- Report: #291152
Complaint Review: Webroot - Boulder Colorado
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Webroot
2560 55th Street Boulder, 80301 Colorado, U.S.A.
Phone:
866-612-4227
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Webroot Webroot's Lack of Customer Support Boulder Colorado
On December 2, 2007 at 10:55 am, I sent the following message to Webroot customer support:
Troj/Dloadr-AYQ and Mal/Emogen-G are listed in the Quarantine among the items that can no longer harm my computer yet everytime I have Webroot perform a Full Sweep, Troj/Dloadr-AYQ and Mal/Emogen-G are listed as Quarantine Failed and ignored and are not found in the online database.
Have Troj/Dloadr-AYQ and Mal/Emogen-G been quarantined as the Quarantine indicates or are they still threats to my computer as everything else would seem to indicate?
If Troj/Dloadr-AYQ and Mal/Emogen-G are still threats, how do I rid the computer of them?
On December 2, 2007 at 10:55 am, an auto-response was sent:
Title: Preventing Webroot Anti-Virus or Spy Sweeper from quarantining a particular item
Link: http://webroot.custhelp.com/cgi-bin/webroot.cfg/php/enduser/popup_adp.php?p_faqid=449&p_created=1189113309
Title: Webroot Anti-Virus or Spy Sweeper sweep does not finish
Link: http://webroot.custhelp.com/cgi-bin/webroot.cfg/php/enduser/popup_adp.php?p_faqid=416&p_created=1189028570
Title: Webroot Anti-Virus or Spy Sweeper's first few sweeps may be slower
Link: http://webroot.custhelp.com/cgi-bin/webroot.cfg/php/enduser/popup_adp.php?p_faqid=380&p_created=1188941478
Title: How often to run a sweep
Link: http://webroot.custhelp.com/cgi-bin/webroot.cfg/php/enduser/popup_adp.php?p_faqid=457&p_created=1189115762
Title: Excluding files from being swept by Webroot Anti-Virus or Spy Sweeper
Link: http://webroot.custhelp.com/cgi-bin/webroot.cfg/php/enduser/popup_adp.php?p_faqid=448&p_created=1189113040
Apart from this auto-response that in no way addressed my situation, no support has been provided to answer my inquiries. Instead, I received a "Customer Support Feedback" email from [email protected] on December 5, 2007 containing the following message:
Thank you for contacting Webroot Customer Support!
Webroot is committed to delivering the highest-level of service and we would like to hear from you! Please take a moment to answer a few brief questions regarding your experience by clicking on the link below:
Click here to take this survey.
Thank you for taking the time to provide us with your feedback.
Regards-
Webroot Customer Support
After having provided disapproving responses for the questions asked, I resent my inquiry to the "Webroot Customer Support" on December 8, 2007 only to receive no response at all until December 11, 2007 when I received the second "Customer Support Feedback" email identical to the first. When I clicked on the link to provide another disapproving reply, the "Online Customer Support" page it took me to simply acknowledged:
Survey Previously Submitted
Thank you for your response. Your input is appreciated.
Thus far, this is the nature of Webroot's "customer support" pertaining to its purchased software and its current failure to protect my computer from viruses. As their customer support hours conflict with my schedule for being able to call them, I can only communicate with them via their site and email, resulting in the above presented situation.
Gene
Seattle, Washington
U.S.A.
Troj/Dloadr-AYQ and Mal/Emogen-G are listed in the Quarantine among the items that can no longer harm my computer yet everytime I have Webroot perform a Full Sweep, Troj/Dloadr-AYQ and Mal/Emogen-G are listed as Quarantine Failed and ignored and are not found in the online database.
Have Troj/Dloadr-AYQ and Mal/Emogen-G been quarantined as the Quarantine indicates or are they still threats to my computer as everything else would seem to indicate?
If Troj/Dloadr-AYQ and Mal/Emogen-G are still threats, how do I rid the computer of them?
