McAfee Managed VirusScan »
On Thursday, I ordered three licenses for McAfee's managed VirusScan solution. It sounded quite impressive. Within a few minutes of submitting the order at shopmcafee.com, I received an order confirmation. Strangely enough, I couldn't find a bit of information on downloading the product. I submitted a request at their customer service site.
Again within a few minutes, I received a response. It was a canned response, that told me all about how to download the product. But I couldn't actually do it, because I didn't have the alleged "download button" which they talked about. I submitted another request. Again, a canned response very quickly. Since there was nothing else, I also replied to that email, as instructed.
Fast-forward to today. I still haven't received anything useful, but I did get the Grant Letter from McAfee. Figuring perhaps this was they key, I tried again. I was able to get signed into the customer support site using the Grant number, but still unable to find my way to the download. Eventually I found the site I needed - mcafeeasap.com - and tried again.
Now the site wouldn't let me in using the email address at which I've received an order confirmation, two support confirmations, a Grant Letter and the online customer support site. I called them. About 40 minutes later, nothing. So I found my way back to the support site and cancelled the order. It shouldn't be this hard.
Update: I talked with a Shannon at "McAfee Corporate" (whatever that may mean) towards the end of the call. She guaranteed me she would call me back with the information I needed. Thus far, I haven't heard from her (and it's been close to 12 hours). I'm not going to hold my breath.
Update: I received a call from Shannon just moments ago, roughly 16 hours after we got off the phone. Tell me - does it really take that long to find a phone number in today's world?
Comments (7)
From the standpoint of a stand-alone system, or even a local enterprise install, them I'm generally fine with Trend Micro's Office Scan. The problem with it is that updates over the Internet (as opposed to a LAN or even a VPN) simply don't work. McAfee's solution appears to do the job - but then it would do a much better job (I imagine) if it could actually be installed!
Posted by Chad Everett on April 20, 2005 5:43 AM
At work we use Norton on the servers and McAfee ASAP on all individual workstations. I also use McAfee ASAP on both of my personal computers. It is a good product, but their support is horrible.
I don't like their website approach. It used to be (I don't know how it is now), they went 'pop-up' crazy. You couldn't open one page without two more opening.
I did have trouble downloading the product and along the way have had to uninstall and reinstall.
The bottom line is that I like the product, but it is a hassle.
Posted by Reb Orrell on April 20, 2005 12:10 PM
I use the Norton Internet Security, and also norton antivirus, but after i installed these, i got the managed virus scan, im agree with Reb, their support is horrible and i have a problem with managed virus scan because i cant uninstall it,(managed virus scan is blocking my norton antivirus) anyone can help me please? (Uninstall)
Posted by Karla on May 14, 2005 10:50 AM
Hi Karla - I'm afraid I can't offer much in the way of advice, since I've never actually been able to even get it installed.
However, I do offer network consulting from my business, and I'd be happy to work with you to find a solution.
As to antivirus software, I'm currently using the network version of AVG antivirus and it seems to work pretty well, even updating status and patterns over the Internet. I think it likely that we'll go with AVG, but I'm going to continue testing for a bit.
Posted by Chad Everett on May 14, 2005 11:23 AM
Most likely, you were attempting to install using FireFox or some browser other than IE.
For now, McAfee assumes IE both for their AV install *and* for access to the management site.
Once we got past that, we and our clients have been delighted! McAfee Managed V'scan is especially nice when the user is not computer savvy -- all the messy details are handled by a separate administrator.
Posted by MrPete on June 14, 2005 8:50 AM
I had a very similar experience, it probably took a week before I got it running. the company they use - digital river - said they lost the order, etc. etc. For the most part I like the software, though.
Posted by Charlie Ruble on June 22, 2005 5:53 PM
I have/had McAfee Corporate Edition (MCE) and purchased a current version on-line. I uninstalled MCE (as instructed by the new download); however, my new will still not load and indicated MCE is still present. I do not have the specifics of my plight, but can honestly say without reservation or hesitation that the "support" I received was appalling. After a couple of hours, being bounced around from place to place trying to find someone that could do more than read broken English from a book, I cancelled my order and demanded a refund! I still have issues with MCE, but can not find the component that needs to be removed. I would try the product but can not run MCE, because I can not locate it on my PC, nor can I download a new version because I can not remove MCE. My analogy would be the Dilbert Cartoon where they email him his password!
Posted by Hagler on June 25, 2005 8:02 AM