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McAfee Community Support Sadly Lacking Since Volunteer Mods Fired


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#1 Ex_Brit

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Posted 16 March 2018 - 10:45 AM

Unlike their competitors' Communities, McAfee has chosen to fire all their volunteer (unpaid) Moderators whose combined knowledge has helped thousands of people over the years.
Instead they have opted to staff their community with their already over-worked third-party support staff.
The result is frustrating for many posters as they get stock answers and their threads are immediately marked solved simply because someone has answered with something like "Contact Support at .......".
In some cases the thread is locked so nothing can be questioned.
This apparently was an intentional move by some department at the company during the Intel takeover days and it is already causing some posted complaints, which are quickly removed from public view by whomever.
I confess I was one of those volunteers and was let go over a year ago because I was expressing "too much" concern over community safety.  (Customers' private details were being posted and nobody seemed to care).
Have any of you experienced problems there?    It would be interesting to hear from people in a  forum that is outside the sphere of the software makers.
If the Moderators here think this is too risky to post, I will quite understand.  This is only the 2nd site I've tried with this as I feel it should get out there.


Peter
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#2 JohnC_21

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Posted 16 March 2018 - 11:54 AM

Instead they have opted to staff their community with their already over-worked third-party support staff

Sounds like when avast was using Yogi for support where you called in and Yogi wanted to sell you a support package.


Edited by JohnC_21, 16 March 2018 - 11:54 AM.


#3 quietman7

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Posted 16 March 2018 - 01:46 PM

When choosing an anti-virus program, firewall or any other security software, availability of quality/prompt technical support from the vendor or related community support forum is always a consideration. Lack of adequate Customer Support in addressing issues related to the use of a vendor's product is one reason folks look for other alternatives. If it is a paid product, folks speak with their wallets.

That is what happened with avast.
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#4 Ex_Brit

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Posted 16 March 2018 - 02:02 PM

True.

I want to stress that the unpaid Mods were very hard working and due to their locations, provided a 24/7 coverage.
They were marginalised to the point of irrelevance and eventually were axed, and the current paid mods aren't doing a good job in their place.  Many posts go unanswered and spam is allowed to accumulate. Posts meant for Business or Home products are often mixed up.....total chaos.
Yoiu have to realise that most forums are answered by volunteers with the odd employee dropping in from time to time to assist usually when asked.
I was hoping someone here who has experienced this would spot my post.


Edited by Ex_Brit, 16 March 2018 - 06:41 PM.

Peter
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