McAfee apologises for faulty security updateMcAfee pledges to refund consumers for PC repairs
26 April 2010
McAfee has apologised for releasing a faulty antivirus update which froze millions of computers around the world.
The PC security firm has also pledged to reimburse consumers for ‘reasonable expenses’ incurred while grappling with the flawed download.
In a posting on the McAfee Security Insights Blog on Friday, Barry McPherson, McAfee executive vice president of support and customer service wrote:
'As you know, McAfee on Wednesday released a faulty signature update file that caused problems for a number of our customers.
'I want to apologise on behalf of McAfee and say that we’re extremely sorry for any impact the faulty signature update file may have caused you and your organisation.'
Essential Windows file flagged as virus
Last week, McAfee released a standard signature update file designed to update the McAfee protection software running on PCs. Unfortunately, the update wrongly identified the ‘svchost.dll’ file, which is crucial to the running of Windows, as a virus.
As it result, it attempted to quarantine or delete the file. Consequently, many of those who downloaded the update found that their computers either froze or constantly rebooted.
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Mr McPherson said McAfee was implementing additional protocols for any releases that directly impact critical system files in order to prevent the situation happening again.
Consumers to be reimbursed for PC repair costs
After receiving a number of complaints, the company has issued a statement on its website which reads: '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.
'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.'
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