McAfee Anti Virus Complaint - Worse Customer service
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 "James" in India removed my viruses again (virus pin number 24453738). I told James before the call started that I though 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.
Kate from 866.622.3911, (case # 24454119) stated that I needed to uninstall the McAfee program I had just installed 5 minutes prior. Kate 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. Kate 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 Grace, ref number 24454689. Grace told me to call 800.644.8144. I told Grace 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. Grace took 10- 15 minutes to transfer me to her manager, Reese. Reese 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. Reese 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 Jame to answer my call. I told Jame I needed to speak with Reese. Jame put me on hold for 10 -15 minutes and came back and told me I would have to follow Reese's instructions. I told her I was not going to call 800.644.8144 again because Reese told me it was a toll free call and that she needed to transfer me to Reese. Jame told me Reese was in a meeting and that she could not answer my call. I told Jame that I need to speak with Reese's boss. I then stayed on hold for another 20 minutes until Jame told me she was still looking for another manager to speak with me.
After several minutes of waiting Jame came back on the phone and stated that they were short staffed and that many customers were calling in. Jame told me that she was waiting for R.J., 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? Jame 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 Jame’s boss, R.J. to pick up my call.
At 11:34 CST I hung up the phone with Sam 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 Sam (case number 2445366) 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 Sam really care about this?
At 11:45 I called 877.772.4513 and spoke with Robert who answered at 11:57. Call ended at 12:42. Robert claimed he removed all viruses. Robert then told me to restart my computer and run a “Scan” and that if I had anymore viruses to call him back.