Webroot Customer Service

User Reviews, Ratings and Comments



Webroot customer service is ranked #159 out of the 946 companies that have a CustomerServiceScoreboard.com rating with an overall score of 49.64 out of a possible 200 based upon 22 ratings. This score rates Webroot customer service and customer support as Disappointing.

NEGATIVE Comments

19 Negative Comments out of 22 Total Comments is 86.36%.

POSITIVE Comments

3 Positive Comments out of 22 Total Comments is 13.64%.

Issue Resolution

Reachability

Cancellation

Friendliness

Product Knowledge

Disappointing Overall Customer Service Rating

  • Webroot

    Customer Service Scoreboard

    • 49.64 Overall Rating
      (out of 200 possible)
    • 19 negative comments (86.36%)
    • 3 positive comments (13.64%)
    • 0 employee comments
    • Attribute Ratings
      (out of 10 possible)
    • 3.7 Issue Resolution
    • 2.8 Reachability
    • 3.2 Cancellation
    • 3.9 Friendliness
    • 4.4 Product Knowledge

Add your review!

Posted by JohnM.


Really horrible customer service today by a man who treated me (much like the comment below) that I was bothering him in the middle of a nap, and also long pauses ---making me feeling stupid to have to keep asking him questions just to have the man talk to me. When he would speak, he would say about 3 or 4 words, in a rude tone of voice: "i don't know, you'll probably have to take it in somewhere." (even though it was clearly a simple webroot problem) Me: "Well, could you transfer me to a different agent? Your not very helpful." Him: (big scoff) "there just going to tell you the same thing." Surprise, surprise, the man just hung up on me, and I had call back and wait 20 minutes again to talk to another man who, while not provided much help, at least treated me like a human being and didn't make me want to tear my hair out in frustration. Does webfoot not provide some sort of customer service skills training?

I'm not asking for much. I just want to be spoken to respectfully, and webroot technical support sorely disappoints.

Posted by FRUSTRATED BEYOND BELIEF


A COMPLETE AND UTTER NIGHTMARE

I was so excited to get this anti-virus software. I did all my research, read all the reviews, including the one on PCMag which gave Webroot its Editor's Choice Award. Then, the minute I downloaded this software, the nightmare began.

Let me begin by saying that I wish I could crawl into a time machine and set the dial for the exact moment in time prior to my purchase of Webroot. Barring this, no other way exists for me to ever retrieve the wasted hours of my life I spent dealing with this program -- not to mention the time I am now spending writing this magnum opus painstakingly detailing my nightmarish journey. That time is gone forever. The only thing I can do is warn others of my experience. Hopefully someone will benefit from my pain.

I strongly caution anyone against purchasing this program unless you have an extremely strong constitution coupled with the patience of Mother Theresa. If that is you, I wish you Godspeed. Just don't neglect to gird your loins in preparation for the uphill battle that awaits you.

COMPUTER SLOWDOWNS AND FREQUENT CRASHES: Not long after downloading this program, my computer slowed down, and I noticed delays between my keyboard and mouse and my computer. My computer kept freezing up and I could not unfreeze it via the task manager because the cursor was frozen, as well, so I had to perform hard shutdowns. Then I would reboot my computer and the same thing would happen again. Although my computer (six years old) would occasionally freeze or stop responding, after downloading Webroot, the change was profound. It was happening so often I could get nothing done.

WEBROOT'S RESPONSE: I called Webroot and spoke to an extremely surly tech who sounded like I had just awoken him from a nap. I had to ask him to speak up because he spoke in a barely audible mumble that clearly conveyed I was inconveniencing him by my call. My questions would be met by absolute silence -- not just the brief pause one would expect from someone preparing to deliver a thoughtful response -- but more like the Silence of the Lambs - silences so profound and prolonged that I was forced to ask him if he were still on the line. He told me Webroot wasn't the cause and that it must be my computer. Following my conversation with him, I did some online research and found lots of reviews by people who reported the same issue, so it couldn't have just been my computer out of millions. Too bad I hadn't done that beforehand, instead of relying on the "experts."

