Best Buy & Geek Squad Policies

[Spine_1912help]

Hello,

   I'm having a majorly confusing problem here.

My grandmother bought me a laptop for Christmas, geeksquad was supposed to set it up. When I got it and booted it up it said that Norton had not been installed... Slightly miffed I noticed a CD attached to the side of the laptop box, the CD was Norton and I loaded it and attempted to activate it. THIS IS WHERE THE PROBLEM STARTS, not only could I not activate it, the pop-up said that the Norton CD was not activated in the store. When I called BestBuy I was thrown around and eventually told to call Norton. Norton referred me back to BestBuy, can somebody tell me what I should do?

Do I have to take it back to the store?

Can I do that without going to my Grandma for the receipt?

[Mariel-BBY Community Connector]

Hello Spine_1912help -

Aaron, from our Social Media team, will be reaching out to you regarding your concern. Thank you for your continued patience!

[Aaron-GS Community Connector]

Hello Spine_1912help,

If you’ve encountered difficulties activating your copy of Norton Antivirus and the purchase is in your grandmother’s name, then your grandmother will need to contact our subscription software services team directly for assistance.  That team can be reached by calling 1-888-BEST-BUY (1-888-237-8289) and asking to speak with software support.  We aren’t able to provide in-depth troubleshooting support through this forum or by e-mail, but I have confidence that a phone rep will be able to help you find a solution.

Let me know if you have any other questions.  You can send me a private message by signing into the forum and then clicking on either my signature below or the letter icon in the upper right-hand corner of the page.

[rkuenecke]

I have been having a similar problem. My norton antivirus was installed by my husband with the CD given to us at best buy and was supposed to last six months. I continually got notices that the software was expiring. I called best buy customer service when it was about to expire the first time. After talking with three different people, I had to uninstall and reinstall something. Then the whole process started over again!! Right now I don't even think my computer is protected. I just started a new job and dont have the time to keep calling only for the process to start over again. VERY frustrating. I am afraid my computer will get a virus in the mean time...

[rkuenecke]

The subscription team mentioned in Best Buy's solution above was the same one that did not initially solve my problem.