Over the last month, I’ve tried several times to give notice of my intent to close my PCI monitoring account with McAfeeSecure.com (formerly HackerSafe.com). I’ve sent several emails from my account dashboard — one to email support and the other to my account manager — and no replies have been forthcoming. I’ve also tried calling and have left voicemail messages three times with no call backs. When I did reach someone in customer support they told me that the person listed as my account manager on my dashboard no longer worked for the company. My last invoice had a direct phone number and extension for Accounting, but that extension no longer works.
I have used HackerSafe.com customer support several times over the years with good results. It seems likely that the McAfee takeover of HackerSafe a year ago caused some personnel reductions and/or organizational shifts degrading customer service. The whole experience reminds me of my attempts to close a Cingular phone account several years ago.
Just a postscript here. I finally got an email from Shannon Silva, a McAfee Customer Support Representative apologizing for the delay in responding and assuring me that my account would be closed and my card not charged. A week later I got an email from Petra Johnson at McAfee telling me that they had tried to charge my card and it had been refused by my card issuer. Apparently McAfee Customer Support does not communicate with the McAfee Accounting Department.
Another postscript. I tried to respond to an email from Petra Johnson, the McAfee Manager of Account Services. She’d sent me an email when McAfee coudn’t charge my card, and had included a phone number and extension in her email. I tried to call her back, but the McAfee Secure voice mail had no selection for dialing an extension. There was a selection for “immediate assistance” so I picked that and was immediately disconnected. I guess that passes for immediate assistance in “McAfee land”. I dialed again and was able to use the directory to find Ms. Johnson, but alas, I had to leave a voice mail message again.
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