McAfee Woes (and serious lack of Customer Care)

Discussion in 'Security Software' started by Michael D. Ober, Jun 2, 2006.

  1. 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: ''
    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: [mailto:D]
    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: [mailto:D]
    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:
    URL of Request
    Form:https://secure.nai.com/apps/support/customer_service/request_thank_you.
    asp
    --------------------------------
     
    Michael D. Ober, Jun 2, 2006
    #1
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  2. From: "Michael D. Ober" <obermd.@.alum.mit.edu.nospam>

    |
    | 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.
    |

    < snip >

    The FIRST line of defense against problems with McAfee software is the McAfee forums !

    http://forums.mcafeehelp.com/index.php
     
    David H. Lipman, Jun 2, 2006
    #2
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  3. That may be the case, but a paying customer shouldn't have to go there.
    McAfee's customer service folks should have routed this problem immediately
    to their security people for corrective action in the next AV signature
    file. Instead, they are giving a song and dance and a long distance charge
    phone number to the security people. Customers should NEVER be treated this
    way.

    The reason I dumped McAfee at our company is that a six month old virus got
    lose on our network with a fully up-to-date McAfee installation. Obviously
    their technical expertise hasn't improved.

    Mike Ober.
     
    Michael D. Ober, Jun 2, 2006
    #3
  4. From: "Michael D. Ober" <obermd.@.alum.mit.edu.nospam>

    |
    | That may be the case, but a paying customer shouldn't have to go there.
    | McAfee's customer service folks should have routed this problem immediately
    | to their security people for corrective action in the next AV signature
    | file. Instead, they are giving a song and dance and a long distance charge
    | phone number to the security people. Customers should NEVER be treated this
    | way.
    |
    | The reason I dumped McAfee at our company is that a six month old virus got
    | lose on our network with a fully up-to-date McAfee installation. Obviously
    | their technical expertise hasn't improved.
    |
    | Mike Ober.
    |

    Do 'ya think Symantec's support is any better ?

    As for a company AV solution, McAfee Enterprise VirusScan is a quality product as compared
    to their retail products. I highly suggest VirusScan v8.0i for the enterprise !

    As for the "six month old virus". What was that virus ?

    BTW: I see *many* more slip through Symantec :)
     
    David H. Lipman, Jun 2, 2006
    #4
  5. Name some companies where you send an email or post feedback to any random
    web form, and they call or email you back, for free. If you want this level
    of personal support, you can get it, but you either have to pay for it, or
    you have to get off your chair and go to the right web site to get it.

    The Mydoom email worm and most other email worms today spoof the "From"
    email address. In my experience, it is usually next to impossible for most
    people to determine who actually sent the email. I find it highly likely
    that the computer in question did NOT send the virus, and you are slamming
    McAfee for no reason at all, based on someone's lack of understanding of how
    viruses work. If the person determined the source of the email by looking
    at the "From" field, that is no way to do it. Even if you look at the SMTP
    headers, that usually only tells you which Internet company the infected
    computer was using, and some of those ISPs have hundreds of thousands of
    customers. I don't know what Panda found or where, but it doesn't entirely
    prove to me that the computer was actually actively infected.

    I see nothing at all unreasonable in this email. They gave you phone
    options, fax support options, and a web page. McAfee does indeed detect
    this virus, so the problem appears to be isolated just to this computer.
    There is no way McAfee can fix the problem without 1) talking to someone to
    validate that you are entitled to free tech support, and 2) you spending
    some time to help fix the problem. Who knows, the problem might even be a
    pre-existing problem on that computer that is not McAfee's fault. But
    sending a support request via the "CORPORATE REQUEST FORM" and expecting a
    callback does not seem reasonable to me. [I'm not sure McAfee does email
    support for home users, and if they did, I doubt that would be a very
    satisfying experience for the user of this computer.] If you want free 24x7
    McAfee support via web forms, you can get it, but you have to go to the
    right place to get it. That right place was given to you, and you preferred
    not to use it for some reason.
     
    Karl Levinson, Jun 3, 2006
    #5
  6. According to Panda Software, the worm my mon had was MyDoom.N. It was first
    found in the wild in 2004. Panda Software reports 109 variants of the
    MyDoom worm. The mail recipient who reported the bogus emails to her
    checked the SMTP header of the message - he's a network admin. Also, the
    McAffee firewall kept complaining about unexpected outbound SMTP messages.
    These two symptoms are why I recommended to her to try Panda's on-line
    ActiveScan. ActiveScan found and deleted the worm and her system hasn't
    reported any unexpected outbound SMTP messages.

    You suggest an enterprise solution for a single user, non-networked (except
    via Cable Modem) system. If in fact McAffee ships a lower quality AV engine
    for home users vs. enterprise users says a lot about their lousy priorities.
    There are far more systems in homes than there are in businesses.

    As for the virus on our corporate network, it's been over 5 years since I
    dumped McAffee so I don't remember what the virus was. I do remember
    spending nearly two weeks eradicating the virus, immediately purchasing a
    new AV product (Panda AntiVirus) and installing Panda. The Panda install
    took one day of those two weeks. The rest of the time was spent eliminating
    the virus and McAffee.

    Mike.
     
    Michael D. Ober, Jun 5, 2006
    #6
  7. This product was less than 30 days old. Almost every reputable company will
    provide 30 days of free support. As for the MyDoom.N worm, Panda Software's
    ActiveScan found it. Panda Software is a European AV company. When you
    call their toll free number, they respond! My mom did go to McAffee's
    web-site. She was unable to find the contact information required to send
    this virus report to anyone other than their customer service. Before you
    claim she's just another stupid user, she was the network manager for
    Welch's Corporation, Southern New Hampshire Regional Medical System, and the
    IT Director for the school district where she lives before retiring and
    getting elected to the NH State Legislature.

    The McAffee (and update contract) was purchased directly from their
    web-site. They should have been able to check the name and address of the
    purchaser to determine support status. They did NOT do this. The Corporate
    Request form was the only one she could find. Note that the McAffee
    response never even mentioned the support forums. Personally, I would, and
    have in the past, fire a customer support employee who provided this poor
    support.

    Mike.

     
    Michael D. Ober, Jun 5, 2006
    #7
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