McAfee Internet Security Suite - Below is a copy of a letter I sent to McAfee after their product locked up my computer

McAfee Internet Security Suite - Below is a copy of a letter I sent to McAfee after their product locked up my computer

McAfee Internet Security Suite

McAfee Internet Security Suite -

Below is a copy of a letter I sent to McAfee after their product locked up my computer. You can't call for help unless you pay and then you can pay per minute or order a package deal so that you can get a discounted calling program... do they have this much problem that the customers need to block that much time to get technical help with the programs? Of course you can CHAT! I am now attempting to cancel the order and seeking some sort of legal action for lost time and damages.

My letter to the complaint dept. This is an accounting of what has occurred since I purchased online, downloaded and attempted to install your product, order number XXXXX. By the way CANCEL both the order and charges for such on my card. I wanted to protect my wife's new computer, which she uses for her home business. Since I had experienced some difficulties with the registration renewal process for Norton on my PC, I decided to evaluate McAfee on hers and go with the best. Customer support would be a major factor. YOU LOSE!!! McAfee's customer support is abhorrent and nonexistent and pales in comparison with Norton's, which is still horrible. But compared to McAfee's it is phenomenal and I got to TALK TO A HUMAN!!! FREE!!! From the onset, the program began freezing and locking her PC. When I could get into XP, nothing would respond. And how do I contact McAfee? By paying for a phone call to get help with a product that I just paid for and doesn't work. Or I could email or chat... but how, my computer is locked up? This whole system of "Customer Support" makes it apparent to the casual observer that some poor village is being deprived of an idiot. And quite frankly after dealing with your "support center" I think there are several villages that you have deprived of such. So, does any idiot, above the one that authorized this process, have the ability to see a problem here and fix it? Fortunately, I have a second PC. So, I emailed McAfee yesterday in hopes of being contacted. No such luck. When I finally tracked down a form of customer support, I was given the choice of paying per minute to get help with the product, buying a "package" deal on phone support, (Must be a reason for this option) or chatting. Since I can't see why I should pay and you obviously refuse to "talk" to a customer, I opted for the "chat" mode. Though they were not rude, they were of no real help. I requested to "Talk" to a human and of course was denied. The supervisor was no help, except to inform me that what the 1st rep had instructed me to do wouldn't work in Safe Mode; go into the windows registry to delete the friggin program and all it's parts that caused the problem to begin with. EXCEPT THAT IN NORMAL WINDOWS THE MACHINE LOCKS UP!!! Nice. Your product locks the machine - go into safe mode - get into registry (WHICH I SHOULDN"T HAVE TO DO) - oh wait - can't do that in safe mode - go back to normal mode and enter registry, (Psssst! THE MACHINE IS LOCKED UP IN NORMAL MODE)... POOR VILLAGE! Below you will find my half of the conversation along with short paraphrased responses as best as I can recall, from your companies rep. I was so irate that I closed the session before copying with your reps responses, but you no doubt have it on file... GO CHECK IT. *** My CHAT episode with their "HELP" service! (note the duration of the

session)

+---- { Chat - Microsoft Internet Explorer provided by Verizon Online

+} at

(09-Jun-2004, 18:26:47) ----+

Yesterday I purchased online security suite... now wife's computer is locked up Mcafee - please elaborate Ok, downloaded suite, ran install, began answering questions about her email, computer locked, rebooted 6+ times, no joy, locks & wont allow anything else to run... either we fix easy & quickly or show me how to uninstall and cancel Also, why can't I talk on a phone without paying when the product is not working? Lousy support. McAfee - did it install completely?

Not sure if it finished installing since it was going through configuration... and I really hate typing this all out... hello hello??? McAfee - Can you reboot in safe mode?

I don't know... it's new and not mine... I am not that familiar with it... why can't I call someone to assist without a fee? Do you want me to attempt

to boot in safe? (This is so frustrating and I am seriously contemplating

legal action) You may want to get a supervisor... fine wait... but y on standby, I am NOT happy and I want to uninstall and cancel the order McAfee - wanting me in safe mode

Hang on... the systems locks and freezes and will take a minute...

McAfee - you can contact customer service?

