Mcafee Internet Security / reinstallation

Dear sirs

I’ve bought the Mcafee Internet Security ($76) suite with the extended download option during 2004 throught the Mcafee store (Order #: CS58669186). During 2005, I’ve also bought the correspondent renewal dat for $34 in order to keep receiving the updates.

Recently, I’ve needed to reinstall all my software in my pc, which of course included the Mcafee software. Now the good part starts….

As Mcafee doesn’t send any kind of start up software for reinstalling I’ve logged in the Mcafee site to start the download. However it was a surprise when I’ve found that my licence was a retail one (How could this be true since I’ve bought it in theirs internet store) and therefore the installation link was not there.

I thought that this was an error so I’ve tried the chat support. The online support just confirmed my surprise…. That I’ve bought it in a retail store and that I had to install from my CD. I said to the tech guy that there was no cd since I’ve bought it from their store and in order to confirm this I’ve asked him to inform me about an email address to send the invoice email with the order number with my name, my e-mail address and confirming that it was bought in their store. He just refuse to give an email address and said that it was of no use since that the valid information was the one recorded in their systems. I couldn’t believe. I’ve asked for an email to send a complaint and he indicated me the customer support email in Brazil.

I did the complaint. After one day I’ve received an email from the customer services in Brazil that I should contact the support in Spain since they couldn’t do anything and since this was the country from were I purchased the software. Again another surprise since it seems that there are several Mcafees around the world and not just one Mcaffe that can solve their customer problems. They like to handover problems and not solving it. What they should have done was to communicate internally and send me the final answer. But Mcaffe is not of that kind of companies.

I’ve complained again to the Email User as suggested and I am still waiting for 7 days for an answer.

My question is how can this be possible to happen in a company like this? A company that doesn’t have a record of my purchase, and worst than that, that refuse to accept their documents and evidences and simply doesn’t worry that I’m without protection for more than 15 days.

How can we trust in a company like this that supposedly protects and controls our PCs against virus, hackers, etc etc, and simply can’t control theirs customer information.

They lost a customer for sure.

BR Paulo Morganho