Buying Dangerously: Bad McAfee Gets Worse

Firm Success & Failure

Fred Reichheld: The Ultimate Question
Reichheld is THE expert on Loyalty. In this third book he gives a blistering indictment of the kind of corporate behavior that leads to what we experience as buying dangerously. Read chapter one and cheer. Read the rest to find out what his somewhat simplistic, but challenging solution is. (****)
Al Ries & Laura Ries: The Fall of Advertising and the Rise of PR
"Advertising has no credibility - it's the self-serving voice of a company eager to make a sale." But PR, they say, is much better.... (****)
Paul Ormerod: Why Most Things Fail
Ormerod is an economist with serious credentials who has become a leader in the growing mob of non-conventional economists. In this book he presents "The Iron Law of Failure" (according to the cover - actually this is hard to find - its not in the contents nor index, its on p. 222) and applies it to business and governments. From the cover: ".. he also makes it clear how desirable social and economic outcomes may be achieved when individuals, companies and governments adapt in response to the actual behavior and requirements of their customers and constituents." (*****)

Consider this - after a long previous attempt to cancel my McAfee auto renewal (see prior post) it was finally cancelled. Now my credit card statement arrives and there is the charge again!!

In the course of another painfully and needlessly complex waste of time to cancel it again, this was the culmination and it brought up a whole new bad practice on McAfees part. So bad, that I ask McAfee to respond. They are either getting very greedy or very careless. Either will lose my trust and that is deadly to a company that sells software that must trust.

November 21, 2006 About 2:20 pm, PST.

Chat thru the McAfee Customer Service Site.
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: I cancelled a renewal subscription and was billed
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]
Kevin Peter: I completely understand your frustration and will be more than happy to help you.
Kevin Peter: After researching your account, we have found that your subscription was auto renewed on 10/25/2006. 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, that would be nice. This is the second time you will have done this (see Case Number 20452399) so I'm wondering why it didnt cancel the first time.
Kevin Peter: I understand your concern and would like to apologize for the inconvenience caused.
Kevin Peter: I'll be happy to help you.
Kevin Peter: Please give me a moment while I process your refund. I appreciate your patience.
Kevin Peter: 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.
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.
Kevin Peter: Mike, I would like to recap what we have been working on today to ensure that you are comfortable with resolution that I have provided. You wanted a refund for the McAfee product that was auto renewed under your account, I have refunded it, and cancelled your auto renewal feature. Is there anything else I can assist you with today?
Mike kelly: I also wanted to know why it wasnt cancelled the first time since that made me spend another half hour trying to get it changed again.
Kevin Peter: Mike, actually you have been cancelled the Auto-renewal feature of Virus Scan Plus product in the first time.
Kevin Peter: This time you have got virus scan product upgraded and thus you have been billed.
Kevin Peter: Now i have cancelled Auto-renewal feature of your account and thus you will not be credited in the future.
Mike kelly: I'm not following you. The auto renewal was cancelled, so you upgraded me and charged me anyway? Also, do you mean I wont be charged (not credited) in the future?
Kevin Peter: Mike, you have got Auto-renewal feature to every products in your account. In the first time you have been renewed due to the Auto-renewal of Virus Scan Plus and been refunded after cancelling the Auto-renewal feature of Virus Scan plus.
Kevin Peter: Now you have been renewed due to Auto-renewal of Virus Scan product and thus i have cancelled the Auto-renewal feature of Virus Scan product and refunded.
Kevin Peter: Thus i have cancelled all the Auto-renewal feature of your account and thus you will not be credited in the future.
Mike kelly: You're saying I had two products? Virus Scan and Virus Scan Plus?
Kevin Peter: Yes, you are correct.
Kevin Peter: Virus Scan Plus is the upgraded version of Virus Scan.
Mike kelly: And I was on auto renew for both of them?
Kevin Peter: Mike i have cancelled the Auto-renewal feature of your both product and thus you will not been credited in the future.
Mike kelly: So when I got the upgraded version of Virus Scan, I was continued to be charged for an auto renew for the old version?
Kevin Peter: Yes you are correct. That is the reason you have been charged now. And i have given you the refund for the charge of Auto-renewal of Virus Scan upgradation.
Mike kelly: Was this a mistake or is it the usual way this is done?
Kevin Peter: Mike, this is the mistake of our customer support agents, we should have cancelled the Auto-renewal feature of your both products. But by mistake we have cancelled only the Auto-renewal feature of Virus Scan Plus in the first time.
Kevin Peter: Now i have cancelled the Auto-renewal feature of your account and thus you will not be credited in the future.
Mike kelly: I meant was it normal for mcafee to charge for subscription renewal for the old and new version?
Kevin Peter: Customers were automatically renewed to ensure that the computer had continuous protection. They signs up for this service when you accepted the initial agreement before installing the product.
Mike kelly: Good to know. Could you give me a reference number for this cancellation?
Kevin Peter: Mike you will be getting your reference number within six working hours of our company to your email address.
Mike kelly: Thank you.
Kevin Peter: Is there anything else I may assist you with today?
Mike kelly: No, thanks.

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