By ligularian, Nov 26 2015 05:25PM
Had a bit of bother with McAfee. They haven't replied to this. I wonder if they will......#Notholdingmybreath
2821 Mission College Blvd.
Dear Madam or Sir,
In April this year I purchased McAfee All Access (order CS 1519604990) to replace the single-licence security system I had purchased from another company a couple of weeks before for a new PC. During those two weeks I had been attacked by a trojan and blighted with malware, browser hi-jackers and pups which had got through their security. They granted me a refund but no explanation! (...And before I go on, I NEVER download from dodgy sites, ALWAYS save programmes and scan them before installation. I am not a techie but I have had PCs since 1995, and other computers before then. Just don't want you thinking I'm an idiot)
Despite your excellent record and service, the PC I had bought continued to be problematic but not through any fault on your part, leaving me wondering if the apocryphal tales of Chinese components being installed with built-in vulnerabilities was in fact true, or the attacks I had had before you arrived to protect me were festering away under the surface.
Bear with me here....I will get on with this all....
By early October I had had enough and did a full factory re-set. This is when my problems really begun. Now it's YOU guys I am talking about.
Tues. 6th. (evening) To Weds. 7th. October, 2015. Tried to reinstall All Access...(I'll call it AA for now). Unsuccessful. Phoned Customer Service, explained, and was connected remotely to an operative. He had not a clue what he was doing. I don't think he'd seen Windows 10 before. He fiddled about, and then the connection was ended abruptly. There were two phone calls from the number I had initially rung but both were silent. No-one spoke.
I installed AVG free as a temporary measure, in the FULL KNOWLEDGE it would have to be uninstalled before AA could be put on. (This has happened before and your staff have taken it off). Typed a detailed description of the state of play including the temporary AVG installation in notepad so I could cut and paste into the 'CHAT' help dialogue box to give the agent a clear and accurate status report, and contacted help again. This time the operative refused to help after he found AVG. I said I knew it had to go but wanted security while I was trying to sort this all out. He said he couldn't remove AVG and ended the chat conversation saying I'd have to get on to them (AVG) to remove it.
I removed AVG Free in about 2 minutes and asked for chat-help again.
(Here I'll say that I had run virtual technician, McAfee removal tool and pre-install already. I'm not daft!)
The next bloke cut the chat-help connection after about three minutes for no reason. I had barely explained the issue, ie. that I wanted to reinstall AA. All he said was that I had used up my licenses. I told him that I had not, and that two of the old PCs which had had McAfee in the past were now recycled and in landfill so could he remove their profiles from my account. That's when he vanished. At this time I wrote a detailed email to customer services explaining my situation and complaining...gently I assure you, and when I pressed 'send' I got a message saying that I couldn't email you, and I needed to contact customer services.
The last agent I spoke to took one look at my task manager and told me that I had a bad trojan called csrss.exe, and he couldn't help me. Then the chat box was terminated again. What do I know....I turned the PC off and disconnected it from everything.
After a discussion with Man I decided to buy a new PC and trotted off to PC World in Macclesfield returning with a new Acer Revo.
On my return Man said that he'd been online to check and csrss.exe is an important service when running in system32, and not a trojan although there are trojans with that name. The csrss.exe file on my PC was in System. But I had lost faith in that PC...it was cheap, could have been dodgy, didn't work very well....so a Nice New one. Lovely.
Guess what came next? I tried to install AA on the Revo. And could I? No. I got the download link, and a passcode, began the installation from there and got as far as the initial, grey installation box with the progress bar and after telling me it was collecting info to start installation, it hung. For hours. I tried twice more to no avail, and so I contacted chat-help again.
The operative broke the chat connection almost immediately.
I installed Kaspersky 30-day trial.
Now, let us move on.
Yesterday, 19th. October, I decided to try again. I pay you £80 for AA and I didn't want to have to pay another £40 to Kaspersky when the trial ended.
I set about this as sensibly as I could. I removed Kaspersky using Revo Uninstaller and tidied the registry up. I then downloaded McAfee removal tool in case there were any 'Bits' left over. I cleared the temporary files and browsing history from Chrome, my default browser, and from IE and Edge, and re-set defaults.
I accessed my McAfee account and asked to download to this (new) PC and received the link and the passcode. I downloaded the installation files, clicked 'run' and the grey box opened. This time I got a download of something which promised to clean up my PC to facilitate an easy installation.
Nothing happened, soooooo.....
I contacted your chat-help again. He cleared my temp. files, my browsing history and reset IE to default. (It already was) he then told me to go ahead and install AA.
You KNOW what I am going to say now, don't you. You do.
It got as far as trying to clean up my system for an easy installation.....and hung.
I gave up and reinstalled the Kaspersky trial.
What's going on, McAfee? Why is this happening? In the past your agents have been fantastic. They have resolved every problem I brought before them One said he was going to, “Exert the maximum leverage to resolve my issue”....a phrase which made me smile and has passed into my family's usership since then for everything from finding lost spectacles to fixing the car.
After each session in the past I have received a questionnaire regarding the quality of the service. I have received none during this period. On the occasions detailed above the agent didn't even ask if there was anything else he could help me with....the connection was even terminated before I had fully outlined the issue on one occasion.
Do you put a bar on customers with difficult issues? Have I been blocked? Have you changed the service provider for your support network? Have I wasted nearly £80? Do you actually care about your customers and their needs?
I truly believe you need to answer these questions, and explain why a genuine customer with a valid licence for AA and a new PC cannot have the cover she has paid for, or the support she has been satisfied with in the past. I look forward to receiving a reply from you; if you wish to email rather than writing the email address (same as the one I use for McAfee) is at the head of this letter.