The art of customer (dis)service

It’s been a while since I used a PC. Every other computer in my home is from Apple. However, I see that McAfee was automatically renewing my Antivirus subscription for a PC 🙁

This time I did catch the email that said “Automatic Subscription Renewal Service” and found that there is a simple option to cancel the service by chatting with a customer service representative supposed to be available 24×7.

First, I was told that there is a wait time of 5-10 minutes to “find” a chat agent.

I thought it was still OK to wait for a chat session rather than waiting for a rep on the phone. Once I filled in all the details (about why I want to chat with McAfee) I was taken to a page that made me smile 🙂

It said, please download a chat client to chat with an agent!

Imagine asking your customers to go through hoops to just reach you. Good luck to McAfee!