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McAfee Support Is a Gimmick - It Is Non-Existent.
By -

A rogue spyware programme called Virus Protect Pro attached itself to my system. Since my McAfee Virus plus software or Quick Clean was not able to detect or remove it, I contacted their Customer Support line. They referred me to a specialist virus removal team. I paid UK£ 19.95 for a Gold Service but in the process of the chat, I found that the McAfee specialist did not even have a basic understanding of the problem. He was more interested for me to pay additional money and upgrade to a McAfee Platinum Service. Checking the web, I found that 'Virus Protect Pro' is a common spyware and there are many solutions.

The rogue SpyWare was removed with a free program I downloaded from the web called "SUPERAntiSpyware". It did the job with a single scan. Since McAfee's support teams were useless, I requested them for a full refund. I have repeatedly called them and also sent eleven email but till date, have not received even an acknowledgment. My calls to their support line till now remains unproductive – an exercise in futility. It seems that McAfee software is not very effective against new spyware programmes and their customer support non-existent - just a marketing strategy to win more customers.

Worse Customer service
By -

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.

Don't waste your time with McAfee technical support
By -

The following is a complete transcript of my online session with McAfee tech support:

"Please wait while we find a technician to assist you..."

"All agents are currently busy. Please stand by."

"An agent will be with you in a moment. Thank you for your patience."

"The next available Agent will be with you in a moment."

"All agents are currently busy. Please stand by."

"An agent will be with you in a moment. Thank you for your patience."

"The next available Agent will be with you in a moment."

"All agents are currently busy. Please stand by."

"An agent will be with you in a moment. Thank you for your patience."

"The next available Agent will be with you in a moment."

"All agents are currently busy. Please stand by."

"An agent will be with you in a moment. Thank you for your patience."

"The next available Agent will be with you in a moment."

"You have been connected to **."
**: "**, thank you for contacting McAfee Online Support Center. How can I assist you with your McAfee software today?"

"** Well I would like for you to help me Disable something."

**: "Sure **."

**: "Virus scan ver 10 has an item in the sys tray that looks like an exclamation point that tells me I am not fully protected I need to get that to turn off. I only use v scan no other products so It is annoying me that thing coming up all the time. I have other firewall and router and other software that I used to help me secure the pc. What is the name of it in startup so I can take it out, or is you can show me how to manually shut it off that would be OK too."

**: "**, if I understand correctly, your virus Scan is disabled. Is this correct?"

**: "NO. Virus scan runs just fine and is enabled. There is an item that it has installed in the sys tray that looks like a yellow exclamation mark and it said that I am not fully protected. It is like they want me to get more of your software, privacy source etc to fill the void so to speak."

**: "**, I would be happy to help you with this issue."

**: "I do not want or need any of your other products, just want to disable that one item."

**: "Have you previously contacted McAfee support regarding this issue?"

**: "It is a square box with a yellow exclamation point inside it. NO I have not contacted you about this until now, it only started since I did the upgrade that you suggested last week. The upgrade that was needed when they found a huge security risk in your software that could allow someone to steal your password and stuff."

**: "Which McAfee programs are currently installed? If you are not sure, you can find them by doing the following: 1) Double click on My Computer. 2) Double click on the Control Panel. 3) Double click on Add/Remove Programs. 4) Which McAfee programs do you see listed there?"

**: "I hate to upgrade do to this type of thing, there are always bugs. Security center and virus scan that is all. The yellow thing that I am referring to is coming from security center. There are no options when I right click that icon."

**: "May I have your E-Mail address with which you are subscribed with McAfee, so that I can check your McAfee account?"

**: "My account should be fine, I have used your product for 12 years now. I am not referring to the M icon I am referring to that other one that the software put in the sys tray that tells me I am not fully protected, when the virus scan IS enabled."

**: "**, your McAfee account shows that you are subscribe to McAfee Virus Scan which will expire on

**: "I know this already and your point is?"

**: "Please right click on "M" icon and let me know the items listed there."

**: "Please help me with this problem, to turn off that one part of the software. Virus scan, updates, quick links, upgrade center, customer support."

**: "Could you please confirm me that the yellow exclamation icon (in system tray) is asking you to buy any Virus Protection?"

**: "NO, just goes over all the supposed problems, no outbound firewall etc, I just want to shut that stupid thing off."

**: "I don't want spam killer I don't want your firewall I don't want your privacy source. I like what I use now for those items .I just use the virus scan that is all. When I double clicked on the yellow icon, I thought that I selected to shut it off, but then when I reboot it still comes back. What is that called in start up so I can remove it? I have not changed any of the default setting in the virus scan."

**: "**, it is a fake alert message like Adware and Spyware. So you need to contact Virus Removal Support to clean this."

**: "This has nothing to do with a virus. It Only came after I installed your ver 10. I did tech support for 4 years I know that this is not a virus. Do you have a level 2 tech or a supervisor that I can chat with now?"

**: "It is a fake alert message and a type of virus."

**: "**, I have checked my entire system Inside and out and it is your software NOT a virus. Please let me speak to a supervisor. Your last few versions have had a similar Issue and your techs have always told me how to disable that thing."

**: "**, it is virus and you need to contact customer service to clean this virus.

**: "I hope that I don't have to do what that AOL guy did to get help from your company, post this session online."

**: "I apologize, please ignore my previous statement. It is virus and you need to contact Virus Removal Support to clean this virus."

**: "So you are telling that your software let this supposed virus in undetected? What and how do I reach virus removal support? I have wasted nearly an hour of my time with you this morning and very frustrated."

**: "We really can't assist you when you have a virus on your system however we have an expert team which can help you with the same and I would really appreciate if you could contact them. For this you have to go to www.mcafeehelp. Com and choose the virus removal support options and from the possible available options you can choose the one that suits you."

