Complaint Review: Norton Anti Virus

Recently I bought a subscription to Norton

antivirus. The license promised me 3 copies. After downloading the first copy

it was like rocket science downloading the next copy so I just bought another one.

I contacted Norton for advice on how to download my other two copies and I gave

them all of the information from my purchase. I spent a total of one hour and

twenty minutes and below was the conversation. Please excuse the typos as we

were in chat and I rushed. Also, I have purposefully hidden some of my personal

information.



 

LiveAssist Chat 









Status Analyst Jacob is

here to assist you.



Issue: Yesterday I bought your

product so I could put in on 3 pc's. Order # NP11254xxxx. I only put in on one

computer and it looks of it I do not have any more licenses. cant tell what version.

Confirm that I still have 2 licenses and how do I activate them 







ME has entered room.





Jasooly has entered room.





Email with reconnect link

has been sent to:mME@xxxx.com







Jasooly(Wed May 11 05:57:36

EDT 2011)>



You are being transferred

to Jasooly.





Jasooly(Wed May 11 05:57:51

EDT 2011)>



Welcome to Norton

Support. My name is Jasooly. Can I please have a minute to go through the

information you have provided?







ME(Wed May 11 08:58:08

EDT 2011)>



yes







Jasooly(Wed May 11 05:59:06

EDT 2011)>



Just in case I need to

call you back, can I please have your phone number with the country and area

code?







ME(Wed May 11 08:59:26

EDT 2011)>



757xxx-xxxx







Jasooly(Wed May 11 06:00:42

EDT 2011)>



Thanks Mike, your case

number is 50505xxxx . Please make a note of this.







Jasooly(Wed May 11 06:02:47

EDT 2011)>



I am sorry that you are

having subscription issues with the Norton product. I can certainly help you to

fix this issue.







Jasooly(Wed May 11 06:03:15

EDT 2011)>



Can I put you on hold for

2 or 3 minutes while I look into this for you?







ME(Wed May 11 09:03:42

EDT 2011)>



sure.







Jasooly(Wed May 11 06:10:02

EDT 2011)>



Thank you for being on

hold. May i know your email address which you used to make the purchase.







ME(Wed May 11 09:10:21

EDT 2011)>



mME@xxxx.com







Jasooly(Wed May 11 06:11:16

EDT 2011)>



I see from the records

that you have renewed the subscription for Norton 360.







ME(Wed May 11 09:11:54

EDT 2011)>



yes, I told you that.

What is the version?







Jasooly(Wed May 11 06:13:15

EDT 2011)>



Mike, you are having the

latest version of Norton 360 on your computer.







ME(Wed May 11 09:13:52

EDT 2011)>



thats not what i asked.

I asked What version is it? 5.0? Is that the latest one?







Jasooly(Wed May 11 06:14:50

EDT 2011)>



Yes Mike, 5.0 is the

latest version of Norton 360.







ME(Wed May 11 09:16:44

EDT 2011)>



okay - it's been 17

minutes and you have not told me anything. how do I access the other two licenses?







Jasooly(Wed May 11 06:16:57

EDT 2011)>



Mike, we have a specialized

team for the issues related to Norton 360. I can transfer this session to that

queue. Shall I proceed?







ME(Wed May 11 09:17:51

EDT 2011)>



So you cant help. If you

are saying that is the only way I can get help then yes, I guess I have little

choice.







ME(Wed May 11 09:18:40

EDT 2011)>



I dont understand why

you didnt do that in the  first place.







Jasooly(Wed May 11 06:19:42

EDT 2011)>



I'm sorry, Mike. I am

going to directly put you across to a Norton 360 specialist. I have also made a

note of the issue so that you won't have to repeat it again.







Jasooly(Wed May 11 06:20:05

EDT 2011)>



I will transfer your case

immediately. It could take a minute or two for [him/her] to pick up your

case.  Please hold on.







