My account for Norton AntiVirus was supposed to be automatically renewed on May 26, 2010. It actually expires June 10, 2010. When I didn’t get a confirmation email, I logged into my account, and discovered the wrong expiration date on my credit card. One reason I don’t normally use automatic renewals. I fixed it on May 28. On May 30, I get an email telling me to update my billing information. It has now been 4 days since I updated the info, and two days since I got another email telling me to update the info. I’ve only got 9 days left till the expiration date Why is this so complicated? Why does your system not recognize the correction I made, and accept the payment?
wingspar - Have you tried using the On-line "Live Chat" support option? Most of the post I've read, people have a positive feedback for the "Live Chat". Try using this Chat link. Hope it works..
Gary --
Yes as suggested please contact Customer Support since they have the tools to sort things like this out:
To contact customer support Click on this link and work on from there.
You can choose CHAT or Email; phone may have a long wait time and feedback from users tells us that CHAT is by far the best at resolving problems.
Note that that link is to the USA/CAN website so if you are located elsewhere I'm sure you will be able to find the equivalent location on your local Symantec website; some pages have a link at the top right where you can select the country you are located in.
Sorry for the delay in responding. I just didn’t have the time to deal with it till this morning. I used the “Chat” feature this morning, and have it all taken care of.
The “Automatic Renewal” system leaves a lot to be desired. Credit cards expire every other year, so the expiration date for the card on file expires, and the auto renewal can’t take place, and you have no choice but to go thru what I went thru. Frustrating to say the least. The technician told me I would probably keep getting a notice via email to update my info, even tho I did that days ago, and renewed my subscription this morning. Still a few bugs in that system. One should be given the choice as to whether they want to renew automatically or not. The default is Auto Renewal. With that turned off, I would never have to go thru this again. One just has to remember to go and turn Auto Renewal off when they renew, then just get an email when it is time to renew, and just go do it, and not have to go thru this. Yes. There is a bug in that system.
Hello wingspar
If you go into www.mynortonaccount.com and remove your credit card information, then they can not automaticaly renew your subscription. When it gets close to renewal time, your program will remind you that your subscription will be up in 30 days. At that time, you can shop around for a cheaper version or go thru the program or Symantec website to get a new subscription.
floplot wrote:Hello wingspar
If you go into www.mynortonaccount.com and remove your credit card information, then they can not automaticaly renew your subscription. When it gets close to renewal time, your program will remind you that your subscription will be up in 30 days. At that time, you can shop around for a cheaper version or go thru the program or Symantec website to get a new subscription.
I will probably do that, tho the card will still be good next year, so I might leave it alone. The expiration date will change before the year after next, and the default that Norton puts in there when you upgrade is “Auto Renewal”. By that time, I will have forgotten all about this, and will be going thru this again in two years. It seems like I went thru this two years ago now that I’ve had time to think about it. Norton should not make Automatic Renewal the default when one renews. Make the choice of Auto Renew or not up front at renewal time, and this problem would go away for probably thousands of customers, and probably a lot of time and money saved for Norton in less time spent with customers and this problem. My two cents.
Hello wingspar
From my experience of buying various products for my computer online, I have noticed if you pay for the product with a credit card, they keep it on auto-renewal unless you tell them otherwise. Just remember that many times you can find the product cheaper at other locations and it is ok to do that also. Perhaps things will change though in 2 years time when your renewal comes up again.
Some places give you the option of keeping the credit card info up front. Others do not. I always say no when I’m given the option.
Hi Gary,
I would like to welcome you to the Norton Community.
Personally I would recommend not doing the auto-renewal thing. As Floplot says sometimes you can get the program cheaper elsewhere. And if you do choose to renew directly through Symantec NIS will always remind you when you are nearing the end of your subscription whereupon you can choose Express Renewal directly from the program.
Allen
Where would one renew cheaper than thru Norton? I didn’t even know you could do that?
Hello wingspar
You can check stores that sell computer programs or legal online sites. You can even find sometimes the previous year's version and get that one on sale and cheaper. If you want to upgrade for instance to NIS 2010 and you find a cheap version of NIS 2009, you can buy that boxed version and download the latest NIS 2010 version and just use the key from the 2009 version to activate your 2010 version. It's perfectly ok to do this. Check your local stores or places online and sometimes you can find cheaper versions.
Moved to own thread for better exposure.