Unsolved
This post is more than 5 years old
3 Posts
0
4745
February 3rd, 2004 14:00
MAJOR problems with Dell and McAfee VirusScan PDA
This is a nightmare that has been going on for nearly two months with no resolution. I received a Dell Axim IIIi as an early Christmas gift. Along with the gift came a co-branded (Dell/McAfee) full version of McAfee Virus Scan PDA. All well and good, except every time I installed the full version of Virus Scan and would get the activation Email, I would get a page saying "You have reached this page either because your device ID is invalid or this software has already been used in this promotion." The Software was new, shipped directly from Dell, with an unbroken seal. So instead, I installed the trial version that came bundled with the Dell install CD. Of course, that expired after 30 days. So again I try installing the full version...same error when trying to activate.
I have been on the phone for literal HOURS with both Dell and McAfee, with each pointing the finger at the other. McAfee says it's a Dell problem, Dell says it's a McAfee problem.
Thank you Dell for supplying useless software to people and charging them for it! The bozos at McAfee say the only to rectify the problem, since I keep getting the Dell error when clicking the activation page, is to fax them my receipt. No receipt..this was a gift. And anyway, it doesn't make sense..if I bought this in a store, I wouldn't have to fax them anything to be able to install it.
I am completely fed up with both Dell and McAfee and will never buy anything from either one again.
twilightzone
3 Posts
0
February 4th, 2004 01:00
No one, huh?
""You have reached this page because your original device ID was invalid
or has already been used for this product promotion. If you need to
reinstall your service, please login with your user name and password."
Dell says it's a McAfee problem, McAfee says it's a Dell problem. I'm a customer caught in the middle for 2 months now, with brand new software that cannot be registered because when I click on the activation email I receive at the email address I enter during the installation, I get the above error.
Thanks for the wonderful support.
AllynKC
186 Posts
0
February 4th, 2004 02:00
This is a user forum. A few Dell moderators are around, but for the most part it's customers assisting customers. To get assistance directly from Dell, you use either the phone or email, which it sounds like you've already suffered dealing with those routes. Unfortuneately, if no one else has experienced a similar problem, chances are that no one in here will be able to assist.
The problem sounds like a potential pirating issue. Not by you, but by someone else who guessed or calculated a valid support code and already registered using your code. This is likely the reason that McAfee wants a faxed copy of the receipt. I realize it was a gift, but talk to whomever gave the gift and see if they can either locate the receipt or the credit card statement. If they don't have either, have them request a copy of the receipt from Dell.
twilightzone
3 Posts
0
February 4th, 2004 10:00
Actually, the reason they want a copy of the receipt is, I can install the trial version with no problem. The activation link works. They're offering to extend the trial version to 1 year if I can provide proof of purchase. This is understandable, but does nothing to address the problem itself.
I know what the problem is...Dell's software is looking for a Dell Axim 5, not an Axim 3. This is evidenced by the activation email : "Dear Dell Axim 5 Owner,......" So when it sees a device ID for a 3 instead, it's producing an error instead. Trying to get either Dell or McAfee to understand this is like trying to stuff the ocean into a jar. Both are responsible, because both names are on the product.
I realize this is not the right forum, but trust me, after 2 months of trying every route possible, you would be at your wit's end also.
At this point, I've decide that the best possible route is to throw away the VirusScan CD, stop attempting to get this problem resolved, get on with life and buy anything but a Dell next time around.