CONTACTS 
0201 - Network Associates, Inc.                                                                                                                                           O-00000800 0601
020101 - Mr. Shawn Murphy                                                                                                                                                 O-00000800 0601
020103 - McAfee Enterprise Sales

SUBJECTS
C13 Install McAfee Virus Scan v 6.0
McAfee Virus Program License Expired So Renewed for 1 Year Cost $14.9
Virus Program License Expired So Renewed for 1 Year Cost $14.95

0805 -
0805 -    ..
0806 - Summary/Objective
0807 -
080701 - Follow up ref SDS 7 0000. ref SDS 6 0000.
080702 -
080703 - Was unable to get McAfee to work.  Contacted the vendor, but they were
080704 - unable to provide assistance.  Received a letter from the vendor
080705 - confirming these understandings. ref SDS 0 LZ7N
080706 -
080707 -      [On 041205 McAfee failed to operate, and could not remove the
080708 -      program. ref SDS 8 SS5J
080710 -       ..
080711 -      [On 041223 purchased Pc-cillin from Trend Micro for virus
080712 -      protection, replacing McAfee. ref SDS 9 0001
080713 -
080714 -
080715 -
080716 -
080718 -  ..
0808 -
0809 -
0810 - Progress
0811 -
081101 - Called McAfee...............866 622 3911
081103 -  ..
081104 - Got a message saying McAfee charges by the minute for talking to
081105 - customers, or $40 for a conversation.
081107 -  ..
081108 - Called McAfee Enterprise Sales................888 847 8766
081110 -  ..
081111 - Talked to Ricky.
081113 -  ..
081114 - Explained purchased Virusscan v. 9.0 on 041025. ref SDS 7 059F
081116 -  ..
081117 - Ricky verified record of purchase by Millie...
081118 -
081124 -  ..
081125 - Refund for $20 erroneous charge...
081126 -
081127 -                          800 310 2980
081128 -
081129 -      Customer Number:
081131 -       ..
081132 -      Order Number:        CS56454693
081134 -       ..
081135 -      McAfee VirusScan 6.0 and 7.0 Virus Definition Renewal
081136 -
081138 -  ..
081139 - Ricki suggested calling...
081141 -       ..
081142 -      Customer Service....
081143 -
081144 -                          408 992 8599
081145 -
081146 -                          866 622 3911 3 5
081148 -  ..
081149 - We reviewed record showing these numbers have already been called, and
081150 - were not effective, per above. ref SDS 0 FC7S
081152 -  ..
081153 - Ricki transferred call to a supervisor...
081154 -
081156 -  ..
0812 -
0813 -
0814 - 1719
0815 -
081501 - Talked Elaine.
081502 -
081503 - She explained that updating McAfee virus definitions requires using
081504 - Millie's email address, and the password set up on 041006. ref SDS 7
081505 - SY43
081507 -  ..
081508 - Tried this and it worked.
081510 -  ..
081511 - Thanked Elaine for help on this matter.
081513 -  ..
081514 - Additional issues discussed....
081515 -
081516 -    1.  McAfee owes a refund of $20 for erroneous purchase of an update
081517 -        for virus definitions for version 6.0, which failed to work,
081518 -        and forced the customer to buy a new program version 9.0
081519 -        reported by McAfee customer support on 041006. ref SDS 7 TX8F
081521 -         ..
081522 -    2.  McAfee owes a refund of $20 for purchase of versoin 9.0, as
081523 -        reported on 041006 from discussion with McAfee customer service
081524 -        rep, Agens. ref SDS 7 059F
081526 -         ..
081527 -        Elaine will send an email explaining how to get the $20 refund
081528 -        on the purchase of McAfee 9.0.
081530 -         ..
081531 -    3.  Technical Defects in McAfee installation...
081532 -
081533 -        a.
081534 -
081536 -  ..
081537 - Elaine will submit a pin number that permits getting free technical
081538 - support to configure the program without the icon and without the
081539 - notice of updated viruses.
081541 -  ..
081542 - Elaine says to call Technical Support at...
081543 -
081544 -                          866 677 3911
081545 -
081546 -
081548 -  ..
