SANTA CLARA, CALIFORNIA -- I have 2 computers, 1 has the Security-as-a-service and Total Protection on the other. I have yet to have a good experience with McAfee's tech support. They arrogant and don't do anything. They have not been truthful and even destructive.
First problem: Needed help to re-install my Security-as-a-service on my main computer. The first thing the guy did was delete half the icons on my desk top which included some very important documents and then resorted the rest so I couldn't even figure out what he deleted. Was in shock that this twit deleted my files without so much as asking me first what they are.
Second problem: The Total Protection on my other computer started having programs fail and sometime after boot up not be running. When I called tech support they would just reset it and say see it is fine but when I asked why did it go down they would repeat it is fine now. When I tried to push for an answer they would just keep repeating that it is working now and not give me an answer. Even when this problem re-occurred each tech person refused to answer my question.
Third problem: Started having similar problems with my Security-as-a-service where processes fail or my firewall would mysteriously be turned off. Again the tech would just reset and turn it back on but would not check the integrity of the AV program. Again when I asked about what cause the problem they refused to answer me.
Final problem: Started having problems with my main computer and while talking the Computer Tech Support they immediately said sounds like a virus. Sure enough they found several infections some very serious that have been on my computer for several months.
When I called McAfee Tech Support they gave me a double talk that there was nothing wrong with my system even though I had a log report the other AV I used to clean my system. It also turned out that my second computer was also infected. It was clear that the 2 AV programs I was using from McAfee were compromised and not fully working but yet when I was talking to a supervisor in the McAfee tech dept. he claimed that there was nothing wrong with either programs on my computer and refused to look at both of them.
Bottom line: I have dealt with Tech Support for all kinds of product both domestic support and foreign. With any Tech Dept some people you get are better than others and a few that should be let go. With McAfee's tech support I never had such gross negligence and a corporate culture of evasiveness as I have experienced with McAfee's tech dept. McAfee outsources all their tech support to another company and It is clear that this company does not care what you think or what happens to your computer or files. It does not matter how good McAfee's products are, if their Tech Support is bad then so are their products.
I've already spent over an hour with McAfee's Customer Care Supervisor listing all the problems with their Tech Support and why I do not want to deal with them anymore. I am still waiting for them to call me as to what they are going to do about it. The only way I would buy another product from McAfee is if they get rid of that Tech Company and replace or guarantee that I can talk directly to a real McAfee Tech Support Employee. I NEVER want to deal with McAfee's current tech dept. ever again.
One month extra for a $400.00 bill?! You have to be kidding? I have already installed a new Virus/spyware program with a two year subscription which was included in the $400.00 charge. It took the technician 3 1/2 hours to remove all of the junk that McAfee let through. I scanned this computer several times with your product and it showed NOTHING! Why would I ever use McAfee again?!
I will be posting both the problem and your response everywhere I can. That is an absolute insult. For all I know my credit card information and everything else may be compromised and you won't cover even the cost of the repair! I will tell everyone I know about this and report it to the Better Business Bureau! Thanks for nothing!
On 2010-06-11, at 8:35 AM, McAfee NA Customer Service wrote:
Thank you for contacting McAfee Customer Service. I understand that you are computer was infected by Virus and you have spent $400 to remove the virus form your computer and you like to get refund for the charges made to remove the virus. I sincerely apologize for the inconvenience caused. Your account has been verified with the email address **. Your current subscription 3-User McAfee Internet Security expires November 15, 2010. I would like to inform you that we don't have an option to process refund for the charges made by the third party. We do have a free service in order to remove the virus from your computer.
Since you are a loyal customer to McAfee, I have extended your license with McAfee as a token of our appreciation and understanding of your situation. Please review below the new terms of your license. 3-User McAfee Internet Security expires December 15, 2010. ** is the Service Request number for this issue. Please quote this number if you need to contact us with further questions. For all of your future Service and Technical Support needs, please visit http://service.mcafee.com.
Thank you for contacting McAfee Customer support.
Description: I have had McAfee security center on my computer without any interruption, when all of a sudden the computer was taken over by an intruder. I ran several scans with nothing showing up. My passwords were being typed in whenever I tried to type anything by an external entity and programs were opening and closing. It just cost me $400.00 to have almost 140 viruses and spyware removed from the computer. Will you pay for that since obviously your software didn't protect my computer? Let me know ASAP.
I have never had a worse experience with any customer service organization than I have had with McAfee, 9/15/2007.
At 7:00 CST I attempted to login onto McAfee, but was not able until 7:14 AM CST, 14 minutes after their supposed start time). At 7:14 I was able to logon so I could enter my credit card number and pay $64.95 to get help. I called 877-772-4513 and paid $64.95 twice (once two weeks prior to this call) to have viruses removed from my computer. The first call the tech removed the viruses, or so I thought. He then installed reinstalled McAfee protection, or so I thought.
Days later I had virus problems again. I called 877-772-4513 again and "**" in India removed my viruses again (virus pin number **). I told ** before the call started that I thought my McAfee protection was not working... He said he'd check it later in the call. At the close of the call he said that I would have to call 866-622-3911 to have them help me download since I did not have protection.
