Sam's Club sells JUNK

April 12, 2008

About a month and a half ago, I purchased Norton 360 antivirus protection from Sam’s Club in Middletown, NY. I have had problems every since. I contacted Symantec numerous times and they have been NO help.

I keep getting “An Internal Problem Has Occurred” message and no one at Symantec can tell me what is wrong. I am told that files have been corrupted, but no one knows why files keep being corrupted.

I have uninstalled and reinstalled the software several time and within 2 days the message is back.

Symantec has IN WRITING, that if you are not satisfied with their product, you can contact them and get a refund within 60 days of the purchase. Well, I have contacted them and requested a refund several times and they have only ignored my request. At this point in time, they now DO NOT respond to any of my emails.

I contacted Sam’s Club to let them know what Symantec is and has done about the purchase of their software. I thought maybe they could help since they sold the software. I received the following email:

Wendy, I am in receipt of your note letting us know the issues you are having

with the Norton product you purchased. I apologize for the inconvenience and

want you to know that all you need to do is bring in the product and the receipt

for a full refund. You may speak to me, Kim Lux (I amd the Membership Asst Mgr)

or speak to my Team Leader, Christine Sullivan. You may even print this e-mail

and bring with you to show that we have been in contact with you. $66.87 is a

lot of money and you should not be out that amount.

Again, I apologize for the inconvenience.

Kimberly Lux Membership Asst Mgr

Since Sam’s Club’s policy usually is to exchange only, I did not keep the receipt, so I emailed Kimberly to let her know that I did not keep the receipt. I then receive the following email:

Hi Wendy,

My name is Andrea and I am the Operations Manager. With out the receipt we can

have the membership associate look it up under your membership. With software

being copy righted I would only be allowed to exchange it for the same software.

I spoke to my Club Manager and he agreed that you can exchange for a new Norton

software. Any questions feel free to ask either for myself or Domenic who is the

store manager.

Thank you .

When Andrea said they could look up my purchase, I figured I could get my refund. I sent another email to her along with the email I received from Kimberly stating that I could get a refund. I then received the next email from Andrea:

Hi Wendy this is Andrea again. Like I said before copy right law I can not give

money back. All I can do is exchange for the same software. There is a web

addresss on the side of the box that you can write to because the software

company does have I believe a 60 day money back guarantee. I had another member

that I gave the same advice to. I am sorry for the inconvienience again if you

would like to talk to the club manager his name is Domenic.

So now not only is Symantec refusing to refund my money, but Sam’s Club does not care that THEY sold me the junk to begin with.

I have decided the best way to deal with Symantec and Sam’s Club is too post my complaint and do something that hopefully will embarrass both Symantec and Sam’s Club. I intend on making sure other consumers know that “I” believe Norton 360 is nothing but JUNK and that Sam’s Club sold me that junk.