McAfee SpamKiller

OnyxCougar · 03-19-2004, 12:05 PM

the following is an unedited (except for my name and email address) transcript of the second conversation between me and McAfee "live chat" tech support. My comments in, of course, purple.

Please wait while we find a technician to assist you...
You are currently at position number 2 in the queue.
You have been connected to Duane Simpson.
Duane Simpson: Nikki, thank you for contacting the McAfee Online Support Center. How can I assist you today?
OC: I purchased Mcafee SpamKiller from the cox.com website, it installed and worked fine on my old computer. Just

got a new Dell and now SpamKiller will not install. Please reference chat converssation 4205449
OC: The error message I am receiving is: "The installation cannot continue because some components (mskins.ui) are

missing."
Duane Simpson: May I put you on hold while i check the previous case history ?
OC: aye.
Duane Simpson: Thank you for being on hold Nikkik
Duane Simpson: Sorry it Nikki
OC:

np
Duane Simpson: Nikki, Now try to search the file " mskins.ui" from the search option
OC: You do realize I'm downloading SK from the mcafee website, yes?
OC: Search is complete. No rsults to display
Duane Simpson: Nikki are we receiving this message after the Downloading the SpamKiller
OC: the download gets to 58% and then stops, giving me that error message the first time. Each subsequent time, if

I do not reboot and try to download it again, instead of the error message, I get an "action canceled" box.
OC: SO I never complete the download process.
OC: I get to 58%, the through dictionary, protocol and auxiliary files, and then it errors on me
Duane Simpson: Nikki Now delete the SpamKiller From the System and then let me Know if we receive the Error during Deletion
OC: ....how can I delete it when it's not installed?
Duane Simpson: I am going to send you some instructions that will open in a new window on your screen. Please let me know

when you have received these instructions.
The agent is sending you to http://ts.mcafeehelp.com/faq3.asp?docid=162.
OC: The last guy gave me this too.
OC: I've done this/
OC: I have nothing running in the background.
OC: (except internet explorer, which has to be open to download it from your site.)
Duane Simpson: Nikki Click on Start->Run->On the Run prompt type "regedit" ->Select edit->find->Type "norton" and then

search for it
OC: searching
OC: in Microsoft/DirectDraw/Compatibility/NortonSystemInfo, there are 4 files
Duane Simpson: Nikki it means that There is some entry of Norton antiVirus left in the System and That why you didn't able

to download it properly
Duane Simpson: Nikki we can't able to install two antivirus at the same time If we have any Entry of previous version left

in the system
OC: Those are compatibility files that Microsoft has in there. There are also files for NHL PowerPlay, which has

NEVER been on my system.
OC: I'm not trying to install antivirus.
Duane Simpson: Nikki I know that we are not Installing the AntiVirus
Duane Simpson: We want to install SpamKiller Which is aproduct of McAfee AntiVirus
Duane Simpson: And when we try to Download it it get struct at 58%
OC: Norton is not and has not been on this computer.
Duane Simpson: I think The Registry had search the Norton's entry in "Microsoft/DirectDraw/Compatibility/NortonSystemInfo"

correct ?
OC: yes. along with about 8 other keys that have never been installed on this computer.
Duane Simpson: Nikki , it show that your system has Norton entry still left in the system
OC: For example: In the same directory, it lists MortalKombat3 and ScorchedPlanet. I've never owned those games.
OC: I do not, nor have I ever had, Norton AntiVirus on this computer.
OC: This is a brand new computer.
Duane Simpson: Nikki if you Understand me correctly then we found some entry to Norton AntiVirus on the System nad that why

you are facing this problem, I request you to Contact you r Systen Vendor for that because we cannot able to install two

AntiVirus in the System At the Same Time is result in Conflict
OC: I am telling you. There is NO Norton AntiVirus on my computer.
Duane Simpson: However May i Have your Email address so that I can send you Spamkiller File through you can able to

download the Spamkiller
OC: My email address is [edit]
Duane Simpson: Now Click On Start ->Run->on the Run type "regedit"
OC: I'm in regedit.
Duane Simpson: Then from left Clicl on (+)Hkey-Local_machine and then go to Software
OC: ok
Duane Simpson: Under Software do we have the Folder "Symantec"
OC: no
Duane Simpson: Nikki You will get the mail from McAfee within a day from which you can able to Install the SpamKiller
OC: Is it a link to your website?
Duane Simpson: No it the File which my supervisor sent you
OC: How big is it?
OC: And what is your supervisor's name?
Duane Simpson: Nikiki all the detail you get it in the email
OC: Why wont you give me your supervisor's name?
Duane Simpson: It is Dinesh N
Duane Simpson: Is anything as I can assist you with Today ?
OC: I will wait for the file. It must be under 4.5 Meg for me to receive it.
OC: can I have the number oif this conversation please?
Duane Simpson: Your reference number for this chat session is 4205840.
Duane Simpson: Nikki, are you satisfied with the support I have offered you today?
OC: No.
Duane Simpson: Nikki if you face the problem then you can connect me again and I definitely assist you
OC: Why do you think you can definitely assist me later if you can't assist me now?
Duane Simpson: Nikki the problem seems to be with the installtion and i Escalate your case to my Supervisor and after