While downloading I received a prompt which stated that a potentially unwanted program is detected, C:\WINDOWS\RGViYmll\asappsrv.dll if you do not recognize potentially unwanted program, McAfee recommends that you remove it. I was given a choice of the following: Remove this program, Trust this program, or close this alert.
** from 866-622-3911, (case # **) stated that I needed to uninstall the McAfee program I had just installed 5 minutes prior. ** had me reinstall McAfee at which time I received another warning that McAfee detected an unwanted program called, Adware-Isearch. During this call, I was getting unwanted web sites on my screen, leading me to believe that I was getting more viruses again. ** then told me I would have to call a toll free number 900-454-6223. I called this number twice and it did not work either time. I then called back 866-622-3911 and spoke with **, ref number **. ** told me to call 800-644-8144.
I told ** that I had already spent 3 hours trying to solve the problem and that I was not going to call this number until after I spoke with someone in management. ** took 10- 15 minutes to transfer me to her manager, **. ** told me I would have to call toll free number 800-644-8144... I told her she would have to stay on the line with me and transfer me to that number so we could solve the problem. ** agreed, and then transferred me. However, she did not stay on the line. I then received a recording that I would have to pay for the call with my credit card.
Since I already paid $130 over the course of two weeks I hung up and called 866-622-3911 which took about 10-15 minutes for ** to answer my call. I told ** I needed to speak with **. ** put me on hold for 10 -15 minutes and came back and told me I would have to follow **'s instructions. I told her I was not going to call 800-644-8144 again because ** told me it was a toll free call and that she needed to transfer me to **. ** told me ** was in a meeting and that she could not answer my call. I told ** that I need to speak with **'s boss. I then stayed on hold for another 20 minutes until ** told me she was still looking for another manager to speak with me.
After several minutes of waiting ** came back on the phone and stated that they were short staffed and that many customers were calling in. ** told me that she was waiting for **, her manager, to get off the phone with another customer so he could speak with me. I was beginning to think I was on the phone with the Hackers who took over my computer, rather than McAfee, was this a conspiracy? ** told me that should could not tell me managers names or provide additional information about upstream management who could help me stating this information was confidential.
It is now 11:18 AM CST, and I am still on hold waiting for **'s boss, ** To pick up my call. At 11:34 CST I hung up the phone with ** who told me she couldn't help me and that I would have to call 800-606-2266 to get a refund, and that this department would also help me safely install McAfee. I told ** (case number **) I wanted to speak with her boss, but she told me that was not possible and that she was as high as I could get. I called 800-606-2266 and received a recording that their office hours were Monday through Friday.
Since this is a Saturday there was nothing I could do. Did ** really care about this? At 11:45 I called 877.772.4513 and spoke with ** who answered at 11:57. Call ended at 12:42. ** claimed he removed all viruses. ** then told me to restart my computer and run a “Scan” and that if I had anymore viruses to call him back.
NEW YORK -- When I phoned customer support at the 800 number listed on McAfee website, stated they could not help but could transfer me to helpdeskhub which I thought was part of McAfee, but had charged me to fix my computer. Later I found out that they should have been able to help me and when I requested a refund, I was denied. The charge was not theirs, but a different company. Why would they transfer me to someone else?
SPAIN -- Auto renewal took money from CC that expired 12 months ago? Was badgered to renew my card detail with them telling me my old card had expired so confused how they took the money £59 99 from my bank. Took a full 5 to 6 weeks before it was even up for renewal. Disgusted with them as you can buy the product they offer online for £29. No better than the hackers trying to get into your PC, just bandits.
SACRAMENTO, CALIFORNIA -- Stores selling McAfee software offer enticing deals to capture customers. These deals often involve preloaded Visa debit cards. Customers are told they will receive a specific sum on a debit card in exchange for their purchase of the McAfee software. But when the debit card is eventually used to make a purchase, the customer discovers the amount on the card is not the same as was promised.
What the customer does not know when purchasing the McAfee product is that a $3 fee will be deducted monthly from the debit card after a short grace period. The bank will continue to remove $3 a month from the debit card until the card is drained. If that happened to you after you purchased McAfee software, we'd like to hear from you. Visit McAfeeDebitRebateCard.com.
I will not use McAfee products again. And here is why:
A few months ago. My McAfee Security Center started popping up error messages saying that I was not protected and that I needed to validate my subscription before it would work. Once I validated it would work fine but only for a day or two. I have heard of others (including my mother-in-law) having the same issue. So, since there are so many other great antivirus programs out there... and my subscription was about to run out, I decided to let it expire and try something else.
Well, to say I was angry would be an understatement, when McAfee billed my credit card they had on file from my last payment for another year with absolutely no prior warning. Then sent me an email AFTER the fact. The email said that they had billed me so that my computer would not be unprotected. I did not even receive an email beforehand saying that it was going to expire and that they would automatically bill me. This really is nothing more than slamming (billing a customer when they did not agree to be billed or did not request the services).
