Sep 11, 2006
Same firm, different online pricing
RECENTLY, I renewed the subscription for my Norton anti-virus program online and paid $52.18.
The next day, one of my colleagues went into the company's United States website and, after making the necessary conversion back to Singapore dollars and using a $5 coupon code, the price came to $38.41.
I called the customer service hotline and the man I spoke to said that I should not go in via the US website as I am based in the Asia-Pacific.
I pointed out that it should not matter because it is all under Symantec and there should not be any discrepancies in pricing.
A few minutes later, he told me that their system was down and that I should try calling again the next day. He added that I should not worry as I have already paid for my renewal. Did he even understand my question?
I called the centre again a few days later. This time a woman said I should e-mail my confirmation order and credit card statement. I told her I have not received my statement. She then asked me to send in whatever I have via e-mail to her.
So I sent the confirmation order and a screenshot of the discrepancy in pricing. It has been two weeks and I have yet to hear from Symantec.
Rosalind Ow (Ms)
