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Kudos0

Never Received A Refund - Multiple Technical Issues - Norton Family Premier

Just sharing my experience with Norton Family, for which I had high hopes and was sorely disappointed.  I spent lots of time and energy trying to get tech support, and when I didn't get a solution, I requested a refund within the 60 day time period but ran into several snags with un-returned messaging through Norton Support website, chats promising a refund, and  I was never given (nor could I find) an 800 # to try to resolve issues, both technical and relating to the refund.  It was, and continues to be, a PAIN to try to resolve this online rather than with a quick phone call with a live person. When time ran out, I was told to take it up with my bank and that I wouldn't be getting a refund because the 60 days had passed.  No resolutions to my technical issues were ever completed, mainly because the things I expected were not possible with the software (compatibility, etc) and that information wasn't available or disclosed prior to my purchase, otherwise I wouldn't have purchased it at all. Details on that in my next paragraph.

I downloaded and installed Norton Family software on multiple devices immediately after purchase about 7 or 8 months ago and I never stopped having issues with this product. A FEW SPECIFIC ISSUES: intermittent on picking up texts (many times only showed outgoing), sometimes showed no activity when I know for a fact there was, other times there was a long delay in displaying activity online, and then some devices I had were not compatible at all, so the app for useless on those (which should be disclosed prior to purchase).  It also wouldn't work on Chrome, nor Google searches, nor Youtube app (only if videos were accessed by internet) and that is mainly what I was concerned with monitoring with my kids.  Location services never worked either which was a HUGE selling point for me.  One of the main reasons I bought it actually.  And yes, I realize you can turn location off on the phone, I am talking about testing it myself with location on and running a check online on the parent dashboard and getting errors. I read several support posts to try to fix certain things myself, and it seemed other people had similar issues (that were NOT OPERATOR ERROR lol) and there was just no hope for solving it.  I am not on the level of a programmer or anything but I consider myself pretty technically savvy and neither I nor my techy husband could get the issues worked out. Then I started randomly receiving emails from Norton with error codes regarding activities that didn't even apply to my situation up until I ultimately just turned it off and uninstalled it because it was completely useless.  I asked for a refund multiple times within and outside of the allowed time frame and was sometimes told I would receive one and other times I was out of luck.  $49.99 Headache!

Thanks for letting me vent, and hopefully newer versions will correct many of these issues.  And PLEASE for crying out loud, dedicate an 800# (or option/ dept) to helping people with NORTON FAMILY!!

Replies

Kudos0

Re: Never Received A Refund - Multiple Technical Issues - Norton Family Premier

Hi RBaity,

Thanks for the post.  Please check out my replies below regarding to the technical questions you have.

You mentioned "intermittent on picking up texts (many times only showed outgoing)

A:  I assume you are referring to the default txt application on the phone which is supported.  The program currently doesn’t monitor 3rd party chat app on the Android phone, like Kik.   The team is working on the issue.  If the child uses default txt application, can you please the following information by private message via the forum by clicking Inbox at upper right hand corner, so we can check into your account?

1.Send me your Norton Family account email address

2. A screen shot of page where shows missing txt message.

Instructions to post screenshots can be found here

https://community.norton.com/forums/how-post-image-forums-0

3. Date of the message.

You mentioned "sometimes showed no activity when I know for a fact there was, other times there was a long delay in displaying activity online" 

A: There is max limit for logs to be uploaded to the server per device/day.  After the limit, they will appear next day.  Can you please to check if the missing logs appear next day?

You mentioned "some devices I had were not compatible at all, so the app for useless on those (which should be disclosed prior to purchase).

A: Norton Family provides all the system requirements online or in the Help files.  Please check the links below.  Please let us know what information is not published, so we can check into this.

 https://family.norton.com/familysafety/loginStart.fs

https://family.norton.com/familysafety/help.fs?action=sysRequirements

You mentioned "It also wouldn't work on Chrome, nor Google searches, nor Youtube app (only if videos were accessed by internet)

A: Norton Family Windows and Norton Family for Android both support Chrome.  Can you please let us know what you see that's not supported on Chrome? 

Norton Family Windows and Norton Family iOS both monitor Search.  Can you please let us what you see that's not supported?

Norton Family currently monitors youtube via internet.  We currently have the option to block/allow Youtube apps.

You mentioned "Location services never worked either which was a HUGE selling point for me."  

A: Location has been working well.  Can you please check the links below to see if  you have tried the following steps.

https://community.norton.com/en/comment/6175771#comment-6175771

https://community.norton.com/en/forums/premium-features-not-working-my-d...

https://community.norton.com/en/forums/norton-family-premier-location-no...

Help file: https://family.norton.com/familysafety/help.fs?action=aboutLocationTrack...

If you have any questions, please let me know.

Thanks

Katie

Thanks Katie
Kudos0

Re: Never Received A Refund - Multiple Technical Issues - Norton Family Premier

For the record is on the account and you can look up whatever you want as far as activity and you'll see what im talking about. Maybe you can pull up my chat records, messages and tech requests as well. See if you would pay 50 dollars for what i got. I pay for it to work and i don't get paid by norton to research, troubleshoot, and repair for months on end. Actually I'm no longer interested in trying to fix it as I've already wasted several months on that now. Was only interested in a refund at this point as i feel i invested enough of my time trying to fix it and spent the money on nothing but a bad experience. That's why i labeled it no response required so people could just see what i went through. I can't go back in time and do screen shots, like i said i gave up and uninstalled it after multiple problems not being fixed. Even your comment about location working now and chrome working is probably a new development because they never worked for me and i was told at the time it was incompatible with chrome. And outside of your suggestions, the remaining issues i listed that have no resolution are enough to substantiate a refund in my opinion. Your message kind of demonstrates what i was saying as well. Customers have to do most of our own fixes and for majority of people that's asking too much.

Kudos0

Re: Never Received A Refund - Multiple Technical Issues - Norton Family Premier

Hi RBaity,

Thanks for the update.  To protect your private information.  I've removed your email address that you indicated in your post (I've kept the information).

Some of the issues you mentioned sound like specifically to your account, so we have to ask some additional questions.  We definitely don't want to create any extra work for you, but in order to work on any issues, not just your case, in general, any engineering team would have to know some details.  

Thanks for your understanding.

Thanks

Katie

Thanks Katie

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