Here is the email I sent to customer support. It says it all.
I give up. Every year it the same frustrating experience trying to renew my anti virus. After ONE HOUR of my time trying to renew, it finally goes through and you send me a invalid product key. Then a Technician remotely accesses my computer to fix the problem. Here is the B.S. product key you sent me.
Subscription Key/Renewal Code:
After this subscription runs out I'm done with Symantec and their products that are a excercise in wasted time and frustration.
[edit: removed product key. please do not post your product key on the forums]
Also, in addition to the information in the Private Message, try this:
Assuming you have a recent version of the product, click on Express Renewal from the front main user interface, you'll see a window pop up - don't ever the key in that window. Click on the Express Renewal button on that window as well, and then enter the renewal key there.
I thought I used the first field (successfully) recently to switch to a new product key. When would one want to use that first field vs. taking the second step you recommended?
""Assuming you have a recent version of the product, click on Express Renewal from the front main user interface, you'll see a window pop up - don't ever the key in that window. Click on the Express Renewal button on that window as well, and then enter the renewal key there.""
The above statement is why I'm at the end of my rope. I clicked where I was told to click to renew my subscription and it didn't work. It didn't work this year, last year and the year before that. I was told by tech support that "sometimes when the program can't commumicate with the server....."" Yet there is no problem accepting my money for a subscription renewal or with anti virus updates.
I like the Norton anti virus program that I have, I'm just sick and tired of having to jump through hoops of the renewal process. The last thing i want is a tech person having remote access to my computer to fix a problem.
There was no reason to edit out the Product Key in the first post. It was bogus and didn't work anyway.
A copy of the email with the product key has been forwarded as requested.
Since you are using NAV, what firewall are you using? Some firewalls don't work as nicely with NAV and others do. Are you running any other real time security products that may be interfering with that process?
The product key appears to be a correct key. However, I have a feeling that it's being entered in the wrong area. There's a section where you enter in a new product key, and section where you enter the renewal key. If you enter in a key in the wrong area, it'll report back that the key is invalid.
Which version of Norton AntiVirus are you running? Can you go to Help & Support / About to see the version number, and let me know what it is?
If the renewal process would work the way it it supposed to then there would be no reason for me to have to enter anything anywhere. I entered the key where I was "shown" by the program and it didn't work.
I no longer want to be part of the "Norton Automatic Renewal Service". I am told that:
Once you have signed-in to your Norton Account, navigate to the Automatic Renewal page. Uncheck the check box for the Norton product in which you wish to disable Automatic Renewal. Click on the Update button. Turning off the auto-renewal feature may leave you unprotected from dangerous online threats unless you renew your subscription manually. You can renew your subscription manually by following the renewal prompts provided by the product.
I have signed in to my Norton Account and I can not find anyAutomatic Renewal page. There is a Products tab, a Order History tab, and a Profile tab. Where is the Automatic Renewal page?
If you go to profile, billing information and don't have any credit card information listed, then they can't bill you for it and therefore I don't think they wil automatically renew the product.. I have no credit card information listed in my billing section, therefore nothing is automatically renewed. Do you have credit card information listed there?
Unbelievable!!!!! At least I won't have to worry about any money leaving my bank accounrt next year. Too bad the "process" is so messed up, nobody needs this grief.
I seem to remember other people having problems paying by credit card from the UK Is your credit card a debit card? Have you contacted customer support with the free chat service about the problem with the credit card information being accepted?
It's not s debit card, it's a Mastercard. The solution from customer support is to remotely access my computer when I renew my subscription, something I don't want or should need.
I'm away at work for a week, I did send you the info you requested by email. I've had a chance to settle down a bit, you can change the threasd title to "Renewal Frustration" if you want. I really do like the anti virus program and don't want to use anything else.
Here is the email I sent to customer support. It says it all.
I give up. Every year it the same frustrating experience trying to renew my anti virus. After ONE HOUR of my time trying to renew, it finally goes through and you send me a invalid product key. Then a Technician remotely accesses my computer to fix the problem. Here is the B.S. product key you sent me.
Subscription Key/Renewal Code:
After this subscription runs out I'm done with Symantec and their products that are a excercise in wasted time and frustration.
[edit: removed product key. please do not post your product key on the forums]