NIS - IMO - As good as any, but purchasing became an Ordeal

In my opinion, Norton Internet Security is as good or better
than anything else on the market today, however, my
attempt to purchase a new license became a time consuming
ordeal.

My “only” agenda is making this incident known to whoever may care.
The length of this text reflects the large amount of time spent on this issue.

Depending on circumstance, resolving billing issues can be so time consuming, that
many busy and affluent people will often accept a charge under $100.00 regardless
of  the fact the  product was never received.

Please don’t reply pointing out all this was my fault.
Customer support has already made that clear.            

Some information in this long accounting of what happened is blocked out to protect

both side of this issue.

Date: Saturday August 8, 2015 8:35 PM EST        

To Whom it may concern.

Dear Sir or Madam;
This FYI. your records -  and - Too further the issue brought to the attention of
Customer Service Representatives (CSR) at Customer support on August 3, 2015.

There has been a complete disconnect between Norton Customer service and the me, the Customer. I have been as clear, honest  and concise

as possible with the facts as they happened.
Case ID        xxxxxxxx
Email address: xxxxxxx@xxxxxx.com
Tel Number:    xxx-xxx-xxxx

To date, I have not received the License key that went on my credit card Aug. 2 nor have I received the refund promised on Aug 4.

On Aug 2, 2015 - I attempted to purchased a new Norton Security License at the Norton eStore. The charge of $ 56.49 went on my credit card

almost immediately but the email with a  license key and/or other information regarding the transaction  did not arrive.

Next evening On Aug 3, 2015 I contacted Norton Customer Support and discussed with  a Norton Customer Representatives. (CSR) after
2 long stays in the Que.
The two CSR’s involved could not find a record of the purchase I made on  Aug 2, 2015. They would not accept the Credit Card Company’s

purchase conf. # XXXXXX  that I offered as proof of purchase.
Following,  is the charge information from my credit card statement.
Some numbers changed to x
Aug 04, 2015     Norton *NPxxxxxxxx81 NORTON.COM     56.49
    
On August 4, 2015 at 5:30 PM - A Norton Support person contacted
me by telephone. The Number the caller used was 1-800-xxx-xxxx
Although difficult to understand, I think the Norton CSR  said.
“This call is a follow up regarding case ID-xxxxxxxx.”
He seemed to be assuring  this would soon be resolved, stating “Norton does not charge for product(s) not shipped.”

Because I was charged and the Norton Security  license key I ordered  
was “NOT” shipped ( sent ) -  I assumed Norton’s intention  was to issue a refund  to my credit card.

On Aug. 6, 2015 at 5:15 PM EST    -  I received another call from a Norton CSR.  I’m not sure why, because he did not volunteer any

information that I could understand .
After a brief pause,  I asked again,  that he initiate the refund  to my credit card in the amount I was charged.
 He said “Thank you for choosing Norton.” then terminated the call.  
I could clearly understand his last sentence.
        
As of August 8, 2015 (6:00 pm est ) the refund was still not  on my credit card statement, so I contacted Customer service again
using live chat at the Norton web site.

Upon making contact, The CSR said he/she read the case and that no purchase information was found. The CSR then wrote, the error was at

my end, but did not say why or how.
Next, the CSR wrote “Do you want a refund?”
I said “yes.”
The  Norton CSR then replied that  I would get a refund
in 6 to 8 working days.

Although I consider Norton Internet Security to be a very fine product
this issue caused me to lose all confidence in the CSR’s at Norton’s Customer Service.

I discovered perhaps how/why all this happened.
It appears to be the users acceptance of mandatory renewal in the license agreement.
Although I reluctantly agreed to the license terms, it was not sufficient to permit a
license key to be sent but enough to allow the charge.

Best regards
pkw