Trust me I will... you get me through the uninstall. McAfee - Sent instructions to enter windows to reboot... (See freezes and wont do ANYTHING above) (Kind of like telling a mechanic the new car you just bought wont start and he tells you to drive it to a gas station)

I've built my own computers, ran a BBS and can program in several languages, but your program has seriously altered windows and I CAN'T get ANYTHING to open, this precludes the control panel options... I am attempting to reboot and see a config option to run safe mode... I can't get it to run or option safe mode... It opens your "Internet Security" gives alarms to download Spam Killer, and then when I choose not to and attempt any other function the machine locks... McAfee - did you remove previous versions of virus scan?

NO, BRAND NEW SYSTEM. Any ideas on how to get to safe mode?

+---- [ helpctr ] at (09-Jun-2004, 18:49:21) ----+ +---- { Help and Support Center } at (09-Jun-2004, 18:49:21) ----+

safe mode

+---- [ IEXPLORE ] at (09-Jun-2004, 18:51:09) ----+ +---- { Chat - Microsoft Internet Explorer provided by Verizon Online

+} at

(09-Jun-2004, 18:51:09) ----+ McAfee - sends directions to reboot system using Windows... see above again

sure

Conversant with this... however, windows will not work now and I can't get the menus to open... I reboot numerous times & somehow get windows to allow safe mode

I finally got to the menu...which safe mode?

Standard "Safe Mode"? with monitoring? with command prompt? Hello??? Are you there? ok in safe, I should be able to uninstall, through CP, is this what you want?

Pssst??? an answer would be nice?

you want me to uninstall via "add/remove programs yes? McAfee - FINALLY confirms It says that I must uninstall all the services 1st... now?

1st, they are not uninstalling, 2nd I am NOT reinstalling them... I will be canceling this product, the order and raising this issue with CR & your Customer Support.... NOW any ideas how to get it to uninstall???

McAfee - What version of Windows, (hmm kind of late isn't it?) +---- { Google - Microsoft Internet Explorer provided by Verizon Onlin

+}

at (09-Jun-2004, 19:18:43) ----+

McAfee

+---- { Chat - Microsoft Internet Explorer provided by Verizon Online

+} at

(09-Jun-2004, 19:19:28) ----+

XP McAfee - What program do you want to uninstall?

Security 6.0 and Security Center

and any other associated software.

You mean I have to enter the registry and manually uninstall each program and then download the zip file and delete the virus scan? Well the 1st -

+---- { McAfeeHelp SiteMap - Microsoft Internet Explorer provided by V

+}

at (09-Jun-2004, 19:26:55) ----+

c McAfee - yes +---- { McAfee - Computer Virus Software and Internet Security For You

+}

at (09-Jun-2004, 19:26:59) ----+ +---- { Chat - Microsoft Internet Explorer provided by Verizon Online

+} at

(09-Jun-2004, 19:27:00) ----+

1st thing is that your own directions state: "Important: These instructions assume that you have already removed all McAfee programs from your

computer..." I haven't because I can't. NOW please give me a number for

a HUMAN to talk to, or have someone call me NOW. Or I will contact the manufacturer of this machine and have a tech come fix it AND a Lawyer to begin legal action for my time lost in wages and damages. This is not a joke or idol threat, this is my next action, I suggest that you get a supervisor or somebody to pass this issue along to. Also, I run a capture program that records all of this which will verify everything so far... McAfee - Sorry for the inconvenience

This is beyond inconvenience, and I am NOT paying to call to fix this. McAfee - posts phone numbers

Are any of these a non charge number? McAfee - no

Have you contacted a supervisor? McAfee - yes If he/she can't help, then get his/her supervisor... I want to "TALK" to someone who is going to fix this. ASAP. I am losing money because of this. McAfee - Hi Dave, this is Sumit. (Hmmm, Sumit??? What the hells is that, a code name?)

ok, well then you have read what has transpired so far... fix it. McAfee - I have something to tell you... That your customer service is not very good? McAfee - You can't get into the registry with XP in Safe Mode.

