Kelly's Buying Dangerously Grade for McAfee: 'F', for difficulty in cancellation of auto renewal and for auto renewing at twice the current price.
Less than a week after the original post this happened:
ALERT from The Wall Street Journal. Oct. 11, 2006 McAfee said CEO and Chairman George Samenuk plans to retire and President Kevin Weiss was terminated from the company in the wake of findings of its stock-options probe. The software maker named Dale Fuller as interim chief executive officer and president." See comment at end.
An email from McAfee arrived saying they had automatically renewed my subscription to Viruscan Plus for $39.95. Since I was now using Symantec products on all my computers, I didnt want to renew it so I started the dreaded 'cancellation' process. It's usually very hard to stop/cancel/return some product or service than it is to buy it. This isn't a mistake, it's the plan. The strategy is to make it hard. Protect the sale, screw the customer (and the brand). If its true, it qualifies as one of Mikes Bad Companies. Is McAfee one of them?
I tried to find out how to cancel. Nearly impossibe, as it turned out.
So I clicked on it and spent 20 minutes trying to cancel. Try it. Nothing works. So I spent 10 minutes trying to contact Customer Support. Heh, heh, you know what that does, leads you into a Knowledge Base of everything but what you want. Delay, delay, obfuscate, etc. This isnt looking good for a high rating from Mike.
Finally I am getting closer to getting to a person: I have to fill out a 'ticket'. Presumable to make me line up for something, but no matter, I was finally going to get to someone. At this point I wondered what they charge on their site for the product. Was the renewal a good deal as claimed? I went to a fresh McAfee site (not from my cancellation ticket page) and found they offered the product new for $19.95. HALF of what they charged me for the good deal renewal. HALF!! This wasn't shaping up for a good grade from Mike!
So I returned to filling out the ticket and pointed out my chagrin at not being able to cancel and finding they had automatically screwed, er, renewed me at twice the current price. I pressed send, and the next screen said it has NOT been sent and I should read through a few more totally irrelevant solutions from their Knowledge Base. I declined and said send it. I also testily added that I would expose them in 'my blog' if it turned out that they were just making it hard, and this was their chance to straighten me out.
I'm waiting for their comments.
Monday -
response from McAfee - we cant find your order. Maybe you ordered it direct from McAfee? Try them. Who are these people? How did I get routed to them?
So I go to the McAfee site and ask for a live chat:
Please wait while we find a customer service representative to assist you...
All agents are currently busy. Please stand by.
You have been connected to Regina Solomon.
Regina Solomon: Thank you for contacting McAfee customer service. How may I help you today?
mike kelly: did you get my last message?
Regina Solomon: Hello Mike, I'll be happy to help you.
Regina Solomon: No, Mike. Could you please type it again?
mike kelly: I want to cancel a recently auto renewed subscription.
Regina Solomon: Thank you for the information.
Regina Solomon: One moment please, while I look up your account details. I appreciate your patience.
Regina Solomon: Mike, I see that you have valid McAfee products registered under the e-mail address [email protected].
mike kelly: What is your question?
Regina Solomon: If I understand you correctly Mike, you wish to get the refund for the McAfee product which was auto renewed under your account recently?
mike kelly: ...yes, very good.
Regina Solomon: Could you please let me know the reason for your refund?
mike kelly: I'll try this slowly: because I am cancelling the renewal.
Regina Solomon: Mike, did you receive my previous response?
mike kelly: yes
Regina Solomon: May I know the reason for your refund?
Then, my battery failed.
Currently experiencing network delays, one moment please....
Your session has ended. You may now close this window.
Went home to get the ac adapter and plunged back in at McAfee.
Please wait while we find a customer service representative to assist you...
You have been connected to Kevin Peter.
Kevin Peter: Thank you for contacting McAfee customer service. How may I help you today?
Mike kelly: Please cancel my recent automatic renewal to McAfee anti virus service.
Kevin Peter: Mike, I'll be happy to help you.
Kevin Peter: One moment please, while I look up your account details. I appreciate your patience.
Kevin Peter: Mike, I see that you have valid McAfee products registered under the e-mail address [email protected].
Mike kelly: And?
Kevin Peter: May I know the reason for the cancellation?
Mike kelly: I am using another product.
Kevin Peter: After researching your account, we have found that your subscription was auto renewed on 10/2/2006. Would you like for us to refund this recent charge and cancel the McAfee Always on Protection feature so that you will not be billed again in the future?
Mike kelly: yes.
Kevin Peter: Please give me a moment while I process your refund. I appreciate your patience.
Kevin Peter: As requested, we have refunded the McAfee Always on Protection charges of ($39.99), which will be credited to your account within 3 - 5 working days, or before you receive your next credit card statement. You will be getting your email confirmation within six hours.
Mike kelly: OK, I have another question.
Kevin Peter: I'll be happy to help you.
Mike kelly: The auto renewal offer was for $39.99 and I went to McAfee site and found the same offer for $19.95. Am I missing something here?
Kevin Peter: Please give me a moment to research your issue. Thank you for your patience.
Kevin Peter: Mike, yes for the special offer it would be the amount you have seen.
Mike kelly: So the amount charged on auto renewal is not the lowest price.
