Well respected anti-virus company McAfee promises to reimburse repair expenses

Last week McAfee shipped the latest update of their anti-virus software and the update started to remove Windows XP operating system files. Users faced the blue screen of death or an endless series of re-booting routines going no where. Ironically, Network Solutions lack of security took down 5% of their hosted sites over the past two weeks without any apology or compensation.

McAfee have posted a promise on their website to not only help customers fix their bug but reimburse them for the damage. 

“If you have already incurred costs to repair your PC as a result of this issue, we’re committed to reimbursing reasonable expenses. Steps to process your reimbursement request will be posted in the next few days. Please check back here in a few days.” McAfee

Of course this is the only reasonable thing McAfee could do, offer to help solve the problem and pay for the costs.

There is a McAfee help page dedicated to consumers and another for business customers helping them get back to normal.

Bug in 5958 virus definition file

The flawed update was rolled out automatically across McAfee’s customers on April 21st. 2010. Other than Windows XP installations, everything went as it usual does with the stream of anti-virus updates. That is except for Windows XP customers where McAfee started to quarantine and deleted “svchost.exe” a necessary system file.

Without the file, XP computers would try to re-boot or show the infamous blue screen of death. Customer frustration grew as the bug spread throughout the user community. Stories started to appear about cities and companies who had to shut down their networks to stop the flawed update from proliferating all computers.

For some it was too late. Their computers were down and all the postings on McAfee’s website would be of little value. You need a computer for the update.  Help phone calls to McAfee were long and tempers flared according to ComputerWorld.

McAfee Offers Solution For Home or Home Office Consumers Affected By Faulty Update to Security Software

(from McAfee site)  If you are currently running Windows XP we recommend checking to ensure you have the latest security update.

If you are one of a small percentage of McAfee’s consumer customers who has an inoperable or severely impaired PC as a result of the faulty file released earlier this week, we want to sincerely apologize for the inconvenience. Our immediate priority is to get you back up and running.

Here are the steps you can take.

Step 1 – Locate a local toll free support number for your country. A qualified technician is standing by to diagnose your computer’s current status and determine the fastest way to get you up and running again.

Step 2 – If the technician can’t get your system up and running over the phone, we’ll get you the software to get your system up and running again. We can get you the software in one of two methods. You can either download the software fix from a working PC, or we will express deliver a CD to you.

If you have already incurred costs to repair your PC as a result of this issue, we’re committed to reimbursing reasonable expenses. Steps to process your reimbursement request will be posted in the next few days. Please check back here in a few days.

Because we value our loyal customers, if your PC was rendered inoperable or severely impaired as a result of the faulty file released you are eligible for a two year extension of your existing McAfee subscription free of charge.

We’re committed to getting this issue resolved for all our customers worldwide as quickly as possible.

With story from ComputerWorld