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McAfee pledges refunds for bad update

McAfee pledges refunds for bad update

McAfee has announced plans to offer refunds for "reasonable expenses" resulting from its glitched update.

Anti-virus vendor McAfee has promised to make things right after a bad signature update deleted an important Windows system file.

Following the glitchy update last week - which incorrectly identified the version of Windows system service svchost.exe that ships with Windows XP Service Pack 3 as a virus - many users were left with system locked in a permanent reboot cycle, and the official method of repair - replacing the deleted file with a fresh copy from another system - isn't much use if you only have one computer in the first place.

Recognising this, McAfee has pledged to offer those affected by the issue a reimbursement for "reasonable expenses" incurred as a result of the issue. Quite what the company considers reasonable - and details of how exactly to go about claiming a refund for repair costs - hasn't been detailed just yet. The company has promised to post further details to its website when available.

As well as a refund on the repair costs, McAfee has also promised that those affected by the issue and left with "inoperable or severely impaired" systems will be "eligible for a two year extension of [their] existing McAfee subscription free of charge."

It's clear that McAfee is trying to put things right and restore confidence in its software following what amounts to a pretty major mess-up - although how many people will be refusing its offer of a two-year extension and jumping ship to a rival product remains to be seen.

Are you pleased to see McAfee putting its money where its mouth is, or are you disappointed that such an update was ever released? Share your thoughts over in the forums.

12 Comments

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MitchBomcanhao 28th April 2010, 10:36 Quote
knowing the average computer user, they will simply blame windows for failing and will never think of the AV solution as the culprit. % of users asking for refund will be almost zero, I guess.
mi1ez 28th April 2010, 10:54 Quote
Who'd want an extension of their McAfee sub after this?! I'll be interested to hear how much people actually get.
eddtox 28th April 2010, 11:27 Quote
I do think it's right that McAffee should foot the repair bill. For many non-techs, the only solution would have been to call out their local computer store, and as far as I remember, they tend to charge ~£50 just to come out to you.

Mitch does have a point, however. It'll be interesting to see how many people actually claim.
MartyEF 28th April 2010, 11:36 Quote
Are you pleased to see McAfee putting its money where its mouth is? Yes.
Are you disappointed that such an update was ever released? Yes.
It should not have happened. Period.
However, accidents will happen, and the fact that McAfee tries to compensate the ones who fell victim to it is a good thing. I don't think you should base your opinion of a company on one mistake. Still, it should not have happened and whatever they do to compensate for it it, if it happens again, their credibility goes down the drain. But it's not like they're the only ones who messed up like that. (Sigh.)
cybergenics 28th April 2010, 14:37 Quote
When Apple brick hardware, its a feature.
TSR2 28th April 2010, 16:44 Quote
Quote:
Originally Posted by cybergenics
When Apple brick hardware, its a feature.
...Only if its not yours that gets bricked. Then its your fault for having a Windows machine within 20 miles.
eternum 28th April 2010, 20:24 Quote
Definitely a huge screw up, but good on them for going about things the right way when it comes to fixing their snafu. We'll see how well that response is executed, but so far it's a good response.
Tulatin 29th April 2010, 01:33 Quote
I wonder exactly what they define as "reasonable". I maintain three XP systems with McAfee, and despite the fact that none of them died from this disaster, I wonder if I could still invoice them for their stupidity.

Beyond that, I wonder what limitations there are to the reasonable repair costs. They seem to be pretty gung-ho about getting users to fix it themselves, but I wonder if there's a clause in place that says if it's a trial copy of McAfee, you're ****ed.

I do know that apparently, they're refusing to honor corperate repair costs. You know, not that some IT departments haven't had to waste hours fixing this major ****up.
1ad7 29th April 2010, 02:52 Quote
Well they are trying, way more than most companies would. Good for them.

If they are refusing corporate repair cost well they will lose corporate customers...
Shagbag 29th April 2010, 07:48 Quote
I agree.just Compare McAfee's approach to that of Sony
humdrumian_monkey 29th April 2010, 11:26 Quote
AVG is fine and best of all its free! Never had any bad updates either.
Ola.l 30th April 2010, 07:30 Quote
Here in Sweden this 'bad update' from McAfee shut down half of our largest telecom provider for one day. 29 Liquorstores and several other places where computers are needed in the field of work. I'd like to know what the first mentioned wants for compensation :)
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