McAfee fail

[vmwerks]

Background - I've worked in technology for many many years as a consultant, IT manager, engineer etc ad infinitum. I have always used McAfee both personally and in the Entreprise networks I've been in charge of. Recently I upgraded to a new laptop and purchased the latest McAfee antivirus plus. I am of the mind that install software on a fresh machine ought to run fairly well. This install hosed my laptop everytime I installed it - I was frustrated and maybe I'm in a bad mood today but I went online to ask for a refund...



GoToAssist
Thank you for contacting McAfee Consumer Support. An agent will be with you shortly.
Selvin
Hello, Walter. Please give me a moment while I review the description you have typed in.
Customer
Ok
Selvin
I have reviewed your description and I will be happy to help you.
Selvin
One moment please, while I look up your account details. I appreciate your patience.
Selvin
Walter, I see that you have valid McAfee products registered under the e-mail address walter.ford@xxxxxx.com.
Customer
yes
Selvin (14:27:15):
After researching your account, we have found that your McAfee VirusScan Plus was auto renewed. Would you like a refund for this recent charge and cancel the McAfee Protection feature permanently, so that you will not be billed again in future?
Customer
It wasn't autorenewd, I just purchased it the other day. It hoses up my laptop and renders it unuseable, after installing and deinstalling it is the McAfee product that hangs my machine, a BONE STOCK Dell laptop that is less than 5 days old
Selvin
Thank you for the information. I will be happy to help you.
Customer
Refund my money - I've deinstalled already
Selvin
Would you like to have chat with our free technical support?
Customer
No I shouldn't have to - it either works or it doesn't, bear in mind my laptop is brand new and bone stock
Selvin
Walter, the issue you have described is a technical related concern and would be best addressed and resolved by our Technical support team. I can help you get in touch with them. Would it be okay if I transfer your chat session to our free technical chat support team?
Customer
No, refund my money please - I've already purchsed Kapersky and it works perfectly
Customer
I've been a McAfee customer for almost 20 years too - it's sad
Selvin
Okay, Walter.
Selvin
As you are our valuable customer, I can help you cancel the recent renewal charge and help you place the order for 3-user McAfee InternetSecurity at 50% discount. The cost will be $39.99 + taxes. Is that okay with you?
Selvin
Are we still connected?
Customer
yes
Selvin
As you are our valuable customer, I can help you cancel the recent renewal charge and help you place the order for 3-user McAfee InternetSecurity at 50% discount. The cost will be $39.99 + taxes. Is that okay with you?
Customer
WHAT? REFUND MY MONEY
Customer
I'm not giving you MORE money
Selvin
Please give me a moment while I process your refund. I appreciate your patience.

[TNP'R]

Well at-least they refunded you in the end but shouldn't have had to go through the hassle.

[vmwerks]

Well at-least they refunded you in the end but shouldn't have had to go through the hassle.

Yeah that's my point - I've never asked for a software refund before either.

[orangeglo]

I am going to go ahead and doubt vm's credentials based only on his use of the word deinstall.

[Rhythm of Life]

Sounds like you have an attitude with someone who has given you none.

And an IT pro using McAfee...... LOLOLOLOLOLOL

[2DoorImpala]

I am going to go ahead and doubt vm's credentials based only on his use of the word deinstall.

[GlockBlocker]

I am going to go ahead and doubt vm's credentials based only on his use of the word deinstall.

I missed that, but thought the terms hoses and BONE STOCK were pretty funny descriptors and no OS mentioned considering the background preamble. Not like anything else would have helped though.

Kudos to McAfee for refunding the money for software.

You can't expect much from primary level tech support. The up-sell was funny though. He probably hit the wrong auto-respond phrase... twice

If it's not hosing everyone's laptops, then maybe there's something a little new or something Dell puts on there that is interfering, that wasn't tested in McAfee's QA process.

Still frustrating I know.

[shooterfpga]

i stopped using mcafee about the time i stopped using windows 95. there were a lot better competitors to the game that had a smaller footprint and better algorithm for detecting true infections and not fake hits.

[Peter.Steele]

[2DoorImpala]

Thats obviously a pirated copy of M$

[nick]

Sounds like you have an attitude with someone who has given you none.

And an IT pro using McAfee...... LOLOLOLOLOLOL

Hey, be nice. Some of us had it forced upon us...

[Peter.Steele]

Thats obviously a pirated copy of M$

Again.

[a1c]

I gotta say, since I switched back to Macs 7 years ago, there is one thing I don't miss: anti virus software.

[TenSeven]

MacAFEE used to be the be-all of antivirus software. They got too full of themselves and decided to charge WAY too much for their (now) average product.

AVG. Done.

[Zartan]

I'd rather do the chat than try to understand them on the phone!