receiving the file if you still face the Problem then Please connect to me i definitely help you , however the probelm get

resolve
OC: OK.
Duane Simpson: Is anything as I can assist you with Today ?
OC: Apperantly not. Have a good Day, "Duane".
Duane Simpson: Thank you Nikki Have a Great day
Duane Simpson: Thank you for visiting McAfee Online Support Center. You may receive a survey asking for your comments on

this chat experience. Your feedback will help to ensure that I'm providing the highest quality service possible.
Your session has ended. You may now close this window.

I just know it's going to be a link to the McAfee Spamkiller download portion of the website.

Anyone know of a good spamkiller (that isn't Moze)?

wolf · 03-19-2004, 01:36 PM

I have a sneaking suspicion that "Duane's" real name is Apuhasapimapetalam, based on his misuse of english. You sure he wasn't just a bot? Tech support from Eliza. "Tell me about your mother.

russotto · 03-19-2004, 02:23 PM

Remember, first line tech support people are not technically sentient. They are merely the cheapest interface device to a three-ring binder.

Razorfish · 03-22-2004, 10:58 PM

You said your computer is brand new. What manufacturer is it? Quite a few companies often include free trial versions of software when you buy a computer from them. Even if you chose not to install a trial version of Norton it may still have elements in your system registry that acknowlege its presence. Also it is true that Macaffe and Norton products do not cooperate with each other, even if they both have different purposes.

As for the tech support, outsourcing is the way of the future it seems.

OnyxCougar · 03-23-2004, 08:17 AM

As I told the guy on the phone, there is no Symantec ot Norton registry key. Norton has never been on the system.

