So I wrote into Webroot Support...

Discussion in 'Prevx Releases' started by STV0726, Mar 5, 2012.

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  1. STV0726

    STV0726 Registered Member

    Jul 29, 2010
    ...actually, I've been writing into Webroot Support for months now.

    I know I'm not the first to complain, and I hate to say yet another negative thing, but it really does seem response time is slower.

    Beyond that, support personnel give weird, often out-of-context answers. This NEVER used to happen with Prevx Support.

    I brushed it off the first few times but I'm starting to get frustrated. I asked them a question and explained thoroughly what I wanted to do (merge two licenses) and the person replied with a generic sounding answer that wasn't helpful at all.

    I am interested in merging two licenses but I need to know if I will get my full 365 days I'm entitled to in doing that or if it will use the number of days on the existing license. The support inbox people seemed clueless as to the fact that licenses could be merged, as they seemed to ignore that I mentioned merging at all and instead replied informing me that license keys have days attached to them - uh... I know that.

    I wrote back and restated my question, informing them they did not answer what I was really asking. They immediately responded this time, telling me to contact their sales department. :(

    So just to be clear...this post is about issues with support since I'm not the first to experience this. My issues I was expressing about import/export are being handled in the other, prior thread.

    I feel bad that good sir Joe has to do all the work as the quality of the support staff seems to be fading.

    P.S. When I asked them how to transer settings to another computer without messing up the license, they responded oblivious the fact the license info is contained in exported cfgs and gave me a generic answer to import settings. They don't seem that informed like the original Prevx Support staff did.
  2. PrevxHelp

    PrevxHelp Former Prevx Moderator

    Sep 14, 2008
    It's because licenses can't normally be merged. That is something we can possibly do in a one-off scenario if there is absolutely no other workaround (note that we have never had to do it). We also don't usually have customers trying to import settings on different licenses so they may not know to abort the subsequent scan to prevent it from associating the PC on the license.
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