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Kudos1 Stats

Product Key policy

As you might know: current 2014 and older keys are not working anymore on the new Products. The only solution Norton support gives: Buy again the new Product and we can transfer the days from your old key to your new subscription key. 

If Norton really cared about their customers they should allow the Norton Support employees, to transfer the days to the current 30 trial key. A key is a key right? But no; they are NOT allowed. 

So we are screwed. My key ends on April 2015. And a fellow member here, has keys till 2019. Do we really have to re-buy the product? We already spent good money on your products. 

Just allow the trial key trick or release an upgrade installer. 

Replies

Kudos0

Re: Product Key policy

As you might know: current 2014 and older keys are not working anymore on the new Products. The only solution Norton support gives: Buy again the new Product and we can transfer the days from your old key to your new subscription key. 

As I see it there is no difference between this method and that old method of allowing subscribers with valid subscription to upgrade and use the new version until their subscription expires (other than of course making it more difficult fort the subscriber).

Am I missing something?

     
Kudos1 Stats

Re: Product Key policy

Buy a new key for NSv22 does NOT work... read this: https://community.norton.com/forums/norton-chat-support-buch-sell-outs-v...

Kudos1 Stats

Re: Product Key policy

Symantec of course thinks: Norton Internet Security isn't Norton Internet Security anymore. NIS is now combined with 360. And if you buy it you will also get linceses for Mobile devices. In the end you will also get Norton Mobile Security.

I know it's stupid but OK. If they transfer the remaining days and licences there is no benefits/profits for the end user. 

Kudos4 Stats

Re: Product Key policy

Hi everyone, it's true that the NIS/NAV/N360 keys will not activate the NS/NSBU products. However, for NIS/NAV/N360 customers with remaining subscription time who have purchased NS and NSBU, I highly recommend that you contact our Customer Support team via Chat: http://www.norton/com/chat
Our agents will help to set you up with the best option for your situation. Thanks.

Tony Weiss | Norton Forums Global Community Manager | Symantec Corporation
Kudos2 Stats

Re: Product Key policy

I have a number of licenses for Norton 360 and cannot use them for NS w/ Backup, so once Norton 360 is no longer supported, that's it for Symantec products for me. They're not the only game in town, as most everyone knows.

Kudos0

Re: Product Key policy

How long will Norton 360 be supported? I have a number of licenses that I had planned to use for clients I've been supporting with Norton products for years. This is a question that deserves to be answered here, in the forums, so that people like me who have paid good money for the licenses can make future plans. Thank you.

Kudos0

Re: Product Key policy

I agree; it deserves to be answered here in the forums, and it was over a month ago:

https://community.norton.com/blogs/product-update-announcements/end-avai...

Thanks.

Tony Weiss | Norton Forums Global Community Manager | Symantec Corporation
Accepted Solution
Kudos0

Re: Product Key policy

My remaining days are added to my trial key. I only had 173 days remaining on my 2014 key. 

V22 Trial key = 30 days 

143 + 30 makes 173 days. So the Norton Chat Support have added 143 days to the trial key. And disabled my 2014 key. Since the days are transferred. 

Just contact the US support and then the renewal/subscription section. Good luck guys.

Kudos2 Stats

Re: Product Key policy

Thanks Cell. So, to go back to your original post...

So we are screwed. My key ends on April 2015.

Are you feeling better about the situation? Did we do OK?

Tony Weiss | Norton Forums Global Community Manager | Symantec Corporation
Kudos0

Re: Product Key policy

Of course the situation has completely changed now, Tony. :) I made this post after contacting the chat support for 3 times.  

It's also good we customers can show your forum post to the chat support. In order to get our things fixed. 

Kudos0

Re: Product Key policy

ADMIN NOTE: This comment has been moved to the following thread: help to transfer my existing subscription keys from NIS 2014 to NS 2015

Kudos0

Re: Product Key policy

My experience with Chat was somewhat different. I was told that I would have to purchase a new key for Norton Security and only then could my current subscription (321 days left) be transferred to the new product. I was told absolutely nothing about being able to have my current subscription transferred over to a trial version of Norton v22. Symantec really needs to get their act together as to what their support staff are telling customers.

Kudos0

Re: Product Key policy

I just want to say one more thing. The post above marked as the solution makes it seem that there is a way for a free upgrade to the new version. There needs to be some clarification about this.

Kudos0

Re: Product Key policy

My remaining days are added to my trial key. I only had 173 days remaining on my 2014 key. 

