STOPzilla
Boca Raton,#2UPDATE Employee ..inside information
Fri, July 05, 2013
I am sorry to hear that you have had this experience. While Ben seems to have handled your problem well, STOPzilla still apologizes for the situation. Thank you for your input; we aspire to improve our customer experience each day.
STOPzilla has been relentless in improving the quality of our software, and in the last two years we earned excellent marks from independent groups like West Coast Labs and OPSWAT for the superior detection rate of our product.
Our tech support line never has and never will be outsourced. We house a purely US-based support staff and have been doing so since the company's inception.
Again, I apologize that you had a bad experience, and we hate to lose you as a customer. If there is anything we can do to keep you protected, feel free to call on us at 1-888-522-2005.
mrmeyerhofer
Muncie,#3Author of original report
Mon, October 01, 2012
Last week, I spoke with Ben from Stopzilla who agreed to send me the $30 rebate. He was very pleasant and helpful and I'm glad to finally have this resolved. He seems to share some of my concerns, as well, and promised to contact the reps who had previously given me bad information. He also asked me to post this update, which I'm happy to do.
To be honest, despite being relieved that this has finally been resolved, I'm still somewhat troubled by the fact that my case was so poorly handled by so many previous reps. I would respectfully conclude that while Stopzilla eventually resolved the situation and did the right thing, it's quite troubling that the only way I could get satisfaction was to make this case public on the internet.
I should add that I also attempted to contact Stopzilla via Facebook; today, another unnamed rep (NOT Ben) also contacted me and asked that I take down my report because it was "borderline libelous." I'll withdraw and apologize for the "substandard product" and "scam" portions of my complaint and concede the possibility that we could be in error or that my experience with the actual Stopzilla software could have been unusual.
I have decided not to remove the entire report, though, because despite the VERY positive and professional way in which Ben handled the situation, there are remain around five reps who made critical errors: 1) whichever rep did not cancel my account when prompted, 2) whomever didn't send me the rebate, 3) the rep who refunded the renewal fee but insisted that I needed a supervisor to call me back regarding the rebate, 4) possibly the actual supervisor who didn't call me back, and of course, 5) the rep who said flat-out that I couldn't get the rebate anymore, "There's nothing I can do," etc.
I'll stress once again that Ben handled the situation extremely well. I would just respectfully ask Stopzilla to consider what would have happened if I hadn't told my story on Rip Off Report, and how to avoid having this kind of situation happen again to another customer.