Complaint Review: Awareness Technologies - Los Angeles California

I purchased WebWatcher software, from Awareness Technologies, in 2008. In addition to the $97.00 for the software, the website recommended that I purchase the "Backup CD" and the "Unlimited Update Package". All total, it cost $153.00 but I figured it was great software (I had used it for,  and recommended it to clients) and my family deserved excellent protection.

I have learned that Awareness Technologies is not supporting the software I purchased. There was no communication from the company, the software is just no longer functional. I had to learn this when I was reinstalling the OS on my family computer. I have no idea how long our computer had been unprotected, and what my children have been exposed to during that time.

The "Unlimited Update Package" was blatantly misleading--it's only unlimited for a year, which was not clearly stated in 2008 (it is more clear on the current web page).

The "Backup CD" that I purchased is a complete fraud. The shopping cart page, as you check out, contained the following text (which is not on the new webpage):

 "We strongly recommend you add the Backup CD to your cart in the event that you ever need to reinstall your software or move it to another computer."

 The CD actually contains 102kb of nothing useful -- an AutoRun.exe application an HTML file some images and a CSS file. Essentially, the "Backup CD" only opens your web browser and takes you to the WebWatcher homepage. No WebWatcher application.

I logged on to my WebWatcher personal account to try to resolve this problem, because my copy of WebWatcher 5 has valid upgrades until 01/03/2010. I figured I could just download it and reinstall and be done. Not the case.

Even though I have upgrades until 01/03/2010 my software license has somehow expired. I submitted a support ticket and got the same response -- my license has expired, and they even included a handy link to purchase the new version.

I was not satisfied with that so I tried to call the 800-340-6867 support line and talk to someone. Not possible, unless you have paid another $29.95 for the "VIP Customer Service" option you can't talk to a live person.

My only option was to try through the live chat support (which is obviously based in India, or some other Asian country). I spent 2 and a-half hours typing back and forth with a customer support rep who had no power or authority to do anything to solve my problem. He continually recommended that I purchase the upgraded software -- which is not an acceptable solution. Ultimately he recommended that I submit another support ticket from my WebWatcher account. You can imagine how frustrated I was at that point.

So that is where I am now. Waiting to hear from another support agent about another support ticket. This is not acceptable.

Awareness Technologies
4640 Admiralty Way suite 1010
Los Angeles, California 90292

http://www.webwatchernow.com/
http://awarenesstechnologies.com/

I want a refund of the total purchase price for the software that I purchased. I also want all customers who purchased the "Backup CD", and those who have had their services terminated without warning, to have their services renewed at Awareness Technologies expense, and/or to have the software purchase price refunded if they choose.