When I became unemployed several years ago, I took the opportunity to join the beta testing community, having previously been a paying subscriber to McAfee. Since then, I keep getting reminders from McAfee that my protection has expired. Well, no, it hasn't. I have just stopped PAYING for it! Obviously a case of one department not talking to another.
Anyway, I ignored the chance to have a rant about the fact that I managed to get my PC infected with a virus a couple of years ago, which resulted in me reinstalling everything from scratch, including Windows XP. However, an ongoing issue has finally prompted me to attempt to report a bug to McAfee. After I have run a virus scan, I attempted to go to the quarantined items list to delete them, but every time I try to expand the list of items, the program stops responding. I am guessing here, but I have it in my mind that because I forgot to do this for so long, the list has become so large that it cannot be displayed and causes the crash. That was the error that I wanted to report I also mentioned in the brief description that recently, when using Outlook Express to get my emails, McAfee Anti-Spam had started to identify a daily email reminder that I get for a charity website as spam. It had not done this before, except on an odd occasion, it is in my address book (but not in any safe senders list as I have never found this), but now it does it every day. Bizarrely, it has also identified one of the emails from McAfee about renewing my protection as spam too! So, this was a minor inconvenience that I just happened to also mention.
Not having logged on for some time, and having recently changed my ISP and email address, I requested a password reminder be sent to my old Sky email address. Upon getting this, I logged in, updated my email address to my new Virgin Media one and changed the password. Having run Virtual Technician (twice, as it updated on the first run and then asked me to do it again), I got through to the contact options for help with reporting a bug. I could not select the email option for some reason, so I opted for an online agent chat. It has been all downhill from this point onwards. The first chat was with tech support, who stated he believed my problem to be getting spam in my email folder. WRONG. I was getting email in my spam folder, but that wasn't the problem. I wanted to report the crashing bug when trying to delete items in quarantine. He tried to locate my account, but said he couldn't find it. I was looking at it on screen. My subscription is shown as ACTIVE in Security Centre, my details are shown in the profile screen online that I had just updated and My Beta shows the version of software I have installed (Total Protection 5 Beta for Windows). He took control of my PC and rummaged around for a bit but could not find anything. He insisted that I contact customer services to find my account and he could not help me until I did so.
I therefore went through the same contact procedure again and stated what had happened so far; wanted to report bug, sent email password, updated password, account not found by tech support, told to contact them. I was now put through to another rep who stated she believed I wanted to reset my password. WRONG! Does anyone actually read what is typed into the brief description box? She did some checks and found the old, expired subscription with the old email address attached. I explained again about using the beta version, but she could not find a current account. She stated that she would at least begin by updating my email address, (which I had already done online), but stated that her area of expertise was in billing! After a while, she stated that she would have to get someone else to contact me. I stated that I would not be at home the next day, but she said they would be in touch in the next 24-48 hours. I was duly phoned the next day when I wasn't at home and asked if I was in front of my computer. NO. She said that she would phone me back the following day and asked what time would be convenient (very nice!). I stated any time after lunch would be good. The next day (last Friday) I turned on the PC at midday, and waited for the callback. It never came. A wasted afternoon!
Today (Monday) I was phoned back, I assume by the same person, who stated that she believed I could not find my account. WRONG! I can see my account; YOU can't find my account! After explaining everything yet again about being a Beta tester, she still could not find any account registered to me. Eventually she said she needed to speak to someone to check which department was best suited to help and would call me back within 30 minutes. That was around midday. It is now 4pm! At 14:35, an email arrived from McAfee customer services explaining how to remove a virus and how to submit examples to McAfee for analysis. I haven't got a %$*#& virus!!! WHAT THE HELL IS GOING ON?
All suggestions and help gratefully appreciated whilst I still have hair!