McAfee VirusScan Rip-off! I did not received what I paid for. Internet

I ordered and downloaded McAfee VirusScan on 5/23/2004. I can see it on the McAfee web site. Today, I spent over an hour troubleshooting the software that is no longer working for some reason. Technical support told me to download the product again and reinstall thinking that would help. They sent me the 866 number for customer support. Oh, I cringed because I hate dealing with people who know nothing and work off of scripts.

Anyway, Mylene in Support, told me that I can't download it again because I don't have my order number. I ordered it via www.mcafee.com and she says I didn't even though they have a record of it. She says that I am unable to download a new copy. I said that I only wanted what I had paid for that the product was no longer working. She spoke so fast with an accent that I could not understand her and had to ask her to speak slower. I finally got so frustrated that I asked for a refund. I'm only into my 5th month of the year. She said I wasn't able to get a refund either. I asked to speak to her supervisor.

I spoke to Gracz and got the same response. They just wouldn't listen. I suspect that McAfee has their support out of the U.S. helping keep Americans out of jobs. I asked to speak to her supervisor or to the President of McAfee. She said that she'd transfer me to her supervisor and asked if she could put me on hold for 1-2 minutes. I said ok. The piped in music was so loud that after about 2 minutes I had to hang up.

I don't understand why they can't help. It's not as if I'm trying to get something for nothing. I paid for the service for a year and it is not working. It had just downloaded a virus update and that may have been what ruined it. I just want it to work and an apology from McAfee from someone (not Customer Support) for the poor customer service and frustration it's caused me. I also want to make sure they extend my contract by the days I am unable to use the VirusScan.

Karen
Hanover Park, Illinois
U.S.A.