03-19-2004, 12:05 PM	#1
OnyxCougar Junior Master Dwellar Join Date: Mar 2003 Location: Kingdom of Atlantia Posts: 2,979	McAfee SpamKiller the following is an unedited (except for my name and email address) transcript of the second conversation between me and McAfee "live chat" tech support. My comments in, of course, purple. Please wait while we find a technician to assist you... You are currently at position number 2 in the queue. You have been connected to Duane Simpson. Duane Simpson: Nikki, thank you for contacting the McAfee Online Support Center. How can I assist you today? OC: I purchased Mcafee SpamKiller from the cox.com website, it installed and worked fine on my old computer. Just got a new Dell and now SpamKiller will not install. Please reference chat converssation 4205449 OC: The error message I am receiving is: "The installation cannot continue because some components (mskins.ui) are missing." Duane Simpson: May I put you on hold while i check the previous case history ? OC: aye. Duane Simpson: Thank you for being on hold Nikkik Duane Simpson: Sorry it Nikki OC: np Duane Simpson: Nikki, Now try to search the file " mskins.ui" from the search option OC: You do realize I'm downloading SK from the mcafee website, yes? OC: Search is complete. No rsults to display Duane Simpson: Nikki are we receiving this message after the Downloading the SpamKiller OC: the download gets to 58% and then stops, giving me that error message the first time. Each subsequent time, if I do not reboot and try to download it again, instead of the error message, I get an "action canceled" box. OC: SO I never complete the download process. OC: I get to 58%, the through dictionary, protocol and auxiliary files, and then it errors on me Duane Simpson: Nikki Now delete the SpamKiller From the System and then let me Know if we receive the Error during Deletion OC: ....how can I delete it when it's not installed? Duane Simpson: I am going to send you some instructions that will open in a new window on your screen. Please let me know when you have received these instructions. The agent is sending you to http://ts.mcafeehelp.com/faq3.asp?docid=162. OC: The last guy gave me this too. OC: I've done this/ OC: I have nothing running in the background. OC: (except internet explorer, which has to be open to download it from your site.) Duane Simpson: Nikki Click on Start->Run->On the Run prompt type "regedit" ->Select edit->find->Type "norton" and then search for it OC: searching OC: in Microsoft/DirectDraw/Compatibility/NortonSystemInfo, there are 4 files Duane Simpson: Nikki it means that There is some entry of Norton antiVirus left in the System and That why you didn't able to download it properly Duane Simpson: Nikki we can't able to install two antivirus at the same time If we have any Entry of previous version left in the system OC: Those are compatibility files that Microsoft has in there. There are also files for NHL PowerPlay, which has NEVER been on my system. OC: I'm not trying to install antivirus. Duane Simpson: Nikki I know that we are not Installing the AntiVirus Duane Simpson: We want to install SpamKiller Which is aproduct of McAfee AntiVirus Duane Simpson: And when we try to Download it it get struct at 58% OC: Norton is not and has not been on this computer. Duane Simpson: I think The Registry had search the Norton's entry in "Microsoft/DirectDraw/Compatibility/NortonSystemInfo" correct ? OC: yes. along with about 8 other keys that have never been installed on this computer. Duane Simpson: Nikki , it show that your system has Norton entry still left in the system OC: For example: In the same directory, it lists MortalKombat3 and ScorchedPlanet. I've never owned those games. OC: I do not, nor have I ever had, Norton AntiVirus on this computer. OC: This is a brand new computer. Duane Simpson: Nikki if you Understand me correctly then we found some entry to Norton AntiVirus on the System nad that why you are facing this problem, I request you to Contact you r Systen Vendor for that because we cannot able to install two AntiVirus in the System At the Same Time is result in Conflict OC: I am telling you. There is NO Norton AntiVirus on my computer. Duane Simpson: However May i Have your Email address so that I can send you Spamkiller File through you can able to download the Spamkiller OC: My email address is [edit] Duane Simpson: Now Click On Start ->Run->on the Run type "regedit" OC: I'm in regedit. Duane Simpson: Then from left Clicl on (+)Hkey-Local_machine and then go to Software OC: ok Duane Simpson: Under Software do we have the Folder "Symantec" OC: no Duane Simpson: Nikki You will get the mail from McAfee within a day from which you can able to Install the SpamKiller OC: Is it a link to your website? Duane Simpson: No it the File which my supervisor sent you OC: How big is it? OC: And what is your supervisor's name? Duane Simpson: Nikiki all the detail you get it in the email OC: Why wont you give me your supervisor's name? Duane Simpson: It is Dinesh N Duane Simpson: Is anything as I can assist you with Today ? OC: I will wait for the file. It must be under 4.5 Meg for me to receive it. OC: can I have the number oif this conversation please? Duane Simpson: Your reference number for this chat session is 4205840. Duane Simpson: Nikki, are you satisfied with the support I have offered you today? OC: No. Duane Simpson: Nikki if you face the problem then you can connect me again and I definitely assist you OC: Why do you think you can definitely assist me later if you can't assist me now? Duane Simpson: Nikki the problem seems to be with the installtion and i Escalate your case to my Supervisor and after receiving the file if you still face the Problem then Please connect to me i definitely help you , however the probelm get resolve OC: OK. Duane Simpson: Is anything as I can assist you with Today ? OC: Apperantly not. Have a good Day, "Duane". Duane Simpson: Thank you Nikki Have a Great day Duane Simpson: Thank you for visiting McAfee Online Support Center. You may receive a survey asking for your comments on this chat experience. Your feedback will help to ensure that I'm providing the highest quality service possible. Your session has ended. You may now close this window. I just know it's going to be a link to the McAfee Spamkiller download portion of the website. Anyone know of a good spamkiller (that isn't Moze)?

03-19-2004, 01:36 PM	#2
wolf lobber of scimitars Join Date: Jul 2001 Location: Phila Burbs Posts: 20,774	I have a sneaking suspicion that "Duane's" real name is Apuhasapimapetalam, based on his misuse of english. You sure he wasn't just a bot? Tech support from Eliza. "Tell me about your mother. __________________ wolf eht htiw og "Conspiracies are the norm, not the exception." --G. Edward Griffin The Creature from Jekyll Island High Priestess of the Church of the Whale Penis

03-22-2004, 10:58 PM	#4
Razorfish Superhero Join Date: Sep 2003 Location: New England Posts: 104	You said your computer is brand new. What manufacturer is it? Quite a few companies often include free trial versions of software when you buy a computer from them. Even if you chose not to install a trial version of Norton it may still have elements in your system registry that acknowlege its presence. Also it is true that Macaffe and Norton products do not cooperate with each other, even if they both have different purposes. As for the tech support, outsourcing is the way of the future it seems. __________________ Mostly lurking

Thread Tools
Show Printable Version Email this Page
Display Modes
Linear Mode Switch to Hybrid Mode Switch to Threaded Mode

03-19-2004, 02:23 PM	#3
russotto Professor Join Date: Jan 2001 Posts: 1,788	Remember, first line tech support people are not technically sentient. They are merely the cheapest interface device to a three-ring binder.

03-23-2004, 08:17 AM	#5
OnyxCougar Junior Master Dwellar Join Date: Mar 2003 Location: Kingdom of Atlantia Posts: 2,979	As I told the guy on the phone, there is no Symantec ot Norton registry key. Norton has never been on the system.

Currently Active Users Viewing This Thread: 1 (0 members and 1 guests)