1) On Jan 23, 2011, I purchased two new Sony laptops that came preloaded with 60 day trial McAfee Internet Security
2) As I was setting up my machine yesterday morning, Jan 24, 2001, McAfee flashed an option to purchase Total Protection (3 users) for GBP 44.95 - a discount of 20 pounds.
3) I paid up and received a confirmation email with order number.
4) I followed instructions for install and verification. My account on McAfee showed the invoice number and purchase made.
5) However, laptop still kept showing 60 day trial for McAfee Internet Security
6) In desperation I installed McAfee technician - it was rubbish finding no fault.
8) I contacted McAfee through online chat a few times. Its a dud - it just loops back to the original screen offering online chat email/help. It ended up generating a few automated emails stating that my complaint was registered. But there has been no follow up.
9) Today I noticed that in my account on McAfee the purchase details which were there yesterday simply disappeared! So apart from my credit card showing that I paid the 44.95 GBP to McAfee there is no other record anymore
10) Bottom line: McAfee took the money, I followed the install/verification instructions to no avail, tried the chat/email option and realised it is just a dud that takes you on a round trip back to the original screen, and have emails confirming my transaction and my complaints. But no response and no acknowledgement.
The funny thing is last year I purchased a Sony laptop with exactly the same results! It was a dog to to get "the paid for" software installed. It took days and days and days. Nightmare. Even now despite the fact that 3 machines should have paid for software active until July 2011, the account is all misleading.
So I will probably end up writing to Sony to go with a better internet security solutuion than McAfee.
Bottom line: either McAfee do this deliberately, in which case it really is online fraud, or they cant be bothered to put up a proper process for upgrading from trial versions to full subscriptions. And of course they know very well that there is no real online chat or email help (the email option cant even be chosen), so they just take you round and bring you back to step 1. Maybe McAfee can answer and tell us which one it is.
And I thought McAfee was a company supposed to make your life easier. What nuisance.
I suppose I have to uninstall and find another solution while trying to get my money back! I suppose that is going to be hard and I wonder how many just give up.....good business for McAfee, awful for the consumer.
The market is open for a customer friendly internet security solution.