Firm Success & Failure

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Comments

Matt

Mike-
At least you got an auto-renewal notice. at salesforce.com they do not disclose on the sign up order form that there is automatic renewal. And then without even a renewal notice (let alone a renewal notice that clearly states the cancellation policy), they automatically charge your credit card. For a small business, this can run into tens of thousands of dollars. I'm afraid it's only going to get worse as the subscription model for software continues to accelerate. Small businesses should be very careful and beware.

Harold

Hi Mike, at about three months prior to my McAfee expiration I started getting messages from them advising me and wanting me to sign up as I had done previously. I ignored one or two of those messages. Then I made a mistake and answered one with the comment that I knew when my subscription was up and that I had at least two months to do something. On that response McAfee auto-renewed my subscription because they had kept my credit card info. Upon receipt of the renewal notice I started e-mailing McAfee. You are correct, they make it hard to contact them. Finally after three e-mails to McAfee and four days from start to finish I received notice that my account was being credited for the price charged.
I was annoyed that they kept my credit card #. I instructed them to erase my credit card # from their files. Fat chance they will comply.I am thinking that I will file a complaint with the State of Washington Attorney General.

Me

My experience:
Please wait while we find a customer service representative to assist you...
You have been connected to AS.
AS: Thank you for contacting McAfee customer service. How may I help you today?
Me: I want to cancel my automatically renewed subscription of security center.
AS: "Me", I'll be happy to help you.
AS: Would you mind telling me your reasoning for requesting the cancellation so we can work on improving our offerings for the future?
Me: It's cheaper on your website if I buy it from you there.
AS: Thank you for the information.
AS: "Me", I see that you have valid McAfee products registered under the e-mail address [email protected]
Me: Yes. Please cancel the automatic renewal. I was just charged today. I want that refunded.
AS: Thank you for the confirmation.
AS: I do have an option; to provide 40% discount for the recent renewal.
Me: NO. I don't like this way of doing business. Please cancel my subscription.
AS: "Me", if you wish I can provide you 50% discount upto the maximum.
Me: NO
AS: Thank you for your reply.
AS: Are you using any other software to get protection for your system?
Me: I will be when my current subscription with McAfee exires in one month.
AS: May I know the name of the software you wish to purchase to get protection for your system?
Me: I don't know yet.
AS: Are you facing any technical issue in using McAfee software?
Me: NO
Albert Stevenson: Thank you for your reply.
Albert Stevenson: Would you like to transfer the license to someone else who could make use of these products instead of opting for a refund?
Me: NO
AS: Thank you for your reply.
AS: Please give me a moment while I process your refund. I appreciate your patience.
Me: Who said I was being patient?!
AS: As requested, we have refunded the McAfee Always on Protection charges of $74.89 for McAfee SecurityCenter, which will be credited to your account within 3 - 5 working days, or before you receive your next credit card statement. Your reference number will be ***.
AS: The McAfee Always on Protection feature for your account under the e-mail address [email protected] has been cancelled. Your account will no longer be automatically renewed.
===
The one thing I learned from my own days of customer retention "sales" is to continuously repeat, "please cancel my contract" at the end of each interaction. 3 times is supposed to be the rule at which they have to stop asking. But as you see, I didn't follow my own advice here. It may have gone faster had I done so. Best of luck you'all.
Me.

Rob

Mike,
Don't think your blog changed anything. Still having the same issues in September of 2007. Thanks for trying though. ;)
Seems like McAfee is the new AT&T.

Brandon

I had a similar experience. I thought the emails I was receiving from McAfee saying they would charge my card was a scam so I ignored them - then I got the bill from my credit card company. McAfee charged the auto-renewal to a credit card account that I thought was canceled. I called McAfee and I was told that I would get the refund and was even sent a confirmation email. Of course the refund never went through and I ended up getting a late fee from my credit card company. Make sure that refund goes through before you forget about it and get charged a late fee!

Brandon

I had a similar experience. I thought the emails I was receiving from McAfee saying they would charge my card was a scam so I ignored them - then I got the bill from my credit card company. McAfee charged the auto-renewal to a credit card account that I thought was canceled. I called McAfee and I was told that I would get the refund and was even sent a confirmation email. Of course the refund never went through and I ended up getting a late fee from my credit card company. Make sure that refund goes through before you forget about it and get charged a late fee!

Neal Brayton

i want to cancel my subscription.

Neal Brayton

Tell me how to cancel my subscription!!!!!!

Dave

To expedite a cancellation/refund - Call McAfee customer support directly at 408.992.8599.

DO NOT use their online chat system. My experience with them was quite similar to Mike's description. I believe these guys are either a) trained to be slow, thereby boring you into giving up, or b) we are really taking to an AI "talking head" trained to do the same as in option a.

I tried online chat - 20 minutes waiting and a 15 minute chat session to get a n 800 number to call.

The 800 number was 15 minutes of waiting to get a toll number to call.

Yes, they force you to place a toll call to cancel.

I used menu options 4,2,1 to get to a "real" person.

Once there, she was pleasant and helpful, and I got my cancellation/refund processed. Expect some offers to transfer the subscription to other family members and/or extend the service at discount rates.

Now I get to wait 5 days to see if the refund charges back on my card.

My fingers are crossed, we'll see what happens.

Tunc

I just had the same problem. I have never asked for renewal last year. It is imposible to cancel in your profile. Refund link is not working..

Result. Will never use McAfee for my clients again!. I thought it was a reputible company which didnt need this doggy business practice!!

