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Kudos1 Stats

Norton automatic renewal offer

I had decided to drop the Norton automatic renewal option but was offered a $25 Amazon gift card to keep it. I accepted the offer but have never recieved the gift card. Did I fail to do something required of me. I would like my gift card.

Labels: Auto Renewal

Replies

Kudos0

Re: Norton automatic renewal offer

Hi deano3032

Welcome!

Who offered you the $25 Amazon gift card? Was it Norton? If so, you should then contact Norton Customer Support, as this is a  matter that is not dealt with in these Forums:

 http://norton.com/chat

Keep us posted. Thanks:

Windows 7 HP SP1 32-bit | Chrome 65.0.3325.146 | NS 22.12.1.15
Kudos0

Re: Norton automatic renewal offer

I have a similar issue, and yes - NORTON/SYMANTEC is issuing the gift card electronically.  

I renewed my subscription (aka PAID the $90) on Sept 12th, since my renewal date was Oct 31 - in order to avoid any lapse in coverage.  

I received a confirmation email of the "Thank You Gift Confirmation from Norton" (sender: subscription@symantec.rsy2.com) on Sept 25th, 2016 stating that "you'll receive an email approximately 60 days from the date your subscription renews that provides instructions on how to redeem your Amazon.com Gift Card" (see attached). 

I proceeded to save ALL possible Norton email addresses to my contacts - but never received the email on December 31st, as promised.  

I called in about a week before Dec 31st and I kept an eye out for the email, but never received anything from Norton.  Today, I just called in again and they simply said they would "escalate the case" but I have not received a resolution.  Case # [Removed].  Please assist.  Thank you in advance.

Kudos1 Stats

Re: Norton automatic renewal offer

Only Norton can resolve this kind of issue. Most here are just users like you who volunteer our time to help others. I would just try calling every 2 days until they get a resolution.

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

Re: Norton automatic renewal offer

Gotcha, thanks anyway!!! I'll keep trying :)
Kudos0

Re: Norton automatic renewal offer

I never received my gift card either! Contacted them twice-always the same story-they'll expedite my case and then nothing.

They lost me as a customer. I'll take my business elsewhere.

Kudos1 Stats

Re: Norton automatic renewal offer

Hello @Brenna McCune 6464 and @plh560 - I've sent you both a private message, accessible via the forum header "Inbox".

Thanks,

Matt

Kudos0

Re: Norton automatic renewal offer

I have a similar issue.  This relates to a $60 rebate I am due on the purchase of a 10 user package.  I received an email from Norton/Symantec that my rebate submission had been approved on Dec. 20, 2016 and I should expect it within 4 weeks.  OK, it was the holiday season so I gave it 8 weeks before I contacted the fulfillment company.  I was told the issue would be elevated to the "SENIOR TEAM" (whatever that is) and it would be 7 to 10 days until I heard from them.  At 7 days, I contacted them again and was told I needed to wait the full 10 days.  At 10 days, another contact and I was told I just need to wait.  How long?  The rep couldn't tell me because I might not get it when he said I should.  So now I contacted Norton/Symantic  - gave all of the details, when I received, who had notified me of the approval of the rebate, what the Norton code was....basically everything you could think to ask about the purchase (mind you that was with having notification from Norton/Symantec that my rebate was approved and in process) and was told I needed to wait 24 to 48 hours to be contacted.  48 hours came and went .  NOTHING!!!!   At this point I am EXTREMELY FRUSTRATED and I consider this to be FRAUD.  I have been a long time Norton user (have never used anything else) and I am exceedingly disappointed in Norton/Symantec.  You are supposed to be protecting us from scams/fraud and here you are perpetrating a scam/fraud on your customers.  Shame on you.

Kudos0

Re: Norton automatic renewal offer

Hi @wombar ,

I've brought your post to the attention of Norton/Symantec so please keep an eye on this thread for a possible response. Thanks.

EDIT: @peterweb - I see now you already did it following wombar's new thread for the same problem. 

Windows 7 HP SP1 32-bit | Chrome 65.0.3325.146 | NS 22.12.1.15
Kudos0

Re: Norton automatic renewal offer

My issue has been resolved! Thank you to whoever helped me with this matter!

