Complain about a product or service

McAfee VirusScan

Mark of Dayton, OH August 9, 2006
I recently updated my McAfee Virus Scan software to Version 11. Once downloaded, I discovered that I could not access the Internet in the normal way or download email. I uninstalled the program and everything worked fine. Reinstalled it and I had the same problems again.

I tried to use the McAfee Virtual Technician but the file would not download onto my computer. I then tried the McAfee Chat Room to talk with a technician but they just pointed me back to what I had just tried. McAfee's Feedback link offers no response from them. The only avenue left was to call McAffe's pay per call number.

Ronald of Cypress, TX August 2, 2006
For over a year I've used the McAfee Virus Security program. On 7/31/06 I received an e-mail message that I could download an upgrade at no extra cost.  After shutdown/re-start the computer would not function. It would shutdown as soon as the McAfee program began to initiate.

I called the McAfee customer service number and after a 30+ minute wait the party said to check the web-site for assistance. He then said I could call technical service and for a 35.00 charge they would assist me.

I complained at length, finally they gave me an 800 number to call, but when I called they said the number had expired and they could not help directly. I could go the the web or I could pay extra to get help. This customer service is worthless. In the meantime I've spent more than 4-hours on the phone trying to get help.

Joanne of Blaine, WA February 20, 2006
On Feb. 2, 2006, I downloaded and paid online for the latest version of McAfee's anti-virus software. On Feb. 3, 2006, the morning after installing it, I had problem after problem with my e-mail. I made 2 tech support calls to McAfee. What I did not realize was that the calls (which were not all that helpful) were charged at 2.95 per minute. I don't remember being forewarned that the charges were that expensive. These charges showed up on my VISA statement as 64.90 and 44.25; combined, they are more than the 87.02 I paid for the software itself!

When I called McAfee's toll-free number (1-866-622-3911) on Feb. 20, 2006 to ask about these charges, I was linked to the Customer Service line via automated messages. I was on hold for about 25 minutes before I got through to a representative, who could give me no assistance on this matter. She said I could call back the next day when the supervisor was in, "at this 408 number," as she phrased it. I said, "I didn't call a 408 area code; I called an 866 number."

Then I said, "So what you're telling me is that I originally called a toll-free number, but when your system routed me to customer service, I was unknowingly switched over to a non-toll-free line, where I waited for more than 25 minutes, being charged for it?" The rep replied, "Yes." While I don't know what can be done about the expensive tech support calls, shouldn't it be illegal, fraudulent, and therefore, prosecutable for a company to re-route a customer's call from a toll-free line to a non-toll-free line without telling the customer?

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