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Norton Utilities PremiumService: Disabled

Envoyé le: 2022-12-27 | 05:22 · 11 Replies · · Traduction:

As a "Loyal" Subscriber to Norton 360 Platinum I was given a subscription free for Norton Utilities Premium. This was due to expire in 2050.

I was disappointed and annoyed when I found the free subscription "Disabled" and was required to reactivate. The steps to achieve this were followed a number of times and was unsuccessful.

On looking at various Forum entries, it would appear this issue is ongoing and some months old without explanation, apology or solution.

It appears Norton is reneging on its offer to reward loyalty and expects another fat subscription fee to "upgrade" to a newer version.

Having just paid to extend  my 360 subscription at full price, I consider this unfair. This being so, as no warning or discussion has been allowed.

So much for Loyalty.

May I suggest immediate "Re- enablement" of my subscription for Norton Utilities Premium along with the same action for other so effected users? An apology would also be appropriate!

Thématiques: Subscription, Manage Licence

Réponses

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Re: Norton Utilities PremiumService: Disabled

Envoyé le: 2022-12-28 | 06:50 · Permalien

I would not say they reneged on the offer, but they did discontinue the offer of the 'free' Norton Utilities Premium, NUP, some time ago. And as you noted, there was no announcement about this. But to be fair, there was never an announcement when the bonus was offered.

If you are not satisfied with this change, and your renewal was done recently, you can always request a refund and make some other, more economical, arrangements for your security. To request a refund see this Norton Support page.    https://support.norton.com/sp/en/us/home/current/autorenew?inid=communit...

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Re: Norton Utilities PremiumService: Disabled

Envoyé le: 2022-12-28 | 17:52 · Permalien

Thank you for the initial comment here - Terrible notification for this.  To make it worse, i won't even let me purchase it now.  not sure why.  Installer starts, (re) downloads everything and then just Poof - goes away. 

Very disappointed.

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Re: Norton Utilities PremiumService: Disabled

Envoyé le: 2022-12-28 | 18:04 · Permalien

The Norton Utilities Premium has been discontinued which could explain why you cannot purchase it now. It has been replaced by Norton Utilities Ultimate.

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Re: Norton Utilities PremiumService: Disabled

Envoyé le: 2022-12-29 | 06:32 · Permalien

Still does not explain the lack of apology or common courtesy in reply from Norton to this thread, let alone the matter in hand.

I question further renewal of subscriptions to a company that behaves in this fashion.

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Re: Norton Utilities PremiumService: Disabled

Envoyé le: 2022-12-29 | 09:55 · Permalien

Most forum members here are just users like you, and would not have any access to that kind of decision making information.

I think you will find in the terms and conditions of all products, that the developer reserves the right to add or remove features at any time.

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Re: Norton Utilities PremiumService: Disabled

Envoyé le: 2022-12-29 | 13:50 · Permalien

So how does Norton get to hear of this?
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Re: Norton Utilities PremiumService: Disabled

Envoyé le: 2022-12-29 | 15:59 · Édité: 2022-12-29 | 16:15 · Permalien

I spent some time in chat with a customer service supervisor today concerning the sudden unannounced discontinuation of Norton Utilities Premium.  That person told me in chat, word-for-word, the same thing that peterweb stated above; "But to be fair, there was never an announcement when the bonus was offered."  Before saying that, they acknowledged that they cut off Utilities Premium with no warning whatsoever and finished it with the above quote.

What I can say in response is this:

What kind of a lame response is that?  Any company that treats its customers like they just did deserves to lose as many customers as they upset --- and they have upset a lot.  How do you trust anyone once they have ripped one of your security tools right out of your hand with no warning whatsoever --- after they told you to begin with that as long as you maintain your auto-renew status, you can continue to use this tool?  You can't trust them.   If you can't trust them, why would you want to let them handle your security needs?  It would have meant a lot if they had simply provided a reasonable amount of advance notice that they were going to do that, but I received no notice whatsoever before they pulled the plug.  At least I would have had some respect for being given advance notice.  I have no respect at all for the way they handled this.

