Complaint / review text:
In February 2014, my husband purchased a McAfee Virus Protection key for his PC that is running Windows Vista. Previously we had used AVG on the machine, but it was getting glitchy. He paid for his purchase either by cash or by debit from his own account. After installing McAfee, my husband attempted to reboot his machine. It would not reboot. Even the repair and recovery disk will not restart that machine. McAfee is the last thing ever installed on it.
On June 24,2014, my laptop running Windows 7 also started running slowly, with Kapersky reporting frequent malware alerts and quarantines. I decided to download McAfee Internet Security online and paid by Visa debit. A few days after the authorized purchase, a credit was issue to my Visa debit from McAfee. The next day, a larger charge was made to my Visa debit.
I contacted McAfee customer support and received an email asking more security questions to confirm my identity. These were all answered in my initial email, that came from the email account I registered the McAfee product with. The response was that the second charge was for a renewal fee. I had the product for less than 10 days. There was no way a renewal fee was due, nor was the licensing agreement authorized by my checkmark in the licensing agreement for auto renewal.
Another email, an escalation report to a supervisor, and I got word that my first and last name were verified as a purchase in June of 2013 and the renewal was for that. An email account was provided, that I had never seen before. They need so much verification that I really am the person that purchased the download, own the email account and to verify my identity to talk to me, but they will automatically charge for a renewal based on name alone? I paid for someone else's download.
Another email, a further escalation and a response saying that I need to call their call centre to correct this issue. As far as the money goes, it's not a huge deal. They way they auto renew is a concern. How many people with common names like John Smith are misbilled?
With the download of McAfee, the reboot seemed okay. I clicked on the McAfee icon on the system tray, and it turned purple, my entire screen turned purple and a program called AllProtect started running. I had not downloaded it. It wouldn't stop running. I closed the window to see that there were new shortcuts on my desktop. The included one for driver update, final media player, and New Media Player. Kapersky almost instantly kicked out malware reports for Artemis, New Media Player, Driver Update, and even McAfee opened a warning window about New Media Player. ALL of these programs were not present prior to the McAfee download and appeared between when I finished the download, and when I rebooted the machine five minutes later. Now my computer only works in safe mode with networking, and I am unable to do a lot of things I do because of the limitations safe mode carries.
I realize that they carry out their business in a certain way, but contacting them by telephone is not an option for me. While not being able to hear is not their problem, as a huge corporation that deals only in an Internet product, conducting business by email, by Skype or through an authorized representative for myself should be an option.
I have two computers with very little use on them despite their age that have been previously well cared for, protected and updated by other products.
The almost complete destruction of both computers in my home immediately after the installation of McAfee products is not a coincidence. The take no care in ensuring accuracy in their renewals and payments, and are absolutely inflexible in the manner of correspondence. They will never be able to remotely "fix" or offer any assistance in the restoration of my husband's PC to a functional state, as the thing will not even reboot from the manufacturer's disk. There is also not much that they can do when my laptop will only operate in safe mode with networking.