Wednesday, March 18, 2009

I am So Furious I am Bordering On Mad

DO YOU HAVE WEBROOT SPYSWEEPER AND ANTIVIRUS? If so read this post.

Wonder how many weird hits I will get from that title. I am on a soapbox so be warned before you read any further. I think this might be a lengthy post! Have you ever had one of those days that it would have been better not getting out of bed? When life throws me lemons I really try to make lemonade out of the situation, but sometimes you just can't.

Well my computer is back in the repair shop this evening. It is very ill. It contacted a virus so all of you out there in cyber land be warned there is a virus called Spyware Protection 2009. Very nasty dude! Anyway I just had Webroot Spysweeper and Antivirus put on my computer exactly 1 week ago at the repair shop and today it didn't even notify me that my computer was being hijacked. Now I am not saying the Webroot is not a good product, because I understand you can get a virus at the drop of a hat, but what I am truly angry about is their customer service and support. When I called I was on hold for 20 plus minutes. Then when I finally go to talk to someone she told me there was nothing they really could do unless I wanted to pay to have it removed, which after just shelling out 500.00 last week in repairs I wasn't too receptive to that idea as it would have been another 100.00 on top of what I already had spent. We talked on for a few minutes and she told me for only 29.95 they could remotely access my computer and take the files they needed and then in 3 or 4 days send me an email to let me know what I needed to do to get rid of the nastly little critter. I at this point asked to talk to a manager. Guess what? Webroot has NO managers available. Nope, not one! I was then sent to a voice mail, I left my message for them to call me back and that was now 5 hours ago. I pushed the button for further instructions and was promtly cut off. I called back again with another 20 plus minutes to wait before being answered. This time after talking to the girl for 7 min explaining what was going on she said well I need you to make up your mind what you are going to do because I can't stay on the phone with you forever. Now let me tell you talk about blood pressure boiling. I said you listen to me young lady. I just spent 500.00 0n my computer of which 150.00 of that was for your software and installation of such and I spent over 40 minutes on hold and now you are telling me after 7 minutes you can't spend anymore time with me? I was told no unless I wanted to pay for services, so I said yes connect me to that department. When they connected me I talked to another gal (this is now the 3rd one) and explained to her what had happened and then asked if I could talk to a manager. She actually found a manager,but I might just as well have not talked to one for all the good he did. He told me for a mere 99.95 they could remote access my computer and remove the culprit, however (don't you just love that word?) They couldn't possible do it until tomorrow. I told him so you are going to take my money and I am to trust that you are going to call me back SOMETIME tomorrow and fix my computer. He confirmed that was right. I told him I wasn't available now until Saturday. He told me they only have 7 techs. Now mind you this company sells software worldwide and they ONLY have 7 techs to take care of problems?????? Something is not right here! Says they don't have that many problems, but now remember it took 2 phone calls with a combined hold time of 40 plus minutes????? Anyway I told him NO DICE! If I was going to have to pay someone to fix my computer I might just as well have it done locally where I could at least talk to someone in person. I then called the company who worked on my computer and took it back to them this evening and guess what? They are fixing it at no charge.

So be warned if you have WEBROOT they have absolutely no customer service skills, only if you are paying for them... They have NO managers unless you are in the "Pay" que and they only HAVE 7 technicians working for them according to the manager. I plan to persue this and have them reimburse me for the cost of the software and installation and now removal of their product. I will take my chances with a free antivirus program. I don't think I could do any worse and at least with them I would know in advance there is NO support!

By the way My hubby was on other phone listening to this conversation and he just couldn't believe it!

12 comments:

joey said...

Oh Sally I feel your fury, I have been the same these past few days over our washing machine and a top store (supposedly) I hope the other comany manage to fix the problems for you and hope you manage to get reimbursed for all that payout, what a joke!. Joey.xxx

kaz_za's crafty corner said...

omg sally
i can not beleive it... what a horrible company...!!! i can not beleive they have done this to you... glad your local repair man is going to do this for you ... and for nothing... bonus..!!! lets hope its home and safe soon...
kaz_za

Kim Dellow said...

Oh boy what a mare! How frustrating. Glad you are able to get it sorted though.
Kim

purplestamper316 said...

I recently had trouble with my computer too- probably not the same culprit but just as frustrating! Fortunately I have a super-techie in my circle of friends who fixed it for me- high schoolers are the best!!!! Hope it's all good from here on out :) <><

Pinklilac said...

Wow Sally what day you have had and I bet your still mad, thank god for your repair man and I do hope your com is better soon.
Hugs Linda

Bev said...

Oh you poor thing - too right you should pursue it, and also email them a link to this post, the robbing useless so and so's!!!! I use Avast - a freebie and am delighted with it, far better than any pay for product that I have used!!!

Cathy said...

Oh Sally, Don't know if I should say this or not, but I have Web Root and I don't have a problem with them at all. I think what is saving me is that I still have a warranty on my 2 1/2 year old computer and having a contract with Best Buy/Web Root. Best Buy has to fix my computer no matter whether it is a virus or software problem. Best Buy stated if I get a virus or anything and have there software/Web Root they have to remove or fix my computer. So you better believe I made them keep there word and fix my computer about a month ago. Granted they had it for 5 days, but it come back like new. And also, BLOGS aren't the best places to go without good protection. I could download one of your cards to case and a virus could attach itsself to your picture and now I have a virus and I know you aren't attaching a virus with your cards for me to infect my computer. So really you need good protection. Sorry so long of a post and I really do feel for you, I been there and did that a month ago. Good luck to you and your computer.

Emma said...

What a nightmare...hope you get it all sorted.
If I had given that kind of customer service in my job I would have been sacked...totally disgraceful to say the least.
I had trouble with my washing machine and the ignorant pig on the phone told me he was there to tell mehow it was and not what I wanted to hear...suprise they didn't have any managers avail either!!!
Emma x

Jilly said...

Wow Sally that is disgraceful. I use avast antivirus that is a free download and touch wood I haven't had any problems. I had more problems with paid for antivirus than i have had with the freebies so I think the old saying 'you get what you pay for' is rubbish where antivirus is concerned. Hope it's all sorted for you soon and you can get back to blogging happily

Chrissy D said...

I am so sorry you are going through all that you are! How frustrating!!! I am praying for you my friend. I noticed you have been quiet in between my busy-ness. Rest in the LORD - enjoy some quiet time with Him. (((HUGS)))

Marcea said...

so sorry to hear of all the problems Sally - hope it is resolved soon
-x-

thread-bare said...

Sally I can't believe a company that sells worldwide can behave like this. I use a free download called AVG & have been using it for 5 years now. I think an email & a threat of taking it further is definately called for xx