FAILED TO BLOCK MALICIOUS PROGRAM FROM DOWNLOADING ONTO MY COMPUTER: I went to a website that had free software and accidently downloaded a program that turned out to be malware. I didn't intend to download this program. I may have inadvertently clicked on something. I don't know. But somehow it began downloading and running on my computer and I couldn't stop it. I went to the control panel and attempted to delete the program, but it would not let me do so. Instead, it would ask me if I would allow it to make changes to my computer. I was forced to say yes hoping the "changes" it intended to make were to uninstall it, but of course that wasn't the case. It probably just downloaded more crap and poured more and more malicious code onto my system. Now, mind you, all this it did WITHOUT SO MUCH AS A MURMUR OF PROTEST FROM WEBROOT!! Contrary to its own documentation (available online) which states that in the event Webroot encounters a suspicious program, it will prompt the user and warn against downloading anything from that site. Barring that, if Webroot fails to block the virus or malicious program from breaching its security, it is supposed to recognize and quarantine the program so that it doesn't then go on a rampage, raping and pillaging everything in its path. In my case, none of the above occurred. On the contrary, the program downloaded without a hitch. Afterwards, my system began freezing and crashing like crazy. And if I thought things had been bad before, I was grossly mistaken. Finally, the problem was resolved by my operating system and not by Webroot. My operating system intervened when I had booted it up for the umpteenth time and ran Check Disk. I watched as Check Disk ran and read what it was doing. It was deleting corrupt files, and checking security descriptors. At one point through all of this, Webroot flashed a notice that it had "removed a threat." Really Webroot? Not a moment too soon. Like some fat, lazy security guard who ambles onto the scene of a crime after a civilian bystander has taken down the thug. Thanks a lot.

WEBROOTS'S RESPONSE: Webroot said that it cannot block all programs from downloading because people call them and complain that programs they specifically want to download are blocked.

PASSWORD MANAGER PROBLEMS FROM HERE TO DOOMSDAY: First, the password manager extension didn't appear on my toolbar. Spoke to someone in tech support who was very nice and helped me to fix it. Called again because I was trying to use the password manager and it wouldn't work with a lot of the websites I tried to save. Initially I thought it was me because I'm not very computer-savvy. So I went over everything with the tech (who was also very nice) and he walked me through everything until I was sure I understood how to use it. Then, when I tried working with it on my own, I found out what a horrendous, buggy program it is. I saved dozens of sites to the password manager that seemed to be working fine. Then when I would later go and click on them, Webroot would react strangely, sometimes taking me to the site and not filling in the login and password, sometimes only filling in part of the password, etc. I tried re-saving the login/password info for these sites numerous times. I literally spent hours doing this. The password manager would say it detected a change in the password and when I clicked on confirm, it would either just capture the first character of the new password, or run okay but continue to prompt me that it detected a change in the password every time I logged onto that site. There were at also numerous sites that I couldn't even get the password manager to work with at all, despite trying again and again, ad nauseam.

WEBROOT'S RESPONSE: I was told by one person in sales/customer support that he used the password manager on his own computer all the time and that it worked great. He referred me to the online documentation, which I assured him I had already read. By that point, I was all too familiar with the ins and outs of the password manager feature. He still found this difficult to believe. Next I spoke to tech support and was told basically the same thing, that it could not be Webroot that was at fault, but that I must be doing something wrong. He said that Webroot is the number one software on the market, so I guess then it couldn't be them. I invited him to remotely access my computer and check it out for himself. When he did so, he was surprised that, indeed, things weren't working so great. He then proceeded to tell me it must be my computer that wasn't working well. I asked him what could possibly be happening on my computer that would cause an internet toolbar extension to malfunction? He threw out a few ideas, like maybe I had hardware issues, or another program was interfering with the password manager. I invited him to look at my programs and see if he could find something that might be conflicting with Webroot and he could not. NOTE: Afterwards, I read reviews by others who were treated in like manner. Apparently Webroot has the attitude that it's product is perfect and that if the user encounters problems with its software, it must be their fault.

