Dead to Rights

Names and specific personal information have been changed to protect the guilty.

Everything else presented in the following post is exactly as it happened.


GoToAssist (11:29:32):
Thank you for contacting McAfee Consumer Support. An agent will be with you shortly.

Swaami Gatthathalia (11:30:21):
Hi Pheewrap, this is Swaami from McAfee Technical Support and I would be assisting you today.

Customer (11:30:36):
hi swaami.

Swaami Gatthathalia (11:31:48):
Not to worry, we will leverage all our resources to resolve this issue because your concern is our concern.
Swaami Gatthathalia (11:31:49):
How do you currently connect to the Internet? (Dial-up, DSL, Cable, or Wireless)

Customer (11:33:15):
wireless. Swaami, do you understand that i have already spoken to someone today and that they were not able to resolve the issue? I provided my earlier service request number so you can refer to the work that has already been done.

Swaami Gatthathalia (11:33:39):
Pheewrap, not to worry. I will try my level best to help you.
Swaami Gatthathalia (11:33:48):
Pheewrap , for verification purpose, may I have your home telephone number with area code first?

Customer (11:34:14):
just want to make sure you know the history. my number is 5558675309

Swaami Gatthathalia (11:34:29):
Pheewrap, I am happy to assist you with this issue. In order to assist you better, I need to gather some basic technical information about your computer. I will send you a pop-up, please click on 'OK' to provide me the information.

GoToAssist (11:34:38):
Representative Swaami Gatthathalia has requested system information from customer Customer.
GoToAssist (11:34:44):
Customer Customer has sent system information to representative Swaami Gatthathalia.

Swaami Gatthathalia (11:35:06):
Thank you for providing system information, Pheewrap.
Swaami Gatthathalia (11:36:19):
Pheewrap, from the system information it is clear that you have not installed McAfee in your computer. "My Security Shield" is not a protecting software but an infection which act as an antivirus software.

Customer (11:37:08):
I understand. I am unable to open McAfee, and i think the infection is the reason why. I cannot get rid of it.

Swaami Gatthathalia (11:37:38):
Pheewrap, from the system information it is clear that you have not installed McAfee in your computer.

Customer (11:38:29):
I cannot install it. I am unable to open the file. I understand that it is not installed. that is why i am contacting you.

Swaami Gatthathalia (11:39:28):
We at McAfee technical support are not able to remove the infection but we have a well trained Virus removal team to help you in resolving this issue. I suggest you to contact them for resolving this issue. They have some special tools to remove the infection.

Customer (11:40:16):
can you try to install mcafee remotely? again, the software is on my machine.

Swaami Gatthathalia (11:41:49):
Pheewrap, I am sorry without removing the infection we will not be able to install an antivirus.

Customer (11:42:22):
fiine. how can i contact your virus team? could you please forward my request and connect me?

Swaami Gatthathalia (11:43:14):
It’s a fee based premium support for a cost of $89.95, wherein advanced tools are used to eradicate the threat in your system, which can really save your computer files and important data from getting corrupted. If the team finds no virus in your computer, your money will be credited back to your account. Shall I go ahead and place an order for the Platinum-Virus Removal Support?
Swaami Gatthathalia (11:43:24):
The Virus Removal Team will eradicate the infection from your computer and you can avail the service for 5 days. If the computer gets infected within 5 days, our Virus Removal Team will clear the infection without any additional cost.

Customer (11:44:48):
But mcafee failed, Swaami. I had the software already and it allowed the infection to take place. You need to have the infection removed free of charge because the product - which i bought and subscribe to - did not work properly.

Swaami Gatthathalia (11:45:16):
I will explain the cause to you now.
Swaami Gatthathalia (11:45:23):
I hope there are more than one user using this computer, Is that correct?

Customer (11:45:45):
No, it is my personal machine. I am the sole user.

Swaami Gatthathalia (11:45:48):
Did any one download any music or attachments to your computer?

Customer (11:46:12):
No.

Swaami Gatthathalia (11:46:15):
There are many unauthorized websites {porn websites} which are not tested. Did you recall any one of your users usually visits these unauthorized websites?

Customer (11:46:26):
Me!

Swaami Gatthathalia (11:46:52):
Pheewrap, did you usually watch online movies, Online news or use play online games?

Customer (11:47:47):
nope. streaming video from all sorts of news and adult sites. I download nothing but music from itunes.

Swaami Gatthathalia (11:48:17):
Pheewrap by downloading the music and attachments infections can attack easily in your computer even the antivirus is installed. By playing the downloaded file we are giving the permission to infections to be activated. Also there are many unwanted popup which is actually a trap for us. If we have clicked on the popup by mistake on the unauthorized websites we are giving permission to the infections to enter the computer.
Swaami Gatthathalia (11:48:43):
So the infectious which are entered by our mistake will not be removed by antivirus installed as this may first affect on the programs files of the computer first.
Swaami Gatthathalia (11:48:54):
Thus antivirus will not be able to delete that file as this may stop the functioning of the computer.

Customer (11:50:06):
i understand, and i appreciate the good explanation. my issue is with a $90 fee to fix a problem that is due to a failed protection. I know that many things are trying to invade my machine but i trusted and paid for mcafee to keep me safe.

Swaami Gatthathalia (11:51:53):
Pheewrap, I have clearly mentioned the cause of the infection in your machine and this is not 'due to a failed protection'.

Customer (11:53:24):
well, i need this fixed. is there anything you can do or is this only something that can be handled by the virus swat team?

Swaami Gatthathalia (11:54:58):
Pheewrap, I understand that. But We at McAfee technical support are not able to remove the infection but we have a well trained Virus removal team to help you in resolving this issue. I suggest you to contact them for resolving this issue. They have some special tools to remove the infection.

Customer (11:56:15):
Then please get them involved to resolve this.

Swaami Gatthathalia (11:57:08):
Shall I go ahead and place an order for the Platinum-Virus Removal Support?

Customer (11:57:27):
yes.
Customer (11:57:49):
what needs to be done on my end?

Swaami Gatthathalia (11:58:05):
Let me know last five digits of your credit card you have used to purchase McAfee or your Billing address with McAfee

Customer (11:58:16):
10 windy way
Customer (11:58:20):
beverly hills, ca
Customer (11:58:24):
90210

Swaami Gatthathalia (11:58:45):
That is correct May I place you on hold for a minute while I do this for you?

Customer (11:58:53):
yes.

Swaami Gatthathalia (12:02:42):
Thank you for being on hold. I appreciate your patience. The order ID for this purchase is CS814176548 You can now contact them team directly through 1-847-782-4513. There will not be any hidden charge for this.

Customer (12:03:19):
i will call now

Swaami Gatthathalia (12:03:32):
That is great.
Swaami Gatthathalia (12:03:33):
Pheewrap, is there anything else that I can help you with McAfee products today?