To make it worse... trying to get a refund was a headache. Once I went to their website, and navigate through their ridiculously limiting dropdown menus (instead of a search bar), I had to fill out a form giving all my info just to be able to talk to someone to get a refund. Then I had to download their chat client, and wait 10 minutes to chat with someone. When I finally did, I asked for a refund. Instead, they told me that they would transfer me to their tech support and that if they couldn't fix the problem then I would have 15 days to request a refund. I refused to be transferred and demanded a refund.
By the way, if they do auto bill you (or more accurately slam you), you have to realize it within 60 days and request a refund or you are out of luck. It is apparent to me that they are not concerned about my computer being safe, but about getting my money. The software had quirks here and there, and the customer service was horrible... but billing me without my consent just cost them this customer for life.
I'm a new customer to Dell computers and McAfee security. I bought a Dell in mid-Jan. '09 with pre-loaded McAfee, 30-day trail. Upon set-up I received an automatic one-year sub. Offer for what seemed to be a good discount. I thought it was worth taking advantage of so I followed the prompt to their site and subscribed for one-year. I didn't know if this one-year service would start concurrently with the 30-day or begin at the end of the free trial but after 30 days I started getting messages and pop-ups that my McAfee coverage was expired. I thought this was a mistake and was busy for a few days so kind of ignored it.
After searching online I'm finding others with similar situations which includes having to use McAfee online fixes that don't help, a customer service dept. That at least acknowledges I did pay for the service (I have the proof anyway on my credit card statement) and so far no pro-active attempt to help me - the paying customer. I asked them to stop being silly and just fix things since they already acknowledged my transaction with them. Why make me jump through hoops and do this the hard way. I feel like they are steering me towards their fee based phone service which will cost more than I paid for the online subscription.
I would probably continue with them if they fixed this soon but don't get a good feeling. I wonder if I can even get a refund as I paid for the sub. On Jan 17th which means it may have expired Feb. 17th and I'm also doubting it actually started at the end of the free trial period that came on my Dell - highly unlikely. I have not exhausted all avenues but they have opened two case numbers for me through their online tech. Service centers but really provided no solutions. I haven't been able to stay on line long enough to conduct an extended chat with them so it's been less than real-time assistance. Just a warning to others and looking for advice. Thanks.
My father has had McAfee on his computer for the past several years now without any problems, so when I was able to get an internet connection on my laptop, I downloaded and installed the program. It was all right for the first few months, then I started having issues of verifying my subscription, and keeping my system protected (which to me made no sense). Then one day while on a game forum, a program installs itself onto my computer that demands that I buy its deluxe package to protect my system. I did a little research on my dad's computer (since it was randomly blocking websites on mine) and found it was a virus.
McAfee gave me few options; all of which cost a large amount of money, so I opted to run a System Restore, which was absolutely free and got rid of the virus. Next few months pass without a hitch when BAM, hit with not one, not two, but 12 trojans. McAfee was able to get rid of some of them, but for the ones left over, said "Restart and scan". I did... and got the same message. I did another System Restore and continued on without any more problems for about two weeks.
The next virus that I was infected with was not very nice. It installed itself without any notice, demanded that I download another program, blocked my internet access and almost all of my programs and applications; including system restore. I called McAfee (who hide their number oh so well), was scripted by a foreigner who could barely speak the language, and was told that they couldn't do anything, but had experts that could for $90. I semi-politely said No.
A close friend of mine works for a local computer repair shop, and was able to look at and try to clean my system, but wasn't able to get rid of the virus. I had to wipe my hard drive, and since I had no back-up, all my files were gone. I've been able to convince my dad with this experience to ditch McAfee and try another software, which he refuses to do until our subscription is up.
Despite the fact they state they only give full-refunds, a customer service representative tried to tell me my only option was a partial refund (which their website states explicitly they do NOT do.)
I noticed I was being charged for a service I have not used in approximately 2 years since I switched. That was no problem since it's my fault for not checking my statements more closely. I didn't expect to get my money back, but I wanted to at least cancel the account. I immediately went to their website to see what could be done about cancelling auto-renewal. I couldn't find any sort of My Account login, so I went to the support section and saw they had a refund policy read which is located here: **.
Their stated policy is a 100% refund on purchases within 30 days, and 60 days for auto-renewals. I was WELL within those limits. I chose their chat option to talk with a customer service representative. After confirming my identity, I was shocked twice: 1) The email on file was several years old, so old it should be bouncing back email to the company (shouldn't that send up a red flag?) and 2) The representative told me my only refund option was a 50% refund which their policy states they will NOT do.
I am not accusing McAfee of purposely trying to scam people, but at the very least they need to properly train customer support. It isn't excusable to say, "those who don't read FAQs deserve it." It's not like I was demanding my money back on something that stated "no refunds!" I don't think it's too much to ask to stick to their own policies. After linking and quoting the company policy and demanding all my money back, I got my 100% refund. That's why I always read the fine print.