McAfee Woes (and serious lack of Customer Care)
- From: "Michael D. Ober" <obermd.@.alum.mit.edu.nospam>
- Date: Fri, 2 Jun 2006 15:11:37 -0600
Based on the problems my mom is having with McAffee, I am so glad I dumped
them 5 years ago. Their AV engine is obviously still sub-standard.
Mike Ober.
And if you post it, be sure that the press folks at mcafee find out.
From: Michael Ober
Sent: Friday, June 02, 2006 4:49 PM
To: Lynne Ober
Subject: RE: Request for:Support Validation
May I post this series on microsoft.public.security?
From: Lynne Ober
Sent: Friday, June 02, 2006 2:40 PM
To: Michael Ober
Subject: FW: Request for:Support Validation
I sent them this one too.
From: Lynne Ober
Sent: Friday, June 02, 2006 4:39 PM
To: 'press@xxxxxxxxxx'
Subject: FW: Request for:Support Validation
Love that customer care. Please be sure to get this into all of your
advertisements so that folks know how great it is to work with McAfee
Customer Service. I really liked the touch of sending along a long
distance number that I will need to call and pay for. Nicely done. Great
service.
Lynne Ober
From: Divina_Culala@xxxxxxxxxx [mailto:Divina_Culala@xxxxxxxxxx]
Sent: Friday, June 02, 2006 2:33 PM
To: Lynne Ober
Subject: RE: Request for:Support Validation
Dear Lynne Ober,
Thank you for your email to McAfee, Inc.
I understand that your concern and I do apologize if I am not trained in
this matter. Your concern will be best handled by the Consumer Care
Division. Please call them at 1-408-992-8599. They are available from
Monday through Friday, 8am to 8pm Central Standard Time.
If you need to verify this matter further or if you need assistance with
anything else, please email me back or contact McAfee, Inc. at the contact
numbers listed below. We are open from Monday through Friday, 8AM to 8PM
Central Standard Time.
Thank you.
Divina Culala
Corporate Customer Service
McAfee, Inc.
888.847.8766 Main
972.963.7001 Fax
www.mcafee.com
-----Original Message-----
From: Lynne Ober
Sent: Friday, June 02, 2006 9:44 AM
To: Culala, Divina
Subject: RE: Request for:Support Validation
I guess you aren't interested in keeping customers. You sent me no cost
free way to contact support.
The problem is that McAfee does not find viruses that are two years old. I
would think that would be a customer service issue of the largest magnitude.
I will be happy to share your e-mail with all the techy folks I know in the
area so that they understand how little support you give a customer when
your product fails.
Lynne Ober
From: Divina_Culala@xxxxxxxxxx [mailto:Divina_Culala@xxxxxxxxxx]
Sent: Thursday, June 01, 2006 5:16 PM
To: Lynne Ober
Subject: RE: Request for:Support Validation
Dear Lynne Ober,
Thank you for your email to McAfee, Inc.
I understand that you are having issue with your McAfee software. I
apologize for the inconvenience. After reading your email, I have
determined that your issue would be better answered by our McAfee Security
Consumer Division. You can get assistance by going to
http://www.mcafeehelp.com/.
You can also call them directly by dialing: 1-408-992-8599. They are
available from Monday through Friday, 8am to 8pm Central Standard Time.
Fax Support is now available at 1-972-963-7485 from Monday through Friday,
8am to 8pm Central Standard Time. Make sure to include your registered
email address and order number.
Thank you for your inquiry.
Divina Culala
Corporate Customer Service
McAfee, Inc.
888.847.8766 Main
972.963.7001 Fax
www.mcafee.com
-----Original Message-----
From: Lynne Ober
Sent: Wednesday, May 31, 2006 6:51 PM
To: MB Services - Corporate Division
Subject: Request for:Support Validation
The following CORPORATE REQUEST FORM was submitted from www.nai.com by:Lynne
Ober
The customer requested information on:Support Validation
Customer Information
Name:Lynne Ober
Job Title:New Hampshire State Representative
Company Name:New Hampshire
Grant Number:
Address:
City/Town:
State:NH
Zip/PostalCode:
Country:UNITED STATES
Regional Support Group:North America Support Group
Phone:
Fax:
Email Address:
Product Information
Product(s) Purchased:McAfee Active VirusScan Suite
Date Purchased:05/01/06
Number of Nodes:1
Date Renewed/Purchased:05/01/06
Purchased from:Other
Reseller:
Other:download from your site
Comments:Gentlemen, I just purchased your product. Prior to that I had been
using Panda Software but decided to switch to you because the Panda firewall
has issues with Windows XP Professional. Today I scanned for a virus, and
your product told me I was clean no viruses. However, I had been notified by
an e-mail correspondent that they got a funny e-mail from me . one I hadn t
sent. I went on-line to the Panda web page and ran a scan. Panda found the
Mydoom.n.worm virus on my PC and fixed it. That came out in 2004. Why didn t
your product find it I am concerned that I bought a pig in the poke. I use
Outlook 2003 for my e-mail client. I want to be protected and fear that I am
not. This is a serious problem for me. Please give this your attention. I
need to know why your product couldn t find a two year old virus. Exactly
how much at risk am I using your product Thank you, Lynne Ober
----------Email Audit----------
Country Code:USA
Region Code:NOAM
Email Sent to:Services_Corporate_Division@xxxxxxx
URL of Request
Form:https://secure.nai.com/apps/support/customer_service/request_thank_you.
asp
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