V22 Trial key = 30 days 

143 + 30 makes 173 days. So the Norton Chat Support have added 143 days to the trial key. And disabled my 2014 key. Since the days are transferred. 

Just contact the US support and then the renewal/subscription section. Good luck guys.

How this was marked as a solution since there is NO free transfer?

Chat support force me to pay them 79$ for new license...

Kudos1 Stats

Re: Product Key policy

I have decided that due to Symantec's recent policy change that I will no longer be using Norton products but will change to Bitdefender. I currently have 320 days left on my Norton subscription and was wondering if it is possible to get a refund for my renewal fee (pro-rated of course).

Kudos0

Re: Product Key policy

Just ended a chat session with Norton support. Looks like no refund for the remaining days on my subscription (past the 60 day limit). They did offer to upgrade me to Norton Security for $50.00 instead of the $79.99. I had to turn that down. So much for Symantec's "Always up to date, Always the latest version" promise on their packaging. If it was really a completely new version of the product I could see it but it's not. If it was a completely new version of the product it would be version 1, not version 22. Version 22 implies that it is an upgrade from version 21, not a completely new product.

Kudos0

Re: Product Key policy

So, one people get free upgrade, others do not. What is the key? Depends on support chat man? Good or evil?

Seriously.

Kudos0

Re: Product Key policy

Worked great for me. They even took my unopened box of Norton 360 that I was going to use when my current 300 days were going to expire on NIS, added and combined the new key to my NIS subscription key so I had a total of 665 days of NIS, then took 470 of those days and added them to my new NS subscription (it is not a 1 for 1 transfer obviously since one is for 5 devices, and the other is for 3). I now have 836 days of NS.  Given I was always first in line on the chat, the total time of the two combined chats was 10 minutes.

Kudos0

Re: Product Key policy

After several tries. I finally got my remaining days from previous version switched to my trial. So, I have a total of 90 days left. And because of this. I will now be renewing shortly before it is up. You just have to play customer service roulette and be patient. You will eventually get the right one. I almost gave up personally.

Kudos0

Re: Product Key policy

So, one people get free upgrade, others do not. What is the key? Depends on support chat man? Good or evil?

Seriously.

https://community.norton.com/comment/5935671#comment-5935671 

Kudos0

Re: Product Key policy

The Customer Support Agent must assess the customer's situation and choose the right solution for the customer. When it comes to a customer's situation, we get only the basic information on the forums. Often two customers seem to be in a similar boat, when in fact they are in very different situations. This isn't a criticism of communication on the forums, but more an explanation as to why there may be perceived inequity. Thanks.

Tony Weiss | Norton Forums Global Community Manager | Symantec Corporation
Kudos0

Re: Product Key policy

So my situation, where I have 320 days left on my subscription means I have to pay for an upgrade (see my previous post) and someone else get's a free upgrade.

Kudos0

Re: Product Key policy

The Customer Support Agent must assess the customer's situation and choose the right solution for the customer. When it comes to a customer's situation, we get only the basic information on the forums. Often two customers seem to be in a similar boat, when in fact they are in very different situations. This isn't a criticism of communication on the forums, but more an explanation as to why there may be perceived inequity. Thanks.

I see, some get their 600 days transferred, and others do not.  Customers situation. Sure.

But it is not what I expected from company like Symantec when I bought a key. I can not stay with out-dated v21. And since you refuse to give a promised upgrade... Well, it is some sort of scam, you know. I have to search for some other AV vendor now. With better customer service at least. I mean, which at least gives access to latest versions of their AV :)

Enjoy my stolen money.

Kudos0

Re: Product Key policy

It still blows that I have to wait until February to get a chance to use NS. I am not that desperate to try it that I'd buy a new key and try to add my remaining days.

Windows 10 Pro 64-bit / Norton Security v.22.17.x
Kudos0

Re: Product Key policy

It still blows that I have to wait until February to get a chance to use NS. I am not that desperate to try it that I'd buy a new key and try to add my remaining days.

I don't know of any reason, technically or licensing-wise,  that would prevent you from uninstalling your existing Norton and running the 30 day trial of NS. If you don't want to keep it then uninstall it and install your Norton product again.

If there's a blocker in your Norton Product to stop installing a trial version of a different product I've not heard of it ....

You may even be able to install the 30 day Trial NS on top of your existing Norton and not have to activate it during the 30 day trial ...

But you would be wise to make an image of the drive especially if you use Identity Safe and want to keep the local vault.

