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Kudos0

penalized for being a returning customer

Best Buy sells Norton Anti-Virus for $39.99, yet you want to charge me $59.99 for a renewal. Instead of showing appreciation to your returning customers, you take advantage of them. Not fair at all!

Replies

Kudos1 Stats

Re: penalized for being a returning customer


3petes wrote:

Best Buy sells Norton Anti-Virus for $39.99, yet you want to charge me $59.99 for a renewal. Instead of showing appreciation to your returning customers, you take advantage of them. Not fair at all!


That's expensive ! Another store is offering it this week for $19.99 for a 1 PC version or $29.99 for the 3 PC version.

Seriously, Symantec like other manufacturers have to be careful not to undercut their authorized retailers by selling direct or they would end up with no sales outlets.

They do give some good deals to existing customers since Upgrade/Renewal is $49.99 -- for some reason I can't find a NAV 3PC price in their Store.

And one more nice thing -- if you have a valid licence for any Norton Product you can purchase on line any other Norton Product at the Upgrade price for that product. So with a NAV licence you could buy GHOST at the upgrade price.

It's not all bad .... but the main reason for the higher price is the can't undercut authorized outlets.

Hugh
Kudos0

Re: penalized for being a returning customer

So you don't want to undercut your retailers, but you'll overcharge your returning customers...???

Who comes up with this logic?

You have to realize that you are alienating your customers with this policy.

Did you know that your on-line support told me they don't recommend that we buy a renewal from a retailer? Wouldn't this position undercut your retailers?

Sorry for the hard time, but this is frustrating.

Jim

Kudos2 Stats

Re: penalized for being a returning customer

Not sure if you are aware but you can use a key to renew an existing subscription. I have NIS on my home computer so off the top of my head I can't tell you the exact steps for N360 but in NIS I click on "Renew" and I can enter a product key from there. So you can buy your copy from the retail store and just plug your key in.

Kudos2 Stats

Re: penalized for being a returning customer


3petes wrote:

So you don't want to undercut your retailers, but you'll overcharge your returning customers...???

Who comes up with this logic?

You have to realize that you are alienating your customers with this policy.

Did you know that your on-line support told me they don't recommend that we buy a renewal from a retailer? Wouldn't this position undercut your retailers?

Sorry for the hard time, but this is frustrating.

Jim


It cuts both ways --  Symantec allows retailer to undercut them  .... and so do most sources.

As for the On Line Support remark -- that advice is valid and we give it to .... if you don't know the source. We keep getting users buying a Key and finding it is invalid or already used as they find out when we refer them to customer support who can check the databases.

But do some checking here and like Scott M (names in red are Norton Staffers) you will find frequent recommendations to buying a retail copy, downloading the more recent version that may be on line here (and we will give you a link to the file if you want it) installing it and activating it with the KEY you bought from a store.

As I said -- look around and you'll find cheaper licit offers from other sources.

PS In my message anyway "undercut" means "at a lower price".

PPS You posted in a Norton 360 Forum but referred to Norton AntiVirus. Could you please say which program yhou are referring to so it can be moved to the NIS/NAV Forum if that is what you are using.

Hugh
Kudos0

Re: penalized for being a returning customer

The program I am using is Norton 360.

Thanks for the product key info, I'll consider doing that if I decide to stay with Norton 360. I still want to compare renewal policies with your competitors.

This method you now suggest to me (buy the cheaper copy from Best Buy, install, upgrade), is not as straight forward as hitting a button, give the key, and you're renewed...it seems you still have to re-install - correct?

Also, I bet 9 out of 10 of your customers are still renewing automatically and paying the full price ($20 more than your new customers). So you say there is a work-around to get the cheaper one, but overall you are still penalizing your return customers and that's irritating. Consider that Norton's whole focus in renewal - the links, on-line support's recommendation, etc. - all guide the customer to the on-line renewal, not to your retailers for the cheaper version.

If I find this mark-up is unique among your competitors I will shout it to the world (well, maybe not the world, but tell all my friends, file a complaint with Best Buy, etc.)

But hey, I know it's personally not your fault, and I appreciate your constructive responses and patience with me.

best regards,

JIm

Kudos0

Re: penalized for being a returning customer

This method you now suggest to me (buy the cheaper copy from Best Buy, install, upgrade), is not as straight forward as hitting a button, give the key, and you're renewed...it seems you still have to re-install - correct?

_________________________________________________________________________________________

There is no reinstall necessary.  Just put in the key.  The product doesn't care where you bought the product.

As explained, Symantec has agreements with a lot of distributors.  They probably don't do a booming business on their site compared to the distributors.  There is, as you say, the matter of convenience.  I nearly bought a new copy through a Canadian source for nearly half price, but when I went to get it, they were out of stock.  That is also annoying.  One thing about the website, it is always available, and the latest version.  When you buy a disk from a distributor, it may be one or two versions out of date.

Also, when you type in the key from a purchased version, you want to wait until the last day of your subscription so that you don't lose any time.  If you renew, the new subscription time is just added on to the remaining time.

There is no need to drive or phone around looking for the cheapest deal.  Convenience also costs money.  You also saved the price of gas. 

Under certain circumstances profanity provides relief denied even to prayer.Mark Twain
Kudos1 Stats

Re: penalized for being a returning customer

3pete,

<< If I find this mark-up is unique among your competitors I will shout it to the world (well, maybe not the world, but tell all my friends, file a complaint with Best Buy, etc.)   >>

Someone has already said that retailer protection is widespread ...

Just an example:

Trend website

Trend Titanium Internet Security 2011 - 1 year  | SAVE $10.00  | $59.95 or $39.95 acccording to where you look.

Store circular site this week:   Trend Titanium Internet Security 2011    $19.99

I'm not sure why you should think of complaining to Best Buy that they are undercutting Norton.

Another thing to bear in mind is quantity discounts -- stores buy in quantities; we buy singly or very few at a time (and Norton discount for 5 and 10 PC copies.

Glad to see that you have answers to your installation questions -- Norton really do make it easy to get the best of both worlds ....

Hugh

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