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McAfee Total Protection 2010 - Shredder Issue as well as Customer Support

Hi.

I wonder if anyone would be good enough at McAfee to tell me why my Shredder is not functioning properly? It goes thru the motions of shredding -but I get an error message "Unable to shred, Allow full access to the file or folder or close programs using the drive". I note that the Recycle Bin is empty afterwards.

This is where so called Customer Support gets interesting.

After trying the Vitual Technician (no joy there - apart from fixing one registry problem), I decided to contact Customer Support by the email. I stated the problem with the shredder. This was sent on July 17th 2010 6:30 GMT. I get an acknowledgement that the call is loged at 17 July 2010 13:59.

A Technician contacted me on July 17th 2010 23.02. Fair play at his point. The Technician confidently explains that an issue is sometimes caused due to corrupted files in the Recycle Bin. When McAfee try to remove or shred a file it produce the common windows warning message. He goes onto say that the corrupted file has to be removed to solve this issue and explains the steps to be taken. Well, Okay I dilligently follow his instruction - but to no avail.

To cut a long story short, this has been escaleted to Teir 2 Support. I have informed those who required it of my availability, contact numbers and primary and secondary emails. Last night I recieved a call at 08:30 from a technician - I just missed the call - then an email saying that they had tried to contact me (okay fairplay) but I had already informed McAfee that I would be available from 17:00 hrs GMT. I think that contacting someone well beyond the appropriate time is farcical. To add insult to injury, I was informed in this email to arrange a time so the technician could call back. That was today at 18:00hrs GMT. I'am now writing this at 19:04 hrs GMT and not one dickie bird of a call or email. Infact I have further replied to yesterday's email stating that the time is now 18:15 hrs GMT - where are you Second Teir Support?

So...

where do I go from here.

To McAfee - I want this issue resolved McAfee-  and I want to know the contact details of who to complain to about your Customer Service.

To all you good folk out their. If you know the work around to the shredder problem - then I would be grateful for your advice/help.

All the best

WhiryThing

4 Replies
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Mayne
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Message 2 of 5

Re: McAfee Total Protection 2010 - Shredder Issue as well as Customer Support

You should also tell them to add  a behavior blocker to the User products ! a lot of malware is missed.

Reliable Contributor exbrit
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Message 3 of 5

Re: McAfee Total Protection 2010 - Shredder Issue as well as Customer Support

Contact Technical Support Chat and give them the reference number, they will check up why no one contacted you.

Linked under Useful Links above.

Mayne, there is no such thing as 100% proof against everything that's out there.   If you want to suggest improvements you may be interested in testing beta products where Bug Reports/Suggestions can be submitted directly, it also has its own forum.

See: http://community.mcafee.com/docs/DOC-1236

At present only the current product is available there but soon the 2011 product will be posted.

Otherwise I suggest creating your own thread under the actual product you are using - SecurityCenter 10 - 2010 presumably.

Re: McAfee Total Protection 2010 - Shredder Issue as well as Customer Support

Thanks Ex Brit,  but you have forgotten that I have already emailed back the Technician who is to provide second Tier Support - last night - complete with reference number (see what I said in my original post) - so you see your suggestion to go back to Chat and Email and ask when I'am going to get a call - has already been superceeded.

This whole epsiode has convinced me that McAfee Support is designed to infuriate, rather than eliviate customer problems. I note no details on the McAfee Website about whom to complain to - so I must conclude that there is a reason for that!

That said, the Technician eventually called last night at 20:33 hours GMT. Because this time was not convienient to me, I mentioned (yet again) to call me at 18:00 hours GMT. I'll see what happens this evening.

In the meantime if you have contact details for Complaints about Customer Service i.e who to write to  I would be grateful - unless you are able to offer a solution to the shredder problem I have.

All the best

Reliable Contributor exbrit
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Message 5 of 5

Re: McAfee Total Protection 2010 - Shredder Issue as well as Customer Support

OK now I see that, sorry.  I've moved this topic for better attention from McAfee from Home General Discussion to Live Support.

Not too sure where else you can write but here is the Contact Us page from the link at the very bottom of most of these pages:  http://www.mcafee.com/us/about/contact/index.html

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