Report: #624141

Complaint Review: Mcafee antivirus computer software

  • Submitted: Sat, July 17, 2010
  • Updated: Sat, July 17, 2010
  • Reported By: -Chris-Beware MacAfee Renewals or atttempt — Vancouver Washington United States of America
  • Mcafee antivirus computer software

    United States of America

Mcafee antivirus computer software no refund after 6 weeks, Internet

Show customers why they should trust your business over your competitors...

I tried to renew my Mcafee software on line, I work at home sometimes and my work prefers Mafee.  My payment went through but the software failed to load. I did not realize that this was because Comcast (my internet carrier) had changed to Norton.

This was on 06/08/10. I called Mcaffe the next day. On hold 30 minutes before getting someone to talk. Couldn't find my account, couldn't find the transaction or payment. Ref #515592878 even though I had my confirmation and order number from them. I needed to call back in one week.

Called back on 06/15/10- ref #515664790 (after being on hold again 30 minutes). Still can't find my account or payment.  Spoke with a supervisor who was going to call me back with in the next two day. I gave specific instruction that it was okay to leave a voice mail on one of two secure lines (I am a health care provider and I needed to go see my patients). Which he repeated back to me. No call back ever came.

3rd call- spoke with supervisor Ann (at my request and after being on hold again for approx 20 minutes) Ref # 516727930.  My account was located and payment was confirmed. A refund should be forth coming. They were trying to work out the details.

Expect a call back on Monday. Again- gave two two numbers with my permission to leave a secure voice mail. Ann repeated this information back to me and agreed to leave a message. No call, no message.

On approximately 06/21/10- I switched to emailing Mcfees customer service (couldn't take the hold time anymore). First response came on 06/22/10 from Rengarajan K service tier I ref # 521607968 who was "escalating my complaint"

On 06/23/10- I received a second email from Dastagir G who advised me that I could expect a refund (this actually took place over several emails) by check and got my physical address. Refund to be expected within 3 weeks (07/14/10)

I emailed Dastagir G on 07/13/10 to adivse that I had not yet recieved a check and that if I did not receive a check by that we had agreed upon that I would begin a loud and vigorous complaint campaign.

07/13/10- I received a response back from Pradeep (supervisor) advising me that they did not have access to my records (even though I send my email as noted above) attached to all of the emails that I had exchanged with Dastagir G including the References #'s). He gave me another reference number #521607968 and advised me it would take 7-10 days to research this.

I would like to note that with each and every phone call I had to repeat my entire story including credit card # for them to research my charges. When I went to the Mcfee web site, there is no physical address listed on their website to even write to. How frustating this whole process has been. I will never use their product again.


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