7 Replies Latest reply on Mar 12, 2010 11:07 PM by ShakesHeadInDismay Branched to a new discussion.

    Email Support

      I wanted email support however, there is no email support as the button would lead one to believe.

       

      I asked the support person in chat what the email address was for support.  I was told that email support is not for north american customers.

       

      Why are north american customers unworthy of email support?

        • 1. Re: Email Support
          Dinz

          Hi,

          Sorry for the inconvenience caused in contacting mcafee and I apologise for the inconvenience casued. All the customers are eligible to get  online support from the Mcafee website http://service.mcafee.com  and it based on the users choice whether they want to go for chat support or phone or email support which is categorized in the website. And since you have reached the community forums which is  another scope of  Mcafee support , please provide us with your issue description so that we could help you with our best.

           

          Regards,
          Dinesh K
          McAfee Online Community Moderator

          • 2. Re: Email Support

            I go to the following page:

             

            http://home.mcafee.com/root/support.aspx

             

            I click the blue button at the bottom of the page that is labeled "Get Support"

             

            This opens a new window with the url of:

             

            http://service.mcafee.com/default.aspx?lc=1033&cid=39354

             

            I click the button on the bottom left labeled "Go to technical support"

             

            That takes me to the following page:

             

            http://service.mcafee.com/TechSupportHome.aspx?lc=1033&sg=TS&st=COMMEMAIL

             

            I click the button labeled "Chat and Email"

             

            This takes me to the following page:

             

            http://service.mcafee.com/LocaleSelect.aspx?lc=1033&sg=TS&pt=1&st=CHAT

             

            The country of origin is correct so I click on the button labeled "Next"

             

            I now have a choice of picking between "Free Internet Chat" and "Community Forums"

             

            That is how it works as of this posting.  If you can end up where an email can be sent, please walk me through the steps as everytime I try, I ONLY have the option of free internet chat or community forums.

            • 3. Re: Email Support
              Dinz

              ShakesHeadInDismay wrote:

               

              I go to the following page:

               

              http://home.mcafee.com/root/support.aspx

               

              I click the blue button at the bottom of the page that is labeled "Get Support"

               

              This opens a new window with the url of:

               

              http://service.mcafee.com/default.aspx?lc=1033&cid=39354

               

              I click the button on the bottom left labeled "Go to technical support"

               

              That takes me to the following page:

               

              http://service.mcafee.com/TechSupportHome.aspx?lc=1033&sg=TS&st=COMMEMAIL

               

              I click the button labeled "Chat and Email"

               

              This takes me to the following page:

               

              http://service.mcafee.com/LocaleSelect.aspx?lc=1033&sg=TS&pt=1&st=CHAT

               

              The country of origin is correct so I click on the button labeled "Next"

               

              I now have a choice of picking between "Free Internet Chat" and "Community Forums"

               

              That is how it works as of this posting.  If you can end up where an email can be sent, please walk me through the steps as everytime I try, I ONLY have the option of free internet chat or community forums.

              Hi,

              From the second link you have posted above (http://service.mcafee.com/default.aspx?lc=1033&cid=39354) , please select “Go to Customer service”

              In the next page select chat and email and click next in the subsequent page
              And you would be able to find the option for email support as below :

               

              Email support.JPG

               

              Thanks,
              Dinesh K

               

               

              on 3/11/10 7:15:56 AM GMT-06:00
              • 4. Re: Email Support

                <laughing with frustration>

                 

                I realize I am not the sharpest knife in the drawer, however, do you think it might be possible that I clicked on the "go to technical support" button instead of the "go to customer service" button because I have a technical problem and that is why I listed the steps I took to try and get email support from the technical support section?

                 

                I am having problems installing the software.  When I read the options on the page brought up by the second url I posted, I found Install and Uninstall Issues listed under technical suport.  Hence, I went to technical support, not customer service.

                 

                When I follow your steps, yes, I end up being able to send an email to customer service for billing and account related issues.

                 

                Keeping in mind that I am not the sharpest knife in the drawer, I ask these questions.  Why is it, after going to technical support, the button labeled Chat and Email does not give you an option to get technical support via email?  If you click that button, you end up only having an option for Chat and Public Forums.  Why does the button say Chat and Email instead of Chat and Public Forums?  Would it not be more accurate to label the button with what it actually does?

                 

                I will send an email to customer service and request technical support.  I don't think I will get technical support from customer service, but I will try.  Stranger things have happened in this world.

                • 5. Re: Email Support
                  exbrit

                  Technical Support for the USA is available only via online chat or by phone, the latter for a fee unless you are within 30 days of purchase of a retail package in which case click here.

                   

                  Email support was discontinued for the US because it simply didn't work well.  Chat is almost instantaneous and far more likely to produce results.

                   

                  Or, if you care to outline the problems we can try to help here.  We would need some more information, such as what happens exactly when you try to install.  Also what is your operating system and service pack & default browser and version, how much memory (RAM) does your machine have and free hard drive space and what version of Internet Explorer is installed (regardless of default browser setting)?  Also what other anti-malware software is/was installed.

                   

                   


                   

                   

                  Message was edited by: Ex_Brit on 11/03/10 2:51:46 EST PM
                  • 6. Re: Email Support

                    I have solved the problem.

                     

                    Thankyou

                    • 7. Re: Email Support
                      exbrit

                      Glad it's OK now.