Faulty software

I bought a Norton Antivirus DVD from Game, Festival mall. It can be installed on 3 laptops/pc`s. When I tried to install it , it said it was already else wear installed, it cannot be installed. When I went back to game, they didnt want to replace the item (or refund it), they said they have to clear it with Norton. After 45 min I had to leave, they said they will sort it out and phone me in an hour or so and I`m still waiting. That was yesterday morning 9.30!