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Kudos0

Setting up a previously owned Core. Buyer wants me to take it back.

We purchased the core and used it for about 6 months. It worked great in the house we were living in and then moved to a larger home and had to use a mesh network. We sold our Core on Ebay for less than $50. I wiped it clean or reset it on the app. 2 1/2 months later I get an email through Ebay messages and the person is just now setting it up and it gave them this message "No License Available. We are unable to detect a valid license for this Norton Core on this account" . I told them I would check my account and make sure it wasn't still linked somewhere. I found nothing. I told them they would need to speak to Norton and purchase a subscription to get it working with a new license. Is that correct? That was a week or so ago. Then out of the blue today I get a message that they have spoken to Norton multiple times, they cann't help them and now they want to send it back. Almost 3 months later! I have a hard time believing that with the serial number, etc the Norton support couldn't get them up and running with the purchase of a protection plan. I am not a store or reseller and have a no return policy just because someone can't get it figured out. Any extra advice?

Replies

Kudos0

Re: Setting up a previously owned Core. Buyer wants me to take it back.

Hello sweetpineapple. You are 100% correct. Norton Core DOES require a Norton account with an active subscription to Norton Core Security Plus to function. The new owner MUST have either the Android or iOS app on a cellular device with BLE Bluetooth available. It sounds like the person who purchased your Core expects a free subscription as well. Wanting their cake and eat it too no less. Wiping Core should remove your information. Some basic information is also available at this site for you to pass along to the Core owner.

Edited: If the new Core owner is not in the USA, Australia or New Zealand Core will NOT work.

Cheers

"From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Home / Professional x 64 version 1903 / build 18362.175 / N360 Deluxe 22.17.2.47 / Norton Core v.282 on Android 2.00
Kudos0

Re: Setting up a previously owned Core. Buyer wants me to take it back.

This is what they sent me today. Can I contact norton with this case number? It sounds to me like two people that don’t know what they’re talking about had a conversation and decided to give up. “I have had several contacts with Norton--case number 38852766. Tonight, Suganth with Norton said that they cannot help and that I should get a refund. They used to give exceptions but not anymore. May I send the router back? Thanks.
Kudos0

Re: Setting up a previously owned Core. Buyer wants me to take it back.

You can contact support through chat at this link. That being said the new owners are responsible for getting a subscription and should have done their homework before making the decision of buying. I will ask the Core Admin about getting a subscription for a used Core purchase and post that info back here for you.

Cheers

"From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Home / Professional x 64 version 1903 / build 18362.175 / N360 Deluxe 22.17.2.47 / Norton Core v.282 on Android 2.00
Kudos0

Re: Setting up a previously owned Core. Buyer wants me to take it back.

Thank you for your help. I will try and chat with them tomorrow I guess. As you said though, the buyers should be doing their research instead of me wasting my time.
Kudos0

Re: Setting up a previously owned Core. Buyer wants me to take it back.

Hello sweetpineapple. I'm following up to see how you made out with your issue. I have not received a response from my contact as of today about the purchaser getting a subscription either.

Cheers

"From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Home / Professional x 64 version 1903 / build 18362.175 / N360 Deluxe 22.17.2.47 / Norton Core v.282 on Android 2.00
Kudos0

Re: Setting up a previously owned Core. Buyer wants me to take it back.

Thanks for checking! I actually haven’t had time to chat with them yet because I went out of town this weekend but will try soon.