McAfee rip-off and so-called ‘customer service’
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.
Technorati Tags: McAfee, rip-off, renewal, anti-virus, scam, customer service
FERGUS O'ROURKE wrote:
Matthew,
I agree with you. In the last year, McAfee has become a pest. Every two weeks or so, it sends me a message suggesting that I should update or upgrade or both. This has been happening for at least 4 months. There are still two months to go till my current sub. runs out ! I am tempted to say that I can’t wait, but the truth is that I find the virus protection very satisfactory. I have e-mailed asking McAfee to cease spamming me with, inter alia, offers of spam protection. No good. I contacted the on-line Helpdesk, or whatever they call it, recently and received sympathy but still no promise to desist.
Posted on 15-Feb-07 at 2:34 pm | Permalink
John Whiteside wrote:
Well at least it doesn’t do what the Norton stuff does - insinuate itself into Windows like a virus so that you can’t install it. Having spent hours tracking down their removal tool to clean the damn thing off my system (because it also sometimes just doesn’t get along with Windows and won’t install correctly - something I’ve heard from IT consultant types as well, who had the same experience as me) - I’ll never allow anything from them near a PC of mine again!
Happily that bad experience led me to Grisoft’s AVG product, which has a free version that seems to be superior to what Macaffee and Norton are peddling….
but you’re right, trying to keep your PC secure shouldn’t lead to being ripped off, or having your system compromised by the very software that is supposed to be protecting you.
Posted on 15-Feb-07 at 3:33 pm | Permalink
David Leal wrote:
Matthew, there are some open-source or free solutions that you can use, of the type install and forget.
See for example, Clamwin.
Also, there is Google Apps for Your Domain, which will collect all of your e-mail (therefore, handling the spam protection).
If you want, drop me a mail and I’ll help you install and configure everything for free.
Cheers,
David
Posted on 15-Feb-07 at 4:05 pm | Permalink
Matthew Stibbe wrote:
David - thanks for the advice and offer of help. The irony is that I write a lot of security advice for Microsoft and others and I’m pretty clued up about a/v stuff. This is why McAfee’s behaviour is so frustrating - I’ve recommended them to people in my writing in the past.
Posted on 15-Feb-07 at 4:07 pm | Permalink
Michael Carnell wrote:
Another reason to switch to a Mac! Yes, I am one of those guys. Seriously though, I use a Mac for all my personal work, but I am an I.S. Manager by trade for a business running Windows servers and 99% Windows desktops. Viruses are a problem, but the anti-virus software vendors are nearly as bad. The phrase “greedy mercenaries” often comes to mind. I second the vote for Grisoft’s line of AVG products.
Posted on 16-Feb-07 at 1:51 am | Permalink
David Bradley wrote:
When I was still using windows 3.1 aeons ago, it was quite useful to have McAfee’s freebie DOS antivirus, it used to fit on a single floppy disc (remember those?). Things have moved on, I first wen to f-prot, then a journalists’ sub to Sophos, but by far and away the best of the bunch is the free for home users AVG (they also offer antispyware and firewall, but I use AdAware and ZoneAlarm for that).
Definitely worth getting AVG though.
db
Posted on 17-Feb-07 at 12:28 pm | Permalink
James Staut wrote:
I have also found McAfee to be very unhelpful over the last couple of years. However, I have found that the best way to avoid this problem is by first using 321calllog.com prior to making a call to McAfee or any other call center. 321-CALL-LOG allows users to record their interactions over the phone with call centers; the best part is that the service announces to the agent that the call is being recording and simply with that I have found agents to be more friendly and willing to help. Check out the service at: http://www.321calllog.com
Posted on 28-Feb-07 at 10:22 pm | Permalink
Zvoner.ro » McAfee include Romania in “axa raului”. Malware. wrote:
[...] am spune si noi destule cu privire la minunatul soft McAfee, care are o rata de detectie a virusilor de 75% (come on, si [...]
Posted on 12-Mar-07 at 10:16 pm | Permalink
Harold Abner wrote:
Does anyone know how to cancel McAfee auto renewal. I want to stop auto buying their software
Posted on 19-Mar-07 at 5:43 pm | Permalink
Amalio Carmona wrote:
I have the some problems with the mcafee customer service”
Posted on 21-Mar-07 at 3:54 pm | Permalink
David Bradley wrote:
I like James’ idea of using 321-call-log, but reckon as journalists we could go one better, I’ve written a mini life hack here about confusing a call center for better service.
Posted on 26-Mar-07 at 7:54 am | Permalink
Kurious1 wrote:
Easiest way to stop ANY autorenewal is to never start. Once they get their little clause [pun intended - some merchants hide an autorenew in their TOS] in you you’re screwed. If you have autorenewals already signed up, stop your charge card. (It’s faster than trying to undo an autorenewal by politely asking a company. It’s also not a bad policy to change your credit card number every so often to prevent identity theft. I never let a card go more than a year without asking for a new number. AmEx, Chase and AT& T have all been great about going along with this)
For online purchases AT&T Universal offers a ‘virtual credit card’;after one time poof! it’s gone. Hackers can’t use it, either.
