Norton's Internet Security - promised, but didn't receive $ 20.00 rebate form

# 26 for February 6, 2002

Complaints.com received the following e-message on February 5, 2002:

From: Email User

Norton's Internet Security - promised, but didn't receive $ 20.00 rebate form Last spring when I needed to re-subscribe for my Norton's Anti-Virus (NAV) I had trouble doing it on-line and so called Symantec on the phone. The gentleman who assisted me convined me to not only to renew my NAV but also to get Norton's Internet Security program, saying that although it was $20 more to do so, they had a special promotion with a $20 rebate so it was really (initially anyway) the same price for both as it would be for NAV alone. I agreed. When the program arrived in the mail, no rebate form was found. After a series of frustrating email contacts that bounced me around from one dept. to another, I was told to print out an on-line rebate form and mail it in. I did so, without an original receipt of course as I'd paid by giving them my credit card number over the phone. I explained this when I mailed in the rebate form and everything else I could to document my purchase. I NEVER RECEIVED THE REBATE nor did anyone from Symantec contact me. Now it is getting near time to renew so I sent them a message telling them about my bad experience last spring and summer. I was once again referred to the rebate department.

Well, from experience, I know that goes nowhere so I have asked that they give me a phone number or call me so we can talk like real people and try to resolve this. I don't expect Symantec to do this. I am convinced they were dishonest about the rebate and/or simply don't have acceptable customer service to deal with messes like this. Either way, I am now considering another anti-virus and internet security program. The bottom line however: I would like others to know about this wholly, unacceptable situation with Symantec. I regard them as a very bad company to do business with and assume that they are either dishonest in their promotions or totally inept at customer service.

Either way, LET THE BUYER BEWARE!!! This is not a company you want to do business with.

Karen M. Gray, Ph.D.

1747 Edgewood Hill Circle #102

Hagerstown, MD 21740-3373

301-739-3073