Your Norton purchase is being processed and will be completed within approximately 4 hours

Tonight I had a choice of driving to a local business or buying from Norton onlinw and downloading the products. I selected Norton online and paid. I already have other Norton products, so I am not new to Norton. On the confirmation page I got this message.

 

Thank you for your order. Your Norton purchase is being processed and will be completed within approximately 4 hours. You will receive an email confirmation when your order is complete. Thank you for choosing Norton.

 

That is very lousy customer service. Yes, I could download the demo versions and later change the password. But why would a company take my money (my credit card company texted me within 1 minute confirming the purchase/charge) and make me wait 4 hours for processing.

 

Next time I'm driving to the store, who will match online prices, and buy from them.

 

[Edit: Fixed Formatting]

Did you create your text in WORD or other word processor and copy/paste it into the editor here? It has distorted the forum page setup!

 

Can you give us the URL or otherwise explain where on Norton you ordered from, and whether you bought from Norton as a physical disk copy or as a download?

 

It's difficult to comment without knowing more.

 

<< Next time I'm driving to the store, who will match online prices, and buy from them.  >>

 

On line prices from reputable third parties are usually well below Norton's on line prices as well as below physical stores. You don't say which Norton 360 version you bought but online from Norton the Standard version is $49.99; Amazon is $25.19

 

So most of us buy online and use the KEY to activate the installed copy. KEYs are version and product specific but not tied to year.

Thank you for the reply.  I did copy the message from a .pdf copy of the confirmation page.  When I hit submit it returned and told me it fixed an HTML error.  I the rest of the message was typed in the online editor.  Can I delete or edit the message? I didn't intend to cause an issue.

 

I ordered 3 products one, being Norton 360 multi-device, as a download.  Unfortunately there are no options to download it and update the key later.

 

They also sent me an e-mail that said:


"We want to let you know....

There is an issue with your order for the following reason:

We apologize for your delay"

 

There's no reason in the e-mail.  

Hi, AustinTech. That sounds very unusual. Are you positive it was the genuine Norton site ?

 

This is the genuine US site address.

 

http://us.norton.com/

Thanks for trying to help.  Yes, I typed the URL from memory.  However, just to be sure, I just re-checked my credit card online to see the company name and address, and it's correct.

 

Wish me luck - it's been 5 hours now and I really wanted to get everything installed while I had the time.  

After an hour on chat and asking to speak to a supervisor, it's resolved.  Essentially they said that the order failed for some unknown reason.  The system did not notify me that it failed, just the opposite - the e-mail said it was under review for an unknown reason.

 

The first person on chat told me it was under review for 12 hours. The second person told me it was canceled, unless I did nothing.  Yes, he gave conflicting information, and was unable to clarify what he meant.  That is why I asked to speak to a supervisor.  

 

The supervisor was very helpful and reprocessed the order and also help me consolidate all my products.

 

They need to notify the customer if an order fails for some reason.  Otherwise it will be 7 hours later, two chat sessions and supervisor before it's resolved.  Not a very good customer experience and a terrible way to spend the evening.  

 

I'll watch and see if they reverse the charges which show on my credit card.

 

PS:  Thanks for fixing the format and offering suggestions.

Hi, AustinTech. Glad your problem was resolved, in the end. Talking to Norton Chat, is usually the best way to a solution.

 

It DID seem unusual that it happened, which is why I queried whether it was the genuine Norton site.....

Glad it's resloved -- we have to remember: Computers are only as clever as the people who programmed them!

4 hours was actually 3 days.....

It turns out that my problem was not solved a few days ago.  The purchase that all of three Norton reps, including the supervisor who processed my second order, told me was cancelled, actually took 3 days in review and was not cancelled.  So my credit card was charged for both orders.  

 

Tonight, I called customer support and waited on hold for 1 hour and 24 minutes and the rep told me that I was in the wrong area, so he transferred me.  I waited on hold for a total of 3 hours, listening to the message that said don't hang up, we answer in the order received, only to be disconnected at 3 hours.

 

On chat, I tried to get help for a problem with Hotspot Privacy, Google keeps giving me an error message when I search from my iPhone.  It thinks the IP address from Hotspot Privacy is a robot, so it makes me enter a CAPTCHA phrase on 4 different pages before it gives me my search results.

 

Both reps on chat asked for time to study what I wrote and then started talking about my computer.  In fact, the second one asked if he could connect to my computer.  Even though the first line of what I wrote said it was a Google search from my iPhone.  Then for whatever reason Hotspot Privacy quit working all together on the iPhone and after two reinstalls, it still says it can't negotiate a connection with the server.  They said that the next level of support is too busy, their words, so they need to call me back after 4 hours.  I decided not to wait and am asking for a refund.

 

The third rep was able to process a refund for the original "cancelled" order and for Hotspot Privacy.  

 

This may not be the typical support most receive, but after chatting with 6 reps and talking to a rep on the phone and a supervisor, I'm not satisfied. 

I'm sorry you have had such a lousy experience trying to sort out the error on your order.

 

I'll ask one of the Norton Team -- names in red -- to have a look at what happens and what they can do to avoid a repetition for you or anyone.