0 Replies Latest reply on May 15, 2012 2:01 PM by betphil

    Do the marketing and customer satisfaction departments talk to each other?

      How on earth can McAfee get it so very wrong with regard to customer satisfaction?

       

      I had a bad experience when a McAfee update screwed up both of my computers, landing me with black screens on each.  I had to keep rolling back to a restore point and then put the computers into sleep rather than shut down because if I did McAfee would update at start up and screw me again.

       

      Dealing with McAfee's agents was frustrating. It took a lot of calls to fix and because of the time required for the suggested uninstalls and re-boots, I dealt with different agents. It was patently obvious that there was zero continuity of service. Each agent would go over the same script and through the same tired 'fixes'. It was finally escalated and it got fixed. It took over a week though.

       

      So when I received the McAfee renewal letter telling that me my card was out of date and exhorted me to update it, all I did was to go into my area on McAfee and make sure that auto renewal was set to off. I definitely checked that I would not be auto renewed and waited for my subscription to near expiration whereupon I would install a different anti virus.

       

      Two days ago I received an email;

       

      Your McAfee® subscription has been successfully renewed using the payment information on file.

       

      What! I know I checked the auto-renewal was off....but....here is the worst bit. I was charged £64.99.

       

      It's only £29.99 online at the official McAfee website, so a 'walk up user' gets a better deal that an existing customer. Duhh!

       

      I rang the customer line and to be semi-fair, the agent cancelled the subscription immediately. I guess that the agent had been instructed not to argue because there was no demurring whatsoever. I now have some emails telling me that this has been done, although it may take 5 to 10 days for the refund to reach my card account. Another question would be why does it take so long but I'll let that go for now.

       

      Back to the auto-renewal. I know that I checked my settings but apparently buried somewhere else is a trigger called 'Always On'. Now I am not an expert on the McAfee website but equally I am not stupid. So it looks like sharp practice to me.

       

      Anyway in the cancellation emails is a web link to a renewal site, should I change my mind. Purely out of interest I clicked on it. Apparently I can get a discount to bring the £64.99 down to £40.00. A quick check online shows it still at £29.99 for a walk up user.

       

      What a bunch of idiots.

       

      Goodbye McAfee.