ME(Wed May 11 09:20:20

EDT 2011)>



okay







Jasooly(Wed May 11 06:21:01

EDT 2011)>



Please wait, while the

issue is escalated to another analyst.















Jacob has entered room.







Jacob(Wed May 11 06:21:40

EDT 2011)>



Welcome to Norton

Support.



My name is Jacob.



Can I please have a

minute to go through the information you have provided?















Jasooly has left room.







ME(Wed May 11 09:22:22

EDT 2011)>



hello







ME(Wed May 11 09:22:46

EDT 2011)>



after 20 minutes do I

really have to go through all of this again?







Jacob(Wed May 11 06:23:16

EDT 2011)>



Hi Mike, I see that

you're having problems with activating the Norton program with the product key.

Is that right?







ME(Wed May 11 09:23:52

EDT 2011)>



NO.







ME(Wed May 11 09:23:54

EDT 2011)>



Yesterday I bought your

product so I could put in on 3 pc's. Order # NP11254xxxx. I only put in on one

computer and it looks of it I do not have any more licenses. cant tell what version.

Confirm that I still have 2 licenses and how do I activate them







ME(Wed May 11 09:24:07

EDT 2011)>



my email is mME@xxxx.com







ME(Wed May 11 09:24:13

EDT 2011)>



my phone is 757xxx-xxxx







Jacob(Wed May 11 06:25:38

EDT 2011)>



Mike, you have Norton

Internet Security with 138 days left on the subscription .







ME(Wed May 11 09:26:08

EDT 2011)>



No, you are talking

about the PC  am on now. AGAIN....







ME(Wed May 11 09:26:23

EDT 2011)>



I bought 3 licenses

YESTERDAY.







ME(Wed May 11 09:26:30

EDT 2011)>



i downloaded one







ME(Wed May 11 09:26:38

EDT 2011)>



how do I get the other

two







ME(Wed May 11 09:26:45

EDT 2011)>



it  looks like I dont have any







Jacob(Wed May 11 06:26:55

EDT 2011)>



Could you please provide

the product key?







ME(Wed May 11 09:27:27

EDT 2011)>



TFV2T774CKMXPYGWGXCQxxxx







Jacob(Wed May 11 06:27:36

EDT 2011)>



Thank you.







Jacob(Wed May 11 06:28:37

EDT 2011)>



Mike, you have Norton 360

with 364 days left on the subscription .







Jacob(Wed May 11 06:28:59

EDT 2011)>



You can activate the

Norton program with the same product jKey.







ME(Wed May 11 09:29:12

EDT 2011)>



I am REALLY frustrated

now. I have been in chat for 30 minutes and no one can answer the ONE question

I have asked.







ME(Wed May 11 09:29:31

EDT 2011)>



I said it looks like I

dont have anyl icences left. Do I?







ME(Wed May 11 09:30:34

EDT 2011)>



This is ridiculous that

it takes this long to get an answer to what is seemingly an easy problem for

you to solve







Jacob(Wed May 11 06:30:59

EDT 2011)>



Mike, you can activate

the Norton program on three computers.







ME(Wed May 11 09:31:27

EDT 2011)>



can you CONFIRM that I

have two licenses left? Yes or not\?







Jacob(Wed May 11 06:32:04

EDT 2011)>



Yes, you have two licenses

left on your subscription .







ME(Wed May 11 09:32:46

EDT 2011)>



Okay, so please tell me

the steps i need to take to add it to another pc.







Jacob(Wed May 11 06:33:15

EDT 2011)>



Do you want me to

download and install it on the another computer?







ME(Wed May 11 09:34:28

EDT 2011)>



No. I want you to me how

I can do it. Step by step. It should not be that hard for me to do.







Jacob(Wed May 11 06:35:41

EDT 2011)>



Alright, I can provide

the steps to download the Norton program on the another computer.







