Computer Software - McAfee anti-virus poor tech support

Complaints.com received the following e-message on August 14, 2001:

From:

RE: McAfee Tech Support

I am a subscriber of McAfee Clinic anti-virus program. I used to like it and get good service. That's why it was a total shock to me when I had to deal with a problem that turned into a huge ordeal. I was told I had a virus by AOL so at first I used McAfee's online chat for service. The first McAfee tech said he was going to e-mail me instructions, but he NEVER did. So, I used the online chat again and the second tech e-mailed right away but the instructions were terrible. They left out steps, they referred me to a web address that no longer exsisted, they gave me a file name that was wrong. When I finally found the correct file name and I downloaded it the instructions were wrong and difficult to follow. I finally decided to use the pay per incident option. AFTER I paid I found out I ONLY had 48 hours to use it. So, I called in with my pin number on Tuesday night, August 7th around 10:30 p.m.. The outgoing message said something like "All agents are busy now so please hold and the next available agent will be with you." After waiting for almost an hour I finally decided to hang up. So, I called again on Wednesday, August 8th at 8:25 p.m. and kept getting the same outgoing message "All agents are busy now so please hold and the next available agent will be with you." I kept holding and holding. I couldn't go to the bathroom, eat, drink or sleep. I just had to wait and wait and put my whole life on hold for FIVE WHOLE HOURS listening to the same outgoing message. The message never gave me any idea of how long the wait would be or let me leave a message with my phone number. I finally gave up and hung up. I wasted a total of SIX hours of my life for NO good reason. What's more, McAfee gives me JUST 48 hours to call in and after 48 hours my pin number expires like the world revolves around THEM and NOBODY else matters. How can I possibly respond in 48 hours when I can't get through in six? If you have a problem with McAfee I suggest you write

Srivats Sampath, President and CEO

McAfee

535 Oakmead Parkway

Sunnyvale, CA 94085 McAfee.com