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Automatic Renewal price and refund experience
I've had a bad experience with Norton recently. I've been using Norton on Pc's for many years now. However in the last few days my subscription got automatically renewed at the full price of £69.99. However the Norton website has it on sale for £30. The email I received said I had 60 days to cancel, which is nice.
When I spoke to someone on livechat they said I had two options. 1) They would refund 50% or 2) give me two years subscription. Well that still isn't the same price on their own store. Eventually they said they "asked" their supervisor for permission to renew my subscription for the same price as the store.
At this point I was getting more and more annoyed so I just demanded a full refund. I didn't really want to do that, as I've been a Norton customer for years, but their total lack of acknowledgement of the situation and there constant ways to try a get me to pay more than I should got be annoyed.
I have now finally got a full refund, but only after annoying me. I was fully prepared to accept the £30 price, but as I had to jump through hoops to get it I was too angry by the end to accept that. It's a real shame but now I'm investigating other companies product and will probably switch to them.
For future reference if someone is overcharged on their subscription the conversation should be far more apologetic, they should admit Norton was at fault for charging the full price and offer the sale price immediately. If that had be done I would still be a Norton customer.
The fact they didn't admit any mistake tells me the system is designed to charge the full price. Also when they attempted to still charge me more the entire thing smells of sharp business practice. They really did ruin my experience and I demanded a full refund out of sheer anger over the way they seem to treat their customers.
Please change the policy on subscription charges as they should always be less than any sale price. Otherwise Norton comes across as a company not worth doing business with.
Thanks for reading.