Norton 360 Upgrade Options

Norton Security | Norton Internet Security
1

I have been using Norton 360 for several years and have been quite happy with the product.

 

Recently , I upgraded to a smart phone and subsequently became aware that Norton 360 multi-device was available. A brief review of the product made it obvious that this product was more suited to my new needs, especially as we anticipate moving my wife to a newer smartphone also.

 

Now the picture starts to sour.

 

I contacted Norton customer support via chat to request an upgrade to the newer, more appropriate product, only to be told that that the "refund period" on my existing Norton 360 subscription has expired. Therefore, I must wait approximately 9 months before changing to Norton 360 multi-device. The gentleman I spoke with was most polite and informative, however his hands were tied by corporate policy.

 

The issue here is policy and how it impacts the customer community.

 

I have not requested a "refund", I have requested an upgrade to a superior, more expensive, more capable level of service. A request which Norton seems unable to satisfy.

 

This leaves me several options. One of which is to obtain the services I need  from a different provider.

 

Norton seems to be really missing the boat here.

 

I can completely understand the policy concerning "refunds", however "upgrades" are a completely seperate, and desireable, category of requests. One indicates customers who wish to leave, while the other indicates customers who desire to stay and increase their commitment to the product line. Denying these requests makes no business sense.

 

This post has two intents;

1. Generate some discussion within the user community over this policy.

2. Attract the attention of someone in management who can initiate a review of/and change this shortsighted policy..

 

Thank you

2

Hi, plas686. I'll see if we can get someone from Symantec to follow up on this.

3

Hi plas686.

 

While waiting to see if there is any response to you post, or F4E's, I thought you might like to know that there is a free version of Norton Mobile Security (NMS) or Norton Security antivirus as it is currently called in Google Play.  This "Lite" version provides much of the cover that the full product does, and so both you and your wife could install that now at no cost.  If you wish to.

4

Hello plas686!

 

Thank you for posting your concerns in the Norton community. I understand that your concern is about our policy not being flexible for our customers who would like to upgrade to a better version.

 

I'm from the Norton support team and will check with my team on the best possible workaround. Please expect a private message from me should I require further information. Appreciate your patience while we're working on this.

 

Thanks!

Venkat

 

 P.S. I understand you're new to the community. For more information on how to access the Private Message, please check the link below.

http://community.norton.com/t5/help/faqpage/faq-category-id/pm#pm

5

Hello @plas686!

 

I've sent a Private Message to you over the community private messenger. Please look out for the Yellow Envelope icon on the right hand top corner of the community page.

 

I've also reached out to your email registered with us. Please check and respond whichever is convenient to you. I look forward to hearing from you and resolving this to your satisfaction.

 

Thanks!

Venkat

6

Hello plas686!

 

Thank you for your patience while we got this squared away for you. If you need any help with the Norton products, you know where to find us :)

 

Venkat