Symantec AKA Norton Failed to refund purchase price as promised for product that did not work false promises Cupertino California
I purchased and attempted to install Norton AntiVirus 2003 on my WIN 98 SE system.
Could not get it to work, and called their customer service department on 11/07/2002. I was told to destroy the program CD, fill out a form, and send it together with copies of sales receipt to them via FAX, so that a refund could be sent to me.
All was done as requested on 11/08/02, per instructions from Grace Foreman - Grace.Foreman@softwarespectrum.com.
The refund was not received by 02/24/2003 so I sent an E-mail to Grace Foreman - no response.
Furthur attempts to get the refund due me were made, also with no response.
Harold
Denver, Colorado
U.S.A.
1 Updates & Rebuttals
B
San Antonio,Texas,
U.S.A.
I found the right person at Symantec... you CAN get your money back!
#2Consumer Suggestion
Thu, February 05, 2004
I went through something very similar to your case. I also sent my product and proof of purchase to a person at Symantec and after some minor "hiccups" I am now expecting my refund any day now. You should e-mail Lynn Adams (lynn.adams@ece.com) who is a senior level customer care associate for Symantec and ECE (the company hired to process escalated complaints). Lynn will work with you if you give here the opportunity.
If you want, you can also ask her to get you in touch with Mr. Cosmo Battinelli who is the Symantec senior VP of customer care... he called me personally and has truly sped things up.
I understand your frustration. It's mind-bending at times. Symantec is apparently growing at such a record pace that they are just overwhelmed and they don't have the people or processes in place to handle simple customer complaints. If you'll contact Lynn Adams via e-mail, I think you'll see some positive action. Good luck!