McAfee promises to reimburse consumers for bad update

Vendor says it will pay reasonable expenses for PC repairs; no word on compensation for business customers

McAfee will reimburse its consumer customers for "reasonable expenses" they have incurred dealing with last week's faulty antivirus update, the company said.

In a message on its Web site aimed at consumers, McAfee promised to pay for repairs. "If you have already incurred costs to repair your PC as a result of this issue, we're committed to reimbursing reasonable expenses," the company said. "Steps to process your reimbursement request will be posted in the next few days."

There is no similar message on the flawed update help pages dedicated to businesses.

Since last Wednesday, when a McAfee antivirus signature update wrongly identified a critical Windows system file as a low-threat virus, the company has stressed that few consumers were affected. Most of the PCs crippled by the flawed update, McAfee has said, were in corporations.

Some businesses reported that thousands of systems refused to boot properly, had lost their network connections, or both. According to comments added to a blog post by CEO David DeWalt , many were still trying to resuscitate PCs three days into the incident.

"We are now going on day three of fixing YOUR issue," wrote someone identified only as Amanda in a comment Friday. "Four people working much overtime, sending out disks to our satellite employees, and just plain dealing with junk that we shouldn't have to. I am personally three days behind on my work, and every time I get an angry phone call, I want to patch it through to your office."

Although McAfee apologized to customers last week -- which DeWalt repeated Friday in letter to customers -- it has revealed few details about how the defective update slipped through testing.

McAfee wouldn't be the first antivirus vendor to pay for its mistakes.

In 2005, Trend Micro spent more than $8 million compensating customers, most of them in Japan, for a similar update fiasco. In 2007, Symantec gave free backup software and extended Norton AntiVirus licenses by 12 months to compensate Chinese users when a buggy updated knocked out their computers.

Join the newsletter!

Or

Sign up to gain exclusive access to email subscriptions, event invitations, competitions, giveaways, and much more.

Membership is free, and your security and privacy remain protected. View our privacy policy before signing up.

Error: Please check your email address.

Tags spywaremcafee

Keep up with the latest tech news, reviews and previews by subscribing to the Good Gear Guide newsletter.

Gregg Keizer

Computerworld (US)
Show Comments

Brand Post

Most Popular Reviews

Latest Articles

Resources

PCW Evaluation Team

Luke Hill

MSI GT75 TITAN

I need power and lots of it. As a Front End Web developer anything less just won’t cut it which is why the MSI GT75 is an outstanding laptop for me. It’s a sleek and futuristic looking, high quality, beast that has a touch of sci-fi flare about it.

Emily Tyson

MSI GE63 Raider

If you’re looking to invest in your next work horse laptop for work or home use, you can’t go wrong with the MSI GE63.

Laura Johnston

MSI GS65 Stealth Thin

If you can afford the price tag, it is well worth the money. It out performs any other laptop I have tried for gaming, and the transportable design and incredible display also make it ideal for work.

Andrew Teoh

Brother MFC-L9570CDW Multifunction Printer

Touch screen visibility and operation was great and easy to navigate. Each menu and sub-menu was in an understandable order and category

Louise Coady

Brother MFC-L9570CDW Multifunction Printer

The printer was convenient, produced clear and vibrant images and was very easy to use

Edwina Hargreaves

WD My Cloud Home

I would recommend this device for families and small businesses who want one safe place to store all their important digital content and a way to easily share it with friends, family, business partners, or customers.

Featured Content

Latest Jobs

Don’t have an account? Sign up here

Don't have an account? Sign up now

Forgot password?