Kudos0

Re: Norton automatic renewal offer

Thank you for your help Matt!

Kudos0

Re: Norton automatic renewal offer

Mine has been resolved as well, thank you for getting this into the right hands, Matt! @matt_phillips

Kudos1 Stats

Re: Norton automatic renewal offer

Hi @Brenna McCune 6464 and @plh560 - thanks for your patience and help in getting this resolved!

Cheers,

Matt

Kudos1 Stats

Re: Norton automatic renewal offer

Hello @wombar,

I'd like to learn more about your experience. I've left you a private mail, which you can access via the forum "Inbox".

Thanks,

Matt

Kudos0

Re: Norton automatic renewal offer

Thanks!  I received my rebate in today's mail!

Kudos0

Re: Norton automatic renewal offer

thanks anyway!

Kudos1 Stats

Re: Norton automatic renewal offer

I have had the same issue. I received an offer of a $25 Amazon.com gift card from Norton subscription for updating my billing information because my subscription would expire on April 1, 2017. In the email it said that they will email me on how to receive this offer so that I don't miss out. Now, I never got a follow up email; therefore, sometime around mid-April I online chatted to someone who checked and said that I should expect the gift card sometime in May because it needed to go through a billing period. Mid-June I called the Norton customer support number and talked to an Annis who said that somehow I had been left out of being send the gift card, but that he would escalate my case to the team that decides what to do and that he would call me back in 48 to 72 hours with their decision. I never got a call back from him. So, I called again, and talked to a Richard who said that my case was not properly escalated, but that he would do so and call me back in about 48 to 72 hours. Big surprise, no call from Richard either. I called again, talked to a Jo or a Joan, who switched me to her supervisor Jason who said that it was out of his hands and could do nothing, but that my case was with the point of contact team and should receive a call from them shortly. Monday, July 10th, called again and talked to a Jade and her supervisor on ext. 3, who said that my case had been closed and that this had gone on enough and that I should send an email with the copy of the offer and the receipt and that they would take care of it. Within half an hour unrelated to Jade and her supervisor, I got a call from an Albert who said that this was the final notice call and that he had been trying to get a hold of me. Now, he had been calling my landline which has no answering machine and is why every time I talked to someone I gave my cell and told them to leave a message. Albert said that there is no record of my cell which is beyond frustrating since I gave it to Annis, Jason, and the others. Albert reviewed the email I had just sent and confirmed I had been eligible for the offer and should have received it. He said that his supervisor Derek would look over the email and that I would hear back about his decision from their Norton support team being either Albert or his colleague Ryan within 24 to 48 hours. No call, so I called on Thursday, July 13, and talked to a Ken who pulled up the case and noted that the email was received on 7/12 and I should expect a call on the 13th or 14th, that Derek was investigating. Now, it is July 20th, spoke to Jade again, who said that the gift card cannot be provided and offered 3 months additional service instead. That she could not do anymore since she is only a level one tech. Then, I was sent to a level 2, Ram. I feel like I've been passed around with them hoping that I would just go away and let it drop. At times, it felt like they were calling me a liar and that they really did not value me as a customer or even a person. I am astounded at the impudence of everyone involved and the fact that they talk in circles, all saying the same cop-out. They have brought me to actual tears. This should never have gone on and I am unsure if they even value me as a customer which is ironic since in the offer email it says that they were offering the gift card for me being such a loyal customer. Now, that I see that they have been doing the same thing to others just makes me even more frustrated and leads me to question their competency for even internet security.

Kudos0

Re: Norton automatic renewal offer

Hello Elizabeth Drake...

We'll try to raise attention to your concern.

Welcome to the Norton Community

Kudos0

Re: Norton automatic renewal offer

Hi Elizabeth, 

I just sent you a private message.  Please check the message via the forum by clicking Inbox at upper right hand corner.

If you have any questions, please let us know.

Thanks

Katie

Thanks Katie
Kudos0

Re: Norton automatic renewal offer

love if Matt could resolve it for me!!!! terrible after sales service on this offer

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