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Saner6465
Level 7
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Message 11 of 61

Re: Should McAfee be compensating users after 5958 debacle?

Here's the link you're looking for Paul: http://us.mcafee.com/en-us/landingpages/np5959.asp?cid=77220

I sure hope the (reaonable) re-imbursement goes for all International customers too. Because this link cannot be found on the McAfee site for The Netherlands.

Because I couldn't get in touch with McAfee the second time (I waited for a chat for approximately 85 minutes and gave up!) I called another company to help me with the fact that I could'nt copy or replace my files to an external harddisk. I called last friday at 14:45 and an hour later the engineer sat behind my computer. Within 10 minutes the problem was solved. He copied svchost.exe (via DOS commands) from his working laptop and everything went back to normal!! It cost me EUR 60,= but was definitely worth it!

Regards,

Sandra

tromine
McAfee Employee
McAfee Employee
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Message 12 of 61

Re: Should McAfee be compensating users after 5958 debacle?

Yes, McAfee will be offering these refunds to all our customers, worldwide.  The exact process is being worked out now.  Hold onto your itemized receipts, as we just need to see proof of some kind (to avoid bogus claims).  Thanks for your patience.  We should have the policy detailed and explained on all our sites in the next few hours.

Product Manager, McAfee Consumer Software

Re: Should McAfee be compensating users after 5958 debacle?

Hi Everybody !

My name is RAFI and i live in FRANCE.

I cannot copy and paste any folders.

I cannot use my internet.

My laptop is unable ..

I look for to join with a free phone number the support but there are errors on the website.

So i can do anything.

I don't have access to internet for 5 days .. i am embarassed.

Well.. sorry for my bad english...

Thanks for any help..

I really hope that McAfee will compensate this desagreement.

RAFI

Saner6465
Level 7
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Message 14 of 61

Re: Should McAfee be compensating users after 5958 debacle?

In the link I posted on April 25th (http://us.mcafee.com/en-us/landingpages/np5959.asp?cid=77220) you now have the choice to click on a link to apply for the 2 year free extension. Unfortunately this again only applies for US and Canadian and not for International citizens. And the offer expires on May 31st.

I sure hope McAfee will soon update, in my case, the Dutch site as well!!

Regards,
Sandra

tromine
McAfee Employee
McAfee Employee
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Message 15 of 61

Re: Should McAfee be compensating users after 5958 debacle?

We are rolling out support as we get the infrastructure and content translated in each region.  We just launched in English first.

Product Manager, McAfee Consumer Software
nixonnic
Level 7
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Message 16 of 61

Re: Should McAfee be compensating users after 5958 debacle?

i like this form they ask you the date it happened like they dont know then they ask for all the service request number i dont have bevause the boy who fixed my comp set it to get rid of messages thats older then 10 days im sure if they do some looking they could find them i think we did enough work for them getting are computers back up and running  i think its a bunch of wash under the bridge they are going to try to pull on people and what are there reasonable cost it doesnt matter what the cost they did it they need to fix and repay the people i look for more to come out of this

tromine
McAfee Employee
McAfee Employee
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Message 17 of 61

Re: Should McAfee be compensating users after 5958 debacle?

Nix,

I'm sending you a private message in moments, containing your SR#.  Remember a few days back when I told you I wanted to dig into your case?  Well, I did, and therefore got your info.  This should give you all you need.

Anyone else who has misplaced their SR, you may call McAfee Customer Service and they can provide it to you.

Like we've said from day-one on this issue, McAfee will do everything it can to make good with its customers.  We own up to our responsibility on issues, and do our level best to keep you satisfied.  To avoid phony claims, we do need to collect some info from anyone impacted...but it shouldn't take more than a couple minutes to fill out.

Product Manager, McAfee Consumer Software
Dhammond
Level 7
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Message 18 of 61

Re: Should McAfee be compensating users after 5958 debacle?

My concern is that it will take a long time to hear back that they have even agreed that your charges are reasonable. In my opinion they should have people working on this and getting back with people ASAP. This has no doubt been a big hassle to all involved., but it was not our fault. I am concerned we will all get the run around shuffle. By the time I get paid, if at all,it will be almost two months post incident. To me that is unacceptable. This is not rocket science. I don't know who is McAffe's PR person, but wow. This hunker down mentality doesn't go to well with the troops. The key is to immediately admit you made a mistake, provide a remedy, have dedicated phone numbers and personnel to deal with the problem, notify people by email . We had to wait two weeks just for McAffe to post a form to fill out and another month or two to see if we get paid for our trouble. In my humble opinion there has been two debacles; the event and McAffes' response. This is a lawsuit waiting to happen. As John Wayne said," Sorry don't get it done".

Dhammond
Level 7
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Message 19 of 61

Re: Should McAfee be compensating users after 5958 debacle?

I just completed your form  to get paid. You guys must be joking!  Please allow 8 to 12 weeks after receipt of your request to get paid. You guys must like to fall down and bleed a lot. In my humble opinion the chances of keeping McAfee customers for an extended period of time are slim and none, and slim just left town. I guess were all stuck. How can this not leave a bad taste in your mouth. See what you can do to speed this up. Your customers are clearly unhappy.

Dhammond
Level 7
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Message 20 of 61

Re: Should McAfee be compensating users after 5958 debacle?

If they don't respond and soon this will be a disaster on their part. I spent 123.00 dollars with Dell and 39.00 with HP to fix problem. It took a total of 4 hours with three techs from Dell. Their web page is worthless. When I called asking about "reasonable compensation" I was told to be patient that something would be posted in days. Well it has been more than a week. If I charged for my time alone on this whole mess their jaw would drop. I want only what it cost me, nothing more. MCAFEE STEP UP TO THE PLATE OR  YOUR CUSTOMER BASE WILL VANISH. It only took you a minute to charge my credit card and take my money when I bought your software. Let's see how long it takes to pay me. I will be shocked if a class action lawsuit is not filed. If this was not negligence what was it. McAfee's position YOU GOING TO BELIEVE YOUR LYING EYES OR WHAT WE TELL YOU. Enough said.

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