Where have all the updates gone?

[ukchrisr]

Thanks again

My participation in this Community was based not on technical expertise but on my amateur experience. Being somebody who likes to keep all software on his PC up to date, due diligence resulted in my noticing my SC was not up to date and could not update.

I am not convinced uninstalling and reinstalling version 11.6 will help, but will contact Tech Support.

[photo111]

Ex_brit.

No, it wasn't you...I have had any number of exchanges with you over the years and you've always provided great insight, help and advice. In the past, I've even titled threads with your name looking for your adviice.

Point is....with this issue, whether McA wants to blame Dell or not, WHY didn't McA release a PR to its customers indicating there may be an issue? We're still waiting for that notice.

And who is going to give back the 6 hours I worked on this issue? And who will give back the hours others worked, and are still working, on this issue?

Better yet, will the company even acknowledge the time we've wasted trying to fix McA's issue? It IS a McA' issue because it's McA software.

In all the years I've been with you guys, and all the various issues that have popped up intermittently, ask yourself this; Has McA EVER offered a couple of months extentions to subscriptions for those who have gone through these various rooms of hell because of the software? I've never received that notice either.

Best regards,

Message was edited by: photo111 on 4/21/13 9:05:18 AM CDT

[exbrit]

There are issues with all kinds of software, Norton Forums are a good example.   Problems are all you usually will see here or there.   It's a rarity for someone to post simply a compliment or positive remark off the bat. 

McAfee tells us they have over 45 million retail customers, so there must be a whole bunch with no problems, myself included.

It's a shame it has to happen to some but we do try to help.

Good luck 😉

[exbrit]

I just saw your other point regarding McA issuing bulletins.   Well they do but they're not going to acknowledge that there's a major issue when it only affects a finite number of people.    They have in the past issued emergency patches but relied on a popup warning on your desktop to alert you or a big notice here or on the support pages, or all three.

[prb1948]

Like most correspondents here I bought my computer from Dell with McAfee programmes already installed.

Now, I can understand that it is up to Dell what version of McAfee they put on the computer before handing it over to the purchaser, but I cannot believe Dell are still responsible for passing on the updates and upgrades once the computer is in the hands of the owner. Surely they must come direct from McAfee? What would be the point of having them pass through Dell en route?

The other thing that surprises me is that there is no formal communication between this forum and the McAfee technicians to alert them when there is a problem (or an 'issue' as IT people say when they mean a problem!). They apparently do not read this correspondence, which is perhaps understandable if they are busy doing other things, but neither does it seem to be anybody's responsibility to tell them when something is amiss.

[photo111]

Well they do but they're not going to acknowledge that there's a major issue when it only affects a finite number of people.

WHAT?? Please, re-read what you just said...

A major issue, like Dell computers that have an update problem, and they can't send an email to all Dell OEM buyers that there may be an issue and they are working on a fix??

Or an email to ALL subs indicating that if you bought your computer with McA preinstalled from Dell there may be an update issue???

That's NOT a hard thing to do. We certainly get any number of emails from McA re: sales, offers, renewals, etc.

A finite number of people with a customer base of 45 million could be 500K people, or a MILLION or 3 MIllion...What are they afraid of acknowledging, that they are human and mistakes can happen??

Please, Ex_Brit....the recurring theme throughout these McA help forums is excuses for the company's actions or inactions...that's the way it's been here for years.

I thought things would change once McA was acquired by Intel...I haven't seen that yet.

Lastly, we all understand you folks are "moderators" that are volunteers. These complaints aren't personal, it's about the company and how they have treated, and still treat, their customers.

Instead of moderators saying that the company "is not going to acknowledge a major issue.....for a finite number"....moderators should be saying "When we speak with the company, we'll make that suggestion". Even if you can't guarantee any action.

on 4/21/13 10:05:06 AM CDT

[exbrit]

prb1948 wrote:
Like most correspondents here I bought my computer from Dell with McAfee programmes already installed.
Now, I can understand that it is up to Dell what version of McAfee they put on the computer before handing it over to the purchaser, but I cannot believe Dell are still responsible for passing on the updates and upgrades once the computer is in the hands of the owner. Surely they must come direct from McAfee? What would be the point of having them pass through Dell en route?
The other thing that surprises me is that there is no formal communication between this forum and the McAfee technicians to alert them when there is a problem (or an 'issue' as IT people say when they mean a problem!). They apparently do not read this correspondence, which is perhaps understandable if they are busy doing other things, but neither does it seem to be anybody's responsibility to tell them when something is amiss.

Your assumption about updates is incorrect.  When the software is provided free of charge by whomever, an ISP, PC maker, employer or whomever/whatever, McAfee feeds all updates to them and they in turn hopefully pass them on in an expeditious manner.   Unfortunately that doesn't always happen with major patches and upgrades.  We Moderators have known certain ISP's to sit on such things for anything up to almost a year and in one rare case, never passed an upgrade on at all.

Forums, whcih are mainly peer-to-peer help, are hosted on servers away from the other support web pages and are, we hope at least, constantly monitored by support personnel.   But as a precaution we Moderators pass on feedback and problems to the appropriate channels on a regular basis and once a week we meet with McAfee staff via a conference call to discuss the major problems.  Believe me, we are by no means idle.

[exbrit]

I'm sorry I just don't have time to constantly answer.  Every time I post I find another 2 or 3 new posts.   If you have complaints please write to the "Contact Us" links at the bottom of this and any other page here.   If you don't believe me regarding how patches proceed through 3rd party suppliers then that's your prerogative.

I have other duties to attend to.

[POCL]

Dear Ex_Brit,

Many thanks for your message. Apologies for taking so long to reply to you however, as stated in my earlier message I had work to do, so decided to do that instead - without any anti virus - and sort out the problems later. Now I have finished my work I can now get back to this problem.

My German is certainly not good enough to understand instructions in German to try to sort out this problem, and having been here for a few weeks I do not have much confidence that technical support in Germany will have a English speaker who will be able to give techical instructions clearly enough over the phone for me to understand (been there, done that with various German companies).

I tried to fill in the on line form to request live chat/technical support in both the UK and US but for whatever reason it will not accept my details. I believe this is because I am requesting support from elsewhere but giving a German telephone number.

I appreciate that you are an unpaid moderater, however at present you are the only contact we have with McAfee because no other forms of contact seem to be working. If I cannot sort this issue out within the next day or two, I will delete McAfee from my laptop. My older laptop back in the UK has Norton (never had a problem). I can't afford to work off site without a suitably protected laptop so I will just go to my Norton account and download Norton on to this laptop since I have a spare license and it does not expire until March 2015.

[exbrit]

Well now that I've had a shower, dressed, done shopping for my dinner and started a mountain of laundry, not to mention answered other threads, at least I'm getting my other duties attended to, slowly.

Online chat can be used on any Country's support page...you'll get an English speaking person, however they are in India, but are usually very good.  Try that perhaps?

Message was edited by: Ex_Brit on 21/04/13 1:38:01 EDT PM