McAfee promises to reimburse customers for bad update

Neowin reported just last week that McAfee had released a bad antivirus definition update that was causing major issues with users computers.  The update was causing Windows XP SP3 clients to be locked out of their computers, and in many cases, a restore of the SVCHOST.exe file was required.

McAfee posted a message on their website today apologizing for the bad update last week, and promises to compensate those customers.  McAfee promises to reimburse customers for any reasonable repair cost to their PCs, as a result of the issue. 

McAfee is also offering customers who were “rendered inoperable or severely impaired” due to the update, an extended two years subscriber, on top of their current subscription, free of charge.

Any customers still having issues can contact customer support, through a toll free support number, where agents are standing by to help customers recover their PCs.  McAfee is offering a downloadable software fix, if users can get to a working PC, or they will express ship you the software to help fix your PC.

McAfee users are encouraged to update their virus definitions immediately.

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40 Comments

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Thanks McAfee! I made 85 bucks removing your product and installing MS Security Essentials, defragging a HDD, and removing 6 virus that McAfee failed to find. I love easy side work.

In a business enviroment, McAfee + Windows XP Pro work well together, the control panel for McAfee resellers is very useful tbh

In Australia one of our biggest supermarket chains "Coles" had several stores closed for several hours because their checkout terminals wouldn't work.

Can MacAfee afford to reimburse that kind of loss?

Jelly2003 said,
In Australia one of our biggest supermarket chains "Coles" had several stores closed for several hours because their checkout terminals wouldn't work.

Can MacAfee afford to reimburse that kind of loss?

http://biz.yahoo.com/ic/15/15875.html

Revenue (2009): 1927.30 Million USD$

I'm pretty sure they could handle it.

xendrome said,

http://biz.yahoo.com/ic/15/15875.html

Revenue (2009): 1927.30 Million USD$
I'm pretty sure they could handle it.

Multiply this by the million of other corporate machines that had issues... And chances are their financial situation would be in trouble.

But of course, McAfee isn't reimbursing corporate customers, only home and home office customers. So it's a moot point!

Edited by jafoman, Apr 27 2010, 6:12pm : fixes

And BitDefender when their update demolished people's computers where they had to re-install Windows...only offered their subscribers a 6 month extension.

Wow...guess I know who I will go with next time.

These people should just use Avast Free Edition. My brother doubts that Avast is better than Norton because he paid for the software, but twice now his computer has crashed due to a virus, and I never have had a problem with a virus since using Norton. It does serve these people right because even though they may not be tech people, it does not excuse the fact that they are "ruh-tards" for using outdated or useless software. Ignorance of something does not make you right.

grewnd33 said,
These people should just use Avast Free Edition. My brother doubts that Avast is better than Norton because he paid for the software, but twice now his computer has crashed due to a virus, and I never have had a problem with a virus since using Norton. It does serve these people right because even though they may not be tech people, it does not excuse the fact that they are "ruh-tards" for using outdated or useless software. Ignorance of something does not make you right.

Avast free is for non commercial use only.

I will say that although I cannot stand McAfee, I admire them for going to these great lengths and $$$ to try to make it up to their customers.

However, it has been my experience that with large corporations and enterprises, once the damage is done, you cannot undo it so to speak. Many will probably leave and only a few will stay and that will likely be due to the fact McAfee is offering a free two year extension.

This is silly. Their offer is for Home and Home Office customers. The real impact was to commercial customers. The vast majority of home users do not use the product that was affected, McAfee VirusScan Enterprise.

FAIL

jafoman said,
This is silly. Their offer is for Home and Home Office customers. The real impact was to commercial customers. The vast majority of home users do not use the product that was affected, McAfee VirusScan Enterprise.

FAIL

they ain't stupid

i know at least two corp customers that wont be renewing their licence, caused them more work than if they actually had a virus !

If your ****ed off that your Anti-Virus has done this why would you want to use it longer? Good that there offering to pay for damages tho.

thealexweb said,
If your ****ed off that your Anti-Virus has done this why would you want to use it longer? Good that there offering to pay for damages tho.

Norton should offer a free "upgrade" to their products with a full year of updates