Peoples! NEVER autorenew ANYTHING- inevitably you will lose. Turbo Tax is a perfect example. They quietly put me on their autorenew. I got my autorenew version a bit early- October - and then it had to be updated, and updated and updated some more. In addition, they sent me a vs I didn’t want or need - the professional TT SuperDuperDeluxe.
RE virus protection, McAfee has become a NIGHTMARE! I was ‘autorenewed’ for a hugely more expensive ‘upgrade’ and had to fight to get my own program back. Even so -McAfee takes 15 MINUTES to load, then another 15 to scan- plus it has slowed my computer to a crawl. McAfee scrambled my registry like a blender -thank heavens I found Registry Mechanic! THAT’s an A-1 program! McAfee’s Customer Disservice is utterly useless and rude to boot.
PCillin came w my Dell and it’s a lot better and faster - it also catches far more nasties than McAfee
Posted on 30-Apr-07 at 3:47 am | Permalink
Dien Huynh wrote:
I bought a Dell laptop that comes with Mcafee antivirus installed. About a year ago, my Microsoft Outlook stopped working, it happened at the time when my Mcafee lincense expired. Then I realised that Mcafee installed itself into my Outlook for scanning mail, not too happy but i didn’t think it did any harm so I went online and renewed my license and my Outlook magically worked again. Since then I sold my laptop (and uninstalled all softwares including Mcafee).
Today out of the blue, I got an email from Mcafee team informing me that they have renewed my subscription for another year without even seeking my consent. They also advise me that if i want to cancel the subscription i have to do so within 60 days by contact their Customer Service (without telling me where/how/who).
Reading all the posts about dealing with Mcafee Customer Service, I guess I would be in for a long long battle to retrieve my money that they STOLE.
Posted on 30-May-07 at 11:12 am | Permalink
Theresa wrote:
YES! I thought it was just me….McAfee is a big rip-off! It should not be rocket science to fix their worthless non-working programs. The box is also false advertising—”Real People. Real Help. For Free.” Only if you can find the # to call after your computer has totally been shut down by their program immediately after install…..DUH…How can a person use the “free” tech support when your computer is now frozen? Customer service recommends the website or using their pay techical support. Why would I pay to fix THEIR issues that THEY created?? Talk about job security!! & to think our government trusts these people…because that is what they use as a anti-virus program. I told customer service to take a hike, and that I would not be spending 39.99 MORE for their worthless product. It would really be nice to just boycott both the large internet security co’s. The computer and PC Magazines should not be so ready to endorse these products or the companies and have their icons placed onto the packaging to help boost the sales of these products.
Posted on 04-Jun-07 at 8:14 pm | Permalink
Bad Language / Stupid job titles correlate to lousy customer service wrote:
[...] A reader sent me this classic: Apparel Flow Replenishment. In other words ‘restocking’. Similarly, I’ve always thought that Customer Service Representative is about two and a half words too long. And how do you ‘represent’ customer service? Also, have you noticed that companies with ‘CSRs’ usually have lousy customer service. As in Guy Kawasaki’s experience with AT&T or my experience with McAfee. [...]
Posted on 28-Jun-07 at 5:31 am | Permalink
Flolly wrote:
McAfee actually charged an expired credit card with an outdated billing address. When I looked at the invoice, they had the “new” expiration date as 12/2021. Somehow, my credit company actually accepted this blatently false information and the charge went through.
I contacted both companies as it is clearly just unacceptable for any company to make up an expiration date on an expired card *and* my bank to actually approve the charge without being provided with accurate account information. Not. Okay.
I purposely left the old information on my account as there was no way to opt out online and I didn’t want to argue with some call center rep about cancelling the sub. Usually just leaving the outdated credit card information will take care of the problem and the auto renew will just stop. Not so in this case!
Posted on 12-Jul-07 at 6:47 pm | Permalink
Marie wrote:
McAfee is the biggest pain in the universe. The only thing efficient about that organization is their ability to snatch cash. (automatic renewel). The recent McAfee reconfigeration has destroyed my computer. Every attempt to get someone in the “technical service group” has resulted in more problems. The tech people I had to deal with could ALMOST speak English and from the buck passing that ensued they know very little about their products or how to solve any malfunction. I have been in limbo since 08/07/2007. The McAfee problems have created problems with Microsoft software and AOL. I am at wits end. The last interface I had with them (this evening), I was advised that there is a pay for incident number that I should call for help. SCAM SCAM SCAM. These bums should be run out of business.
Posted on 07-Sep-07 at 7:12 am | Permalink
Robert Hayden wrote:
1. “Solutions’ listed in Virtual Technician do not work.
