Bad Refund Experience
Written: Apr 11 '07 (Updated Apr 12 '07)
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After purchasing Norton, I found myself unable to use their product. I decided to request a refund. However, their refund request method involves submitting in an online form and following up in an email. But the initial refund request form sent me to a blank "error" page. I resubmitted several times with the same result. When I finally did receive an email, the link provided took me to a webpage with no way to finalize the refund. After being sent in circles for an hour, I wanted to call and request my refund over the phone. But of course there is no phone number listed at the Symantec website. Having done this before, I found myself again forced to do my own detective work. Using the physical address listed, I went to Superpages.com and located a telephone number, 541-335-5000. After listening to a a lengthy recording, I was given the number 1-800-441-7234. In the end, I spoke with someone who issued my refund, but only after 15 minutes on hold. It is really bad business to hide contact phone numbers from customers, and I do I not appreciate their confusing online refund request form.
Recommended:
No
What product did you purchase or try to purchase? Norton 360
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