I have been a long time user of McAfee products since I bought my first lap top when I started college 10 years ago and NEVER had problems with your software. I just want to be able to have access to my files which are highly important for my career and future. Poor management, is there even a manager I can talk to?Īgain, I'm beyond frustration and dissapointment.Poor customer service, I have to come to a forum to get help because if I call none knows what to do and I'm told they will call me back (days later).Lack of support, to this point none have been able to explain what is the issue after supposely analyzing my computer logs, files, etc.Lack of communication, no emails telling me the procedure or status of my case, I have no clue what was taken from my computer either.Lack of credentials or information from the technician accessing my computer, I have no clue who the person might be.I asked if I could get more information to guarantee that everything will be secured and I will be able to recover my files, but the answer I recevied wasn't like YES WE WILL GET THIS DONE, instead I got something more like I'M NOT SUREĬan someone in here can walk me through or explain the procedures of how McAfee technicias handle a case like this? This is highly impersonal and unprofessional for various reasons: I have already agreed to share my vault file which is 10 GB in size although the content inside of it might be 4 GB total (I have a lot of PDFs, AI files, CAD files, Excel files, Renders in PSD, TIF & JPG formats from my portfolio) they said the file will be storage in their server and the technicias will open it safely and send me the internal content as soon as possible. Later I received an email (Sunday, May 26th) saying they called me that day and the email listed a wrong phone number so I replied back saying they got the wrong phone number and to please to try again with the number I wrote back. Last time I talked to someone (Monday, May 20th) from McAfee Tier 2.5 Team by phone telling me they will take care of my problem but they will schedule a time to do it. I obviously chose not send my vault file to McAfee and decided to wait AGAIN. I have manage to still move forward by calling my bank, going over physical files that I have printed, going over my notes, etc etc BUT I still need my files!!Ĭan someone please provide some advise? What guarantee do I have after sharing my files with who know who won't access my documents? What guarantee do I have that I will ever open my files? Do I need to hire a special technician myself to get this done? I'm beyond frustration here because I have important records from my bank accounts, tax paperwork, work portfolio, data spreadsheets, research for my thesis. Option 2: Wait for another few weeks until their technicians can figure a way to fix the bug and come back to me to remotely access my computer and try again.Option 1: Share my vault file with them so they can open it, implying I have to send it to them without me able to see what are they doing, no remote access but just have hope they will be able to crack it and send me back the documents inside.Today (April 19th): I was finally able to talk to someone from McAfee on the phone and he offered me two options:.She said she will contact a higher level IT person to call me. I had nothing to say but laugh and politely asked to PLEASE give me an update because nothing has been solve. Last week (April 12th): Someone from McAfee called to ask if my problem was solve.Late March: I called again and asked for an update and their response was 'we are still working on it'.yes they said 'still'.Early March: I called and asked for an update and their response was 'we are still working on it'.he requested permission to extract data from my computer regarding my McAffee program which I agreed and said we'll analyze it and get back to you. Next two weeks (early February): New IT person supposely higher level than the one before called and remotely access my computer (video recorded) and tried again many ways to open my vault file but no success.First two weeks (late January): IT person remotely accessed my computer (video recorded) and tried many ways to open my vault file, either by importanting it, renaming it, copying it, etc etc.and the same 'Invalid Vault Header' error kept showing so no success.My problem hasn't been solve yet and it has been probably 3 months since I reported it.
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