Jeff's Professional Side

A few weeks ago, my wife reported that the McAfee VirusScan and Personal Firewall products I had installed on her laptop were sometimes displaying ads for other McAfee products when she logged in. It just happened to me — I turned on her Windows laptop to play some music from iTunes through our Airport Express while ironing my clothes for the day. Right there above the clock and the big red “M” McAfee SecurityCenter icon, there was an ad urging me to buy McAfee SiteAdvisor.

I paid for these McAfee products — as somebody who works in the commercial software industry, I am very conscientious about not “[crap]ping in my own barn” as rdk puts it. I can understand the installer telling me about other McAfee / NAI products while I’m waiting — that’s prime captive audience time, and I think it’s fine and smart to take advantage of it. Once the products are installed, though, they should stay in the background and remind me as little as possible of their presence. They should not display unsolicited ads during normal use.

Yeah, I’m a little steamed about this. I opened an online support chat session from McAfee’s web site. Here’s how it went.

i>Please wait while we find a technician to assist you…
You have been connected to Mark King.
Mark King: Hello Jeff, thank you for contacting McAfee Online Support Center.
Mark King: Your reference number for this chat session is 19016024.
Mark King: How can I assist you with your McAfee software today?
Jeff G: Hi Mark, I have a problem with
Jeff G: VirusScan 10 popping up ads in the system tray
Mark King: Hi, Jeff.
Jeff G: I think it must be a bug since I’m using the full, paid, licensed version, not a free ad-supported edition or anything.
Jeff G: It keeps trying to sell me SiteAdvisor or something like that
Mark King: Jeff, I understand that you receive popu-ups for advertisements. Am I correct?
Jeff G: Yes. They appear at the bottom right part of the screen right over the clock and the McAfee “M” system tray icon.
Mark King: Thank you for the confirmation.
Mark King: Since when are you experiencing this particular issue?
Jeff G: Today is the first time I have seen it myself. My wife reported it to me several weeks ago.
Mark King: SiteAdvisor is a part of the McAfee software.
Jeff G: It usually happens right after logging in to Windows
Mark King: Okay.
Jeff G: I understand that, but it’s not a part that I have installed. It’s as if your software is trying to upsell me on your other products.
Mark King: Right.
Mark King: In this case your system might have been infected by a Spyware, so in this case you can scan your system by the VirusScan software.
Jeff G: Does McAfee make spyware then?
Jeff G: I understand that your product is probably engineered to display the ads that I am seeing.
Jeff G: I don’t mean to give you a hard time about it, but I think that’s really in poor taste since I paid for a virus scanner and host firewall, not an ad agent.
Mark King: No, it’s just an advertisement, promotional ad’s.
Jeff G: So it’s adware?
Mark King: May be.
Jeff G: And I had to pay for it?
Mark King: No.
Mark King: If you wish to, you can do that directly from the McAfee website or call our Customer Service department.
Jeff G: I can do what through those venues?
Mark King: You can scan your system for the same and ideally your issue should be resolved.
Jeff G: Will VirusScan stop trying to sell me SiteAdvisor if I just scan my system?
Mark King: No, we can also make some setting changes.
Jeff G: Can you make those changes in the default installation so that I won’t see ads on future systems where I buy and install VirusScan and Personal Firewall?
Jeff G: Otherwise I’m thinking of buying a different AV and firewall solution next time.
Jeff G: I know you’re the support guy and you take a lot of abuse
Jeff G: But can you open a bug that somebody in engineering and maybe product management will see so they’ll know I’m not happy about the situation?
Mark King: You can just scan your system and once the Spyware is removed ideally you shouldn’t experience the same.
Jeff G: So now we’re back to the ads for SiteAdvisor being displayed by spyware?
Mark King: Yes.
Jeff G: Does that mean that McAfee / NAI is placing ads with agencies that use spyware as a delivery vehicle? Wouldn’t that create a huge conflict of interest, since you also sell an anti-spyware product?
Mark King: Because only if you log on to the McAfee software you get this ad just once.
Jeff G: Once every time I log in to Windows?
Mark King: This is a case of a Spyware which might be infecting your system.
Jeff G: I don’t think you understand what I’m getting at, Mark.
Mark King: Yes, I did, Jeff.
Jeff G: I am fairly convinced that it’s your software that is displaying these ads trying to sell me more of your software.
Mark King: Okay.
Jeff G: Again, I don’t want to give you a hard time, but it’s silly for me to pay for this stuff and just have it show me ads urging me to buy its sibling products.
Jeff G: Maybe during the installer while I’m waiting, but not on a day-to-day basis.
Mark King: Yes, I understand your issue, and it seems that your system might be infected by a Spyware, that is the reason for these many ad’s.
Jeff G: Why would spyware be trying to sell me McAfee products?
Mark King: Spyware is not trying to sell you anything. It is a kind of suspicious object in your system, which creates all sorts of nuisance.
Jeff G: I’m really being sarcastic. I know that it’s your product displaying the ads, and I’m pissed about it.
Mark King: It displayes all sorts of ad’s and distracts your attention.
Jeff G: I’m sorry that you’re the guy hearing about it, but those are the facts.
Mark King: So just scan your system for the Spyware and your issue should be resolved, bu itself.
Mark King: By#.
Jeff G: Thanks. Have a good day.
Mark King: Is there anything else that I can do to assist you with your McAfee products today?
Jeff G: I don’t think so, but thanks.
Mark King: Thank you for visiting McAfee Online Support Center. Take care and have a wonderful day ahead, Jeff.

Geeky, Rants, Software