Recently, I’ve need to deal with the dreaded customer service. You know the deal. Sit on hold for an hour to talk to someone who is reading from a book (or computer screen). It doesn’t work. They have to call you back. They don’t.
Anyway, recently, I dealt with both McAfee, the virus protection people and Bose, the cool audio people.
McAfee
A couple of years ago I bought two computers, one desktop and one laptop. Both from Dell. Both at the same time. When Dell had me on the phone they sold me three years worth of McAfee virus protection. Sigh. OK.
Everything was going well. I would get these e-mail notices from McAfee telling me that everything was A-OK on my computer and thank you for using their product. Then, all of a sudden my desktop start acting funky and I got this e-mail about how my computer wasn’t protected.
I tried to update but couldn’t.
To the Batphone.
Of course, before going to the phone I tried the Internet route. Not such a hot experience. Long story but the short ending was picking up the phone.
After getting cleared through the first level (I had a special number) I was put on the interminable hold, listening to music and being interrupted every minute with the “Representatives are helping other customers….” OK. Fine. I waited.
Finally, someone did answer the phone and, yes, they were from overseas but at least they were understandable and whatever they were reading seemed to work. It wasn’t easy and if I had been a complete neophyte I may have had a lot of trouble doing the uninstall and re-install of the software. As it turned out, though, everything worked out fine.
I was a happy camper. Alls well that ends well.
Bose
I bought some Bose headphones awhile back and they were just fine until one day they weren’t. It seemed the right side of the headphones wasn’t pumping through much sound anymore. Not good.
So I went on Twitter and started to ask if this was a regular thing and what could be done about it. I used the hashtag for Bose (#Bose) and @BoseService picked up on it. Bose and I went back and forth a bit on Twitter and I guess the determination was made that the cord may have a short in it. I could get a new cord for $15 or new headphones for $89. The new headphones sounded good to me. They would be the latest iteration of the noise cancelling over ear headphones I owned. So, they would have the newest technology or, at least, advanced from the previous model.
I had to ship my old headphones back (~$6.30 -priority mail with confirmation at the USPS) and it took about a week for the new headphones to arrive but the whole experience was flawless. Most of it was done on Twitter and the wrap up was done on the phone.
The Bottom Line
I think McAfee could be a bit better but, at this point, I have no complaints. The solution they offered worked. It only took about an hour and a half out of my day tracking down the right phone number and waiting on hold.
Bose was an interesting experience because of the fact that most of the interaction was on Twitter. Whoever was manning the Twitterverse for Bose that day was doing a good job and everything worked out very well.
you recieve the worst customer service in the world from McAfee..Please see the chat below and learn something from it…
GoToAssist (20:09:03):
Thank you for contacting McAfee Consumer Support. … An agent will be with you shortly.
Silambarasan (20:09:32):
Hello, Krunal. Please give me a moment while I review the description you have typed in.
Customer (20:09:51):
sure
Silambarasan (20:09:58):
I have reviewed your description and I will be happy to help you.
Silambarasan (20:10:00):
One moment please, while I look up your account details. I appreciate your patience.
Customer (20:10:20):
sure no problem
Silambarasan (20:11:28):
Krunal, I see that you have valid McAfee products registered under the e-mail address krunalvasani@gmail.com.
Customer (20:11:35):
yep
Silambarasan (20:11:50):
After researching your account, we have found that your 3-User McAfee Internet Security was auto renewed.
Silambarasan (20:12:01):
I do not see any other charges under the email address krunalvasani@gmail.com.
Customer (20:12:18):
yes and i was not aware of it first of all..another issue is you guys charged me twice for it
Silambarasan (20:14:00):
I do not see any other charges under the email address krunalvasani@gmail.com.
Customer (20:15:15):
no for same thing i was charged twice
Customer (20:15:19):
in my statement
Silambarasan (20:17:23):
Can you please check your credit card statement for the name of the company that charged your account?
Customer (20:18:30):
i just did its mcafee.com (phone no.) ca
Silambarasan (20:19:29):
May I have your billing address and phone number for verification, please?
