How to renew at the advertised price?

I have just spent an hour and a half trying to renew my Norton Internet Security.

 

If I click the renew link in Norton, it takes me to a web page saying that I can renew for £24.99 (attachment page 1).

 

If I click the above link, the renewal is added to my cart - but at a price of £37! (attachment page 2)

 

I spent an hour or so (eventually) with some guy controlling my PC to try and sort this out. Because I do not store my credit card details in my Norton Account, he was unable to apply a "kludge" to manually charge me just the £24.99 ...

 

I was not happy that he asked me to enter my credit card details while he was connected ... and I also did not wish to give him my credit card details over the phone. (I want to choose who I pay and when I pay.)

 

I suggested that they generate a coupon that I could enter into the cart to reduce the price, but he was unable or unwilling to do so.

 

I also feel strongly that this should be dealt with for ALL customers .... Norton are advertising a deal that they are not honouring, which is hardly Legal, Decent and Honest!!!

 

I am sure that this is just a problem with the web site, but it needs to be sorted all the same.

 

Does anyone know who I can contact to raise this as a complaint? I have searched the web site to no avail, and got precious little help from my friend in support regarding this!

Thanks for trying, but that doesn't really answer my question.

 

I click the renew button in Norton, it takes me to a web page saying "renew for £24.99", I click the renew button and a new subscription is added to my basket priced at £37.

 

I am definitely on the Norton site, and I initiated the session with Norton support - who's only answer to the problem would be to manually do the renewal at the promised price (but can't because i don't store my billing details). I'm not impressed with this approach, as it seems to me that they are advertising at one price but charging a higher one.

To be VERY clear, the renew link I initially click is the one within the Norton program ... not one on a web site.

Sorry I can't help you. I've given you the best advice I can based on the experience of other users.

 

Here in the USA we have had reports that asking the OnLine Support to match the lower price results in them doing it.

 

I don't know what you mean about << can't because i don't store my billing details >>


caterhamc wrote:

 

I was not happy that he asked me to enter my credit card details while he was connected ... and I also did not wish to give him my credit card details over the phone. (I want to choose who I pay and when I pay.)

 

As long a you initiated a phone call to make a purchase, you should be safe giving the credit card number. The same should apply to a chat session you initiate.

 

 

I am sure that this is just a problem with the web site, but it needs to be sorted all the same.

 

There are often disconnects between different sections of a web site. The maintainers of the site need to be notified, which you seem to have done in this case.

 !


You should still look at Hugh's suggestion to search reputable dealers for a new copy of your product, which you will probably find at a lower cost. Then wait for a day or two from your subscription expiry and enter the new key into your existing product. No reinstall required.

 

 

 

Thanks huwyngr

 

By "don't store my billing details" I mean that I do not store my credit card details in my Norton account. I don't wish to have automated renewals following several bad experiences with "reputable" companies! (To cut a long story short, my business debit card details were used on several betting web sites despite the fact that I am very careful about security here and only gave my details to 2 well known businesses.)

 

Because of these problems I now prefer not to give my credit card details out to anyone over the phone either, so tend to do business online where my details are less likely to end up in front of a person.

 

When Norton tells me I have 30 days to renew (as it did yesterday), I follow the link from the program to renew and enter my credit card details in the checkout without adding them to my account.

 

I don't understand why it is deemed acceptable that to renew at the price shown on the screen (see the attached PDF in my original post) I should have to contact support at all ... let alone having them insist that I give them control of my PC.

 

If it is known that by contacting support allows you to renew at the price shown on the web site, why on earth hasn't the web site been updated?

 

I am an IT professional and have advised several clients to use Norton this year ... if they have similarly bad experiences when the time comes to renew it reflects badly on me.

 

I suspect that I will end up shopping around as suggested, and will probably go with a different product and change my recommendations accordingly.

 

All in all, very poor service from Symantec.