Kevin Peter: Yes, it is the correct amount Auto-renewed.
Kevin Peter: I would like to ensure you're satisfied with the support I offered. Is there anything else I may assist you with today?
Mike kelly: Your last answer is not clear to me. Could you read my question again and try to make your response clearer?
Kevin Peter: Mike, am sorry. I could understand your question. Yes it is not lowest price.
Mike kelly: Is that a policy?
Kevin Peter: I would recommend that you contact McAfee Customer Service number at 408-992-8599 in order to know about your account details.
Mike kelly: Will they know of this conversation so I dont have to start all over?
Kevin Peter: Yes. you please explain briefly they could understand your issue.
Mike kelly: But will they have this discussion thread that I can refer to?
Kevin Peter: I understand your concern. Please contact us with this case reference number 20452399, if you have any additional issues.
Kevin Peter: Mike, you please refer to this case number.
Mike kelly: I have one more question: why is it so easy to oreder something new and so hard to cancel at McAfee?
Kevin Peter: Mike, we have processed you the easy cancellation source.
Kevin Peter: I understand your concern and would like to apologize for the inconvenience caused.
Mike kelly: I'm not referring to this call which worked well. The problem is finding out how to get hold of you.
Kevin Peter: You please refer your case number and can easily contact us.
Mike kelly: thanks, kevin.
Kevin Peter: Thank you for contacting McAfee Customer Support Center. If you need further assistance please visit us again.
Your session has ended. You may now close this window.
Bottom line -
McAfee Caught Red Handed being Bad!
I suspect this will set off an alarm somewhere at McAfee. Why is that? Because they 1. did something wrong (giving best customers the worst deals; breaking the trust in the relationship), and 2. someone admitted it (which they will think of as the problem and really it was a healthy admitting of a problem on one persons part - this is called transparancy). The real problem is that they made an offer for automatic renewal that, at least in this case, proves that people who trust them for auto renewal are taken advantage of. Some call it, screwed.
As for my question on why it is so hard to cancel a subscription vs buy it, the person working with me saw that it was taken care of quickly on his part, which was absolutely true. He did it well and the system worked well at that point. But it took me about an hour to cancel an auto renewal that could have been much more efficiently done by my just replying back the the auto renewal notice that I was not approving it. Would have taken me 30 seconds, tops. So I spent an hour more to get it done because McAfee's systems architecture requires it. Like, by design. Hey, Delay by Design!
Let us know your experiences.
BTW, I am not a disgruntled former employee of McAfee, nor an employee or consultant or whatever of a competitor. I am a customer, now a former customer.
MFK
Less than a week after my naming McAfee a Bad Company, McAfee announced the Chairman/CEO and President are leaving the company. Wow, Results!! Guess there were a few more Bad Company things going on. I'd like to claim a direct connection between my actions and todays results, but chances are, there is not one, other than if you find a company acting badly, it is likely to show up in many ways, not just customer experience. This is a great thing to learn. I'm going to send a copy of this blog to McAfee PR and the new President and see what happens. I'll let you know.
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.
Posted by: Matt | May 04, 2007 at 09:03 AM
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.
Posted by: Harold | July 14, 2007 at 05:56 PM
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.
Posted by: Me | July 20, 2007 at 08:53 PM
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.
Posted by: Rob | September 16, 2007 at 01:13 AM
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!
Posted by: Brandon | September 24, 2007 at 09:19 AM
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!
Posted by: Brandon | September 24, 2007 at 09:20 AM
i want to cancel my subscription.
Posted by: Neal Brayton | November 13, 2007 at 10:09 AM
Tell me how to cancel my subscription!!!!!!
Posted by: Neal Brayton | November 13, 2007 at 10:14 AM
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.
Posted by: Dave | November 19, 2007 at 01:12 PM
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!!
Posted by: Tunc | November 30, 2007 at 05:06 AM
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?
Posted by: Jon | December 20, 2007 at 05:27 AM
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.
Posted by: jon | December 20, 2007 at 07:44 AM
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.
Posted by: Richard T Anthonissen | February 24, 2008 at 04:43 PM
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.
Posted by: Randall Isaac | May 20, 2008 at 10:55 PM
i want to unsubscrib from mcafee
Posted by: janet bell | May 31, 2008 at 12:45 PM
McAfee has been a sleazy outfit since the Michelangelo scare of 1991.
Posted by: Ishihara-san | June 08, 2008 at 01:46 PM
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).
Posted by: Mike Kelly | June 18, 2008 at 08:54 PM
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!
Posted by: Ross | July 16, 2008 at 01:33 AM
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!
Posted by: a little problem | November 28, 2008 at 12:44 PM
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.
Posted by: Another screwed customer | December 06, 2008 at 08:22 PM
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?
Posted by: Joseph Hall | January 08, 2009 at 10:50 AM
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.
Posted by: Joseph Hall | January 08, 2009 at 11:05 AM
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.
Posted by: Hate McAfee | January 13, 2009 at 03:46 PM
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.
Posted by: Spread the word | January 18, 2009 at 02:02 PM
I want to cancel my renewed subscription date April 14,2009, Order #C5502378628 Name below
Marion Behnk
E mail address [email protected]
Posted by: Marion Behnke | April 18, 2009 at 06:55 PM