I’m writing about the disgraceful experience I have had with renewing Norton.
I wanted to purchase a retail version of Norton rather than the renewal price given online. On the 26.10.20 I contacted a Norton online chat representative who recommended Norton 360 Deluxe as it is a direct replacement to the expiring subscription I already have. The case reference is [Removed].
I purchased a retail version of Norton 360 Deluxe and contacted a Norton chat representative on 6.11.20 who claimed the version I had purchased was not a direct replacement for the expiring subscription I already have. Case and complaint reference [Removed].
Having explained I was recommended by a member of staff to buy Norton 360 Deluxe on 26.10.20 I was denied a renewal on the same terms and it was even suggested I would not be given the full 1 year term of the subscription even if Norton had recommended the product to me since no assurances was made on the subscription length. I was left with choice to either renew my existing subscription for half a year which had VPN & cloud backup, or take a full year’s subscription for the newly purchased Norton 360 Deluxe without VPN feature or cloud backup.
I agreed to accept the second option and made a complaint to which I was told this matter would be escalated and a manager would contact me within 48 hours.
48 hours passed and I did not get a phone call instead I was told on 10.11.20 the matter has been closed and didn’t require a manager contact. I insisted on speaking to a manager since I am at a financial loss with having purchased the wrong product on Norton’s recommendation and with an inferior product. I am left with an inferior product without VPN and cloud backup despite these features being as standard with Norton 360 Deluxe – the product I have purchased!
In my telephone call on 10.11.20 I was informed by the telephone representative all my points raised were invalid. Instead he blamed me who assumed I must have purchased the wrong product in spite of the recommendation given to me. Furthermore, he said either way I have benefited since the retail copy I had purchased was cheaper than their online renewal price. Later he attributed the confusion to be with the retailer as my product key was for Norton premium and not for Norton 360 Deluxe?
I have enclosed a copy of the Norton product sleeve which confirms I had brought a year subscription for Norton 360 Deluxe with VPN and cloud backup as standard.
I am fed up with the excuses and being misled by Norton’s incompetent staff. I had asked to speak to the manager and promised a call would be arranged with 48 hours.
I have contacted Norton today 12.11.20 who informed me this matter has been documented as being resolved. A request for another managers call back has been made which I was assure would be within 1-2 hours.
This matter is far from resolved. It is now 96 hours and I have had no contact whatsoever from Norton. I am fed up with being lied to and misled by staffs that have no compassion at all. I am left with an inferior product after being misled by Norton and have incurred a financial loss with buying the wrong product.
If this is not sorted I will be contacting Norton every day and on all forms of social media. I find it a disgrace you can treat a customer like this. I have done nothing wrong apart from following your recommendation and to accept an option is was disadvantageous to me – Norton are liars and can’t be trusted!
I want the full features of Norton 360 Deluxe which I have paid for and not just real time threat protection. I want Norton to compensate me for my financial loss and to put right their mistake.
There's 30 mins left for someone to help me which I'm sure will not materialise.
[Edit: Removed personally identifiable information to conform with the Participation Guidelines and Terms of Service]