"We're changing products..."; "Our software - and our pricing - has changed, since around the beginning of the year..."; "Renewing your current Norton product would put you at great risk!"
Those are but a few quotes from the gal I spoke to on Friday May 1, 2015; at approximately 8 AM. Here is the rest of the story:
I really liked using Norton Internet Security these past 60 days. In fact, I liked it so much that on
April 29, 2015 I clicked on the link that offered to "Renew Current Protection". It gave me several
options to choose from, so I decided to print the page and take some time to decide which option would
be right for me. Then, on Friday May 1, 2015 I decided to make the purchase. My choice was:
Norton Internet Security Subscription Renewal
Protection for up to 3 PC's
1 Year: $29.99
Regular Price: $79.99 A savings of $50.00
I then proceeded to the check-out, to complete the transaction. I filled out the online form, entered
the credit card info and clicked on the "Submit" button. Nothing happened. Against my better judgment,
I clicked it again; still nothing. I decided to use the "Chat" feature, which had lowered itself into view and
was not going away. So, I clicked on it and was soon in a session. I typed my problem on the chat line:
"I am trying to make a purchase, but your system won't let me. I click on the Submit button and nothing
happens." After several minutes of waiting for a response, a representative began typing across the screen.
She asked if I would please enter my name and phone number, so that I could speak with her one-on-one. It
would make it much easier for both of us, she said. I am a pretty terrible typist, not to mention slow, so I
complied. Within a few moments, I got the call. I explained that I was on Day 58, of my 60 day trial of
Norton Internet Security. I told her I had finished entering my personal info and credit card #'s and
was trying to complete the transaction, but I could not get past the "Submit" button. At that point,
she asked me several questions about how I spend my time online, whether I get a lot of spam when checking
my email; etc.. After a few minutes of this, it was obvious that she was trying to up-sell me; I figured
I'd better let her know that I really was not interested in purchasing any more than what was already in
my cart. She was persistent, however and went on to tell me that Norton had recently changed their
software. Since when, I asked? I was under the impression that I was trying out their latest product.
"..since around the beginning of the year" she said.
I told her that I had a printed offer right in front of me - one that specifically stated,
among other things, that I could continue my current protection for $29.99 for 3 PC's! "Well", she said,
"we've changed our programs; if you choose that path, you will be putting yourself at great risk."
The up-sell was now pretty obvious.
Look, I told her, Symantec - not two days ago was advertising on their web sites and that's what
I had decided to accept. All she was doing now was the classic: "Bait-and-Switch"!
I can't speak for the other 49 states, but I can speak for California; it's against
the law. I also told her that, at this time, all I could afford to spend was $29.99 - period! Not that it
is anyone’s business, but I'm on a budget. I explained that, in good faith and after trying
your product, I was ready to make the purchase. She then asked me to open another browser,
which I did, and go to www.norton.com to see the current products and pricing that are offered. I told her that
it didn't matter, because as I mentioned above, on the 29th I followed the link on my desktop to:
http://buy.norton.com/estore/clp/options_stc_d20v1_2p4s_nis3_default
You know, not only is this a
terrible way to conduct business, it is illegal. It is unethical and underhanded and it makes me
ask myself: Why would I now even consider putting my security in your hands? I have tried a great
many products, since the beginning of the year, and I honestly was ready to go with your product. It
is easy to use; very flexible; very powerful and robust - and it uses very little system resources, a
huge plus in my opinion. She started to tell me that many of your "long time" customers are very happy
with - that's when I stopped her.
I told her that the very first Anti Virus Solution I purchased, many years ago, came with another
program that I could not live without: Norton Utilities. I explained that I was very impressed with
the new Anti Virus software and that, when I got hit with the Stoned Virus, I simply called the
Norton offices and the person who answered stayed on the phone with me until he was sure
that it was gone!
"You've certainly heard of Peter Norton, right?" I asked her. "Well, no, I don't think so" was her reply.
I guess I went a bit long. Sorry. Now I am back to square one - and once again, without peace of mind.