I’m a fan of the television show “Grimm” so I wanted to read some of the original source material. Here’s what I learned:
So why are these stories considered good for children?
Last week I finally decided to upgrade my Windows box from Vista (which I hate) to Windows 7 (no opinion yet). I followed the instructions, turned off the virus scan, noted the warning that iTunes might not work and pressed the button to install. After more reboots than I remember, my Windows box was ready for use. I checked out iTunes, it updated but worked. I was happy.
When I turned on the McAfee virus scan it wouldn’t stay on. I downloaded and ran the diagnostic software and it informed my that there were registry errors and 20-something missing files. Not good.
I followed their instructions for un-installing and reinstalling McAfee. During the install the program kept asking me for the location of a file mapped to the X: drive. I don’t have an X drive.
I did an IM chat with McAfee tech support. Actually, contacted them three times and all three times the “tech” would follow the same script and do the exact same thing: do an uninstall, run the clean up program, and start the install. Oh, there were minor changes, like one guy cleared the temp directory, and another would do a Windows update. After starting the installation program they would tell that the problem would definitely be solved. If not, they would escalate the issue to their supervisor. The problem was not solved.
You would think that they would have read the previous ticket (which I always referred them to) and realize that their troubleshooting and solution script would not work. But no, they always had to follow the script, and with the same results. The install script would ask for a file on the X: drive.
I finally did what I should have done instead of wasting a day on IM with some clowns in India. I did some analysis, did a search of my C: drive, found the file, and reattempted the install. It worked. I just went the drivers directory, found the file, put the location in the dialog box, and the install completed successfully.
I got an email from McAfee asking if the problem was solved. Here is my response:
Your “techs” were zero help and I ended up fixing the problem through analysis, not following a script. If any of the three had just read my problem ticket instead of looking at key words, they would have discovered that the installation program was looking for a driver on a non-existent network drive. I found the file myself and completed the program installation.
Your tech support was worthless.
I doubt that anyone will read it, but who knows. On the plus side, the tech support guys on McAfee use their Indian names on IM and don’t try to convince me that their name is “Phil,” so there is that.
