McAfee, You Call This Customer Service?

The following is an exchange with McAfee Customer Support when I tried to suggest they need a way to schedule updates for some time when it will not disrupt normal operations.

Let me preface this by saying I like McAfee better than the Norton/Symantec product it replaced.

The exchange:

RE: McAfee Customer Service - Service Request #46390186 (#6356-84950329-6680)‏
From: My Name
Sent: Fri 10/26/07 10:47 AM
To: McAfee Customer Support


I call this a completly useless response. It says:

"If you want technical support, you must join a chat board. In addition, you must know enough about our product to figure out which area your question belongs in."

"Alternatively, you can spend time in a chat mode even though all you want to do is drop a note requesting a product improvement."

To use a comon phrase, this is piss poor customer support.





> Date: Thu, 25 Oct 2007 20:34:06 -0700
> From:
> To:
> Subject: RE: McAfee Customer Service - Service Request #46390186 (#6356-84950329-6680)
>
> Dear McAfee Customer,
>
> My sincerest apologies for the inconvenience you have experienced.
>
> We encourage our customers to contact our Technical Support Team directly so that they can assist you real-time with resolving the issue. You can contact our Technical Support Team via free internet chat by following the steps below:
>
> 1. Go to http://service.mcafee.com/TechSupportHome.aspx?lc=1033&sg=TS
> 2. Run McAfee Virtual Technician before you go to Chat.
> 4. Click on Continue but disregard the FAQ search page
> 5. Click on Chat and Email icon (on the left side of the page)
> 6. Choose your Country from the dropdown list and click Next
> 7. Click on Free Internet Chat then Next
> 8. Fill in the required information and click on Submit
> 9. Click on Download Chat Client
> 10. Click on Run and follow the prompts
>
> If you require further assistance, please reply to this email with the previous correspondence. Your reference number for this incident is 47600302.
>
>
> Sincerely,
>
> _______________.
> McAfee CS-Tier 1
>
> Safe online? Avoid dangerous web sites using McAfee SiteAdvisor™ — a FREE download from http://www.siteadvisor.com?cid=27092
> Don’t search or surf without it!
>
>
> -----Original Message-----
> From: My Name
> Sent: Oct 25, 2007 10:49:59 AM
> Subject: RE: McAfee Customer Service - Service Request #46390186 (#6356-84950329-6680)
>
>
> It appears Cuatomer Support didn;t forward this to tech support when they realized that's where it needs to be.
>
> Might I suggest this is someething McAfee should consider a CS problem, the lack of internal communications.
>
> > Date: Wed, 24 Oct 2007 19:00:24 -0700
> From: >
To: >
Subject: RE: McAfee Customer Service - Service Request #46390186 (#6356-84950329-6680)>

> Dear McAfee Customer, >

> Thank you for contacting McAfee Customer Service. >

> As much as I would like to help you resolve your issue, I deeply regret that I cannot personally assist you because we at Customer Service, are not trained to handle technical issues and do not have the tools to correct such errors. >

> McAfee offers free and comprehensive technical support options. To avail free solutions to your concerns, please follow these steps:>

> 1. Go to http://service.mcafee.com
> 2. Click on the Technical Support link
> 3. Choose the appropriate Free Technical Support Options available: McAfee Virtual Technician, Frequently Asked Questions/Search, and Chat/Email>

> If you wish to speak to our online Technicians, you may choose our Fee-Based Support Options available. To do so, please follow these steps:>
> 1. Go to http://service.mcafee.com/LocaleSelect.aspx?lc=1033&sg=TS&pt=2&st=PHONE
> 2. Choose your appropriate Country and click on the Next button
> 3. Select the service option available>
> Should you need further assistance, please reply to this email including the previous correspondence. Your service request number for this incident is 46390186. > >

> Sincerely, >
> McAfee CS-Tier 1>
> Safe online? Avoid dangerous web sites using McAfee SiteAdvisor™ — a FREE download from http://www.siteadvisor.com?cid=27092.> Don’t search or surf without it!> > >

 -----Original Message----->
 From:
 Sent: Oct 24, 2007 7:57:05 AM
 > Subject: McAfee Customer Service - Service Request #46390186>
 > Thank you for contacting McAfee Consumer Support. >
 > We have recently opened a Service Request for support based on the information you provided us at our support website. Below you will find the details of this request for your reference.>
 > - Order #: > - Service Request #: 46390186> - Created Date:
 > - Description: We need a way to set the time automatic updates occur. Download and install temporarly takes over the system. I want to move it to the middle of the nught.>
 > If there is one, I can't find it.>
 > Thanks>

 > Please feel free to visit us at http://service.mcafee.com for all of your McAfee related support needs.>

 > Sincerely,
 > McAfee Consumer Support

 > EN> >