Melissa's Place

Stupid Symantec

I recently renewed by Norton Antivirus online. In fact, I upgraded to Norton 360. I asked Mark if this was safe to order it online and he said yes. But I was skeptical.

My order came to $74.12. I printed off the electronic confirmation because I’m just that kind of a gal. (Truth be known, I printed it off twice).

When I checked by Visa bill though, I’d been overcharged. Not by much. By $2.09.
So I went to Symantec’s website and I typed a very brief but to-the-point e-mail regarding this issue.

I got a response that I found useless. They re-iterated that I had been charged the correct amount and their documentation showed it. They also forwarded me another copy of my electronic confirmation.

I got this e-mail yesterday morning and at first I replied to the e-mail with a letter about how I wouldn't cause a big fuss over $2.09 but this incident would CERTAINLY affect whether I did business with Symantec in the future.

But I couldn't let the injustice go, so I decided to phone Tech Support right away (7am). Surprisingly, there isn’t a long wait at that time of the day. I was very blunt about my problem to the customer service dude and I said the response I’d received had been condescending and unhelpful and I JUST needed someone to go over to Accounting and confirm that I’d been OVERCHARGED for my product because surely they had on records how much my Visa had been charged. He said he’d check.

He put me on hold for at least ten minutes.

When he came back, he was quite calm and, to his credit, not the least bit snarky when he explained that because of the Exchange Rate of the Canadian Dollar my credit card bill may have shown a slightly larger amount than the actual electronic confirmation.

I said, “Oh…..that was in American dollars?”

He said, “Yes.”

And I swallowed my pride….(it took several gulps)… and said, “Well you’ve been VERY helpful today. Thank you SO much for your time.”

“Is there anything else I can help you with today Miss Loftus?”

“No. You did a great job. Thanks.”

EPILOGUE:
This morning I received an e-mail from a very flustered and apologetic tech support lady (the one who received my e-mail yesterday) and she'd like me to send a digital screen picture of my credit card statement showing the inappropriate charge and they'll do whatever they can to regain my trust in the company.