Topic: Business Practices
Today I decided I would rant about what happened last week when I went to upgrade my McCafrey Anti Virus software. Once a year I renew my subscription for this moderately affordable, apparently easy to use mainstream virus protection software however it is a bit of a ram hog. I ususaly do it online with a credit card and never had a problem before. I signed up to protect my 3 computers with various OS. I went through the whole process took about a half an hour (thinking this is great my system will be protected, I don't have to go to a store, they will send me the cd for an additional 12.95 plus the additional 10$ per computer and I can get to work). I was having problems accessing the files for download...fooling around took another half an hour. Meanwhile I had lots of design work to do and I was starting to get really frustrated. Then I'm routed to the trouble shooting area through a url. I wasted oh about another half hour there. I call their customer support which clearly instructs you to go to the trouble shooting page prior to speaking with tech support...been there done that. I wait...listen to the 9 or 10 options having to listen to it twice because I forgot what the first few were. I press the appropriate option...a voice recording on the other end lets me know that I am in cue for the next available representative yada yada yada...thankfully the wait wasn't as long as I expected. Ran through the whole problem with the respensentive...wait while I check your file, gave them the pertinent information took another I'll say 7 or 8 minutes (I'm sure they have an accurate up to the second of that on record somewhere). The problem is apparently fixed. I get off the phone and go back to the download area to get the program. It finally downloads and that's when I find out that not only is the anti virus software no longer compatible with window 98(my oldest operating system) but it wont install on my XP. So now I have waisted almost 2 hours. I call up again and it takes a little longer this time to get the next representative. Of course I'm getting all worked up about this. I remind myself that the rep shouldn't be blasted for something that isn't really their fault. Finally I get to talk to a sales rep they transfer me to tech suport. I ask them why doesn't my software install(that's because I have to go and remove the old version in order to install the new one and he sends me 2 pages of instructions for the removal process-not easy to follow reads like stereo instructions from the 60's. My next question is why is it only for xp and vista?- he says please hold and I will ask my supervisor. The reponse was there are no longer any options or update downloads for my older OS...And finally I ask what am I suposed to do now without anti virus protection on 1 of my 3 computers that are sharing a network? A few seconds go by, no response...Doesn't that defeat the purpose to getting virus protection?. The rep finally came to his senses and remembered his training when in doubt apologise for the inconvenience and then very politly told me that McCafrey no longer supports that OS(windows 98) anymore. Apparenlty older operating systems are not worthy of virus protection. They are being phased out by the sotware developers-I don't think that they are making this decision based on supply and demand. There's alot of people out there with older OS and it would be in the best interest of the software deveolpers to cater to them. They are missing out and loosing customers. What has happend to making the consumer happy?. Just keep producing and producing till we're buried under a pile of electronics and plastic. Nothing should be built to last anymore. It not about consumption. It just cheaper to throw it away. I also have a beautiful lazer color printer that 's more expensive to order a part for than to buy a new one...it's a 30lb paperweight. I asked the rep what am I suposed to do?...He didn't know nor did he make any suggestions(that's not customer service). I told him I was very disapointed with McCafrey (he apologised again) and I asked for him to please cancel my upgrade and remove the costs from credit card which will not be applied till the next bill so they are making intrest on something I didn't technicaly buy(isn't that like stealing?). I informed him that MCafrey lost a client, he didn't seem upset at all. I filled out the questionaire of why are you discontinuing the use of our software...I told them very nicely; I want my 2 and half hours back with intrest. If the site had the operation specs and instalation information readily available I never would of waisted all that time. And that's something you can't get back... Now I'm getting the same protection with a Sharewear program at a fraction of the price and quite glad to be done with a company that clearly does not care about it's consumers.