**: "So then you can't tell me how to go into the yellow icon and disable it completely. Please just give me that info and I will go away Please tell me how to disable that part of the software, or get to someone that can."

**: "**, which part of McAfee you want to disable?"

**: "For the last time ** I do NOT have a virus, it is your software do you have a supervisor? The yellow exclamation point that is all. The yellow icon in the sys tray I want that OFF."

**: "It will be automatically off when you Clean the Fake Alert B."

**: "So I know there has to be a way to manually shut it off how do I do that."

**: "I can't help you to make to off, you have to contact Virus Removal Support for that."

**: "OMG pulling my hair out at this point. If that does not fix it who can I CALL to tech support a Supv would be nice. Give me the tech support phone number perhaps when I speak to them they will understand and assist me."

**: "**, I am sorry we don't have free Phone Support."

**: "I didn't¶'t ask you for a free number I asked you for the tech support number please for god's sake
Just give me the number **!!"

**: "You may call at Per Minute Support: 900-733-2582, 900. 328.4663 ($2.95 per minute First two
Minutes are free) Per Incident Support: - 866-860-7357, 866-860-7358 ($39.95 per incident)."

**: "OK finally, thanks, if the steps that you suggested to resolve my issue do not work, then you can expect to see this entire transcript online publicly just like the AOL guy did when they did not help him. So with that being said I am going to say goodbye **."

**: "Your reference number for this chat Session is. Your issue will remain open in a close Pending status for the next three days just in case you have additional questions concerning this same issue. If we do not receive further contact from you within that time we will consider the status of your issue resolved and change the status to closed."

Does Not Stand by Product
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

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?

McAfee Internet Rip Off
StarStarEmpty StarEmpty StarEmpty StarBy -
Rating: 2/51

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.

McAfee sucks - do not purchase and do not count on customer help
By -

I have purchased McAfee last year. Tons of problems with computer notifying me about an expiry date which was wrong. A week ago despite accessing a site marked as McAfee secure I got a virus on my computer. McAfee support spent 4 nights last week trying to find the issue unsuccessfully. They were supposed to contact me back yesterday and today AM - never did. When I contacted them they couldn't care less. I will purchase another more serious anti-virus as this one proved a waste of money - don't buy it!

By -

On the Mcafee official site it give two options to buy spyware protection. The one I chose was $49.99. When I clicked on that option it sent me to a cofirmation/cart page, which had the price in Danish Kroners (ddk). It was 989.00 ddk, without a US dollar amount. So I did the conversion on another website, and 989 kroners converted to US dollar comes to $180.00 US dollars. Is this fraud or what?

By -

Got McAfee. Got charged twice and no refund. What goes on when you can't trust these big companies? You pay them then they charge you twice. No email no nothing and you can never phone anymore. Con.

McAfee Antivirus
By -

INDIANAPOLIS -- When I go to the website and get updates the site hangs and the pages turn white right before it updates and sometimes stops responding. Also sometimes when the antivirus is active it will just shut down and disable. When you set the antivirus on auto update and leave the pc for a while you can come back and the antivirus is disabled and the McAfee is wanting you to reboot the pc because of the update was applied. I don't like the idea of antivirus updating and disabling protection before I get back to the pc.

I own 2 computers and they are totally different, one has an Amd Athlon xp 2400 with windows xp and the other one has the intel p4 2.8 ghz with 2 gigs of ram with windows xp pro. I no longer will use McAfee products on any of my computers because of these issues. I did buy the brand new version from Wal-Mart and saw that I was going to do the same thing so I removed it and took it back to the store. I am now sold on Zone Labs antivirus and the firewall they offer and will stay with them.

No website to log in to and the updates are 5 times faster and what I see the antivirus is faster than McAfee on finding a virus, I downloaded a zip file with a virus in it and it was detected the second it downloaded and deleted it, I tried the same file with McAfee and it found the infection only when I right clicked on it and scanned it, so what I saw is that the zone labs antivirus picked it up without even doing a manual scan.

McAfee would never respond to this issue and offered no help except had me remove the program multiple times and reinstall it. I think that is every software company's behind the desk monkeys that they call a service techs will tell us to run us in circles for hrs till we just say forget it and delete it for good. McAfee and Norton after 2003 versions are crappy versions that lag your computer and just don't match up to the new Zone Alarm Antivirus. I dare McAfee to respond to this post.

McAfee Tedch Support and Customer Service - Good Luck if you need them.
By -

I'll make this short and brief as if I say what I would like to say the hall monitors here will just delete it again. McAfee is fine when it is working right I guess, but heaven help you if it causes a problem on your machine and you need help. You can't email them. You can't call them on the phone.

You have to contact them in a virtual chat room and the so called tech support person I dealt with unsuccessfully for two hours could not communicate in English and could not grasp the problem I was trying to explain. Sounded like he was reading from a script... if my problem did not fit the script then tough luck... but oh I could pay $45.00 for a 'real live tech support person' to troubleshoot my problem that was caused by their software and 'maybe' be able to tell me how to fix it.

Finally I found my own way of fixing it... I just uninstalled their goofy software and said goodbye to their useless tech support person. I could not even contact their customer service to request that they cancel my subscription and refund my purchase price. Obviously all they want is your money then they don't want to hear from you again. If you are unfortunate enough to buy any of their software, just don't expect any kind of help from their so called tech support when something goes wrong with it.

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McAfee Rating:
Star Half star Empty star Empty star Empty star
1.3 out of 5, based on 6 ratings and
35 reviews & complaints.
Contact Information:
2821 Mission College Blvd.
Santa Clara, CA 95054
866-622-3911 (ph)
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