{"id":10,"date":"2004-06-12T20:58:09","date_gmt":"2004-06-12T19:58:09","guid":{"rendered":"http:\/\/pgregg.com\/wp\/2004\/06\/tech-support-drones\/"},"modified":"2004-06-12T20:58:09","modified_gmt":"2004-06-12T19:58:09","slug":"tech-support-drones","status":"publish","type":"post","link":"https:\/\/blog.pgregg.com\/blog\/2004\/06\/tech-support-drones\/","title":{"rendered":"Tech Support drones."},"content":{"rendered":"

Now, I work in Technical Support, so don’t take this as a lament against all technical support people – just those who can’t see past the script in front of them.<\/p>\n

Yesterday, I had the following conversation with a McAfee TS representative.<\/p>\n

The issue wasn’t that difficult, I would have thought, for someone familiar with McAfee’s product line, and it might be reasonable to assume that Technical Support would be familiar… Oh how wrong I was.<\/p>\n

The issue at hand was that I wanted to buy VirusScan Command Line Scanners for FreeBSD (just google for it and your find numerous references including McAfees trial download) – the fun comes when you want to buy it.  Nothing anywhere tells you what product actually contains the Command Line Scanners.<\/p>\n

Anyway, read and weep.<\/p>\n

Establishing Connection
\n
Please wait while we find a technician to assist you…
\n
You have been connected to Andrew Jennings <\/p>\n

Andrew Jennings: Paul, thank you for contacting McAfee Online Support Center. How can I assist you with your McAfee software today? <\/p>\n

Paul Gregg: Hi Andrew, I’m at a loss in finding out what product I need to buy… I want to get the VirusScan Command Line Scanner for FreeBSD <\/p>\n

Andrew Jennings: Could you please tell me in which country you are in? <\/p>\n

Paul Gregg: UK <\/p>\n

Andrew Jennings: Paul, I would be happy to help you guide you through <\/p>\n

Paul Gregg: Thanks <\/p>\n

Paul Gregg: I can find the eval download ok – but nothing appears to say how you go about buying it <\/p>\n

Andrew Jennings: What are the McAfee products that you already own? <\/p>\n

Paul Gregg: none <\/p>\n

Paul Gregg: I think I need the TVD or the virusScan Suite, but neither of those itemises the Command Line Scanners for unix based systems <\/p>\n

Andrew Jennings: Please tell me the full form of TVD <\/p>\n

Paul Gregg: total Virus Defense? <\/p>\n

Paul Gregg: McAfee got it when they bought Dr. Solomon <\/p>\n

Andrew Jennings: Do you own a Home PC? <\/p>\n

Paul Gregg: yes <\/p>\n

Paul Gregg: I run FreeBSD, *not* Windows <\/p>\n

Andrew Jennings: Thankyou for the information <\/p>\n

Andrew Jennings: This issue or concern is best supported by our Customer Service group. Please call 020-794-901-07, and select the option that best meets your needs. You may also visit www.mcafeehelp.co.uk<\/a> for more information. <\/p>\n

Andrew Jennings: Is there anything else that I can assist you with today? <\/p>\n

Paul Gregg: You don’t know what VirusScan product contains the Command Line scanners? <\/p>\n

Andrew Jennings: We do not support the Operating System that you are using <\/p>\n

Paul Gregg: yes you do <\/p>\n

Paul Gregg: http:\/\/download.nai.com\/products\/evaluation\/virusscan\/engli … ine\/bsd\/v4.32\/vbsd432edocs.zip<\/a> <\/p>\n

Andrew Jennings: What version of Windows are you using? (95, 98, ME, NT, 2000, XP) <\/p>\n

Paul Gregg: I’m sorry Andrew – perhaps you could transfer me to someone else… I already told you I don’t use Windows. I’m using FreeBSD. McAfee *does* sell Virusscan for FreeBSd. <\/p>\n

Paul Gregg: I just can’t find out which product contains it <\/p>\n

Andrew Jennings: We do not support any other Operating System other than Windows. We cannot continue this chat session any further. Please contact customer service for getting to the right place <\/p>\n

Andrew Jennings: Your reference number for this chat sessions is 5159845. <\/p>\n

Andrew Jennings: Thank you for visiting McAfee Online Support Center. Please feel free to contact us again if you face any problem.<\/p>\n","protected":false},"excerpt":{"rendered":"

Now, I work in Technical Support, so don’t take this as a lament against all technical support people – just those who can’t see past the script in front of them. Yesterday, I had the following conversation with a McAfee TS representative. The issue wasn’t that difficult, I would have thought, for someone familiar with … <\/p>\n

Continue reading “Tech Support drones.”<\/span><\/a><\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"1","sticky":false,"template":"","format":"standard","meta":{"jetpack_post_was_ever_published":false,"_jetpack_newsletter_access":"","_jetpack_dont_email_post_to_subs":false,"_jetpack_newsletter_tier_id":0,"_jetpack_memberships_contains_paywalled_content":false,"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[4],"tags":[],"class_list":["post-10","post","type-post","status-publish","format-standard","hentry","category-general"],"jetpack_featured_media_url":"","jetpack_sharing_enabled":true,"jetpack_shortlink":"https:\/\/wp.me\/pbQOUu-a","jetpack-related-posts":[],"_links":{"self":[{"href":"https:\/\/blog.pgregg.com\/blog\/wp-json\/wp\/v2\/posts\/10","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/blog.pgregg.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/blog.pgregg.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/blog.pgregg.com\/blog\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/blog.pgregg.com\/blog\/wp-json\/wp\/v2\/comments?post=10"}],"version-history":[{"count":0,"href":"https:\/\/blog.pgregg.com\/blog\/wp-json\/wp\/v2\/posts\/10\/revisions"}],"wp:attachment":[{"href":"https:\/\/blog.pgregg.com\/blog\/wp-json\/wp\/v2\/media?parent=10"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/blog.pgregg.com\/blog\/wp-json\/wp\/v2\/categories?post=10"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/blog.pgregg.com\/blog\/wp-json\/wp\/v2\/tags?post=10"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}