Please note these are thoughts out loud, not instructions of something that will work .....

Hugh
Kudos0

Re: Product Key policy

Tony, that may be true, but several posters are saying that they've dealt with several customer service agents until they find one who will add their remaining subscription days to a trial subscription of NS. Why is there no consistency among support agents?

I've used every version of NIS since it was released, but I'm not willing to pay $79.99 for a 5 device subscription when I only have 2 devices. I believe Amazon.com is selling single device subscriptions for $69.99, but that's obviously not workable. I'm sure the price won't be a problem for many users, but it is for me. When my subscription for NIS 2014 expires, it may be my last. I'll evaluate the situation when my subscription expires.

Kudos0

Re: Product Key policy

I don't know of any reason, technically or licensing-wise,  that would prevent you from uninstalling your existing Norton and running the 30 day trial of NS. If you don't want to keep it then uninstall it and install your Norton product again.

If there's a blocker in your Norton Product to stop installing a trial version of a different product I've not heard of it ....

You may even be able to install the 30 day Trial NS on top of your existing Norton and not have to activate it during the 30 day trial ...

But you would be wise to make an image of the drive especially if you use Identity Safe and want to keep the local vault.

Please note these are thoughts out loud, not instructions of something that will work .....

But I'd end up sacrificing my remaining 143 days. Plus I don't think I could re-use the trial 4.7 times. Unless I reformatted every 30 days. Even if I did buy a NS key I might not be able to get my remaining days transferred over from what I've read.

So I guess I'll just put up with using NIS for now. Apparently there's nothing too special about NS.

Windows 10 Pro 64-bit / Norton Security v.22.17.x
Kudos0

Re: Product Key policy

SGFC

What remaining days -- it's a trial installation and I uninstall NIS and reinstall it later without losing any days.

There are a lot uncertainties here and I have escalated your problem and my reply so hopefully we will get clarification but maybe not until after the weekend .....

Hugh
Kudos0

Re: Product Key policy

I don't know of any reason, technically or licensing-wise,  that would prevent you from uninstalling your existing Norton and running the 30 day trial of NS. If you don't want to keep it then uninstall it and install your Norton product again.

That is exactly what I'm doing now.  My N360 Product Key is still valid should I choose to reinstall it or restore my pre NS image after my 30 day trial.

A little bit of knowledge is... well a little bit of knowledge.
Kudos0

Re: Product Key policy

@Huwyngr I am not sure you understand what I mean. I am not about to uninstall NIS for 30 days then install NS. Then uninstall NS after 30 days and install NIS again. If I install NS I have no intention of removing it. Using the trial wouldn't accomplish that. If I purchase a NS key is there a guarantee that my remaining NIS days would be combined or added to the 366 days from the new key. I've read a few posts where people had issues doing that. It's probably best for me to wait until my NIS subscription expires.

Windows 10 Pro 64-bit / Norton Security v.22.17.x
Kudos1 Stats

Re: Product Key policy

Hi SGFC,

Your best bet is to ask Customer Support but you may want to wait until an update or two have been released for NS before you upgrade anyway.

www.norton.com/chat

A little bit of knowledge is... well a little bit of knowledge.
Kudos0

Re: Product Key policy

Well, I hate to burst your bubble or romance with Norton but in Argentina, customers are getting screwed. I had a suscription with NIS and it expired because customer support wouldn't let me renew and move to NS.

I had to use the Beta Tester discount to buy a NEW SUSCRIPTION with NS, which by the way was in US Dollars+Taxes and not in my local currency and it costed me DOUBLE WHAT WOULD HAVE COSTED ME TO SIMPLY RENEW.

So, Symantec sucks, big time.

I choosed to stay with them because I actually like the product and feel safe with it, but that, doesn't mean I don't feel cheated as a customer. 

I could have spent $240 (Argentinian Pesos) to renew and I ended up spending $580 (that's the dollar conversion+taxes). Outrageous!

Kudos0

Re: Product Key policy

Prior to posting in the other thread, I actually contacted customer support to see if a transfer was possible. To present background info, I am currently using a 5-license version of NIS--and all 5 seats are currently used and all on Windows machines. I paid over $100 for this originally. I can't get this transferred to a technically cheaper, "changed" product that will be used in the exact same way. The same rep tried to tell me it can be installed cross-platform, but what I found amusing was that it would never be used cross-platform in my case. For my purposes, it simply isn't a new product.

