Software gone bad… with a happy ending
After ragging on some of the deficiencies and bad policies of certain software companies, I would like to tell a story that came out right. I suspect a virus infection had slipped past my McAfee virus protection. Reinstallation failed, error messages popped out, and I was concerned.
I signed up for their paid virus removal assistance, and after a moderate wait a technician appeared in a chat client, and soon asked me to approve his looking at my screen and controlling my keyboard and mouse. After a little while of windows popping open and closed, all happening from the remote center, the McAfee technician concluded the issue was actually in the “McAfee Server”… I suppose a case of software gone bad.
Dig this part… because it was their problem, they refunded the service fee. Now, I know and you know that is the right thing to do, what is surprising is that they did it, and without me demanding it.
As promised, they got the issue resolved and my protection status back to operational within a few hours. These guys have had some aw-shits in the past, but they scored this time my doing the right thing for the customer.
I just hope it is the start of a trend.