Anti-spam and all its features inoperable

[larryc]

My McAfee Internet Security suite's anti-spam went on the blink on or about 10/22/12 folowing an automatic update - IT IS STILL IN TROUBLE.  I've been to Tier 3 Tech Support (Content Team liazon) and Tier 3 Customer Support including the Executive Escalations Team request Monday 11/12/12  which boasts:

“The Executive Escalations Team is available Monday through Friday from 8am to 7pm Central. The average response time is less than 72 hours”.

However, as of late Friday 11/16/12 they have not responded.

Is anyone else having, had, or know of others having or had this problem - and this poor support?

[Peacekeeper · Accepted solution]

I will ping our T3 tech to get things moving. You got an SR number to refer to?

[larryc]

964691894, 966987420, escalated to Tier 3.0 eng Doug Kippen Sr Tier III and Jorge Rodriguez of the Executive Escalation contact - I will soon have a WEB page with ALL the notes, calls, emails, and screen shots I have provided since October 15, 2012 @ http://mcafee.chesebro.net which is now online!

[Peacekeeper]

So has it been solved or does the solved mean they are back in contact with you?

[larryc]

Not solved by any respect.  Jorge Hernandez promised another Tier 3 tech to get involved but the email I received from him today said he was letting Doug Kippen to continue being my contact.  And, the email from Doug today said he had not heard back from the Content team but would try to get an answer from them about the "plan" to help me.  All I can say is that the "support" at Tier 3 and Executive Escalation is woefully inadequate!

Message was edited by: larryc on 11/29/12 4:09:50 PM CST

[Peacekeeper]

The problem seems to be past the teir 3 ie with the developers . Doug will bust himslf to assist you that I can attest to from past experience. If no solution in a day post back and I will discuss this with Doug on Monday

[larryc]

Doug, with the Content team, is scheduled for an 8:30AM CST, Tuesday, December 4, 2012 confernce call with me - supposedly to fix the problem.  I expect a very interesting time.  My expectations are simply removal and re-installion of  the app.  That is what was attempted back in October 2x.  The 1st time it left my computer w/o any virus, spam, intrusion protection for almost a week.  I believe the 2nd attempt, although it was seemingly succesful becasue virus scanning was OK, did not repair damage or correctly remove remnants of the previous removal dibocal.

[Peacekeeper]

Pointed Doug here

Actually my AS is not working as well though I am using it on windows mail in win 7 using the hacked method and that seems to confuse AS. You are not using Windows Mail area you on win 7?

Message was edited by: Peacekeeper on 1/12/12 8:19:21 AM

[larryc]

POINTED DOUG

I'm on Win7 Pro using Outlook 2010.

TO ALL OTHERS

12/4 --Tier 3.0 Engineer Doug and Content Team (Devlopment) engineers and QA reps Baheti, Yogesh; Sathyamurthy, Pradeep, and Muralidhar conferenced with me and via remote control of my computer fully interrogated by computer.  Many files were copied and transmitted to the engineers.  Nothing was corrected with AS or any of the other problem.

12/5 -- The engineering team headed-up by Yogesh came up witha plan to replace a Config folder to solve a X-MSK problem (AS partially filtering spam emails by tagging the subject with [Spam], but failing to complete the header info to indicate  X-MSKTag: [McAfee SPAM] and move the email to the Outlook McAfee Anti-Spam folder)

12/5 - 12/7 -- Engineer Doug, after I declined to make suggested Config folder changes (I did not want to make an error and release McAfee responsiblity for all the prblems they created in October!),  was too busy to confernce with me until late on Friday 12/7

12/7 --  Doug conferenced with me for about 2 hours, took remote control of my computer and made the Config file changes.  McAfee filtered spam emails began working correctly completing the process previously mentioned as a problem.

12/9 -- 12/11 -- NO HELP! I have sent many emails to Doug and Jorge Rodriguez asking for help with continuing problems including no Custom Filtering Rules spam filtering, no SPAM Updates. cut-off McAfee Navigation Center pop-up (cannot access or scroll to lower list of features), occassional grayed-out McAfee Anti-Spam toolbar functions in Outlook 2010, and non-filtering of emails over 250Kb size (with or without attachments - spammer have McAfee outwited by having minor grapics embedded in emails - they only need 251Kb to prevent detectiond!!!!!!!!!!!)

[Peacekeeper]

If no reply in a few days post back here and I will ask Doug. re size email cannot this be increased my 12.1 version shows it can be.