Can someone provide me with a contact phone number for billing support, or at least a direct email address. I've spent the last hour being shuffled from ineffective automatic service to service. I'VE BEEN BILLED FIVE TIMES FOR AUTOMATIC UPDATES IN THE LAST YEAR!! I would REALLY like to talk to someone in the company about what's going on. Why is it so hard? (Or does the company make it intentionally hard so they can cheat their customers?)
Can someone provide me with a contact phone number for billing support, or at least a direct email address. I've spent the last hour being shuffled from ineffective automatic service to service. I'VE BEEN BILLED FIVE TIMES FOR AUTOMATIC UPDATES IN THE LAST YEAR!! I would REALLY like to talk to someone in the company about what's going on. Why is it so hard? (Or does the company make it intentionally hard so they can cheat their customers?)
Hello PissedAtService,
Sorry you've had these issues!
I would suggest that you contact Customer Service (the chat option is the quickest), and explain to them that you need to cancel the Automatic Renewals - http://us.norton.com/support/contact/contact.jsp?pvid=cs
More information about Automatic Renewal and how to cancel it yourself is available here - http://www.symantec.com/support/autorenew.html
Please let us know if they're able to resolve this issue for you.
Hi Tim,
Thanks for the quick response. I HAVE turned off automatic updates. The reason I'd like to have a conversation about a real human being is to find out why this happened. Tim, I don't OWN five computers -- I don't own anywhere near five computers. I'd like to ask someone what's going on.
By the chat option, are you referring to the automatic service where you ask a real question and he responds with 5 other questions, none of which pertain to my question? Or is there a chat service with a real human being who can think independently?
The one thing that I DO appreciate is your quick response. I thank you, sincerely. I'm not happy with the rest of your company.
Dennis
Hello Dennis,
As you can see from the link I provided, the "Chat" service is an actual chat and not the "Ask Nathan" option, which searches through KB Documents to find solutions to commonly asked questions.
If you click on the "Contact Us" on the bottom left of the support screen, you can see a list of Email, Phone and Chat support (in addition to these forums).
I would go through and use the links I provided to disable the Automatic Renewal service that are no-doubtly enabled for however many times you were renewed this year.
The reason why some people have multiple Automatic Renewals setup sometimes happens if users don't "renew" the software through the product, but buy a new copy instead. This is possibly why you're seeing multiple charges, because rather than the software renewing on its own, a new copy/license was installed.
We aren't able to deal with Subscription/Renewal issues on the forums, so you'll need to visit the Chat option, let them know that you need to cancel Automatic Renewal for ALL products on your Norton Account (be sure to have your Norton Account email address handy), and then tell them you want to refund whichever renewals you are not using. They will no doubt be able to assist you with this.
PAS,
The online chat service is with real human people but is not by voice -- it is via your computer like the old days of a telex conversation ....
It really is effective and the important thing with your problem is that they have access to the central databases and can manipulate them.
All the reports here from users have been appreciative so pleae do try it.
The link Tim gave is for the USA and Canada so if you are elsewhere either tell us and someone can give you the link or go to your local Norton website and navigate via Support / Customer Support / and look for CHAT. Phone & email exist but can be slow and frustrating .....
Please let us know how you get on. You may not get an answer to WHY since we are dealing with comuterized systems but I'm sure you will get a solution, and maybe a few days of subscription added on for the frustration..... I've heard of this happening .......
This is VERY, VERY helpful!!!! Instead of "Nathan," we should have "Tim."
No kidding, thanks a lot, man.
Sorry not to respond to your equally helpful reply, Hugh -- I didn't see it until I posted my own. Thanks. I feel a lot better now. It's nice to have SOME contact with a human being occasionally.
I didn't see TIm's second post until I'd posted mine!
Here we have a treasure trove all real live human beings ..... from all round the world and with all sorts of experience but one thing in common: we use Norton ourselves and we like to help other people!
Those with names in red are Norton Staff and the great thing is that they help here on top of their daily jobs actually working on the programs so they've had their fingers deep down inside ..... the rest of us are volunteers.