I have been a long time supporter of Norton Products and had norton antivirus on my machines for several years
Two years ago, July 09, I decided to upgrade my protection and purchased Norton 360 from a brick and tile store. I installed it OK. In January 10 my amex card was zapped by Norton's for the old product update. In July 10 my amex was zapped for the 360 renewal. In Jan 11 my amex was zapped for the old product renewal.
I know it sounds stupid but my wife pays the amex bills and thought it was OK
Two months ago I got sick of my machine running slow and decided to uninstall Nortons and go with a different product.
I get a notification my 360 is to be renewed and I logged on to cancel the renewal, I couldn't do it but the helpful folks at the 0800 phone could. However I now want a refund for the two times my card was zapped for the old product! Are they helpful....NO...
Norton owes me and have not called me back as they promised the would.
What am I supposed to do now??????
Phil
I have been a long time supporter of Norton Products and had norton antivirus on my machines for several years
Two years ago, July 09, I decided to upgrade my protection and purchased Norton 360 from a brick and tile store. I installed it OK. In January 10 my amex card was zapped by Norton's for the old product update. In July 10 my amex was zapped for the 360 renewal. In Jan 11 my amex was zapped for the old product renewal.
I know it sounds stupid but my wife pays the amex bills and thought it was OK
Two months ago I got sick of my machine running slow and decided to uninstall Nortons and go with a different product.
I get a notification my 360 is to be renewed and I logged on to cancel the renewal, I couldn't do it but the helpful folks at the 0800 phone could. However I now want a refund for the two times my card was zapped for the old product! Are they helpful....NO...
Norton owes me and have not called me back as they promised the would.
What am I supposed to do now??????
Phil
still having no joy. Just wasted another hour on the 0800 number waiting for a "supervisor" to handle my complaint - I hung up in the end. It is nteresting to look at a site called http://www.complaintsboard.com and search Norton or Symantic. Seems like I am not the only one. I just wonder over the years how many $000 are being taken off people, albeit unintentionally
Phil,
All we hear about the phone and email fits in with what you say but we get overwhelmingly good feedback on using the online CHAT function that works via your keyboard.
Here's my boilerplate -- I think ignore what I say about if you are not in the USA or Canada since it seems as if no maatter what local website you log onto for your own country when you dig down and register for CHAT it takes you to the US site.
Those guys have a veary good reputation for sorting out subscription problems, activation, loss of subscription days and all that stuff.
To contact customer support Click on this link and work on from there. You may have to scroll down a little to see the SCAN button.
You can choose CHAT or Email; email or phone may have a long wait time and feedback from users tells us that CHAT is by far the best at resolving problems.
Note that that link is to the USA/CAN website so if you are located elsewhere I'm sure you will be able to find the equivalent location on your local Symantec website; some pages have a link at the top right where you can select the country you are located in.
Please let us know how you get on ....
another very interesting link - perhaps they never learn. It is an article in a business magazine from 2009 about how Symantic and McAfee were fined $US750,000 over the auto renewals
http://www.nbr.co.nz/article/symantec-mcafee-fined-us750000-subscription-auto-renewals-103734
OK I have just spent a couple of hours on chat. Both operators I dealt with were courteous and helped as much as they could. However in terms of a refund no they could not help. The issue has now been escalated to the customer relation department and maybe I will hear from them in 24-48 hours. Will keep you post. Sheesh, all over a refund of $120.
Thanks for letting us know how it is going. I hope you can get some acceptable resolution but honestly, as others suggest, it's too long since you missed the automatic charges on your credit cards.
If they offer you to merge the two subscriptions into one longer one, or to refund the most recent, I would take it. There is no reason for the current versions of Norton to bog down any computer unless it is underpowered even by Microsoft's unrealistic standards for Windows. We can help you get the best out of it.
48 hours has passed and no one has bothered to contact us. thanks Hugh for your words but seriously if Nortons remove funds from my accounts without permission, it should be refunded. End of story. The 60 policy is unacceptable and is breaking the law. And from a company that espouses that is it protecting us
Moved to own discussion for better exposure.
philinnz14 wrote:
48 hours has passed and no one has bothered to contact us. thanks Hugh for your words but seriously if Nortons remove funds from my accounts without permission, it should be refunded. End of story. The 60 policy is unacceptable and is breaking the law. And from a company that espouses that is it protecting us
I suspect you will find that when purchasing or renewing on line that there was a box prechecked for Automatic Renewal which needs to be unchecked if you do not want it. I have never encountered an automatic renewal of a product purchased in a store -- bricks and mortar or online -- and delivered to me physically.
I hope it does get resolved in your favor but as said earlier phone and email tend to be slow.
just an update - I have now been contacted and a full refund is being made on the two times my CC was clicked for the redundant Nortons antivirus
Glad to know it worked out OK in the end. Thanks for letting us know.
I myelf am very annoryed at Norton, but for different reasons. If you get no satisfaction from Norton, and if it's not too late, you may try to contact American Express and tell them what had happened, and see if they can straighten out this mess. American Express is my favorite card as they try to work everything out. I like their customer service and other staff. You'll probably get much more satisfaction from them, and no, I do not employed by them, but I have not had one bad experience from them You an also tell them you've tried to contact Norton many times with no satisfaction.
zwoman20 wrote:
I myelf am very annoryed at Norton, but for different reasons.
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If you'd like some help tell us what the problem is.
Then like phil you may end up satisfied with a more than equitable resolution since we are supposed to check our credit card statements especially when automatic renewal is concerned. These systems are run by computers not by humans and you know how reliable computers are!