McAfee Customer Service Problems
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I was using McAfee Anti-Virus for a couple of years, but decided not to renew my annual fee and remove the program.
I had actually been doing some research into free anti virus programs and decided to go with something else (Microsoft Security Essentials).
When I come to remove the McAfee program something happened, I don't know what, but it meant that I could not install the Microsoft Free Anti Virus program.
I am not computer literate. I can use, install and remove computer programs, but I'm pretty much lost and out of my depth after that.
I decided to call McAfee Customer Support for help. This is where I started to encounter some issues.
Firstly, I had to go through several options to get through to the right section. Then I had to wait over 30 minutes before speaking to a representative.
I was subjected to some awful Muzak and a message telling me they were experiencing high call volumes, and to go to their website to find out how to troubleshoot my issue myself.
I don't think I would be calling them in the first place if I knew how to address the problem myself!
When I was eventually connected to a rep, I explained my problem. I was told to try installing the program again.
The program said it was already installed and wouldn't remove it. I tried again as advised and this time it seemed to be uninstalling, but only got halfway through before an error message appeared.
Stumped, the rep said they would speak to a colleague as they thought there was a tool they could send me a link to that would cleanly remove McAfee Anti Virus for me.
I thanked them, but 2 days later I received no e-mail from anyone at McAfee.
I called them back and waited 50 minutes this time before being able to speak to a rep.
I had to go through the whole thing again as they had no record of my previous call or the action to e-mail me the removal tool link.
I asked to speak to someone to complain, and I was disconnected!! I called back to complain and spoke to someone who said they would call me back with the removal tool details.
Guess what happened. They never called me back!!
I called again (waiting 30 minutes this time) and was told the tool the other reps were talking about wouldn't resolve my problem and I would have to pay $89 to get some professional Services.
I gave up at that point and called my son, who come and fixed it.
I asked him what he did, and he said he wiped my machine and re-installed all of my software again.
In conclusion, I had a bad experience with McAfee Customer Services. I'm sure I'm not the only one with this unfortunate experience.
The McAfee Anti Virus program worked well for me (I think) and is a program I recommend if you can afford to pay for it.
However, the Customer Service I experienced leaves a lot to be desired.