Author:- Stephen Harrison, BSc, MSc, MBCS, CITP, InstM
Sharing over 20 years of IT experience with you
More about me here
McAfee Customer Service Problems
McAfee building Sign
I was using McAfee Anti-Virus for a couple of years but decided not to renew my annual fee and remove the program.Guess what happened. They never called me back!!
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, and 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 fix 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 was already installed and wouldn't remove it. I tried again as advised and this time it seemed to be uninstalling, but but only got half way 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.
I called again (waiting 30 minutes this time) and was told the tool the other rep's 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.