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newhouse
Level 7

When will I receive my compensation?

Can someone update me on when I can expect to receive the compensation I am entitled to after suffering through the faulty update?

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8 Replies

Re: When will I receive my compensation?

It says "1 answer availabel" but I cannot find it anywhere. What did they tell you ?

I did not receive any compensation information allthough the internet says that we will get an information. Should not be too difficult to inform the user ...

They even offered to pay for local computer specialists, didn´t they ?

http://www.h-online.com/security/news/item/McAfee-offers-compensation-for-losses-from-signature-deba...

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McAfee Employee

Re: When will I receive my compensation?

Hey newhouse, Martin,

   Did you both fill out the online form? It should have given you a reference number. Please let me know and I'll check on it for you.

Somer L. Pyron
Knowledge Analyst
ServicePortal: support.mcafee.com
Web: www.mcafee.com
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Re: When will I receive my compensation?

Hi Somer,

I cannot find the online form ! Please send me the link.

Thanks!

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McAfee Employee

Re: When will I receive my compensation?

Martin,

   Please check your inbox. The online form and offer has already expired, but if you have an SR number from when you called for support, I can investigate why this was not setup for you in the first place. I've sent a request for additional information to your private message inbox here on the community.

Somer L. Pyron
Knowledge Analyst
ServicePortal: support.mcafee.com
Web: www.mcafee.com
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Re: When will I receive my compensation?

I did not call for support, but helped myself with another computer. It took me a whole day and half a night ... (Nobody can imagine, that the program that is supposed to protect your system, kills your computer.)

Therefore I did not get the requested SR number. But I called for compensation on your hotline the very next day and was given an email address to send my claims to. I did that 4 days after your update. Silence ... Nothing happened ... Now I found this page ...

What does it mean "has expired"? Do you mean there was an offer and it is too late now? That would not be very friendly after all the trouble I had.

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McAfee Employee

Re: When will I receive my compensation?

Hi Martin,

  Yes, the offer did have a time limit. It may seem odd, but the issue made the computer unusable. It would be unlikely that a home user would go over 2 months without noticing the issue and coming to our site (where they would see the offer form) or calling support. If we put up an indefinite offer, we'd run into people filing claims on it for unrelated issues a year from now.

Do you still have a copy of the email in your sent items? Obviously I'll do whatever I can to help you out with this.

Somer L. Pyron
Knowledge Analyst
ServicePortal: support.mcafee.com
Web: www.mcafee.com
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Re: When will I receive my compensation?

" It would be unlikely that a home user would go over 2 months without noticing the issue and coming to our site (where they would see the offer form) or calling support."

O.K., but I solved the problem obviously before you posted this offer (and your site wasn´t very helpfull with that!). And the person at the hotline offered just 3 month instead of 2 years. So even he did not know at that time about the offer!

Yes, I still have a copy and can forward it to you, when you give me an email-address.

The offer must have been a very very short time online if you take a look into my link above

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McAfee Employee

Re: When will I receive my compensation?

You've probably hit the nail on the head Martin. You sorted it out before the offer was posted publicly, and thus hadn't even been communicated out to support yet.

Did you resolve it yourself, or take it to a technician in your city?

I sent you a private message on the community here, I'll send another one with my contact information. I'm sure we can get you taken care of. Thanks!

Somer L. Pyron
Knowledge Analyst
ServicePortal: support.mcafee.com
Web: www.mcafee.com
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