I currently have Norton 360 (3 license version) running on PCs in my home, on Saturday 19th March one of my PCs (running Windows 10) which was running N360 fine and was still reporting 160 days (approx) remaining, plus has been powered on with internet connectivity since Thursday night 17th March, suddenly overnight into Sunday morning (20th March) is now reporting my Trial has expired and I need to renew. When I tried to activate it, after trying to activate and saying "Finishing" on the activation bar, it reported Server unavailable - we are trying to fix the issue or something, and has (-500) in brackets.
First I did a complete uninstall, rebooted and re-installed - no difference.
Next I tried same again but this time used Nortons own removal tool, after uninstalling normally to clear any registry issues, then reinstalled - no effect.
Finally I raised a support ticket with the chat / web site Sunday, the Indian support agent established a remote session and spent over 1-2 hours with his tools trying to fix this, running scripts, constant reboots on my PC and resetting the product activation date. He confirmed my product still has until 28th August 2016 to run. My Sony laptop using another of my free licenses was fine and working perfectly, it is registered correctly and activated fine.
Eventually the support member admitted defeat, he told me he had escalated this to a senior analyst and I would be contacted in 24-48hours. I confirmed my mobile number with him, he promised I would be called or contacted and this would be resolved.
Today at the time of writing this, its Wednesday 23rd March (11pm) - now 3 days (72 hours) later - just entering into my fourth day (towards 96 hours) and I have not received any emails or calls, even if they had trouble calling me I would at least expect an email. I do understand that agents are busy and support is probably more limited Sunday, however it has now been 3 working days.
Finally after those 3 working days with no communication, I am afraid I could not leave this PC unprotected and had to opt for purchasing another security software which works fine, the license that was in use for this one has been released and has now been allocated to my netbook - which also has worked fine.
It is not my router and my PC has been systemically purged by the engineer on DNS and cache, temp files and all sorts but failed to get this issue fixed.
I would like to know why my case has been left so long and no action or call back has taken place, I have used Norton 360 since 2008, and never had to rely on web sessions or support and the first time I use this I get abysmal service!!
Please can this be escalated urgently and an explanation given, if you need the case number I can happily oblige.
Chris King