On December 2, 2007 at 10:55 am, an auto-response was sent:
Title: Preventing Webroot Anti-Virus or Spy Sweeper from quarantining a particular item
Link: http://webroot.custhelp.com/cgi-bin/webroot.cfg/php/enduser/popup_adp.php?p_faqid=449&p_created=1189113309
Title: Webroot Anti-Virus or Spy Sweeper sweep does not finish
Link: http://webroot.custhelp.com/cgi-bin/webroot.cfg/php/enduser/popup_adp.php?p_faqid=416&p_created=1189028570
Title: Webroot Anti-Virus or Spy Sweeper's first few sweeps may be slower
Link: http://webroot.custhelp.com/cgi-bin/webroot.cfg/php/enduser/popup_adp.php?p_faqid=380&p_created=1188941478
Title: How often to run a sweep
Link: http://webroot.custhelp.com/cgi-bin/webroot.cfg/php/enduser/popup_adp.php?p_faqid=457&p_created=1189115762
Title: Excluding files from being swept by Webroot Anti-Virus or Spy Sweeper
Link: http://webroot.custhelp.com/cgi-bin/webroot.cfg/php/enduser/popup_adp.php?p_faqid=448&p_created=1189113040
Apart from this auto-response that in no way addressed my situation, no support has been provided to answer my inquiries. Instead, I received a "Customer Support Feedback" email from [email protected] on December 5, 2007 containing the following message:
Thank you for contacting Webroot Customer Support!
Webroot is committed to delivering the highest-level of service and we would like to hear from you! Please take a moment to answer a few brief questions regarding your experience by clicking on the link below:
Click here to take this survey.
Thank you for taking the time to provide us with your feedback.
Regards-
Webroot Customer Support
After having provided disapproving responses for the questions asked, I resent my inquiry to the "Webroot Customer Support" on December 8, 2007 only to receive no response at all until December 11, 2007 when I received the second "Customer Support Feedback" email identical to the first. When I clicked on the link to provide another disapproving reply, the "Online Customer Support" page it took me to simply acknowledged:
Survey Previously Submitted
Thank you for your response. Your input is appreciated.
Thus far, this is the nature of Webroot's "customer support" pertaining to its purchased software and its current failure to protect my computer from viruses. As their customer support hours conflict with my schedule for being able to call them, I can only communicate with them via their site and email, resulting in the above presented situation.
Gene
Seattle, Washington
U.S.A.
2 Updates & Rebuttals
Sally Jones
Jonesboro,Other,
USA
PLEASE put Jack, BACK (in the box)!!
#2Consumer Comment
Fri, August 13, 2010
What Jack said is 100%, to use his phrase... "INCORRECT"!! I have been a long time Webroot customer and truly enjoyed their product. Each year I found it has gotten worse and worse. This year with the release of "Webroot Internet Security Complete" it has been the worst.
Now to give Jack credit, I don't know what kind of support I would receive from the technicians if I could ever get through. After being on hold for over ONE HUNDRED hours, I still have never been able to get through!
At a cost of $79.95, (http://www.webroot.com/En_US/consumer-products-internet-security-complete.html) I don't feel I should have to pay for Technical support, when the product has failed right from the start!! Which is what I faced. I have sent unanswered emails, and have tried calling many, many times.
Please try this for yourself. The numbers are: For sales: 866 612-4268 The Tech support number I had is: 866 612-4227, and just now I tried the number Jack provided. 866 914-5851. I put my phone on speaker, and wait, and wait, and wait some more. Each time after being on hold a very long time, the call gets dropped.
To prove this, just call the 4227 number. You will get an automated answer, which will state the estimated hold time. Such as: in more than 1 1/2 hours. I have tried this throughout the day, and throughout the week. It does not matter the time or day of week.
In closing, I ask that you do a Google search of Webroot's rating. At the very high price being charged; with no Tech support for a product that is rated fair at best, why anyone would want such a program is beyond me. I have dropped mine!
I hope you find this helpful. Again I say, just try calling the numbers. If you can't get Tech support, what good is the product?
PS. Jack: You may indeed, " We wouldn't be involved in the tech support business if we didn't love solving problems!" On the other hand, some of us would rather NOT have these problem to solve!! To those who do: By all means get the WEBROOT PROBLEMS! They are the best!!
Jack
United States of AmericaIncorrect.
#3UPDATE Employee
Mon, March 15, 2010
While Webroot doesn't sign my paychecks, I'm a support professional servicing Webroot customers, and I can indeed verify that Webroot has an exemplary standard of customer support.
Webroot offers two kinds of support. They have a free daily support line you can call, and they have 24-hour Premium Support. Using the Premium services, a certified agent will actually connect to your computer and fix the problems for you. It's a little tougher to get things done with free support, but it is there, and it does solve problems.
| Free Phone Support |
M-F 7am 6pm MST |
24x7 | Call 866-914-5851 |
Premium support agents will not allow a problem to go unresolved. My customers are happy customers. We wouldn't be involved in the tech support business if we didn't love solving problems!