Customer (20:22:18):
sure 201 saint pauls ave, apt 14e, jersey city, nj 07306
Customer (20:22:23):
2015263844
Customer (20:23:28):
12/02/2010 MCAFEE.COM 866-622-3911 CA $37.43
12/02/2010 MCAFEE.COM 866-622-3911 CA $37.43
Customer (20:24:03):
12/02/2010 MCAFEE.COM 866-622-3911 CA $37.43
12/02/2010 MCAFEE.COM 866-622-3911 CA $37.43
Silambarasan (20:26:18):
Thank you for the information.
Customer (20:26:32):
no problem
Customer (20:30:59):
so what would happen next?
Silambarasan (20:31:15):
Your 3-User McAfee Internet Security was auto renewed under the email address krunalvasani@comcast.net.
Customer (20:31:22):
i know that..
Silambarasan (20:31:46):
You could have provided that.
Customer (20:31:56):
provided what?
Silambarasan (20:31:58):
You could have provided that at first.
Silambarasan (20:32:13):
Didn’t you read the e-mail address?
Customer (20:32:31):
how can you talk to me like that?
Customer (20:32:37):
did not you read my description???
Silambarasan (20:33:04):
I apologize for the inconvenience.
Silambarasan (20:33:14):
I have reviewed it and you gave me only one email address which is krunalvasani@gmail.com.
Customer (20:33:25):
right before you chat session i filled out email address and question..
Silambarasan (20:33:29):
But, I have located another charge under krunalvasani@comcast.net.
Customer (20:33:56):
that is cancelled years before..how can you charge me for that…i dont even remember that address..
Customer (20:34:32):
the only one i have is thru bank of america and charge for that is 37.43 and is listed under krunalvasani@gmail.com how is it possible that mcafee would charge me under comcast
Silambarasan (20:34:41):
When the McAfee product is initially purchased, a user license agreement informing customers about the Always on Protection feature must be accepted. The Always on Protection feature ensures that customers are continuously protected by automatically renewing customers yearly subscription at the current product price using the credit card or debit card information that is currently under the customer’s account information. Customers who do not want to use the Always on Protection can contact McAfee at any time to turn off the feature. This feature was implemented because of strong customer demand for continuous protection.
Customer (20:35:26):
ok but there is no license agreement that mcafee would charge me twice…??? its just pure cheating
Customer (20:35:57):
i dont care it got auto renewed but why would you charge me twice for it?
Silambarasan (20:37:29):
You have not charged twice.
Silambarasan (20:37:53):
You have been charged under two different e-mail addresses.\
Customer (20:37:59):
i just copied it from my statement ..i have it in front of me..
Customer (20:38:12):
i never bought any thing through that email address..
Customer (20:38:58):
ok here you go..
Customer (20:39:04):
let me show you something
Customer (20:39:33):
If your subscription has been automatically renewed, McAfee will gladly provide you a full refund if your request is made within 60 days of being charged.
Customer (20:39:54):
I am requesting refund on both of my purchase charges on dec. 2nd
Silambarasan (20:40:38):
After researching your account, we have found that your 3-User McAfee Internet Security was auto renewed under krunalvasani@gmail.com and krunalvasani@comcast.net. Would you like a refund for this recent charge and cancel the McAfee Protection feature permanently, so that you will not be billed again in future?
Customer (20:42:11):
yes ..please cancel that and provide me refund for the comcast.net…I do not want mcafee to autorenew any product under name “Krunal Vasani” i dont care what email address it is under.
Silambarasan (20:42:47):
Would you like to cancel both renewal charges?
Customer (20:43:49):
yes..cancel both..
Silambarasan (20:43:53):
I will be happy to help you.
Silambarasan (20:44:03):
As you are our valuable customer, I can help you cancel the recent renewal charge and help you place the order for 3-user McAfee Total Protection at 50% discount. After the discount, the cost will be $44.99 + taxes. Is that okay with you?
Customer (20:45:00):
are you going crazy?? just wanna rob me by refunding 37 and charging 45 ?? just cancel my renewal and provide me reference number for that please along with your full name..
Customer (20:45:09):