On 4th June I received an email to say I can get an upgrade to Norton 360 free of charge. I tried to upgrade but it did not work. I phoned customer services and they escalated the problem to level 2. They said they would get back to me as soon as this was resolved. They didn't get back to me. I phoned again on the 6th June and they said they would escalate the problem and get back to me. It's now 11th June and surprise, surprise, they didn't get back to me. They gave me a reference number: xxxxxxxx.
I'm deeply disappointed with their customer service and would like to get this issue sorted.
I received a call from a Norton representative at 3.05 pm today. He asked me if he could access my computer. I explained to him that a) I am at a business meeting and b) I'm away from my computer, but I can drive home in 30 minutes. He said that was fine and he would ring me at 3.35 pm. Like a fool, I believed him and I drove home to take his call. It's now 4.24 pm and no call! I've wasted my valuable time and once again it just proves that this company cannot be trusted and a total waste of time. To anyone considering using Norton, my advice is avoid it like a plague!
Thank you for the explanation, but quite frankly it does not assuage my complete irritation in contacting Norton 3 times, on one occasion having to wait 40 minutes for the phone to be answered and being given all sorts of lame excuses and promises. Legal or marketing has nothing to do with common courtesy. If I am informed by customer services that my issue has been raised to Level 3, the least I would expect is a phone call after 6 days waiting around.
No, this is shoddy Customer Services who are not adequately trained and have no regard for their customers.
Hi Sunil
I've sent you a reply to your private email
Hi @Cooldad175,
I have sent you a private message requesting account information for further investigation. Can you please reply to my private message with requested details?
Unfortunately, marketing and legal do not seem to get along well. Marketing seems to have gotten ahead of whatever department can actually authorize the sale in a specific country, by sending you that email. Looking at the UK site for Norton, there is no mention of the new 360 products. https://uk.norton.com/
So currently, there is nothing you can do about getting the update, as it is not actually available to UK customers yet.
EDIT
In any case, I can purchase Norton 360 in my local PC World
Looking at the web site for PC World UK, I see a Norton 360 Premium offering. That seems to be falling in with a situation we see in the US where this particular subscription is available through a couple of retailers, but it is nowhere to be seen, and is not available on the Norton web site. That is why you can get it from PC World, but Norton cannot see the product themselves. That could explain why the process through Norton is not working yet in the UK.
Again, this seems to be Marketing running the show.
No, I live in the UK. As I say, I received an email saying that as a loyal customer, I can upgrade to the new Norton 360 free of charge.
When I tried to upgrade, the message read ' Unfortunately, we cannot continue with this transaction. Our records show that your subscription is not eligible for this offer.
Norton know full well that I live in the UK as I have been registered with them for a long while, so why should they send me an email if the US is the only country where it's available? In any case, I can purchase Norton 360 in my local PC World
Do you live in the US? Currently that is the only country where the new 360 products are available.
How are you trying to process the update?
What error messages are you getting when you try to upgrade?
Thank you. I really appreciate it.
Hello Cooldad175. I've asked for one of the Admins to assist with this issue.
Cheers