live chat request - Problem Description: I just submitted an order, with just Norton Antivirus 2007 Update in my cart. But it appears that my purchase includes also Norton AntiVirus 2007 (not "Upgrade") and so I have been charged twice what I intended. Please Help!!!

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9:03 Analyst Poonguzhali is here to assist you.

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Poonguzhali(Sat Mar 17 2007 19:03:06 GMT-0500 (Central Daylight Time)):

Hello Maria_Cassimatis. My name is Poonguzhali.

...
Maria_Cassimatis: I was also charged for "Extended Download Service", which I had removed from my cart (by clicking on the trashcan icon) before submitting my order. But of course I am less concerned about that than about being charged for *two* Norton AntiVirus 2007 products, each at $39.99, rather than simply the one I selected.

Poonguzhali: Thank you for your patience Maria.
I pulled up your records and it shows that you bought Antivirus, Antivirus upgrade and Extended Download Service. Total charge comes around $87.97. Which one would you like to cancel now ?

Maria_Cassimatis: Thank you! I am happy to hear I can cancel.
I intended only to purchase the Antivirus upgrade.
Before you put the cancellation through, can you confirm that the upgrade is the right product for me, given that I already have Norton AntiVirus 2005?

Poonguzhali: Sure. Do you have Windows XP or Windows 2000 ?
Maria_Cassimatis:I have Windows XP.
Poonguzhali: Is your internet a high speed connection or dial up?
Maria_Cassimatis: DSL.

Poonguzhali: Great. You can very well have Antivirus 2007 upgrade.

Maria_Cassimatis:What would be the difference between the Antivirus and the Antivirus upgrade?
Maria_Cassimatis: (I'm pretty sure I don't need both!)

Poonguzhali:Yes. you do not need both. If you an existing customer then can go for 2007 upgrade whereas if you are a new customer then have to purchase Antivirus 2007.

Maria_Cassimatis: And since I already have Norton Antivirus on my computer, that does mean that I am "an existing customer", is that correct?

Poonguzhali: Exactly. you got it.

Maria_Cassimatis: Okay, thanks. I was pretty sure of this when making my purchase, but it is good to have confirmation. Can you cancel the Norton Antivirus (leaving the purchase of the Antivirus upgrade)?

Poonguzhali: Sure. I will process the refund for Norton Antivirus. Would you like to have Extended Download Service ?

Maria_Cassimatis:Thanks for asking. I was planning not to get it. But, since I have you here helping me, let me ask: Is it the case that without the Extended Download Service, I would NOT ever be able to reinstall the my Antivirus product?

Poonguzhali:Let me explain about Extended Download Service. With the help of this service you can re download the Antivirus number of times from the date of purchase for the period of one year.
Poonguzhali:If you do not have this service then, after 60 days from the date of purchase if you reinstall you would not be able to reinstall Antivirus product

Maria_Cassimatis: OK. I suppose I will take the Extended Download Service. So, that means I wish to cancel only the Norton Antivirus from my order.

Poonguzhali: Perfect. Shall I process the refund for Norton Antivirus alone ?

(I think they are probably told to say positive things like Great and Perfect. which works ok for me, I think maybe it does make me feel like things are going well. They are probably also told to say the person's name. Thank you Maria.)

Maria_Cassimatis: Yes please.

Poonguzhali(Sat Mar 17 2007 19:44:13 GMT-0500 (Central Daylight Time)):I have processed the refund for Norton Antivirus and the amount of $39.99
will be credited back to your account within 5-7 business days.

Maria_Cassimatis(Sat Mar 17 2007 21:46:48 GMT-0500 (Central Daylight Time)):

Perfect. Thank you, Poonguzhali.

Poonguzhali(Sat Mar 17 2007 19:48:08 GMT-0500 (Central Daylight Time)):

Pleasure is mine Maria.