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Kudos0

Purchasing issues

Nothing worse than when people just come to a product forum and do nothing but complain.

That being said I am trying to see this are more of a warning, of sorts, then a complaint.

After a week and three different communications with support I have still been unable to even purchase the Norton Online Backup product.

If one Googles "Norton Online Backup" the very first, and sponsored, link take the user to a Norton site to purchase it. One of the options is for 100G @ 29.99.  Brilliant I thought, my first choice of vendors for what I feel is a reasonable price.  After completing the purchase my confirmation email said it "will be completed within approximately 4-8 hours". 

To make a long story short, as mentioned I contacted Norton support and my credit card company multiple times to no avail and in the end had to make the last contact to ensure the order was canceled as I was forced to go with a different vendor.

Very disappointing and I can only hope in some way, someone finds this helpful in some way.  Not sure how ... but just be forewarned.

Replies

Kudos0

Re: Purchasing issues

Hello iridium

Your post is missing some key details. Can you please elaborate as to what the exact problem was with the purchase? Why did it require contact with the credit card company?

Kudos0

Re: Purchasing issues

How did you even contact norton support, I've been looking for ages?

Kudos0

Re: Purchasing issues

I am having the exact same problem!! I paid the same price you did for 100 mg Norton Online Backup and received a confirmation email within the hour stating:

"Your Norton purchase is being processed and will be completed within approximately 4-8 hours. You will receive an email confirmation when your order is complete.  We are having a technical difficulty with processing your order. We will notify you by email when your order has been processed."

I waited until the next day with no further update from Norton. I checked my credit card and it has already been charged. However the purchase does not show up on my Norton account page. I then called customer support and was told there was a problem with their website and I and a few other people were experiencing the same problem. I was told I would get am email within 6 hours either confirming my purchase or canceling it.

It has been 24hrs and I have still received no information, the charge is still on my credit card, and I have not received the product I purchased. I did however get an email survey asking about my customer service experience, which is annoying as I would rather the problem be fixed before they send out a survey. I am beginning to be concerned, especially after seeing your post.  I will try customer support one more time, but I am starting to have doubts about backing up my computer with a company that can't get their own computers working properly.  I may end up canceling the charge on my credit card if this is not fixed soon.

-Allison

Kudos0

Re: Purchasing issues

And by the way, today I cannot get the link to their customer service number or chat room to work, so I cannot even call. I'm getting very angry...

Kudos0

Re: Purchasing issues

Hello All

If you can send me a private message containing the below info I can look into the orders. With the additional info you've provided it will help out. We're also looking into the issue as a whole to see what else we can determine.

    • The email address tied to your Norton account
    • The order number in question
    • When the last update was you received on the order status.
Kudos0

Re: Purchasing issues

The only support I could available was via chat ... and it took some digging to get to it, if I'm being honest.

@wwelty I contacted my credit card company at the request of Norton Support to clarify if I had even been charged for the product or not.  The exact issue was that I ordered the product online, recieved an initial confirmation note but then never heard anything and the product never showed up on mynortonaccount.com.


I sent you a PM with the requested details.

I just want to help make sure this does not happen to other users although it sounds like 'anshaw' is having the exact same issue.

Kudos0

Re: Purchasing issues

Hi Iridium

Thanks for sending me the details. It appears we may have isolated the issue and are in process of getting it corrected. In short there is a problem in how the eStore is processing the 100 GB SKU. If anyone else is having this issue please send over the same details I requested and we'll work around the matter till it is completely resolved. Hopefully that should be very soon.

Kudos0

Re: Purchasing issues

Wesley,

Could you please have a look at this query about OnLine Backup and purchasing extra storage:

http://community.norton.com/t5/Norton-360/Norton-Backup/m-p/612150/message-uid/612150#U612150 

Regardless of whether it is for N 360 or the OnLine Backup I (nor he) cannot find any online information about costs except for the initial purchase of NOLB 25 GB for up to 5PCs and it's not unreasonable to be able to find such information before initial purchase ....

TIA

Hugh
Kudos0

Re: Purchasing issues

Hello Hugh

Pricing can be found in the Norton Online Store. The page in question can be directly accessed here. There are also bundled deals going on for the holidays accessed here.

The standard pricing for the service is $49.99 per 25 GB. The above mentioned holiday deal is offering a steep discount of $9.99 for the same 25 GB or $29.99 for 100 GB. That pricing will likely run through the rest of the month but I can't say with 100% certainty.

Kudos0

Re: Purchasing issues

Please see my reply to your message in the other thread.

Those links do not give prices, so far as I can see, for incrementing storage but only for buying the service with 25 GB or in the case of the Holiday Specials buying the service with 25 or 100 GB.

But I don't see any prices for say adding 25GB when you have 25 GB.

Thise holiday prices sure are interesting ....... but only for another 36 minutes ...... for some of them?

Hugh
Kudos0

Re: Purchasing issues

Moved to its own thread in NIS/NAV board for better exposure.
Kudos0

Re: Purchasing issues

Hugh,

It's the exact same thing. Any online backup space you purchase adds onto any existing space you have. So if you have 25 GB and buy another 25 GB you'll wind up with 50 GB. The only difference is it will be two separate renewal charges.

As for the holiday prices on that one page they'll likely go throughout the end of the month at least. The counter on the top applies to the other offer on the page.

Kudos0

Re: Purchasing issues

OK -- I think I understand now .... at least for Norton OnLine Backup .... <s>

Hugh
Kudos1 Stats

Re: Purchasing issues

I forgot to add that the same applies for the online backup space for Norton 360.

Kudos0

Re: Purchasing issues

I am a new member of the forum.  How do I send you the information requested privately?

Kudos0

Re: Purchasing issues


wwelty wrote:

I forgot to add that the same applies for the online backup space for Norton 360.



Ah so if I am using N 360 Standard with 2GB of Online and want to add 25GB I can just bag one (or more?) of those NortonOnLIne 25GB Backup deals for $9.99 and use that with N 360?

That's what hasn't been clear to me anyway ....

Hugh
Kudos0

Re: Purchasing issues


stlucia wrote:

I am a new member of the forum.  How do I send you the information requested privately?


If you click on wwewlty's name where it shows in red on one of his messages that will bring up a screen about him and on that there is a link over to the right Send this user a private message which you can click on there and it will open up the Private Message Editor for you already addressed to him.

After you do that keep an eye on the  icon up right here alongside Help in yellow and when that icon turns yellow it means there is a Private Message for you .... could be a reply from him or something else altogether! Click on the yellow icon and it will open up the Private Message sytem for you to read replies.

Hugh
Kudos1 Stats

Re: Purchasing issues

You've got it. You can grab one of the promo offerings and expand the storage at a great price. The one item to keep in mind is it will renew at the standard pricing next year. 

huwyngr wrote:


wwelty wrote:

I forgot to add that the same applies for the online backup space for Norton 360.



Ah so if I am using N 360 Standard with 2GB of Online and want to add 25GB I can just bag one (or more?) of those NortonOnLIne 25GB Backup deals for $9.99 and use that with N 360?

That's what hasn't been clear to me anyway ....


Kudos0

Re: Purchasing issues

I purchased online backup but have not received an activation code.  Please help!

Kudos0

Re: Purchasing issues

Thank you!

Kudos0

Re: Purchasing issues

Hello stlucia,

Please contact Tier 1 support for assistance on this issue at https://www.norton.com/chat.

Also for future reference its always best to create a new message instead of posting to existing ones if the topic does not pertain to the overall discussion thread.


stlucia wrote:

I purchased online backup but have not received an activation code.  Please help!


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