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Kudos1 Stats

What's happening with the new NIS and License Keys?

Hey everyone,

What's going on here?

First, the Forum change. Next the Product Change. Change is good, but not so quick and jolting!

Can I still use my unused license keys for NIS on the new product? I don't see any announcements.

Any help appreciated - I feel so lost.

Grazie,

Flavio_C

Replies

Kudos0

Re: What's happening with the new NIS and License Keys?

You can't use the NISv21 keys for the new NSv22... if you did some reading you should already know that by now.. (read the topics dude)

Kudos3 Stats

Re: What's happening with the new NIS and License Keys?

The answers are in the official announcement blog https://community.norton.com/blogs/product-update-announcements/norton-s...

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

Re: What's happening with the new NIS and License Keys?

@ferenzzz -


"You can't use the NISv21 keys for the new NSv22... if you did some reading you should already know that by now.. (read the topics dude)"


I don't see an official post on the Keys, nor any new information on the Transition Period. This is a Product Rollout, lol?

Think some "updated" official answers are past due.

Flavio_C

Kudos0

Re: What's happening with the new NIS and License Keys?

Thanks for the link peterweb.

From this article I can see that Norton Support would need to transfer my remaining days over to a new v22 key. When this transfer is carried out, do all of the devices using the old v21 need to immediately migrate to v22? I.e. does the old key remain valid while the devices are gradually transitioned? It's not a big deal if the old key stops working, I simply wish to make the transition as smooth as possible.

Any further clarification is appreciated. Have a good day.

Kudos0

Re: What's happening with the new NIS and License Keys?

Thanks for the link peterweb.

From this article I can see that Norton Support would need to transfer my remaining days over to a new v22 key. When this transfer is carried out, do all of the devices using the old v21 need to immediately migrate to v22? I.e. does the old key remain valid while the devices are gradually transitioned? It's not a big deal if the old key stops working, I simply wish to make the transition as smooth as possible.

Any further clarification is much appreciated. Have a good day.

Kudos0

Re: What's happening with the new NIS and License Keys?

Flavio,

See Peterweb's link and read between the lines .... (or talk to CHAT).

Hugh
Kudos1 Stats

Re: What's happening with the new NIS and License Keys?

You might also want to check the post I just made to the Norton Security board:

https://community.norton.com/forums/subscription-questions-ns-nsbu

Thanks.

Tony Weiss | Norton Forums Global Community Manager | Symantec Corporation
Kudos1 Stats

Re: What's happening with the new NIS and License Keys?

Why Bother?

All support is saying is NO. You can't upgrade now. You need to buy the new product.

Then they give some totally vague hope that the customer service "[B]elieve that the our Engineering team is now working for this issues." and not clear if the issue is self - renewing from NIS 20014 to NS or a free upgrade.

Terrible Norton PR

Frankly, I don't care. I have already uninstalled my NIS 2014 with 11 months to go on my license because I would rather have no relationship with Norton atm because of the way it is treating it's loyal customer base.

Posted: 23-Sep-2014 | 12:37AM in Norton Forums:

https://community.norton.com/forums/worst-happened-finally

[Note: Not fond of publishing telephone conversations:

Customer's name is changed to Customer

Customer Service Rep name is changed to X]

"You are now entering the chat room.

Welcome to Norton Support, my name is X. Please give me a minute to go through the information you have provided.

Customer: Thank yo X

X: Hello, Customer. As of the moment, you can still continue to use the Norton 360 Multi-Device with the same protection on your computer.

X: Customer, as of the moment we don't have the tool yet to generate a replacement order of Norton Security from a Norton 360 Multi-Device. However, there is no need to worry as your Norton 360 Multi-Device still has the ultimate protection on your computer.

X: If you want you can just purchase a new Norton Security once the Norton 360 Multi-Device Expires and you are very much welcome to contact us anytime so we can further assist you on installing it.

Customer: So I cannot update to the newest version I must wait for my current subscription to expire.

X: Customer, as of the moment, you can still use the current product that you have and get the same ultimate protection because there are no tools yet here on our end that can generate a replacement order of Norton Security product for you.

X: Yes, Customer, once your current Norton program expire then, you can decide to purchase a new Norton Security program for your computer.

Customer: Do you know when the tools will be available, my subscription is new and won't expire for over 300 days. I have always been able to upgrade to the newest versions as soon as they come out. I have read the forums and this seems to be the question on everyones mind.

X: Yes that is correct, Customer, because the newer version of Norton totally change its profile, however, there is no need to worry if you have your current Norton 360 Multi-Device as it still has the ultimate Norton protection.

Customer: That is very disappointing X. Your company has just lost my business. Please pass my displeasure to your bosses. Thank you for your time.

X: Customer, I really do understand where you are coming from however, as of the moment there are no definite updates yet on where we can upgrade the current version of Norton to the newer version of Norton.

X: If you want you can just contact us back anytime on our Support link: norton.com/chat to check if the free upgrades is already available.

Customer: And it sounds like you won't have one. This information would have been great a month ago before I updated my subscription as I would of waited. I will follow this in the forums I don't think I will be the only customer who is not happy with this.

