Dear Norton Support Team,
let me introduce, my name Vladimir and I am Norton customer already more than 7 years (I have purchased Norton for 5 devices), now I need to renew my subscription for two out of 5 PC again. But what I have found and that fact really upset me -- that Norton purchase price conditions better for new customers that for old one renewal?
This is in my personal Norton cabinet, mentioned like “Special Deal” -- really?: https://buy.norton.com/estore/mgt/mf/managementLandingPage
this is on open web for new customer http://us.norton.com/products?lg=en&ct=US
Fot house who have simple math ability it looks like mislead but not special deal for old customer renewal.
Another subject: Norton have very unusual retention policy, in my case all Norton customer care & retention program is:
- “Please pay!, your subscription is finished! OR
- “Your credit card is expired, we can not charge you automatically”
that is it, already during many years. I did not receive any small reward or even simple "THANK YOU" letter during all stay with Norton company…. may be I am too small and not loyal to Norton customer?
Regarding support: This is first time I have try Norton support, and I respectfully request Norton for the following:
- Please, enlarge customer field for description more than 255 characters, it is not enough for non standard questions
2. Please, instruct Norton support not to finish chat session until customer confirm it, in my case number: [Removed] when I type another chat message support person simply finished session without any notice, by “English Style” – even don’t say goodbye!
3. Please give to customer e-mail for contact and not only phone or chat, I have to use forum to deliver my clear message.
I like Norton product very much and I will purchase it anyway even I have to pay more, than new customer. But in nearest future when SAAS business will face more strong competition I will be in potential CHURN - Norton marketing director, if this position really exists in company, should know for sure what it means.
Thank you.