Also, I find it particularly frustrating and vexing that I'm seeing individuals only using 1 license or having 600 days transferred over and customer support never gave my particular case even a second thought. I didn't want extra trial days, consolation days, extensions, free products, etc. I just wanted what I've always been able to do in the past and with every other piece of subscription software I have--simply upgrade my product within my subscription period. I don't even want to raise a fuss over customer support about it beyond what I've already done, because it's not fair to them, either. It's not really fair for anybody, including the Symantec employees on here. I don't see why this ever had to become an issue. It's terrible.

Windows 8.1 Pro x64 -- NIS 21.3.0.12; MBAM Pro (non realtime); SAS Pro(non realtime)
Kudos0

Re: Product Key policy

I think for now I'll just stick with NIS considering I don't have the money to switch over right now. It'd be different if I had 5 days remaining or something. Also I am not out of service (running without security) I still have a working product. I just like to try new stuff out a.s.a.p., but not a trial version.

Windows 10 Pro 64-bit / Norton Security v.22.17.x
Kudos0

Re: Product Key policy

MTB -- Everyone

That does suck ....  with it all being early days and Norton not having resolved major licensing policy on product launch it would be prudent to wait and give problems like these to crop up and be dealt with.

And don't let's forget that Norton did say not to rush into NS ......

Hugh
Kudos0

Re: Product Key policy

SGFC

Then don't do anything now but continue to use NIS until (a) Policy has settled down (b) Someone else has suffered the initial bugs.

Hugh
Kudos0

Re: Product Key policy

Tony, 

I read your announcement as linked above:   https://community.norton.com/blogs/product-update-announcements/end-avai...        

There is a line in there that says "you will be able to continue to renew your product for the foreseeable future."   I have five PCs currently on two NIS subscriptions that expire next summer..  I also have two unused NIS product keys that I plan to use to renew them.

I just bought a NS key and download from Staples on a Black Friday sale.  I thought I could use it on our iPhones , tablets and such.  I would not try to apply the NS until I understood a lot more about it.  How long do I have before I must use either a NIS or a NS product key?

Am I correct in expecting to simply renew my NIS subscriptions next summer with the unused keys I already have?  Then after my last NIS key expires, I would simply buy enough NS keys for everything.

Hope I make sense, all these other scenarios of transferring days are confusing me.  It seems from your announcements and forum comments that the existing products would be supported for some extended period yet.  Did I miss something that is causing everyone to be concerned about transferring days?

Kudos1 Stats

Re: Product Key policy

rel,

While waiting for Tony or another Norton Staffer to reply -- and that might be delayed since there are product and forum problems that are affecting us all -- can I draw your attention to one bit of the announcement by Sunil GA which says:

Support will continue to be available for all customers with active subscriptions to Norton products as described in the Norton Support Policy.

If you click on that active link to Norton Support Policy you will find the following:

Subscription Renewal Availability

  • In general, Symantec will allow customers to renew their subscription for 36 months from the initial purchase date. The availability of subscriptions may vary by product and region. [ ... ]

I highly doubt that you will need to worry about using the pre-purchased NIS keys next year! 

You also say:

Then after my last NIS key expires, I would simply buy enough NS keys for everything.

In fact you would only need to buy one key if you have 10 devices or fewer since the NS with Backup covers up to 10 devices not the 5 of the NS and although a little more expensive it is less than the cost of 2 x NS .....

I think you are wise to stick with NIS for a while anyway since after a while for some current problems to be fixed by updates you can always download NS/NSwithBU as a trial direct from Norton without charge and run it for whatever time comes with it -- 30 days last I heard.

Hope that helps since I doubt that Norton Staff will add anything that relates to what may happen in the future .... doing that is outside Norton Policy! 

Hugh
Kudos0

Re: Product Key policy

huwyngr,

Thanks for the response .  I had read that support policy thing but kept wondering what all the discussion was about transferring days.

Thanks again

Kudos0

Re: Product Key policy

rel:

huwyngr,

Thanks for the response .  I had read that support policy thing but kept wondering what all the discussion was about transferring days.

Thanks again

That was/is about Norton making you buy at least one copy of NS/NSwBU before they will transfer days. Prior to these being treated as New Products and this being announced everyone thought they would be Upgrades like every previous year so people were upset that they had to pay to get what they regarded as this year's upgrade.

In the long run it doesn't matter since once you have bought a year of the new product you end up with a year + and the next time you have to buy a renewal is 1 year + later and not 1 year ... 

Hugh

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