Disappointed with WSA support

In my case,

Your Message (Oct 18, 2013 13:43)
Webroot Support (Oct 22, 2013 22:09)
Your Message (Oct 23, 2013 7:43)
Webroot Support (Oct 23, 2013 15:35)

 

Received communication from Webroot today to tell me the work on deleting an account had been done. Thing is I discovered the account had been deleted 3 days ago, and I promptly created a new account there and then.

If I hadn't checked and done it myself, I'd have been waiting almost a week to be told the job had been done and it was okay to go ahead to create a new account!

 

Yes, although I haven’t had an experience as slow as yours, I have found Webroot Support’s response somewhat sluggish compared with Prevx of old. Then again, Prevx set a benchmark that is almost impossible to rival (the last time I contacted Prevx Support, in 2011, their reponse time was less than 90 minutes! And if I remember, that was something like 5 or 6am British time).

 

They are still quick IMO but the client user-base is over 30 million now, I don't really know how many Prevx had but the numbers keep going higher and I would assume increases in support staff?

TH

 

Interesting. Out of curiosity, do you or does anyone else have any idea how much Webroot's client base has increased since the release of SecureAnywhere in, was it Sept?Oct? 2011? If possible, excluding the Prevx client base migrated over to Webroot.

 

Don't fuel the troll . Its rather clear since years that the user just like to target some products with constructive comments (i.e. its rubbish, WTF, pieace of junk and the like) mainly on a triad of products that includes ESET, WSA and HitmanPro. At this point its just another probably sponsored Cladiou to add to the ignore list. Close and out.

 

According to Kit:
Early 2009, ~5M.
Pre-WSA dropped as low as 3.something million.

 

@Techfox

2009: ±5m
2011: 3 to 4m
Oct 2013: 30m

If your figures are correct, that's INCREDIBLE. Can someone from Webroot confirm this?

 

Hmm interesting, I'm also curious to know how large the migrated Prevx client base was.

 

I started using Prevx as soon as it arrived on the scene in the UK, the support staff at that time outnumbered the clients. However if you had a problem they would actually call at your place of work/home with tea and cakes which was nice

 

I never had that experience lol. Evidently I arrived too late on the scene for that .

 

Right. I just got annoyed.

 

That's very impressive.

 

Yeah, but I feel a bit naffed that I missed out on the tea and cakes .

 

The support of Webroot actually called my cell phone for a 30 minute support session once. It was free of course, and must've cost Webroot _a lot_ of money since it was overseas (or maybe they're using Skype?). Anyway, I have nothing bad to say about support.

 

My own experience with Webroot Support has been quite excellent. I had a small issue a few days ago, and on my support ticket I mentioned that I do not need to be contacted back. I still heard back within an hour and the problem fixed.

Those user numbers are quite impressive. I don't know what the user base was before but I am guessing the user base continues to rise steadily. Especially as more and more people become aware of the unique way that WSA works.

 

Yeah me too. We should ask them for a late tea party.

 

Webroot Support has helped on a few occasions with remote control access to my pc. They got their own tool for that. I just sat back while the engineer sorted out the problem and solved it. When problem is minor, primarily they ask for logs from the tools they provide. If the problem is any more complex, I ask them to remotely access my pc. They happily do that. They also got tools to revive pc if it crashes and not possible to access. Some good support memories.

 

I have had nothing but excellent support both in terms of the occasional time when they have needed to connect to investigate an issue more deeply (and then provide a solution) and in terms of prompt & useful responses to support tickets logged (not that I have had to log many I might add).

All in all one of the best customer service/support outfits out there...if not the best IMHO.

 

I purchased WSA antivirus from Walmart several years ago, when I first noticed it on their shelves. Everything was great for about 6 months. Then I received a notice from Webroot that I needed to renew my "1 year subscription", as it had expired. My license was only about 6 months old.

I contacted support. They replied, saying my license came from Walmart, and they had been noticing authenticity problems with Walmart's WSA packages. They then said I needed to send them a copy of my Walmart receipt.

I seriously doubt that I'd be able to locate such a minor six-month-old Walmart receipt. Since I'm sure it was paid for using a credit card, I could probably have obtained verification from American Express. But then, I have this aversion to doing business with those that imply that I'm a thief.

WSA may be a great security tool, but I wouldn't give you a plugged nickel for Webroot as a corporation. Support, for me, was non-existent and rude. I can't speak for how it would be for others.

 

I imagine they were looking for your receipt to try to track down the authenticity issues on the backend - our system would be able to show that your keycode is valid so we shouldn't be skeptical of you having a legitimate copy. If you wouldn't mind, could you PM me your email address so that I can see what was prompting the suspicion on our side? I'll make sure our support team isn't questioning customers without good reason (and I dispose of my Walmart receipts as soon as I leave the building, so six months would most certainly be an excessive expectation).

Thanks!

 

seems like they are coming out of the woodworks now, no doubt the people at the top are well intentioned, but frankly it isn't translating downwards. I still remain of the view that support is poor.

 

One complaint is "coming out of the woodwork"?

*Falls over laughing*

 

joe if you remember the one key i had that was bad we spoke of via pm's was also bought at wal mart. i wonder if this had anything to do with that. i ended up getting a refund. but that key was already dead right out of the box. i never will nor have i bought ANY software from wal mart again i only bought this one because it was clearanced out very cheap.

 

@ volvic: you clearly haven't contacted webroot support personally. I have asked a lot of technical questions, and i always had a detailed, yet easy to understand answer. The Threat Research Team works 24/7, their response time is usually about 30 min.

From personal experience, and my buddies' experience, i can say webroot support could hardly be any better