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!