Jacob(Wed May 11 06:37:23

EDT 2011)>



You need to download the

product from this link http://www.norton.com/n360s_5



 



 



 



and save it onto your

Desktop first.Once the download gets completed,



 



 



 



you have to run the file

that you downloaded in order to complete the installation of the Norton

product.



 



 



 



The installation will get

completed on its own and after the installation you will get a prompt to

activate the product. When you get the prompt you have to enter the Product Key

and complete the activation of the product.







ME(Wed May 11 09:40:00

EDT 2011)>



That's all I asked and

it took 42 minutes to get the answer. WOW. I am sorry but that is horrible

Customer Service. If I post this whole chat online I think others would agree.

It should not take this long







Jacob(Wed May 11 06:40:51

EDT 2011)>



I am sorry for the delay.







ME(Wed May 11 09:41:05

EDT 2011)>



I tried to download this

all night last night and kept getting error messages. Finally I just bought

ANOTHER license under the email address mME@cox.net. After all these problems

can you refund that one charge?







Jacob(Wed May 11 06:42:05

EDT 2011)>



Let me check the

information for you.







ME(Wed May 11 09:43:07

EDT 2011)>



The order # was NP11255xxxx

. bought last night. Product Key: V8G4VMV8FDCXH4CQH8BWxxxxx . Do NOT cancel the

service.







ME(Wed May 11 09:43:23

EDT 2011)>



Charge for that one was

$39.99







ME(Wed May 11 09:43:39

EDT 2011)>



Serial number: 83Q9KBGxxxx







Jacob(Wed May 11 06:44:02

EDT 2011)>



Shall I add the days for

the Norton 360.







Jacob(Wed May 11 06:44:12

EDT 2011)>



Is that okay for you?







ME(Wed May 11 09:44:32

EDT 2011)>



What do you mean?







ME(Wed May 11 09:45:34

EDT 2011)>



hello?







ME(Wed May 11 09:46:30

EDT 2011)>



Did you leave for a

coffee break?







Jacob(Wed May 11 06:47:04

EDT 2011)>



No, Mike I am checking

the details for you.







Jacob(Wed May 11 06:47:40

EDT 2011)>



Mike, you have placed a

order for Norton 360 it is NP18xxxxx







ME(Wed May 11 09:48:50

EDT 2011)>



yes, I know.







Jacob(Wed May 11 06:49:41

EDT 2011)>



May I know which order

you need the refund?







ME(Wed May 11 09:50:13

EDT 2011)>



The order # was

NP112559757 . bought last night. Product Key: V8G4VMV8FDCXH4CQH8BWCxxxx . Do

NOT cancel the service.



 



ME(Wed May 11 09:43:23

EDT 2011)>Charge for that one was $39.99



 



ME(Wed May 11 09:43:39

EDT 2011)>Serial number: 83Q9KBGMxxxxx



 







ME(Wed May 11 09:50:30

EDT 2011)>



did you not see that?







Jacob(Wed May 11 06:50:39

EDT 2011)>



Yes, Mike I can







ME(Wed May 11 09:54:07

EDT 2011)>



okay, I assume you will

take care of that today?







Jacob(Wed May 11 06:54:23

EDT 2011)>



Mike, you have another

Norton program with order number NP184xxxxx







ME(Wed May 11 09:55:00

EDT 2011)>



yes I know.







Jacob(Wed May 11 06:54:55

EDT 2011)>



 Order # NP1125xxxx. for Norton 360.







ME(Wed May 11 09:55:14

EDT 2011)>



yep.







Jacob(Wed May 11 06:55:40

EDT 2011)>



You can cancel any on the

order or I can combine the days and add on your Norton program.







ME(Wed May 11 09:57:10

EDT 2011)>



you know what, you are

just confusing me and I cant waste another minute of my time. You leave my

order alone. I will not buy this product in the future.







ME(Wed May 11 09:57:43

EDT 2011)>



I own in internet s****.>