Well that is what your rep suggested and directed me to do. And I have spent numerous hours "chatting" on this, I should NOT have to spend time and now have to go into the windows registry to un-fornicate what your product has done. That is like having to rebuild an engine because I can't remove an air filter... BULL... lets get me off this damn chat and with a human that can fix this. Or get YOUR supervisor... ASAP... otherwise you and Barb can explain why some knucklehead in Illinois is bringing legal action against your company... for lost time, damages, cost for a repair call from the vendor, etc. McAfee - Silence This IS the single worst example of customer" support" I have EVER been subjected to. My home number is -- someone had better call ASAP and provide some "personal" attention immediately. I have left a trouble call with the vendor of the Machine and WILL be contacting a lawyer 1st thing in the morning. The PR on this alone should make up for my troubles... More text to the so called customer service dept: I waited shortly and then ended the session. I spent over an hour chatting to no avail. Your product screwed up my machine, cost me several hours and a great deal of frustration. However, I am sure that whoever reads this and the company, as a whole could not care less. I AM going to contact a lawyer, it may not do me much good, but then again who knows, look what happens when someone spills hot coffee in his or her own lap. I will also forward this to any and all sources I can imagine in hopes that your lack of customer service may glean the attention it so well deserves. And who knows, that alone may just be enough to preclude a few people from purchasing your products. Almost worth a phone call... Next day I get the following email from the McAfee "customer service dept: Recently you requested personal assistance from our on-line support center. Below is a summary of your request and our response. Thank you for allowing us to be of service to you. Subject One seriously Irate FORMER Customer Discussion Thread

Response (Carmel Athena) 07/06/2004 01:23 AM

Dear McAfee Customer,[NL][NL]Thank you for your email to McAfee.[NL][NL]We have received your message and determined that your request would best be handled by one of our technical support engineers. We offer free online technical support through an extensive list of Frequently Asked Questions, email support, and an online, 24x7 chat with our skilled technicians. [NL][NL]Online Support[NL][NL]On our online help site you can find the solutions to:[NL][NL]• Email scan not enabled[NL]• Install and uninstall instructions[NL]• Virus removal[NL]• Error: "Your license has expired..."[NL]• Error: "unable to find qualifying products..."[NL]• Report a bug with the software or the websites[NL]• and many other issues[NL][NL]For 24-hour, agent-assisted support, please visit ts.mcafeehelp.com. Our support website offers 24-hour access to solutions to the most common support requests in our easy-to-use 3-step Answer Wizard. [NL][NL]Additionally, you may use our advanced options, which include a Keyword Search and our HelpTree, which has been designed with the more knowledgeable user in mind. [NL][NL]If a solution to your problem cannot be found, you may also access our 24-hour FREE Chat Now! and Email Express! options. Chat and Email will enable you to quickly reach our highly qualified support engineers through the Internet at no cost. Please note that E-mail Express may not be available for all issues.

To access the Email Express! or Chat Now! options, please follow these steps:[NL][NL]1) Go tots.mcafeehelp.com.[NL]2) Select the appropriate product from the first drop down menu.[NL]3) Select the appropriate category from the second drop down menu.[NL]4) Select the appropriate subcategory (if applicable) from the third drop down menu.[NL]5) View at least one FAQ related to your issue (this step must be completed for the Email Express and Chat Now! options to appear).[NL]6) Click the 'Yes' button under the section titled 'Step 3'.[NL]7)

The options for Chat Now! and Email Express! will be displayed on the right side of the screen.[NL][NL]Phone Support Options:[NL][NL]Pay-Per-Minute - 1(900)733-2582[NL][NL]Available 7AM-1AM CST $2.95 per minute option provides you with priority access to technical product assistance when you need it. (free for first 2 minutes)[NL][NL]Pay-Per-Incident - Toll Free (U.S. and Canadian Customers)[NL][NL]Available 6AM - 10PM PST $39.00 per incident. This option provides you with priority access to technical product assistance for a period of 48 hours for a single issue. To purchase a PIN for access to this service, please contact McAfee Sales at 1-801-772-1891. You will be provided with the toll free phone number once your order has been placed.[NL][NL]Please note that support prices, times, phone numbers and options are subject to change without notice.[NL][NL]To contact McAfee Security Customer Support by phone, call (408) 992-8599, Monday-Friday, 8AM-8PM Central Standard Time. Our fax number is (972) 963-7485. McAfee.com Discover & Recover

Customers have been asking us for a backup CD they can keep at home, in case of emergencies. For just $12.95 (introductory special pricing), we'll ship you a McAfee.com Discover & Recover CD with backup copies of your McAfee.com services. Buy now Thanks Carmel Athena McAfee Security

*** Think anyone actually read the complaint letter? And they are attempting to sell yet more software... though it is a recovery program which undoubtedly is popular.

Dave B Click this link to e-mail the above consumer: //