Renewing a subscription with Norton

Let me tell you my story about trying to renew a subscription with Norton. First without notification Norton reviewed me at one price. I asked them to credit it off my bill and they accommodated me. I did this because every year they try to renew at a higher price and then onc ei refuse they offer a discounted price. Why not treat long term customers with the discounted offer up front as a reward for loyalty? So I received their email to renew at the discounted price and when I select renew now, it defaults back to the higher price. this is not right and probably not legal. So I figure it must be a mistake and this is where the fun really begins. I call Norton Customer Service and Support and I speak with an agent that speaks broken english and is in the Phillipines. I asked kindly to be transferred to a US representative and she tells me that she cannot do that. After a long discussion of my problem she advises she cannot honor the discounted price only a higher price. She seemed unsure of herself so I thnaked her and hung up. I then called again hoping to get a US rep, again I was transferred to someone in the Phillipines and they advised they could not transfer me to a US rep, this was after verifying who I was a second time and explaining everything a second time. It appears they do nothing to document the calls so the next person knows what has gone on. The rep finally tells me he would give me a US direct line. I hung up and called the number he gave me this time I was transferred to India. I again asked nicely for a US representative and was told they cannot transfer me to a US representative. I asked so I am contracted with a US compnay but I am not allowed to be transferred to a US representative. They confirmed this. Everything I have been through there is proof of as they record the calls. So I agreed to try again with this rep. Once I verified everything all over again and told my story, the rep said I had to send him a copy of the email that offered the discounted price. I complied and he went somewhere to get approval came back and told me he would honor the discounted price. He then went to charge my Paypal account and we were somehow disconnected. This was not his fault. I had a case number so I called back again and spoke with another gentleman from India, asked fo ra US rep and he said no, then proceeded to verify who I was and took the case number. You would think there would be documentation of everything that had proceeded this call, however he said it was not documented and he would have to get approval to honor the price. Again I was put on hold, he was able to get approval and proceeded to tell me I could not pay by Paypal and would have to do the renewal by credit card. Then he transferred me to an automated machine to give my credit card information. After telling the machine everything he preceded to tell me credit card was not good. I told him he was wrong and he told me to go to my laptop and update my billing information in my Norton profile. Magically now my credit card was good. I then asked if he could give me the Corporate Office mailing address so I could send a consumer complaint letter. He advised they dont know that address. I asked him after we finished the renewal if he could transfer me to a supervisor so I could get an answer. We completed the renewal. I then spoke with his supervisor / manager and had to explain everything over again. I then asked him to provide the Corporate address so I could send a letter to consumer complaints and he said "I am not allowed to provide corporate information." He then gave me the link to this community posting site. This is the reason my consumer complaint is being posted here. I could not get the information to submit this privately. To summarize, after an hour and a half on the phone, a US company that I contract with for some 15 years only answers their calls in foreign countries that will not provide contact information for US customers that have a complaint. They send out discount offers on emails that when you renew at the promoted price it defaults to the higher price. It is beyond me that a company that has such a superior product has forgotten the one thing that makes any business, the customer. The customer should be treated like a king, because they are the reason a company is successful. If I treated my customers like I was treated I would lose my customers. None of my requests were unreasonable, yet I could not get answers. My time like everyone's comes at a cost and they are not spending well. What should have been a 5 minute phone call took an hour and a half. If they kept records of what they send to customers I would not have had to prove they made me this offer, if they documented calls you could pick up where you left off if you get disconnected. At the end of the day if Norton had provided superior customer service the time spent would be less and they would have saved money and then maybe had jobs for US citizens that demand a higher pay then the labor in foreign countries. Please try to match your customer service to the superior service your product provides. Time is money, even your customers, don't keep them on the phone for an hour and a half. I would also suggest transparency , as this post would have come to you in a letter and not been posted on a community posting board. Maybe have one of your executives give me a call and I can give them some hints on how to treat customers, I am more than willing. Thanks for listening.