Extended Download Service

Hi, I recently renewed my 360v2 over the phone. When I received the email confirmation I was surprised to see that I had been charged for Extended Download Service ( E.D.S ), without my consent. Annoyed I rang Symantec and cancelled E.D.S and am awaiting a credit card refund of £ 6:91 + tax.

Have I reacted too hastily ,do you pay for it ?

I have read what Symantec say about E.D.S on their website but do not truly understand the implications.

Will I be able to update to V3, and will I ,if I have to, be able to uninstall and reinstall if I have a future problem ?

Thanks in advance for any advice.

Hi J-D,

 

The Extended Download Service allows customers who buy software from the Symantec Store to download this software as many times as needed for one year from the date of purchase. If you have not purchased EDS, you won't be able to download it directly from your order page after 60 days of purchase. You may need to take a backup of the installation fileso that you can use the same if you have to uninstall and reinstall. I don't think that you have renewd the Norton 360 v2 subscription, instead you have purchased Norton 360 3.0. This is because the subscription renewal is a service which don't have any EDS as you don't have to download anything. Since you have charged for EDS, I beleive that you have purchased Norton 360 V3. No need to worry about this EDS. If you are unable to find the download option from your order status page, you can still download the trailware of Norton 360 from Symantec web page and activate it using the Product Key. The most important thing is the Product key from your Order page, through which you can activate Norton 360 after installation.

 

Yogesh

Hi Yogesh , Thanks for the quick reply, the version I have is 2.5.0.5. , I was told that V3 was not available to me at the time ( 5th March ) I still have a few weeks of my old subscription left, my new one is shown with new Product Serial number and a new Product Key number in my Norton Account to run after this one finishes and into 2010.

My Order History page on my A/c is blank

Do you suggest that I run the V3 now or will it just become V3 when the new subscription comes into date.

Hope you understand what I am trying ( badly ) to say

J-D

Hi J-D,

 

Hope you have received the email with order number and password for the latest purchase you have made for Norton 360 V2 renewal. If so, kindly go to this LINK and log into your Order page. Confirm whether it shows Norton 360 Subscription renewal or Norton 360 Upgrade. 


Yes, you can go ahead with upgrading to Norton 360 V3 if you have a valid Product key with subscription. Go to the trailware section in Symantec Web page, download and install Norton 360 3.0 trialware and activate it using the same Product Key of Norton 360 2.0. Otherwise, contact Technical Support (Chat is more preferable) and they will assist you further with upgrading.

 

Yogesh

 

Is N360 v3.0 available outside the US/CAN right now?  This maybe what was referred to earlier; however one can upgrade to the latest version when available with a current valid subscription. (Haven’t stayed too up on N360 as been busy with NIS2009 lately but that’s another story.)

Hi, Thanks for the link Yogesh, I had not seen that page before. It states Your order is not yet complete, click on Download button to install Norton 2.0 Upgrade I have not done this yet. It also shows that I have purchased E.D.S for $ 9:75 no mention of a credit . I am in UK so a little surprised to see this amount in dollars.

Should I download this V2 now or when my first years subs end in a couple of weeks time. Presumably I could then upgrade to V3 then if I wanted to, using the newer Product key that I have been given .

J-D

 

J-D,

 

I think, there is an issue with the your order placement since your order status is showing as "Incomplete". You may not have entered the credit card informations correctly or if your credit balance is not enough. Best thing you can do is to contact the Symantec Customer Services -(Chat is more preferable eventhough you may need to wait for some time in the queue) through this LINK. Inform them regarding your current order status, and either place a new order or complete the current order accordingly. If you are placing new order, make sure that you are not charged twice. They will assit you further with all these.

 

 

dbrisendine,

 

I think, Norton 360 3.0 is also available outside US/Canada but may change according tothe region. Check in Symantec Global Stores Web site, there you can find whether Norton 360 3.0 is available for you or not. You can upgrade to Norton 360 3.0 only if you have a valid Product Key of any of the earlier versions of Norton 360 with subscription. You won't be able to get free upgrade from NIS 2009 to Norton 360 3.0.

 

Yogesh

Message Edited by yogesh_mohan on 03-11-2009 01:09 AM

HI, After reading about the 60 days only of reinstall etc I decided to update to v3 last night, all appears to have gone well. My Subscription status at the bottom of the screen reads , 1 year +.

I still do not understand why my Order Status reads Your order is not complete. It has nothing to do with c/card problems. Time will tell.

J-D

Good to know that you are able to update to Norton 360 3.0. Please mark this thread as SOLVED if you think that all your queries are answered/resolved, as it may be helpful/useful for those who search the forum with a similar problem/doubts in the future.