I have contacted multiple offshore help desks who have happily closed help desk tickets while transferring me to lines that have dropped. All I'm trying to go is make a claim on the mobile phone screen replacement. You can't activate on your computer and you app will tell you that you are not valid for the offer. Either way Norton will keep sending you from one offshore help desk to another. The onshore company is not interested in talking to you at all. If this is the level of support its time to find another virus protection company.
Etrade help desk call was resolved in about 10 minutes. This Norton help desk call is into week three. I believe the company needs a serious review of its offshore support model. Its cheap and worthless. Room of outsourced people in the Phillipines, China and India none of whom can really help you and are totally unable to escalate an issue. I am writing this in the faint hope that someone in the US will actually see something and do something.
Whoa..not so fast....If Norton make an offer to me three times that is applicable based on renewing a subscription and no instruction to activate the benefit or even ability to it I have every right to assume that I can access the benefit. If Norton renege on this offer I will cancel the subscription. This is not dealing in good faith with your customers..this is basically being an Indian Giver...offering something and then taking it back. Can you please give me someone to contact in the US? The customer service has been dreadful. I will also complain to Better Business. According to the Indians I spoke to there was a glitch that didn't even allow you to apply for the offer..and yes I could not do so. As I told you from the start...this has been a sham offer. It was set up improperly, it was inappropriately marketed, and there was no viable process put in place to get what was on offer. My finger is on the cancellation button here. As it stands it feels more like Norton is an Indian company, poorly run with a CEO in the states too busy living the good life. You owe it to your customers to up front and honest.
We are both Norton subscribers that have been promised a screen replacement benefit as part of renewing our subscription...in three separate emails. My expectation is that Norton honor that commitment. It appears that Norton outsourced the program to a bunch of guys in India..which seems to be the real head quarters of Norton based on the call centers I have been put through. Perhaps the idea is that if a customer is bounced through enough call centers they will give up. Problem solved. But it isn't. If Norton drop the ball on this I drop the ball on the subscription. As it stands I now realize Norton's customer service offering is terrible. I'd hate to be treated this way if I had a virus. Customer Service etrade 15 mins lenovo 24 hours to replace a keyboard. Norton about four weeks and counting for a simple issuing of a voucher. Go figure.
I have an auto renewing subscription of Norton 360 and Norton mobile, that I just paid for my annual automatic renewal.
Is this the new Norton 360 product line, or the older Norton 360 from a few years ago? If the older product, that could explain your issue. The older products would not be eligible for the service.
I too received several e mails for Norton Screen care. I have an auto renewing subscription of Norton 360 and Norton mobile, that I just paid for my annual automatic renewal. So I should be eligible for the screen care. I downloaded the Norton Device care app on my phone. Logged in and it said that I am not eligible for the free screen care. Spent half hour on chat. They told me the screen care was a different department and they would call be back within an hour. Several hours and no call back. I want to know why I got several e mails that said I would be eligible, then the app said I am not eligible.
Thanks for reporting in Norton Community Forums. As per support team, Norton Screen Care is activated with you account. Please contact support if you have any further issues with submitting screen replacement.
So today my phone is now registered and the coverage starts in December. Attached is a mail offering coverage as part of my renewal.....it was sent to me on August 2. It was with multiple promptings from Norton that I went ahead with the screen replacement.
If they renege on this I'm definitely done with Norton. If they outsource this offer what else do they outsource? Boeing outsourced critical work to unskilled offshore resources and planes fell out of the sky. Imagine what could happen to your virus protection. There is a reason to keep sensitive work and customer service close to home. E trade have incredible customer service..
Did you hear anything from the US or did they rescind NAFTA?
Thanks. Yeah Norton in the US has been silent. I've been sold this benefit for about three or four months. If you put a system in place it should be operable. The closest I've come to resolution is someone in India telling me its a 'glitch' but I haven't heard anything since.
As this seems to be a new service offered only in the US, I have escalated this thread to try to get you some help.
Being in Canada, I cannot see the mobile apps in the Canadian app stores, so I cannot even try to sign up. Maybe my US counterparts can look into this for you.
This is the last of three emails sent to me it is dated Sept 19
Dear Norton Customer,
As a valued customer, you now have access to Norton Screen Care. We’re absolutely thrilled to provide this new product to our loyal subscribers—and at no additional charge to you!1
With Norton Screen Care, repair when you want, where you want.2 Repair your cracked screen at an Apple store or the shop of your choice, whenever it's convenient for you.
Click “Activate Now”
Sign in with XXXX @ yahoo.com
Follow the on-screen instructions
Yes I have valid Norton on my computers and yes they autorenew. You cant follow the instructions above. You can load the app but are told the program does not apply to you. My subscription was renewed early in the year. There is no reason the claim isn't valid...but if you want a truly terrible customer service try Norton.
Sending me three emails offering me something and having no clue how to provision it when I accept the offer is totally incompetent. I sure hope the virus protection is better than this. As far as I know my support call is sitting in a village in India. If you know anyone in Norton who actually cares let me know. I'm only a customer.
This is the first I have heard of Norton offering a mobile phone screen replacement. https://us.norton.com/norton-screen-care It appears to be a new service offering, which might explain why the support staff are not up to speed on it yet.
Do you have a valid/active Norton security product on your computers or mobile devices with the Auto Renewal feature enabled? That is a requirement for the service.
As long as you are enrolled in a qualifying auto-renewing subscription, the Protection Plan is provided at no cost to you for a single device and protects against one covered Failure during the term of your subscription. This loyalty offer may be changed or removed at any time.
You must download the app and register a single device to the Protection Plan within your qualifying subscription term, and at least 60 days prior to the term’s end. Coverage is subject to a 30 day waiting period.
Also be sure you are within the coverage time limits. After a 30 day waiting period and you are registering at least 60 days prior to the subscription expiry.
Click “Activate Now”
Sign in with XXXX @ yahoo.com
Follow the on-screen instructions