I was just charged $84.79 for automatic renewal for Norton 360. Equiv price on website is $59.99. I am VERY ANGRY that Symantec would GOUGE existing customers and not give them the best/fair pricing. I contacted customer support, and I cut/pasted the dialog below. Norton lost a customer.
You are now chatting with Edzon.
Edzon: Hi. Welcome to Norton Support
Edzon: I can see that you were charged automatic renewal
Dan Schmidt: I was charged for automatic subscription renewal to Norton 360. Charge was for $84.79 under transaction number: APxxxxxxxxxxx. I would like a refund.
Edzon: Hello Dan
Edzon: Let me check Dan
Edzon: I can see that you were charged on the 13th of September
Dan Schmidt: Why is this taking so long? [note: several minutes past]
Edzon: Still processing it Dan
Edzon: Refund will take 2 - 5 business days
Edzon: Case number is xxxxxxxxxx
Edzon: Is there anything else?
Dan Schmidt: Yes.
Edzon: What is it Dan?
Dan Schmidt: Can you tell me why I can purchase an equivalent renewal on your website for $59.99?
Edzon: Let me check
Edzon: It depends if Norton offers it now
Dan Schmidt: http://us.norton.com/upgrade-center/promo?trf_id=symcom&inid=us_hho_navbar_upgrade_to_center
Edzon: You can purchase it from there Dan
Dan Schmidt: I know. So a loyal customer like me is charged $84.79. It requires my own intervention to identify that I only need to pay $59.99.
Dan Schmidt: Why?
Edzon: Dan the usual price of Norton today is the price that you were charged automatically
Edzon: But you have an option if there is a promotional offer
Edzon: You can purchase it online
Dan Schmidt: Edzon, I'm sorry but you do not seem to understand. You should have given me the $59.99 price in the automatic renewal. If I hadn't taken the time to search your website, I would not have known about the reduced price. This is very poor customer service. Even worse, you do not seem to even acknowledge the error.
Edzon: Dan as much as I want to give you information about auto renewal price
Edzon: The auto renewal price comes from the recent price of the product even though it show $59.99 on the website. That is why you can purchase it online for much cheaper price because of the promotion
Edzon: If you want you can contact our support number so they can assist you for that
Dan Schmidt: This is a very good example of how NOT to treat your customers. It is the reason I will switch to a different product. I will cut/paste this session, and I will be sure that others on forums and facebook, etc. understand how Symantec is treating their existing customers. Unfair