I have seen a previous post reporting the same problem as above. The reply to the post was to say that you can not install NAV 12 over a previous version (NAV 11) installed on your machine. The reply stated that, instead, you must extend the NAV 11 subscription for a year. I could not find this alternative (extentding the subscription for one year) available on the Norton web site after extensive serching. So, I purchsed the new version (NAV 12) and found that it would not install, inspite of getting an "installation success" message. Now, I cannot figure out how to contact Customer Service to pursue a refund. Can anybody help with a strategey designed to get a hold of Norton Customer Service? I've email three times over three weeks and never received a single reply or confirmation that they recieved my email (yes I have added their address to my spam blocker). VERY FRUSTRATED!!
You definitely needed a subscription renewal. Sorry it was difficult to locate via the web site. Generally the in-app renewal takes you to the right page, and is the faster way to renew, instead of trying to find it yourself in the online store.
Unfortunately, as you discovered, and the other post mentioned, you can't use new product activation keys to renew existing subscriptions. Perhaps Symantec will change this in the future to make it easier for end-users to extend their protection.
In the meantime, I'd recommend using live chat or phone support to get a refund. It's much faster than trying to handle it via email. You'll find contact details at the support site.
Hope that helps!
Hi JBonnar,
I'm working on getting you connected to the right people. Hang in there!
And thanks for your support.
David