McAfee VirusScan Online via AOL - update to latest release caused software to crash - attemps to download and re-install failed - unable to resolve problem

# 20 for October 30, 2003

Complaints.com received the following on October 29, 2003:

From:

RE: McAfee VirusScan Online via AOL - update to latest release caused software to crash - attemps to download and re-install failed - unable to resolve problem I have recently had an issue with McAfee's VirusScan online. After repeated attempts at having the problem corrected, I am still no closer having the issue resolved then I was on day one.

I signed up for McAfee VirusScan online via AOL. I used the software for several months without any issues until the latest release was issued. During the installation of this update, the software crashed. When it was restarted, error messages started to appear stating that the active shield component was not functioning. Along with the error came the suggested fix: uninstall, reinstall which I attempted to do.

From that time on, any attempt to download and reinstall failed. The only "suggested" fix for the installation failures was to restart the computer and try again. This solution did not correct the problem.

It was at this point that I involved the tech support at AOL to try and correct the problem. After working through several common issues, they referred me to McAfee's Techsupport. The first tech support was tried to be helpful, suggesting several more avenues to correct, none of which worked.

When I contacted the Tech support again, I was told that they could not provide tech support because I did not purchase the software via McAfee.com. Attempts at explaining that it was purchased via AOL did not have any effect on the amount of support that McAfee was willing to give.

It was at this point that AOL Tech Support became involved again, sending an error report to McAfee requesting support. I was told that McAfee would be in contact with me within 24-48 hours. At the 4 day mark I recontacted AOL Tech Support which submitted another error report. 72 hours following that report, I received an email from McAfee asking if the problem was still reoccurring.

I replied to this email, listing out the problems and the solutions that had already been attempted. I did not here back from McAfee until 18 days later. In their response, it was stated that they were more on the "billing side" and not the tech support side and suggested I start over with McAfee tech support. At this point, I do not see any further reason to continue any type of business with McAfee.