Moving to Help Customers (by Dave DeWalt)

I want to thank all of you who have commented on my post from Friday about the faulty DAT file that affected some of our customers, and I’d like to give you a quick update on what we’re doing to help them.

For customers who have been negatively impacted we are offering the following:

Impacted Home & Home Office Users:

• McAfee will reimburse reasonable costs incurred to get an impaired computer back online, such as a visit to a local tech support specialist; details will be posted on McAfee’s Web site this week.

• McAfee will extend the McAfee subscription of impacted home and home office users for an additional two years free of charge.

Impacted Corporate & Enterprise Users:

• McAfee and McAfee channel partners will be offering a customer commitment package that may contain a combination or selection of services, support and products tailored to each customer situation.

• For example, all affected customers will be offered a free one year subscription to our automated security health check platform which provides an assessment of the security of an organization or enterprise based on McAfee’s best practices.

• We will be contacting eligible customers over the next few days with details of the process they should follow to receive these offers. If you were affected, please ensure that you have contacted McAfee support.

In addition:

• McAfee has published instructions and a downloadable tool on the McAfee Web site to repair systems affected by the faulty update.

• We will ship via express mail a CD with the tool if a customer is unable to download it.

• We also have teams of people standing by to help.

• To contact McAfee by phone in your region, go to the “Contact Us” page on our Web site and select your country for the correct number (or go here).

More information will be available on our Web site later this week.

Our commitment to safeguarding your PCs and other digital assets from hackers and cybercriminals remains steadfast. We are determined to provide our customers with the highest levels of security.

Sincerely,

David DeWalt
President and Chief Executive Officer

Tags: Dave DeWalt, dewalt