Oh my god! I am posting the content of my live help session with a McAfee customer service agent here. If anyone can be more useful than this person I would greatly appreciate it. I really wish I had done the same for my first conversation with the first agent I spoke with. After having some problems with my installed for 6 months McAfee program I allowed him to take control of my computer and remove the software. He instructed me to restart and resinstall. Now I get the blue screen of death and service agent #2 apologizes that he removed my partially working copy, tells me of the known issue that is "about to be fixed" since april and says there is nothing they can do to restore my service immediately. here is the posted conversation. Are people here SURE that these are live humans on the other end? Seriously. I'm about ready to tortue a small animal or something.
Thank you for contacting McAfee Consumer Support. An agent will be with you shortly.
Hi Patrick, this is Pretty from McAfee Technical Support and I would be assisting you today.
hi. i just finished a live session with a mcafee agent. are you able to look up the log of that service rather than me re-explaining things?
he took control on my computer to fix a blue screen of death issue. removed mcafee successfully, instructed me to reboot and reinstall. reinstallation of mcafee software causes blue screen crash again.
As I understand, McAfee installation caused blue screen of death. Is that correct?
Patrick, I am happy to assist you with this issue. In order to assist you better, I need to gather some basic technical information about your computer. I will send you a pop-up, please click on 'OK' to provide me the information.
might be more info to help you in our support log if you save those. it looks from your community forums to be a known issue with windows 7 64bit. supposedly a fix was in the works or is done now?
you might as well send the request to gain access as well
Representative Pretty has requested system information from customer Customer.
Customer Customer has sent system information to representative Pretty.
Patrick, for verification purpose, may I have your home telephone number with area code first?
Thank you for providing system information, Patrick.
REMOVED MY PHONE NUMBER FOR THE FORUM
How do you currently connect to the Internet? (Dial-up, DSL, Cable, or Wireless)
Thank you for all the information, Patrick.
This is a known issue with windows 7 64 bit OS.
it only started this last week. i have had mcafee running without trouble for over 6 months
how do i get mcafee reinstalled and protecting again
Our Engineering Team is working on this issue and soon this will be fixed.
This issue has caused after the recent upgrade and this will be fixed soon.
why is this just a problem for me in the last 1 week though. and the threads discussing this in your forums as a known problem with a fix coming are dated April 2010
and a fix was "coming soon" back then
Automatic upgrade happens gradually. It won't happen all at once.
Please wait for 2- 3 weeks and contact us back.
i was virus protected through monday of this week.
and just had the last live chat technician uninstall all of my virus software from my computer 10 minutes ago
and tell me to reinstall to fix the issue
We understand your concern, we suggest you to wait for few days to get this issue resolved.
is there any way to put me back in touch with the technician I was speaking with previously.
Sorry, we are unable to connect you to the previous technician.
I understand this is a software issue for you guys as well but it seems a little ridiculous to me that just 20 minutes ago i had mcafee working (partially) and then during a live chat session you guys uninstalled it
and now i have no mcafee
mcafee was working for me earlier today on email and browser security. i just couldn't download virus updates or turn on automatic file scanning
We completely understand your frustration.
Our Development Team is working on this issue and this will be taken care of soon.
and occasionally it would turn off and then turn back on protection. but it was still functioning a bit. until literally.......right before I got on chat with you.....your tech deleted my temp file folder contents, ran a support tech program to remove all traces of the software, downloaded a new copy to my desktop and told me to restart and install
just checking.....am I speaking with a live human at the moment or am I stuck in some kind of automated reply loop? not trying to be insulting....i've just experienced the latter before
I do understand your concern, please accept our apologies, our development Team is working on this issue and this will be taken care of soon.
please connect me with a live technician
I assure you that this issue will get resolved very soon and you will get a confirmation mail regarding this issue
i am pretty sure i am speaking with a computer at the moment. please put me through to a person
You are talking to a person not to a computerl.
i have had some chats with some pretty convincing computers before. it's the canned customer service speak that usually gives it away
Patrick, once the issue is fixed we can add 30 days with the existing subscription as a compensation for these days,.
are you able to reference my previous tech support session? i have no way of referencing back to it. adding 30 days is fine but it just seems really odd to me that in my 45 minute chat with Rajeesh, he did not mention any of this, he just wiped mcafee off my computer and told me to reinstall
at this point i wish he had just told me what you did, stayed off my computer, and left me with my partially working copy of mcafee
We apologize for the previous interaction you had.
The latest version of McAfee has a compatibilty issue with windows 7 64 bit.
no way to undo his uninstall though
Please wait for 2- 3 weeks.
This issue will be fixed.
You can contact us back in 21 days.
in the meantime is there any value in this beta version that people are discussing on your forums?
Patrick, is there anything else that I can help you with McAfee products today?
Patrick, please reply if you are still working with us.
can you please share with everyone in your service center that it is not a good idea to uninstall people's mcafee software only to have the next tech tell them that it is a known problem and the uninstall cannot be undone and there is no virus protection available for a month or more
Sure, this will be cascaded to the team.
Please accept our sincere apologies.
i understand this is not personally your fault but really....."my name is rajeesh and I will help you.....here let me uninstall your software" "my name is pretty and I apologize that rajeesh removed your mcafee, call us in 3-4 weeks"
Patrick, this will be cascaded to our Team.
Please contact us back in 3 weeks time.
ok thank you.
You are welcome.
Patrick, you may receive a survey from McAfee that will give you an opportunity to provide feedback on the support we have offered. This information will help us to improve our support. Thank you for contacting McAfee Technical Support.
Message was edited by: patrickv80 on 8/27/10 8:56:20 PM CDT