Now, I work in Technical Support, so don’t take this as a lament against all technical support people – just those who can’t see past the script in front of them.
Yesterday, I had the following conversation with a McAfee TS representative.
The issue wasn’t that difficult, I would have thought, for someone familiar with McAfee’s product line, and it might be reasonable to assume that Technical Support would be familiar… Oh how wrong I was.
The issue at hand was that I wanted to buy VirusScan Command Line Scanners for FreeBSD (just google for it and your find numerous references including McAfees trial download) – the fun comes when you want to buy it. Nothing anywhere tells you what product actually contains the Command Line Scanners.
Anyway, read and weep.
Please wait while we find a technician to assist you…
You have been connected to Andrew Jennings
Andrew Jennings: Paul, thank you for contacting McAfee Online Support Center. How can I assist you with your McAfee software today?
Paul Gregg: Hi Andrew, I’m at a loss in finding out what product I need to buy… I want to get the VirusScan Command Line Scanner for FreeBSD
Andrew Jennings: Could you please tell me in which country you are in?
Paul Gregg: UK
Andrew Jennings: Paul, I would be happy to help you guide you through
Paul Gregg: Thanks
Paul Gregg: I can find the eval download ok – but nothing appears to say how you go about buying it
Andrew Jennings: What are the McAfee products that you already own?
Paul Gregg: none
Paul Gregg: I think I need the TVD or the virusScan Suite, but neither of those itemises the Command Line Scanners for unix based systems
Andrew Jennings: Please tell me the full form of TVD
Paul Gregg: total Virus Defense?
Paul Gregg: McAfee got it when they bought Dr. Solomon
Andrew Jennings: Do you own a Home PC?
Paul Gregg: yes
Paul Gregg: I run FreeBSD, *not* Windows
Andrew Jennings: Thankyou for the information
Andrew Jennings: This issue or concern is best supported by our Customer Service group. Please call 020-794-901-07, and select the option that best meets your needs. You may also visit www.mcafeehelp.co.uk for more information.
Andrew Jennings: Is there anything else that I can assist you with today?
Paul Gregg: You don’t know what VirusScan product contains the Command Line scanners?
Andrew Jennings: We do not support the Operating System that you are using
Paul Gregg: yes you do
Andrew Jennings: What version of Windows are you using? (95, 98, ME, NT, 2000, XP)
Paul Gregg: I’m sorry Andrew – perhaps you could transfer me to someone else… I already told you I don’t use Windows. I’m using FreeBSD. McAfee *does* sell Virusscan for FreeBSd.
Paul Gregg: I just can’t find out which product contains it
Andrew Jennings: We do not support any other Operating System other than Windows. We cannot continue this chat session any further. Please contact customer service for getting to the right place
Andrew Jennings: Your reference number for this chat sessions is 5159845.
Andrew Jennings: Thank you for visiting McAfee Online Support Center. Please feel free to contact us again if you face any problem.