Having had a great example of good service from Amazon the other day, here is an example of how NOT to treat customers. I use McAfee ASAP, which is a managed antivirus and firewall service.
I received an email this morning saying that my subscription was due for renewal in 90 days. Being a diligent, GTD kind of guy, I immediately went online and bought another year’s subscription. Or at least, that’s what I thought I did. In fact, what I started was a 90-minute fool’s errand.
Instead of adding a year onto the finish date of my current subscription, they added four new licences for a different product which expire on 15th of February 2008. In other words, they’ve helped themselves to a 25% price increase and a cash flow boost simply by tricking me into re-subscribing earlier.
[30 minutes later] I’ve just spent twenty minutes trying to resolve this with McAfee’s online chat technical support. At the end of that whole exchange they gave me a phone number to call for Corporate Technical Support (00800 1225 5624). I’m am now on hold for five minutes trying to get them to sort it out.
[40 minutes later] I’ve been transfered to another deparment,’Digital River’, and I’m on hold again while they try to sort out the problem.
[50 minutes later] ‘Digital River’ say I have to call McAfee technical support, which is where I started. I am now calling them (on 020 794901 07).
[55 minutes later] Called that number. Apparently I have to call a different number. I am calling that new number (0175321 7431) now.
[58 minutes later] Apparently (unknown to me) they have sold me an upgraded product. The CSR advised me – seriously – to cancel my order, get a refund and then wait until 19th May when the existing product licence runs out and then buy the new product. He is now going to transfer me ‘Digital River’ (who they?) to arrange my refund.
[Over one hour later] The ‘Digital River’ people are now going to do a refund but they have to send me an email a form which I have to fill and claim my refund. It will then, apparently take 5-7 days to process the refund.
More fool me for trying to renew my subscription early. More fool me for buying from McAfee. Is it any wonder that people get viruses when the anti-virus vendors are so completely user-unfriendly.