Jon

I have been trying to cancel all of my mcafee programs without success. E-mails don't work. Nothing so far. Dave-thanks for the phone number 408.992.8599.
I as I discovered this number lands you in India-when I finally got someone to talk to it was hard to understand plus, as I was informed, this number only handles corporate accounts. Anybody have any other suggestions?

jon

News flash ffolke-arter hours of running around I was given a new customer rep # to call 1.866.736.3971
At first I was skeptical but it worked-spoke to a person-cancelled all my subscriptions and auto renewal. Got a confirming # as well as a referenced service order #. Only time will tell if the refund is real or not. One note of caution: the 1-866-622-3911 is great if you have a corporate account. Even if you go to the home user prompt you will always reach the corporate account ssection where they will inform you of such and to try the # again. Its all bogus and a huge scam.

Richard T Anthonissen

Thank you so much. My experiance with them:
> Thank you for contacting McAfee Consumer Support. How can I help you?
Customer: I want to cancel a recently auto renewed subscription.
Thiruppathy: Please give me a moment while I review the description you have typed in. In the meantime, would you like to provide any additional information that may help me in resolving your issue today?
Thiruppathy: One moment please, while I look up your account details. I appreciate your patience.
Customer: I want to cancel a recently auto renewed subscription.
Thiruppathy: Richard, I see that you have valid McAfee products registered under the e-mail address ********@Hotmail.com.
Customer: did you get my last?
Thiruppathy: Would you mind telling me your reasoning for requesting the cancellation so we can work on improving our offerings for the future?
Customer: I'll try this slowly: because I am cancelling the renewal.
Customer: I havent used it for 3 years and you keep charging me. i finally figured out how to cancel it and am now doing so.
Thiruppathy: Do you face any technical or performance issue with McAfee software?
Customer: No. I am using another product.
Thiruppathy: Would you like to transfer the license to someone else who could make use of these products instead of opting for a refund?
Customer: No.
Thiruppathy: Would you like to continue the subscription if we offer you a discount of 50% from your current renewal charge?
Customer: No.
Thiruppathy: Please give me a moment while I process your refund. I appreciate your patience.
Customer: ok.
Thiruppathy: As requested, we have refunded the charges of $39.99 for McAfee VirusScan Plus, which will be credited to your account within 3 - 5 working days, or before you receive your next credit card statement. Your reference number will be ***********.
Customer: Thank you.
Thiruppathy: You are welcome.
Thiruppathy: I would like to ensure you're satisfied with the support I offered. Is there anything else I may assist you with today?
Customer: No thank you.

Randall Isaac

I had a similar experience with Webex. I was locked into a 12 month contract at $500 per month (5x the cost of Goto Meeting). I respected the 12 month contract and cancelled 20 days prior to the end of the contract. They refused to cancel stating that I missed the 30 day window and was obligated to pay 12 months. After many annoying conversations with numerous dour Webex employees, they finally agreed to a one month"penalty'. The customer experience along the way was the worst I've ever experienced.

janet bell

i want to unsubscrib from mcafee

Ishihara-san

McAfee has been a sleazy outfit since the Michelangelo scare of 1991.

Mike Kelly

Its been well over a year since I first posted my BAD McAfee experience and the negative comments still keep coming... I guess the problems are still there. Anyone tried to renew lately? And Hey McAfee - anyone listening to us? Got any response? We are not here to rant, well, a little, but to right wrongs. What can we expect from McAfee? (We are listening).

Ross

I just had the same problem. They sent me an email on the 13th of June informing me of the auto-screw feature. I spoke to someone online and cancelled. Funnily enough this person was also called Regina Solomon. Then low and behold, on the 16th of June, the funds were taken from my bank account. Thieves!

a little problem

I received an email stating that my credit card had been charged for the subscription renewal. I googled McAfee customer service, called 1-866-736-3971, spoke with a gentleman for 5 minutes or so, and he cancelled my automatic renewal option and credited my credit card with no hassle. He did ask if a $20 discount would make me change my mind, but I said no. Piece of cake, baby!

Another screwed customer

I just got hit with the autorenewal. Fortunately, I saw the email and got on a chat session right away.

They nailed me for at 69.99 USD renewal charge. (92 Canadian dollar Credit card charge). I was given the same "i can reduce it by 50 percent' BS when i went to cancel it.

The joke of this is that futureshop.com had a 3 user fuller featured version on for 5 dollars after a 40 dollar rebate. Unfortunately, after this experience, I will never buy McAfee again.

I do not even know how they managed to bill my card. THe information they had was for an expired card with an incorrect billing address. When asked how they managed to do this the customer service agent told me to ask my credit card company.

What a terrible company. I will never do business with them again.

Joseph Hall

I can't even find how to get customer service. I am having the exact same problem. Can someone please tell me how to get customer service?

Joseph Hall

Your best bet for canceling is calling customer service- the number is 408-992-8599. They claim they are sending a refund and have removed my information. I received an e-mail shortly after the phone call, but you must remove Mcaffee off of your computer or they will re-bill you.

Hate McAfee

They did send me a notice that they were going to renew and charge me, but when I asked them when and HOW MUCH they told me they couldn't tell me how much because the price could change before I downloaded the renewal! I wouldn't have cared if they would have just said "here's when we're going to charge you and here's how much" but to not even tell you WHAT AMOUNT??? Unbelievable! I told my bank to block any charges from them, I hope that works. Sleazeballs.

Spread the word

Got the same problem. Apparently it's ok by now but they really make it hard to get to speak with somebody. I will never use McAfee again, these commercial practices are unfair. Good luck to the next victims, and please spread the word, text messages to your friends, post warnings on your websites, DO something, this blog is great but not stopping them.

Marion Behnke

I want to cancel my renewed subscription date April 14,2009, Order #C5502378628 Name below
Marion Behnk
E mail address [email protected]

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