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Re: Should McAfee be compensating users after 5958 debacle?

They responded ages ago as mentioned earlier in this thread.

On http://www.mcafee.com see the top item.

Basically if you logged a case with Technical Support or Customer Service and incurred charges, they will extend subsciptions up to two years extra & refund "reasonable charges".

Message was edited by: Ex_Brit on 03/05/10 7:11:23 EDT PM
Dhammond
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Message 22 of 61

Re: Should McAfee be compensating users after 5958 debacle?

Maybe I missed something in that statement  which only shows thier intention. Nothing of value was said. They didn't post any instructions on how it will be repaid. The specfics are no where to be found. A promise was made a week ago without any instructions . All we have been told is how to fix the problem after the fact( damage). I contacted and spent hours with Mcaffee only to be told there was  no formatuion yet on the reimbursement. That is not a plan, but a smoke screen. A plan would tell what documents were needed, cliam no, receipts and payment schedule. THEY RESPONSED AGES  AGO AND RECOGNIZED THE PROBLEM AND COMPUTER FIX. WHERE HAVE YOU FOUND INSRTUCTUIONS TO START THE PROCESS. The phone support is merely a statement form the CEO and how to fix poblem'.''  THE.PHONE support only pointed to the CEO quote. As the General said in desert storm this is nothing more than BS / bovine scientology. I want specific instructions. They are good at collecting my money on the spot now pay  it back. If this is not resolved they will get hammered on the market and lose loyalcustomers. What kind of software company does not test thier product on xp (sanfu)? No Excuses. Get this done now.

Midnight Rider

Re: Should McAfee be compensating users after 5958 debacle?

Everything comes to he who asks.  Pick up the phone and call Customer Service.

Telephone Customer Service

To speak with a Customer Service representative, call 1-866-622-3911. You may be asked for your registered email address and order number. Telephone charges may apply.
Average contact length: 10 minutes
Estimated wait time: 5-10 minutes
Hours of Operation: Available daily, 6am-6pm Pacific

Did you click on "President's Message" or "Learn More" ?   If the latter it gives phone numbers worldwide to contact regarding the issue.

Message was edited by: Ex_Brit on 04/05/10 7:56:46 EDT AM
tromine
McAfee Employee
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Message 24 of 61

Re: Should McAfee be compensating users after 5958 debacle?

The McAfee development and web teams are very close to completion of a web form, that will allow those seeking reimbursement for costs incurred to input their claim.  Expect it within the next couple days. There will be a couple prerequisites that must be met, just to help McAfee validate the claims and avoid bogus ones.  Details will be explained on the form.

McAfee is fully committed to 'making good' with those who were impacted.  When the web form goes 'live', we will post an update to the Forum, this thread, and of course mcafee.com will have it prominently mentioned on the front door.  So sorry for the inconvenience.  Know that McAfee is owning up to its responsibility here.  Hang tight just a little longer...

Product Manager, McAfee Consumer Software
newjack
Level 12
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Message 25 of 61

Re: Should McAfee be compensating users after 5958 debacle?

What about the people that are possibly infected because of the Mcafee ongoing problems?I have had nothing but problems over the last month with this product on a computer that is about 4 months old.The latest being a problem that states all of my Mcafee products are working(in green).Also after running MVT all products are up to date and working.But in my windows action center it says Mcafee antivirus turned off windows firewall and mcafee firewall are turned off.This is crazy!I have had to go through another horrible tech support experiance that i don`t want to get into.Finally i was advised to again uninstall and reinstall a product i have paid good money for.All while still wondering if i am open to all sorts of attacks.This whole experiance has been a nightmare.I understand that things go wrong.But how many times does a loyal paying costumer want to hear i am so sorry for your inconvenience.Lets live in the real world for a minute.No one is sorry for anybodys inconveniece.This is an on going problem that needs to be addressed right away.Just to prove a point i just did another total reinstall and my site advisor does not work.

Yet another new problem i did`nt have earlier.I am sure there are many people that are just as frustrated as me.             thanks Jack

Message was edited by: newjack on 5/4/10 12:03:45 PM EDT
tromine
McAfee Employee
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Message 26 of 61

Re: Should McAfee be compensating users after 5958 debacle?

I hear you Newjack.  Trust me...we are genuinely sorry (no matter how frustrated we have made you may feel).  Technical issues are the bane of our existence in Tech Support, and this most recent issue has had many of us working round-the-clock.  Doing the best we can.  As to your recent issues, would it be possible for you to send me a screenshot of your 'Windows Action Center'?  I want to make sure its not one of the family of FakeAlert viruses that are designed to look like Windows Security Center.  As to SiteAdvisor, when you reinstalled, did you have SiteAdvisor checked?  Also, if you right click anywhere below the URL area on the IE toolbar, do you see 'McAfee SiteAdvisor' referenced, and if so, is it selected?

Product Manager, McAfee Consumer Software
newjack
Level 12
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Message 27 of 61

Re: Should McAfee be compensating users after 5958 debacle?

Thanks Tromine,

Here is 1 of my posts with the screen shot.Keep in mind Mcafee says i am protected.It is posted on the forums right now.For some reason i can`t copy the link to this page.Another conern.




Message was edited by: newjack on 5/4/10 12:33:38 PM EDT
newjack
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Message 28 of 61

Re: Should McAfee be compensating users after 5958 debacle?

I dont know if you can see the link on your end. I cant but there is 2 little blue boxes in the post that i can click on to go to the article.It is under technical suport??

tromine
McAfee Employee
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Message 29 of 61

Re: Should McAfee be compensating users after 5958 debacle?

I did see your screenshot from the other post.  This sounds really fishy.  I'm going to have one of our top Support guys check out the thread.

Product Manager, McAfee Consumer Software
newjack
Level 12
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Message 30 of 61

Re: Should McAfee be compensating users after 5958 debacle?

I would really appreciate that.As this is a new computer. I try to surf safely and always read the site advisor rateings before even entering a site.I know that the internet is a rough place nowadays,but i have had Mcafee insatalled and running from the day this computer was delivered.After loseing my xp last year i stayed with mcafee and like the features it has.The program was reccomended to me a few years back.But if it`s not functioning properly we both know what the inevitable outcome is.

                                                                                                                                                                     Thanks for your time,

                                                                                                                                                                                                        Jack

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