0816 -
0817 -
0818 - 2101
0819 -
081901 - Received letter from McAfee saying....
081902 -
081904 -         ..
081905 -        Date:  Mon, 8 Nov 2004 19:24:17 -0800 (Pacific Standard
081906 -               Time)
081908 -         ..
081909 -        Subject:  Incident 041108-007361 account status
081910 -        From:     mcafeesupport@McAfee.com
081911 -        To:       Rod Welch
081913 -         ..
081914 -        Recently you requested personal assistance from our on-line
081915 -        support center. Below is a summary of your request and
081916 -        our response.
081918 -         ..
081919 -        Thank you for allowing us to be of service to you.
081921 -         ..
081922 -        Thank you for contacting McAfee.
081924 -         ..
081925 -        Regarding the refund for the DAT 7.0 version that you have
081926 -        purchased, please contact our McAfee online store at
081927 -        1-800-310-2980.
081929 -         ..
081930 -        Please follow the steps below on how to reconfigure the
081931 -        updates for the VirusSCan 9.0 software.
081932 -
081933 -        1. Right-click the M icon.
081934 -
081935 -        2. Click Updates.
081937 -            ..
081938 -        3. The SecurityCenter Updates window appears.
081939 -           Click Configure.
081941 -            ..
081942 -        4. Choose the update process that best fits
081943 -           your computer needs
081945 -         ..
081946 -        As per request, below are the notes that I have documented
081947 -        during our phone conversation.
081949 -         ..
081950 -        -agent from corp. provided order number cs56454693 which was
081951 -        under the e-mail address milliebuck@pacbell.net.
081953 -         ..
081954 -        -cx has has the vs 6.0 for several years
081956 -         ..
081957 -        -cx is fustrated about the software, and that he would like to
081958 -        manually update and not automatically update the product for
081959 -        him, he also wants to remove the m icon beside the system tray,
081960 -        told the cx that we cannot remove because it is an indication
081961 -        that it is installed.
081963 -         ..
081964 -        -cx was redirected to rebates department about the refund for
081965 -        the excess payment he has made
081967 -         ..
081968 -        -cx is irate about being given the run around and that he had
081969 -        to call numerous number to sort the problem out
081970 -
081971 -        -cx is trying to update the vs that he has purchased
081973 -         ..
081974 -        -cx does not know about the password, and verified it to the cx
081975 -        and infomred him about the e-mail address as well
081977 -         ..
081978 -        -new version puts an icon on the system tray, cx does not know
081979 -        how to remove it, tried to assit him in removing the m icon and
081980 -        how to reconfigure receiving updates for the product
081982 -         ..
081983 -        -cx wants to get someone about the sales tactics that we
081984 -        provide cx
081986 -         ..
081987 -        -he also stated that he purchased a dat renewal for the 7.0
081988 -        purchased at dr
081990 -         ..
081991 -        -redirected the cx to dr 87224424, for the refund of the dat
081992 -        file since he is using a 9.0 version
081994 -         ..
081995 -        -cx says that if we will not help him, he will just request a
081996 -        refund provided was going to provide him a number for ts, but
081997 -        advised him to call out cx support dept again, and provide the
081998 -        e-mail address or incident number so that we can provide him
081999 -        another pin to give him a full 24 hr. for the call ar
082000 -        866-677-3911.
082002 -         ..
082003 -        -cx wants us to better try to assist a cx, and not send them
082004 -        off on the first call that they make
082006 -         ..
082007 -        To contact McAfee Customer Support please reply to this email
082008 -        or visit us at
082010 -         ..
082011 -        http://www.mcafee.com/chat/
082012 -
082013 -        ...for chat which is available Monday - Friday, 8am - 8pm
082014 -        Central time.
082016 -         ..
082017 -        You may also update this question by replying to this message.
082018 -        Because your reply will be automatically processed, you MUST
082019 -        click 'REPLY' and then enter your reply in between the 'reply'
082020 -        lines provided at the bottom of this email. Text entered into
082021 -        any other part of this message will be discarded.
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082028 -
0821 -