By the way speaking of security...Norton never fixed the issue that I brought up several years ago.  The context menu that pops up from within the GUI for the file shredder in Norton Utilities Premium has (or should I say 'had') two items labelled 'Shred all items'.  Only the top one would actually shred all items. The lower item that said 'Shred all items' simply restored all items to their previous locations --- without any indication that they had done that.  The fact that a SECURITY COMPANY leaves that issue uncorrected for over TWO YEARS should not give anyone a 'warm, fuzzy feeling' about the competence of their software people.  If they could never correct that simple problem in their GUI, given two years notice, why would anyone give them money for their next version (Norton Utilities Ultimate)?  I certainly won't.

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Re: Norton Utilities PremiumService: Disabled

Envoyé le: 2022-12-30 | 06:31 · Permalien

Not sure if this viewed as solution. Joined the chat line and after negotiating the A.I. I got to speak with real person. After long negotiation I paid towards upgrade to Ultimate for one year and an extension.This now operational and pleasing. Pointed out that price of Norton 360 auto renewal was a disincentive as new subscriptions are cheaper via magazines such as PC Pro [£20 for 2 years) Suggested they should look at realistic incentives to maintain running subscriptions. Not holding breath! Will monitor through next 12 months and decide how I will progress. Norton 360 and N.U. Ultimate seem convenient and presently work well
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Re: Norton Utilities PremiumService: Disabled

Envoyé le: 2022-12-30 | 13:15 · Permalien

Note ultimate is not a complete item. Smart scan suggests further purchases for a complete fix! For a price of course. Yes another subscription!
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Re: Norton Utilities PremiumService: Disabled

Envoyé le: 2023-01-11 | 22:49 · Permalien

Hello TDW, the reason you have issues I think, is your like me and had it for a long time. Well they were hacked I believe and perpetrators were imitating Norton, so they in turn changed their policies and TOS. They tried to get me to do it but I’m intending on pursuing other avenues. I see you’re probably in another country, but I recommend that you reach out to your countries, commerce department, and keep updating the community on how they are flat out, trying to refuse your services. Make sure you save any emails. I have three emails from them, stating that they would refund me my money, and as of this date, that money has not hit my account, with that being said, my payment information was not up-to-date, but they still somehow managed to figure it out. And it states in their official policy that’s online, that they will use third-party vendors to get your banking information and auto debit you. Don’t let them keep selling your services that you don’t need, because the old Norton would give you all of these functions for one price, but ever since they got hacked, and fake people try to scam you using the Norton logo, so look closely at where the email comes from. Also, they play by a different set of rules now.
Pièce Jointe: 
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Re: Norton Utilities PremiumService: Disabled

Envoyé le: 2023-01-12 | 12:53 · Permalien

Where is my Refund CLASS ACTION TIME:
Hello TDW, the reason you have issues I think, is your like me and had it for a long time. Well they were hacked I believe and perpetrators were imitating Norton, so they in turn changed their policies and TOS. They tried to get me to do it but I’m intending on pursuing other avenues. I see you’re probably in another country, but I recommend that you reach out to your countries, commerce department, and keep updating the community on how they are flat out, trying to refuse your services. Make sure you save any emails. I have three emails from them, stating that they would refund me my money, and as of this date, that money has not hit my account, with that being said, my payment information was not up-to-date, but they still somehow managed to figure it out. And it states in their official policy that’s online, that they will use third-party vendors to get your banking information and auto debit you. Don’t let them keep selling your services that you don’t need, because the old Norton would give you all of these functions for one price, but ever since they got hacked, and fake people try to scam you using the Norton logo, so look closely at where the email comes from. Also, they play by a different set of rules now.

If you are referring to the scam emails being sent to your inbox, these have nothing to do with anyone being hacked. Scammers send email supposedly from Norton, McAfee, Microsoft etc,  are sent out blindly to email addresses gathered from the dark web. The high profile companies they pretend to be makes it a good chance that the recipient will have that product on their computer, so it looks legit. I have received many offers or 'receipts' from "McAfee" and I have never had a McAfee product on any of my systems.

You can always verify the legitimacy of a Norton email by checking the sender email address against this information.   Is this email from Norton legitimate?

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