NIS 4.0, for example), the install should work correctly without uninstall, but by design, this does not renew the license.  The normal process for renewal does not require a reinstall, and installing a newly purchased version does not remove the old license (and is generally more expensive than just getting a renewal).  I am glad support was able to work around this limitation for you.

Kudos0

Re: I just wanted to renew not buy the product again.

The product packaging for the NIS 2010 states it is NIS 4.1 for Mac, the 2011 product pakaging does not give the same details it merely states it is NIS for Mac!  

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