X: I understand how you feel about it, Customer, because like you I also have the current version of Norton but still I can't change or replace it with the newer version, however, I really do believe that the our Engineering team is now working for this issues.

X: \I would like to thank you for your patience and cooperation along the process, I really do appreciate it.

X: Is there anything else that I may assist you with as of the moment?

Customer: No that is all, thanks for your time X. Have a good night.


So it looks like the answer to my question is a big NO."

Kudos0

Re: What's happening with the new NIS and License Keys?

Hi hok,

Please check that thread again. I've updated it with information that hopefully will change your mind. Thanks.

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

Re: What's happening with the new NIS and License Keys?

Hi and thanks for the replies!

This is a Consumer product, so come on now, let's be real...

I had a strong feeling that Symantec would not honor previous keys. This is a grave mistake. I will now be returning the NIS copies that I purchased recently at Tesco. After my current NIS subscription runs out, I will change to another vendor who truly cares about it's client base. Symantec should strongly reconsider it's position. Everyone will eventually go to V22, some sooner than others. But I feel cheated now and have been burned before - not a good combination.

Do the right thing and honor the previously bought Keys!

V22 was rolled out in a hurry without a clear transition plan in place, happily retaining it's current customers. Microsoft has more tact than this.They really do.

Let's say that 1 Million people have old (but valid) Product Keys. That leaves another 49 Million to make money on who are initially buying the product.

I hope some users revolt. Disgusted. Use Twitter.

Flavio_C

Kudos0

Re: What's happening with the new NIS and License Keys?

Am I correct in reading that if I buy NS, the remaining time on my NIS subscription will be transferred over to my new NS License?

And if that is so, would that apply if I did not buy NS directly from the Norton Store?

Kudos0

Re: What's happening with the new NIS and License Keys?

Thanks for the replies.

I know that I am just a Symantec customer which doesn't amount to very much. Now I have to return to Tesco my 3 copies of NIS 21 that I bought on sale. My brother is really bloody crazy since he cannot return the other NIS product that he bought for me as a gift. Symantec should do the right thing and HONOR those previously bought keys for NS 22. What a disaster.

I just love how these "rollouts" and "transition plans" are made ad-hoc whenever someone at Symantec feels like it. After my NIS 21 subscription is exhausted, I will change to another vendor and just be done with Symantec, since the company has slighted me. How bloody dumb is this a strategy to retain customers. Lets say that Symantec has a base of 50 million and 500,000 have valid keys that they have bought in the past. What's the big deal in honoring them. They will eventually be exhausted and then this whole thing won't be an issue.

Epic PR fail, I say.

Flavio_C :(

Kudos1 Stats

Re: What's happening with the new NIS and License Keys?

Am I correct in reading that if I buy NS, the remaining time on my NIS subscription will be transferred over to my new NS License?

And if that is so, would that apply if I did not buy NS directly from the Norton Store?

Hi hok, it really depends on the situation. As I wrote before, customer support will help you find the best solution, and I think you'll find the resolution to be fair. I can't speak to your specific situation, or if a product purchased not from the Norton Store would have the same outcome, but I think it would be worthwhile to contact them and find out.

Tony Weiss | Norton Forums Global Community Manager | Symantec Corporation
Kudos1 Stats

Re: What's happening with the new NIS and License Keys?

Flavio .... everyone .....

Please let's all give it time to settle down. Norton knows how we all feel and, come on now, they are not going to cut their own throats by nickel and diming customers who have already spent their money  -- there's too much competition out there.

And one lesson I've learned over the years both here and out in the wide world is to read between the lines -- Norton is not going to tell us to contact Support just to get a slap in the face with a wet fish .....

Remember how for years they let us work our way around marketing's strange idea that charging more for a renewal than for a new copy of the product made sense; it may make sense to attract new customers but not to keep them so they never stopped us from taking advantage of the market place although technically it would have been easy to do.

Just 2¢ from someone who ran a high technology company for years .....

Hugh
Kudos0

Re: What's happening with the new NIS and License Keys?

Hi huwyngr,

I appreciate your input, but the issue with Symantec not accepting unused Keys from NIS 21 should have been addressed months ago.

Flavio :)

Kudos3 Stats

Re: What's happening with the new NIS and License Keys?

Flavio

<< ...  should have been addressed months ago.  >>>

I don't think any of us as users, or of Norton Staff working the Forums, would disagree with you on this ....

But, without any back door evidence whatsoever believe me, I have to remember that there are multiple parties involved in a decision like this and some of them like Marketing have no visible presence in the Forums -- something I've always felt was a great shortcoming since this is where there is visible evidence of what happens when the "perfect" product meets the "imperfect" real world.

So what seems like a simple "this is a new product so of course it stands on its own feet" can have complications that now come up to the surface.

I think we should just quietly be glad that we have been given breadcrumbs to follow and so far (I've not caught up on today's messages yet) I have not seen complaints from those who have followed them since we were told what to do. Wrong advice given by support? So what's new -- it always happens everywhere. On this Tony has said categorically that mistakes will be rectified.

Hugh

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