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allan

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#62155 31-May-2010 15:28
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Freitasm posted a link to a competiton being run by Symantec, that requires the use of a promo code found on the above site, together with your Product Key generated when the product was first registered. You need to have one of the qualifying products (Norton Internet Security or 360 from 2006 onwards) and have at least eight days remaining on subscription.

Excellent I thought, quite like a trip to the Paris and Belgian Grand Prix, I'll enter.

Fail 1
WRONG - despite having a current subscription, after entering my Product Key, I keep getting an error of: “Sorry, the key you have entered is for a product registered outside of the promotion dates.”. Well yes it is, but nowhere in the Terms and Conditions does it actually say that - in fact if I had a four year old copy of NIS, it would not actually be possible would it?

Fail 2
Checked their web site for contact details, rang the number listed for their Wellington office - not their number and obviously whoever has it is well and truly tired of getting calls for them, told me the number was wrong and hung up on me.

Fail 3
While on the NZ/AU web site, I noticed there are no NZ phone numbers listed for Product Support, only Australian 1800 and 1300 numbers. Well that's a great way to reduce support calls...


I've since rung their Auckland office number and have had the receptionist take my details, but since she told me that she was aware that the Wellington number was incorrect and she had been "trying to get someone to fix it", I'm not holding my breath.

Any Symantec employees reading this?

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freitasm
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  #336636 31-May-2010 15:37
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Is the software subscription still current? The rules say "2.Have at least 8 days remaining on your Norton 360 or Norton Internet Security (2006 or later) subscription".





 

 

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allan

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  #336641 31-May-2010 15:48
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Yep - I have 217 days remaining in the current subscription.

 
 
 
 


freitasm
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  #336647 31-May-2010 15:57
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Interesting... I tried with a registration key I have here and it did come up with the same error message, even though it was registered in Sept 2009 and still valid until Sept 2010.





 

 

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allan

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  #336653 31-May-2010 16:06
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Ah well, not just me then. Got any inside contacts in Symantec Mauricio?

nate
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#336657 31-May-2010 16:12
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allan: Ah well, not just me then. Got any inside contacts in Symantec Mauricio?


Are you kidding? The BDFL has contacts everywhere.  He's part of the South American Mafia.

allan

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  #336664 31-May-2010 16:18
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Yes I was hoping that might be the case!

allan

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  #336696 31-May-2010 17:29
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Latest update: Had several calls from a Symantec Call Centre, who after some to'ing and fro'ing, were persuaded that that was an issue affecting not just me and that they didn't really need to remotely connect to my PC to verify the problem.

They have now confirmed the issue, given me a case number, need to escalate it and have advised that I can expect to hear back in 24 to 48 hours.

I retract my scepticism about the Auckland Office not passing on the issue.

 
 
 
 


shelaghd
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  #336726 31-May-2010 18:51
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Hi - I'm on the Norton marketing team at Symantec.  There was indeed an issue with our online redemption system rejecting product keys for this particular promotion.  It has now been fixed.  Please try again from the www.europe.norton.com site - and thank you for bringing it to our attention.




shelagh@norton

freitasm
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  #336732 31-May-2010 19:04
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Thanks, Shelagh... I can confirm it's working fine now.





 

 

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Geekzone broadband switch | Eletricity comparison and switch | Hatch investment (NZ$ 10 bonus if NZ$100 deposited within 30 days) | Sharesies | Mighty Ape | Backblaze | Amazon | My technology disclosure


allan

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  #336778 31-May-2010 21:04
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shelaghd: Hi - I'm on the Norton marketing team at Symantec.  There was indeed an issue with our online redemption system rejecting product keys for this particular promotion.  It has now been fixed.  Please try again from the www.europe.norton.com site - and thank you for bringing it to our attention.

Yes all working for me now too. Thanks for your help and the VERY prompt response from Symantec.

shelaghd
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  #336986 1-Jun-2010 12:32
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No, we thank you.  We're adding the Norton Product Support NZ number (it's 0800 174 089 by the way) to the general Contact Us page on symantec.co.nz.  And getting the Symantec Wellington office details updated and corrected on yellow.co.nz.  Again, thank you for bringing these issues to our attention.




shelagh@norton

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