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Kudos1 Stats

Symantec Lifelock Merger Customer Conundrum

My wife and I have been with Symantec & Lifelock for several years and learned of the merger.  I upgraded this past summer to Norton Core with Security Plus and am interested in bundling my plans.  

Currently:
Norton Core with Security Plus subscription renews on 11Oct2018.  
LIFELOCK ULTIMATE PLUS™ for me renews $269.89 on 11Feb2018.
LIFELOCK ULTIMATE PLUS™ for my wife renews $296.90 on 19Jun2018.

I've been on the telephone with three representatives from Symantec/Norton and Lifelock this morning. My first telephone call was with Quaim and he gave me Case no: ########.   A chat session with Aashi , reference number ###### result was "...we have different teams handling issues for Norton Core and Life lock. I am not trained for these issues else I would have definitely helped you."  Aashi gave me telephone numbers  with whom I've already spoken, separate dedicated teams for Norton Core related issues [855-966-7866] and LifeLock support [844-504-7101].

The merger of security services sounds most sensible, but, to borrow an idiom, seems to leave customers in the cold.  No plan to cover an obviously large number of families already members of both Symantec/Norton & Lifelock with clear options for our merging with you.

My last telephone conversation result was that in order to bundle, I'd need to cancel subscriptions and re-start or wait for one to expire, cancel the others and then re-start all subsciptions.  I could not transfer Lifelock into Norton and receive subscriptions credits for the remaining time on the current subsciptions.  The bottom line is which is most economical for me.

Your Lifelock/Symentec representives were most polite and I clearly sense their desire to assist families, but they were not prepared adequately for this merger and deserved better merger support...whcih is another manner of stating your customers' families need better.

This a problem which needs to be addressed at a higher level.  My family is just one of many.  What do you recommend?

Labels: Order Status

Respostas

Kudos0

Re: Symantec Lifelock Merger Customer Conundrum

The joining of Lifelock and Symantec is a fairly recent event. As you were told, the Norton products and Lifelock are still different business units within the Symantec family. So their support systems are going to be separate for a while. They may join up at some time, but it will probably not be in the immediate future.

Things happen. Export/Backup your Norton Password Manager data.
Kudos0

Re: Symantec Lifelock Merger Customer Conundrum

So if you have a LifeLock subscription and Norton Identity Protection and Security Premium, these are all different and there is no overlap?

What am I missing?

And so, LifeLock doesn't know anything about Norton and vice versa?

Please explain?

Kudos0

Re: Symantec Lifelock Merger Customer Conundrum

Hello wessontb

Welcome to the Norton Community Forum

Although they are all owned by Symantec, this Forum is just for the Norton products for the home.We can help with your Norton Security protection for your computer. We have absolutely nothing to do with LifeLock at this time.

It looks like there is something new. I have found this link that does seem to tie the 2 programs together, but I would suggest calling up customer Support. It is something new, so I don't know how familiar Customer Support will be You can have a look at this link for some information.

https://support.norton.com/sp/en/us/home/current/info It might be if you start all of the programs at the same time. This is just a guess. You can try our Customer Support and see if they have any further information.

www.norton.com/contactcs 

Have a Nice Day and

Thanks.

Success always occurs in private and failure in full view. Windows 7 Pro 64 bit NSBU 22.17.0.183 Core Firmware 282 I E 11 Chrome latest version.
Kudos0

Re: Symantec Lifelock Merger Customer Conundrum

wessontb:

So if you have a LifeLock subscription and Norton Identity Protection and Security Premium, these are all different and there is no overlap?

What am I missing?

And so, LifeLock doesn't know anything about Norton and vice versa?

Please explain?

LifeLock and Norton Identity Protection, (this is not Norton Identity Safe), are credit monitoring services. Norton Security Premium is a security software package that you install on your devices to protect you from malware attacks. 

So although there may be some overlap between the offerings of Norton Identity Protection and LifeLock, as noted they are different business units. In large corporations, the different business units are separated for business purposes, and usually have no interconnection for the day to day operations. If they were to be connected, they would not have been set up as separate entities.

There is nothing saying this won't change some time in the future. But as the merger was only completed last year, you might not see any changes in the near future.

Things happen. Export/Backup your Norton Password Manager data.
Kudos0

Re: Symantec Lifelock Merger Customer Conundrum

Hello floplot

Thank you for your time.

It seems that there is no solution at this time for those of us who have both Norton subscriptions and LifeLock subscriptions.

Symantic / Norton I guess has not really thought this through or isn't saying.

With all the smart people working for Norton you would think this would be fairly simple to do. 

LifeLock could just be another part of Identity Protection with a link in the Identity pull-down that includes LifeLock if they wanted to keep the same name.

Just saying!!

Regards

Kudos0

Re: Symantec Lifelock Merger Customer Conundrum

Hello

We don't work for Norton/Symantec.. We are here to try and help other Norton customers with their Norton products which they put in their computers and similar devices.

Have a Good Night and

Thanks.

Success always occurs in private and failure in full view. Windows 7 Pro 64 bit NSBU 22.17.0.183 Core Firmware 282 I E 11 Chrome latest version.

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