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: [email protected]
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)
[email protected]
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 [email protected]
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 [email protected]. 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 SEO
Company and if I am confused i know the everyday Joe would be very confused.
ME (Wed May 11 09:58: 54
Edt 2011)
I literally canceled my MacAfee
Subscription to go back to Norton. At least their product was easy to download.
Jacob (Wed May 11 06:59: 00
Edt 2011)
Im sorry for any
Inconvenience this misunderstanding may have caused you.
Jacob (Wed May 11 06:59: 21
Edt 2011)
Please accept our
Sincerest apologies. We would like to assure you that we are doing everything
To resolve your issue.
Jacob (Wed May 11 06:59: 47
Edt 2011)
Mike, If you need I can
Help you to install the Norton program on the computer.
ME (Wed May 11 10:00: 02
Edt 2011)
I dont want you to touch
My licenses. I asked if you would refund one of my charges. I would like you to
Do that but DONT remove my license of add days. If you cant do that then this
Conversation is complete'
Jacob (Wed May 11 07:01: 58
Edt 2011)
Order #VAB50453619 is too
Old to be refunded. This order was placed 383 days ago. Orders older than 120
Days are not refundable
ME (Wed May 11 10:03: 02
Edt 2011)
Dude, please tell me
Your kidding me. I told you I bought TWO of your products yesterday! One for
$69 and one for $39. Are serious?
Jacob (Wed May 11 07:03: 19
Edt 2011)
Yes, that is correct.
ME (Wed May 11 10:03: 44
Edt 2011)
If you dont get this right
I will post this whole conversation on usacomplaints.com
Jacob (Wed May 11 07:04: 25
Edt 2011)
Mike, you have Norton 360
And Norton Antivirus on the subscription.
ME (Wed May 11 10:04: 46
Edt 2011)
STOP talking about my
Old licenses. They have nothing to do with this conversation. I gave you all
The information from BOTH of my orders placed yesterday
Jacob (Wed May 11 07:08: 36
Edt 2011)
Mike, you can contact back for the refund. As I can keep the case open for you.
Jacob (Wed May 11 07:08: 41 EDT 2011)
Is that okay for you?
ME (Wed
May 11 10:10: 47 EDT 2011)
No. This has been a ridiculous conversation. You clearly are not understanding my request and I can't afford to invest anymore of my day with you. This was a horrific experience. Good bye
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