A few weeks ago, my internet connection crashed with a 'Unknown network, can't connect to the internet' error. After a very fraught weekend, I finally deleted McAfee virus protection, and the connection was restored. I then downloaded and ran AVG free anti virus software and everything was fine. I should explain that I am a software dveloper who relies on the internet to ply my trade. I then bought a new computer (A sony VAIO - wonderful machine, with TREND Titanium AV software pre installed.), as this was scheduled for me. After a few days setting up my new machine, I decided to get in touch with McAfee support to inform them about the problem, and t see what could be done. That's when my trouble really started.
I went into the live chat to start the ball rolling, and I was answered by a person (I can't remember their name), who was not concerned in the slightest about what I was trying to say, but only in finding my account and confirming that I was a customer. He finally confirmed that my email was correct, but still wasn't interested in what I had to say. I decided to cut my losses, and go to the email support. (As I didn't get any help from the live chat, as a knee jerk, I went to the Escalation screen and raised that as well).
I then got an email in return asking me to (again) confirm who I am, where I live and when they could call me - I answered this that they could call me next week, provided all the other details, and sat back and waited.
Then I got an email from the escalation team asking me for all me details again, and this time the last four of my credit card. The person also said, (and I quote) "Your account has been verified against your email address, but we are unable to locate any account." If they verified it, how come they couldn't locate it? by now I'm beginning to lose it a little.
Then I got another email from customer service to say that they had got all my details, thanks very much, and they would contact me next week at the time specified to talk to me anbout it.
Half an hour ago (not next week as they said), I got the call back. When I said that they were due to call me next week, he just tried to get me to tell him what day, would not listen to what I was trying to say, and eventually rung off. How Rude.
You may notice a thread running through all this. Not once has customer service and support been intersted in my original problem! So much for a caring support We're supposed to get!
By the way you guys at McAfee, your support out sourcing isn't working. You might like to think this through again. I would be very interested to hear of anyone else's experiences.