Caterham,

 

OK I understand what you mean and I don't blame you.

 

Please understand that we here are volunteers who try to help other users with technical problems -- we are not Norton staff (their names are in red) -- but we do get involved in the commercial side too.

 

Yes the website should be perfect but it isn't and it is handled by marketing not by the technical staff who are our channel. We tell them about discrepencies and I know they pass them on but price setting in marketing is a very variable thing as you will know if only from supermarket competitive pricing.

 

If you want to solve the problem of the lower price being reflected on the order form the only way I know is to work with the Norton OnLine Support team and if you don't want to do it by phone we are told by users that the CHAT service is better.

 

Have you used the CHAT service to try to resolve this or was it by phone? If you clarify this I'll pass a message to someone involved in online support.

 

But if you want to resolve the issue of paying a higher price then why not do what most of us do and grab the best price you can get.

 

I really don't see any need to make a big issue of it. Norton has better things to do than try to gyp it's customers out of a few quid but that's up to you?

 

As someone said: Would you rather be right or be happy ? <s>

Caterham,
My update due Norton 360, £64.99 they were gonna charge when on their site was on offer for £29.99…yours, peeved!

I just had a thought looking at your images again.

 

I am not familiar with the VAT rates. How are they calculated? Is it possible the web site is calculating the VAT on the full price?

 

I know this does not solve your problem, but it might explain what is happening.

 

 

 


peterweb wrote:

I just had a thought looking at your images again.

 

I am not familiar with the VAT rates. How are they calculated? Is it possible the web site is calculating the VAT on the full price?

 

I know this does not solve your problem, but it might explain what is happening.

 

 

 


Give that man a Kewpie Doll !

 

I suddenly wondered that a moment ago when answering Micklee in his thread and I've looked closely at Caterham's image and down at the bottom it says VAT Included  and since VAT in the UK is about 20% .......

re-Caterham
VAT even on original price of£49.99 @ 20% =?


Micklee,

 

I take your point ... I didn't do the sums on the price Caterham posted which does not show on the UK website just now when I clicked on Renew / Buy Now.

 

http://uk.norton.com/upgrade-center/promo&trf_id=symcom&inid=gb_NIS_2013_upgrade_renew_to_store 

 

where it shows £39.99

 

It shows the Norton Virus Removal Assurance add on which I've seen here in the USA so I don't know where Caterham got the free Norton AntiTheft his second image shows.

 

capture_12012012_190934.jpg

 

WoW! Where did that extra 10% come from -- they must be evesdropping <g>

 

and then on the Shopping Cart

 

 

capture_12012012_190658.jpg

 

and his page for the estore shopping cart is a little different to mine but maybe that's because I'm coming in from outside the UK. The lower price Caterham saw may have been a very short term special but he should be able to get it through Norton OnLine Support.

I have just spent an hour and a half trying to renew my Norton Internet Security.

 

If I click the renew link in Norton, it takes me to a web page saying that I can renew for £24.99 (attachment page 1).

 

If I click the above link, the renewal is added to my cart - but at a price of £37! (attachment page 2)

 

I spent an hour or so (eventually) with some guy controlling my PC to try and sort this out. Because I do not store my credit card details in my Norton Account, he was unable to apply a "kludge" to manually charge me just the £24.99 ...

 

I was not happy that he asked me to enter my credit card details while he was connected ... and I also did not wish to give him my credit card details over the phone. (I want to choose who I pay and when I pay.)

 

I suggested that they generate a coupon that I could enter into the cart to reduce the price, but he was unable or unwilling to do so.

 

I also feel strongly that this should be dealt with for ALL customers .... Norton are advertising a deal that they are not honouring, which is hardly Legal, Decent and Honest!!!

 

I am sure that this is just a problem with the web site, but it needs to be sorted all the same.

 

Does anyone know who I can contact to raise this as a complaint? I have searched the web site to no avail, and got precious little help from my friend in support regarding this!