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Kudos1 Stats

Dropping Internet Security

Hello,

I am canceling my Norton Subscription which I have had for over 8 years covering three computers. The last subscription charge was $79.99 plus tax. 

I just bought a new computer and wanted to extend my Internet Security to protect it. When I went to the site to add the new device, it told me that I didn't have the ability to do so. So, I opened a chat session to fix the issue. It turned out that an old device that doesn't exist anymore was using one of the licenses. The agent told me that I have the ability to cover 3 devices. After deleting the old unused license, the total was now 3 devices.

After taking control of my computer for several minutes, the agent tells me that I can't do what I want because my subscription only covers one device. I tell him that that isn't what I bought, I bought a subscription for 3 devices. After all, how did I have 3 devices on the subscription in the first place? He says that Norton only allowed more than one device for their "best customers", but they don't allow it anymore. Well I guess I used to be thought of as a good customer, but I guess that has changed.

I tell him that is unreasonable and almost fraudulent, but complaining to him seemed to be fruitless. So for roughly $85 I get a very limited use product and competitors that do more for less are everywhere. So I have canceled my automatic renewal and am looking at other options. The fact that Norton doesn't participate in A-V Comparitives tests doesn't help either.

I've always been happy with how Norton works and have been a loyal customer for a long time. However, Norton has cheated me and I'm leaving. This forum seems to be the only way for me to communicate this. I was surprised that when I canceled that I wasn't presented with some kind of channel to express why I was canceling, but Norton doesn't seem to care apparently.

Regards,

-Trent

Replies

Kudos1 Stats

Re: Dropping Internet Security

Kudos0

Re: Dropping Internet Security

The new product line from Norton is the Norton Security line. Depending on what area of the world you are in, it comes for 1,5, and 10 devices covered, depending on which version you choose. It sounds like the price you are referring to is for the automatic renewal. You can usually save some money by shopping around at reputable retailers and purchasing a new product.

If you do end up leaving Norton, you will be presented with an opportunity to explain why during the uninstall process. And be sure you download and run the Norton Removal Tool before you install your replacement product.   www.norton.com/nrt

Things happen. Export/Backup your Norton Password Manager data.
Kudos0

Re: Dropping Internet Security

The new product line from Norton is the Norton Security line. Depending on what area of the world you are in, it comes for 1,5, and 10 devices covered, depending on which version you choose.

In addition, in some parts of the world it apparently does exist in a 3 device version .... 

What ever happened to KISS?!

I'll just add that the new Norton Security keys will activate the older versions if you want to keep using that for a while but you have to choose the Norton Security that matches what you have as the older version -- we can help on that.

Hugh
Kudos0

Re: Dropping Internet Security

I was advised that Norton changed it's policy on allowing up to 4 devices on one key and that I would have to upgrade to a more expensive product in order to continue having my devices covered. I was also advised that I cannot get a refund of the remainder of my subscription when I was told previously that I could cancel at any time without question. I have been a customer since 2006. I will never come back. Norton aka Symantec thinks they can just run rough shod over customers. Well, you can't and I will spread my experience to anyone who will listen in any way I can. THERE ARE ALTERNATIVE SERVICES AVAILABLE!

Kudos0

Re: Dropping Internet Security

Onebob

I'd certainly like to see if we can help you get this sorted out.

I was advised that Norton changed it's policy on allowing up to 4 devices on one key and that I would have to upgrade to a more expensive product in order to continue having my devices covered.

It is true that the number of devices you can cover with one KEY does vary with the product but what I know about this does not tally with what you were told. I've not come across any Norton product that restricts to up to 4 devices: one single, up to 5 and up to 10 is common but since the number of devices does vary in different marketing regions could you please say what country you are located.

But to be sure about this could you please tell us what version of Norton Product you have:

Norton Antivirus, Norton Internet Security, Norton 360 (which are still supported but no longer on the market) or Norton Security Standard, Premium or Deluxe?

How many devices do you need covered at present?

Just as important too is how you contacted Norton? Unfortunately some users with a problem end up phoning a number they find by Googling and it's not Norton itself but someone only too happy to try to scam them in some way. If you used the Norton's OnLine Customer Support by CHAT that's the safest method.

On the refund at any time, the most I've seen is this is valid for 60 days and applies whether you bought online or from a store and whether or not used (which is unusual).

But let us know the details and we can see how you can be helped.

Hugh
Kudos0

Re: Dropping Internet Security

Norton Return and Cancellation policies.

It says you can cancel your subscription, but "your Norton protection will continue for the remaining days in your existing (already paid for) subscription term."

Also on that page is the 60 day money back guarantee. So you only get  a refund if it is within 60 days of purchasing the product.

Things happen. Export/Backup your Norton Password Manager data.
Kudos0

Re: Dropping Internet Security

It honestly sounds like you did not contact official Norton support, but rather a third party that may have been advertising on Google.  It is very common for these sorts of companies to advertise as "Norton Support," but of course they can't really do anything about subscription issues, and so they give you some story to convince you to buy something from them.  I suggest you use the links bjm_ provided to resolve this.

Kudos0

Re: Dropping Internet Security

Hello

You can use this Official chat or phone to contact Norton.

www.norton.com/contactcs 

Thanks.

Success always occurs in private and failure in full view. Windows 10 Pro 64 bit Norton Core Security Plus 22.17.3.50 Core Firmware 282 I E 11 Chrome latest version.

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