Not sure where to point this one - I guess it might at least be noticed here, even if it needs to be moved!
Now that I have given up hope of ever getting any decent support from McAfee, I hope someone else here can help or pitch in an idea!
On 27th of March I bought the Saas Inbound email filtering product, as my small company gets lots of spam. As of today (21st April) it still doesn't work! Despite numerous promises of "call-back in 2 hours", escalation, etc. there seems to be no continuity of support (different people each time) and I seem to understand more about the MX records than the "Gold Support" people I have spoken with! I still don't know if the problem is with McAfee's software or not, but then neither does McAfee! Support in the UK seems to be quite sparse and outsourced to India?
I have a hosted (with an ISP) email solution with cPanel access to change MX records, addresses etc etc. Using the settings I have been given by McAfee (MX records etc) the product will not work. If I take out my existing MX record & replace it with McAfee's, NO incoming email arrives! Everyone gets their mail bounced back to them. If I add the original back, I'm back to unfiltered emails. If I leave mine at a priority of 0 and McAfee's at 10, then "some emails seem to go to McAfee!
The last person who called me said he'd call back but never did. Instead I received an email telling me it was now working! Well, it isn't!!! This person also didn't understand about MX record priority! He also tried to send me a test email which didn't arrive and turned into 6 emails once it arrive in the mxlogic server! Wow! Gold Support????
I have now stopped using the software and returned my MX record back to it's original value until I understand what is going on, as I can't afford to wait for the next person from McAfee to join in the guessing process.
I called McAfee and was told my account manager would be in touch, as I said I'd had enough.... Guess what? I'm still waiting, days later...... I have to conclude that while some of McAfee's products may be really good, they may be let down by pathetic support!
I'd appreciate any suggestions and help from you guys to either obtain a refund, or maybe even get it working!
Thanks in advance
Message was edited by: impactphoto on 4/21/11 6:41:11 AM CDT