Simple Questions Are The Most Difficult

[Old Moparz]

Sometimes the easiest questions are next to impossible to get an answer to. 

I suppose this is just an observation or minor rant, but it isn't a big deal & I find it amusing, so I am posting about it. I have a PC at home that uses a preinstalled antivirus program from McAfee. It works fine, so instead of going through the trouble of uninstalling & reinstalling others, (even free ones) I just paid for the service to keep the PC updated & protected. I bought a laptop recently, yes, the one I dumped beer in, & that one came with a preinstalled antivirus program from Norton.

The free trial on the Norton program is about to expire & they offer to cover up to 3 computers for one price. I looked around on McAfee's site to see how I can add the 2nd computer & found nothing related to my question. I just paid for the McAfee not too long ago, so I emailed them to see if they offer the same multi-computer coverage. This is where the simple question becomes EXTREMELY DIFFICULT for the customer service department at McAfee. 

My email to McAfee through my account:

To McAfee Customer Service,
I have a second computer that I purchased recently & the free trial, antivirus protection it came with, is about to expire. The antivirus protection program in the second computer is not McAfee, but is offering protection for up to 3 computers for just one price. How can I add that second computer to my McAfee account, & is there any additional fee to add the second computer?
Thank you, Bob.


Response from McAfee's customer service:

Dear Bob, 

Thank you for contacting McAfee Customer Service.

I understand that you would like to add the second computer with McAfee account. However antivirus protection in the second computer is offering protection for up to 3 computers for one price. After reviewing your account, I have verified that you are currently subscribed to McAfee SecurityCenter valid until 11/25/2009.   

Please be informed that I am unable to find 3 user subscription under your account. To process your request, I need to locate a valid account. Once I have located your account, I will gladly provide the assistance you need. To enable me to
research further, please provide the following information:

1. Order Number:
2. Additional Email Addresses:
3. Confirmation receipt from McAfee:

I hope that I have answered your questions effectively. If not, feel free to contact our support again. Please include all previous correspondence when replying. Your service request for this contact is xxx. Please be informed that you may receive a survey from McAfee in the next couple of days that will give you an opportunity to provide feedback on the support I have offered.

Sincerely, 
Sujatha R
McAfee CS-Tier 1

My 2nd email to McAfee through my account:

To McAfee Customer Service,
Hi again, The last email you sent does not make any sense to me.

In one sentence it states the following:  "After reviewing your account, I have verified that you are currently subscribed to McAfee SecurityCenter valid until 11/25/2009."

In another sentence it states the following & contridicts the first statement: "Please be informed that I am unable to find 3 user subscription under your account."

All I am simply asking McAfee to do, is to see if I can get antivirus coverage for a second computer & not have to pay an additional fee. If it is possible, please tell me what I have to do to get the second computer covered. If I cannot, please verify that I cannot cover the second computer, & I will gladly pay your competitor the fee & when McAffee expires on my first computer, I will add it to the new account with your competitor.
Thank you, Bob.


Response No. 2 from McAfee's customer service:

Dear Bob,

Thank you for contacting McAfee Customer Service. I understand that you want to add protection to the second PC. I have checked your account and I verified that you have a subscription to McAfee SecurityCenter, which is available for download until 11/25/2009. Please contact our Customer Service at 1-866-622-3911 and 1-866-336-0947.

I hope that I've answered your questions effectively. If not, feel free to contact support again. Please include all previous correspondence when replying. You may receive a survey from McAfee in the next couple of days that will give you an opportunity to provide feedback on the support I've offered. Service Request # xxx

Sincerely,

Meghashyam.
McAfee CS-Tier 1


My 3rd email to McAfee through my account:

Hi again,

I do not want to call any customer service department on the phone, so I will try once more at asking what I thought was a very "simple" question.

DO    I    HAVE    TO    PURCHASE    A    SECOND,    McAFEE    ANTIVIRUS    PROTECTION    PROGRAM    FOR    MY    SECOND    COMPUTER,    OR    WILL    THE    ONE   ANTIVIRUS    PROGRAM    ON    MY    ACCOUNT    I    ALREADY    HAVE    COVER    BOTH   COMPUTERS?

I am asking this question for the last time since I do not have the free time to go back & forth with more emails, or wait forever for live telephone help to get the answer to one simple question. Your competitor will cover both of my computers for the same price that you are charging me for one computer & looks to be the better deal. Please let me know. Bob


I'm waiting for the next reply & I know where this is going, but I am just trying to avoid calling India or Pakistan.

[FLG]

LOL

Bob,

Take a look at AVG. Great security, they offer a free version and a paid version. Paid has more features but has the same Anti-Virus protection as the free. The free version is just an Anti-Virus program, nothing more...it also updates automatically.

[Ghoste]

The question is easy Bob, it's the translation thats hard and right now their translator is busy helping Meghashyam's little sister memorize the spiel that I'm going to get on my phone tonight during supper.  I do so hope this time its an offer for another credit card because I really need one but I don't know to get one.  Oh if only Meghashyams sister would call.

[400/6/PAC]

I hate crap like that.

[69bronzeT5]

Sincerely, 
Sujatha R


Sincerely,
Meghashyam



The names say it all

[Khyron]

Sincerely, 
Sujatha R


Sincerely,
Meghashyam



The names say it all

JIHAD!!!!!!!!!!!!!!

I'm sorry, that was rather insensitive of me...

If you are offended, please refer to my sig

[Old Moparz]

I'm shocked. 

It looks like I got an answer afterall, & one that finally makes sense too. 

Of course it's not the answer I was hoping for, but at least I know.

Today's email from McAfee:

Dear Robert,

Thank you for contacting McAfee Customer Service.

I understand that you are enquiring if you have to purhcase an additional license to protect the second PC.

I have checked your account and I verified that you have a subscription to McAfee SecurityCenter, which is available for download until 11/25/2009.

You will have to purchase an additional license to the existing subscription in order to protect your second PC.

I hope that I've answered your questions effectively. If not, feel free to contact support again. Please include all previous correspondence when replying.

You may receive a survey from McAfee in the next couple of days that will give you an opportunity to provide feedback on the support I've offered. Service Request # xxx

Sincerely,

Meghashyam.
McAfee CS-Tier 1

[dodgecharger-fan]

Now we know to pose our questions in upper case bold characters to get a quicker answer. 



Another vote for AVG - they have a multi-user license as well - 5 PCs I think. Still a good deal.

I say that with a disclaimer though. I used that exact license until my ISP started offering F-Secure as part of my Internet service - so , now I use that. If I had to go back to buying an anti-virus/spamware solution, it would be AVG for sure.

I DO put the free version on any friends and family PCs that I work on that don't have some other program.. works great. and the version 8 even has a spyware component to it... for free!

[KS71owner]

LOL

Bob,

Take a look at AVG. Great security, they offer a free version and a paid version. Paid has more features but has the same Anti-Virus protection as the free. The free version is just an Anti-Virus program, nothing more...it also updates automatically.