2. McAfee tends to “re-install” upon nearly every reboot delaying internet sign-on.
3. The Virtual Technician desktop icon only works once, then needs to be re-installed.
4. The On-Line Chat option for technical support does not have a “submit” button so you cannot use it. What does that tell you?
Posted on 26-Sep-07 at 9:34 pm | Permalink
Dave wrote:
McAfee has the absolute WORST response to technical issues that I have ever seen! Their upgrades are fillled with technical issues that are self-induced by their previous software versions, their chat line is a joke, and the phone reps can’t solve the issues at ridiculous rates. Then, follow-up response from the service organization is “our next level of technical support will be required to solve this issue…WAIT 7-10 Days!” That has happened 3 times. I’m going NORTON!!!
Posted on 09-Nov-07 at 11:36 pm | Permalink
Amanda B wrote:
McAfee’s so-called Tech-Support is the most apalling service I’ve encountered in years! Last Friday, after spending nearly 2 hours on numerous phone calls to their Customer Service group in the Phillipines (with “barely-English” speaking individuals) the only answer I found was that all supervisors were unavailable and attending a seminar. I was told to call back on Monday which lead to more frustrating and nonexistent support.
As others have stated, attempts at using McAfee’s online tech support is a circuitous route to NOWHERE! I’ve experienced every problem mentioned by others on this website. I’m going to make one more attempt at resolving this by leaning on Dell’s support team.
Posted on 21-Nov-07 at 2:43 pm | Permalink
natalie herman wrote:
a balloon opened up above the McFee sigh, said push balloon for new security. since then I have nob been able to access anything. i play bridge on line & haven’t been able to get this security off my pc.
Posted on 23-Nov-07 at 7:13 pm | Permalink
CN Yee wrote:
I am going through a horror story with McAfee at present. This is how it goes. On Nov 12 I was charged for auto-renewal. I requested for refund, and cancellation of auto-renewal. I got my refund promptly, so I thought everything was OK.
Then on 3 Dec I was being charged again!!! I wrote back a very angry letter and asked for refund again and for my account to be deleted. I got a reply today - assuring me that the auto-renewal is being removed, as well as my credit card details.
I logged on to check - lo and behold - the auto-renewal status is still ON, as well my credit card details.
I suffered exchange rate losses on each refund. I am seriously thinking of cancelling my credit card to prevent any further charges.
This is a nightmare. This is my worst experience so far in terms of customer (dis)service.
Posted on 07-Dec-07 at 10:28 am | Permalink
Karen Mainz wrote:
On August 2007 I paid $64.95 for virus protection from McAfee. On December 16,2007 my computer was infect with a serious problem. McAfee informed me that I must pay more to destroy the virus. I’m confused about this company, I believe it is a scam. I will spread the word about MCAFEE To all my customers.
Posted on 19-Dec-07 at 2:21 am | Permalink
Bad Language / Amazing technical support and a call centre that calls wrote:
[...] do this without any hope, of course. See earlier posts about my lamentable experience with McAfee and the City of Westminster, for example. What usually happens is that you get a 17-year old [...]
Posted on 19-Dec-07 at 11:50 am | Permalink
Robert Stever wrote:
((Theresa wrote:
YES! I thought it was just me….McAfee is a big rip-off! It should not be rocket science to fix their worthless non-working programs. The box is also false advertising—”Real People. Real Help. For Free.” Only if you can find the # to call after your computer has totally been shut down by their program immediately after install…..DUH…How can a person use the “free” tech support when your computer is now frozen? Customer service recommends the website or using their pay techical support. Why would I pay to fix THEIR issues that THEY created?? Talk about job security!! & to think our government trusts these people…because that is what they use as a anti-virus program. I told customer service to take a hike, and that I would not be spending 39.99 MORE for their worthless product. It would really be nice to just boycott both the large internet security co’s. The computer and PC Magazines should not be so ready to endorse these products or the companies and have their icons placed onto the packaging to help boost the sales of these products.))
I work for the US Government, we don’t use any ant virus programs. None of them are secure. Instead we have a 2048bit encrypted router that only sends (cannot receive on most machines). We have 200+ PC’s where I work and only 1 PC can actually receive data. So before a web page is loaded it must pass through someone with physical hands and eyes to tell what is gong on.
Posted on 20-Dec-07 at 8:18 pm | Permalink
Dave wrote:
Yep, Dig this:
I get a an offer for a years subription at 33% off. Yea right I bought it for 34.99 and they charged my CC 72 bucks!
Called some foreign guy they refunded that and agreed to honor 34.99 for the subsciption, checked CC today the charge was almost 73.00
Dont do it, these guys are crooks wouldnt be soooo bad but they did the same thing last year, live and learn at YOUR expense! Thanks 4 nothing Mcafee!
Posted on 30-Jul-08 at 4:33 pm | Permalink