本帖最后由 cyemail2008 于 2014-9-26 00:11 编辑
今天找美国的客服聊了一下，客服告诉我他也没有办法直接把Norton 360的密钥换成Norton Security 22的，也没办法把剩余天数添加到新买的Norton Security 22里面去。
然后，他很自作主张地把我现有的密钥又增加了100天，从106天变206天了……好吧，客服你赢了，我只能回答“Thank you anyway”了……
下面是我的聊天记录，客服叫 Tarun_Gupta，我叫 Jacob Chen，如果大家有兴趣的话可以稍微看一下，我已经把主要内容在上面用汉语解释了。当然，其中我的邮箱、手机号和产品密钥用******隐藏掉了：
（下面几行可无视……）
Welcome to Norton Support, my name is Tarun_Gupta. Please give me a minute to go through the information you have provided.
Tarun_Gupta: I do apologize for the delay, we are currently experiencing an exceptionally high volume of chats.I would like a moment to read through the query you have so that we can then work on solution together.
Tarun_Gupta: Thank you for your time and patience. I will try my best to resolve your issue.
Tarun_Gupta: Could you please confirm your email address and phone number.
Jacob Chen: My email is ******@*******.com.
Jacob Chen: And my phone number is +86*******.
Tarun_Gupta: Thank you for the information.
Tarun_Gupta: For future reference please retain your case number *******
Jacob Chen: Got it.
（……上面几行可无视）
（客服先问我要了密钥）
Tarun_Gupta: May I know your Norton 360 product key for better assistance?
Jacob Chen: Wait for a moment, please.
Tarun_Gupta: Sure Jacob.
Jacob Chen: It is *******
Tarun_Gupta: Thank you Jacob.
（然后又告诉我密钥剩余106天）
Tarun_Gupta: I would like to inform you that your product key ******* has a 106 days and It will expire on Jan-2015.
Jacob Chen: And?
Tarun_Gupta: You can use your product untill 106 days.
（然后我问他，我想用最新的Norton Security 22 该怎么办）
Jacob Chen: However, I want to use the up-to-date Norton Security. The new Norton Security can't be activated by the product key that I have. So, how do I activate it?
（结果他可能是看错了，以为我要激活NIS……）
Tarun_Gupta: Jacob, I would like to inform you that you have provide product key for Norton 360 and it can not be use to activate Norton Internet security product.
Tarun_Gupta: Please provide me Norton Internet security product key.
Jacob Chen: I mean the new Norton 2015 software, called Norton Security, not Norton Internet Security.
（他建议我在Norton 360到期后再买Norton Security 22……无奈）
Tarun_Gupta: Jacob, I would like to inform you that for Norton security you need to buy It once your product Norton 360 will expire.
Tarun_Gupta: We can not use Norton 360 product key with Norton security.
（下面这一句，我是在问能不能把360的密钥兑换成Norton Security 22的，客服说不能……碰壁）
Jacob Chen: Is there any way to redeem a Norton Security key with the Norton 360 key I have?
Tarun_Gupta: I am really sorry Jacob.
Tarun_Gupta: You can not redeem Norton security key with Norton 360 key.
（然后神奇的事情出现了：他居然提出这么个补偿——再给我免费续订100天的Norton 360）
Tarun_Gupta: If you wish I can add 100 days subscription in your Norton 360 product and you can protect your up to 3 PC's with this product.
Jacob Chen: And it will cost?
Tarun_Gupta: It will not cost you anything as you are our valuable customer.
Tarun_Gupta: Does It sound good to you?
（我暂时忽略了他的“好意”，我主动退让，我说能不能把Norton 360 剩余的订阅天数加进新买的 Norton Security 22 里面……）
Jacob Chen: Wait a second... If I bought a Norton Security key now, may I ask your help to add my remaining days subscription into the new one?
（……结果他没正面回答我的问题，擅作主张地给我加了100天，还是建议我在Norton 360到期后再买Norton Security 22……再次无奈了）
Tarun_Gupta: Jacob, I would like to inform you that I have successfully 100 free subscription days in your 360 Product and you can buy once this subscription will over.
（他反过来问了一个看似不相关的问题：问我能不能在网站上面看到Norton Security 22，我抱怨说能看见，但不能激活啦）
Tarun_Gupta: May I know if you are able to see Norton security product on website?
Jacob Chen: Thank you anyway!
Jacob Chen: Yes, I can.
Jacob Chen: I can download the trial software, either.
Tarun_Gupta: You can download a trial software for Norton security now.
Jacob Chen: Yes, but I cannot activated it for now, as I said. It looks like it is what it is. I don't have any other questions. Thank you for your help, again!
（他又问了我有没有个J开头的密钥，不知道想干嘛，还想给我加100天么……我说已经过期了，就不了了之了）
Tarun_Gupta: May I know your product key which will start with "J"?
Jacob Chen: What? I have an expired key of Norton Internet Security
Jacob Chen: ******
Jacob Chen: Is this key you want?
Tarun_Gupta: No, Jacob
Tarun_Gupta: This is wrong product key.
Jacob Chen: OK...
（第三遍建议我到期后再买……）
Tarun_Gupta: I would like to suggest you to please use Norton 360 untill 206 days and buy Norton security product once this will expire.
（我就说，那你帮我向你的主管反映一下吧，这种政策令人很不满意的。客服当然会说抱歉了，然后就没有了……下面可以不看了）
Jacob Chen: OK, I know. In fact, I am surprised that the new version Norton can't be activated by formerly purchased key. May I ask you for me to let the related consumer support supervisors know that this policy is really unsatisfactory? Thanks!
Tarun_Gupta: I do apologize for any inconvenience caused.
Tarun_Gupta: Is there anything else I can assist you with ?
Jacob Chen: That's all. Thank you for your help.
Tarun_Gupta: Should you have any questions in the future, you are always welcome to contact us though chat.
Tarun_Gupta: It was a pleasure to help you, thank you for using Norton products, have a great day!
Jacob Chen: You, too. Bye!
反正总结下来就是各种 No, no, no!
此贴供大家参考，且为本人第一次发帖，请轻拍。 |
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发表于 2014-9-26 00:04:22
楼主
客服就是用来出气的，政策不是他定的，其实找他屁用没有