ATTEMPT TO GET A REFUND: Since I purchased this product on Amazon, I was unable to get a refund because of Amazon's policy. I told Webroot that I wanted a refund from them and was told they couldn't do so because I hadn't purchased the product from them. But surely they had sold the product to Amazon who then sold it to me, right? So in essence they did sell me the program. At any rate, I was so disgusted I just wanted to get rid of the damn thing.

MY LAST CONTACT WITH WEBROOT: I grew finally frustrated with one tech and asked to be connected to a supervisor. I waited and waited. The line rang, and I thought the supervisor was going to pick up. Instead, I HAD BEEN TRANSFERRED TO SOMEBODY'S VOICEMAIL!! I was livid. I talked to yet another tech and was again told I couldn't get a refund. After he had been dealing with me for awhile which, granted, could not have been pleasant by that point, he threw out that I could just get a refund. When I said that I had been told that was not possible, he insisted that it was. So conflicting information on top of everything else. At that point, it was just the icing on the cake. He told me the my issues about the password manager would be "escalated" to another tech support department who would check on things "from the back end." They were supposed to email me the results of their findings by today. As of this writing, I have heard nothing from them except an email telling me they were going to look into it. Great. I was told over the phone that they would have already looked into it by today and gotten back to me. Buyer beware.

Posted by Anonymous


Purchases this product and downloaded it on my computer. Immediately noticed my computer slowed down and delays between my keyboard and my mouse and my computer. Computer kept freezing up and had to force close it at least 2 to 3X a day. Contacted customer service and was told their product didn't to that to computers although I googled this problem and found out it was very common. Removed webroot from my computer and I have had no issues. Would never purchase again.

Posted by lk


Worst customer service I've experienced in 35 years of computing. After I paid for and downloaded their secure everywhere program, my pc kept throwing out errors, my keyboard and mouse started having delay issues and my pc slowed down considerably. Getting a good of someone in tech support is a joke. After 6 hours of trying to contact them I got an email saying I needed to download something to gather info for them so they could expedite my support.I did this and sent them results immediately. 4 more hours and several emails from me asking how much longer than one asking for a refund,I got an email saying that it generally takes up to 24 hours for support. I email them telling them I want a refund and am going to post negative reviews. 2 hours later I get an email saying that they prefer to speak with me on the phone to address the issues on my pc...but they won't be able by phone until Monday and only between the hours of 7am till 5pm. Which makes it pretty inconvenient for someone who has to punch a clock. An antivirus software is only as good as its tech support. So I rate this a negative 5 stars.

Posted by Madasheck


Customer Service is near imposable to contact. 40 Minutes plus wait time. I wrote a review on their website and they did not post it because I complained about their customer service. I gave them a 1 on Customer service and a 5 which is middle of the road on their overall rating. It seem they won't post any negative reviews. Also I will NOT renew my subscription when it is up. Oh and they never resolved my Password Problem through email(three days to respond)and I never could get to a human on the phone.

Posted by Anonymous


Imposible contact Webroot.

Antivirus not working. It blocks Coogle Chrome dowload and others that had been working properly.

All tabs in my page account are dead.

Would you please contact me.


Thanks,

Antonio.

Posted by Anonymous


Wanted to know how to transfer my webroot to new computer, as old one died, called support. ONE HOUR WAIT. can't find answer on their web site. bet you don't wait one hour when they want you to renew. guess I'll just stay with the Norton that came with new comp. what a piece of crap company

Posted by Lee Ann


I called webroot to ask a question about renewing my webroot antivirus. It was time to renew which cost $79.99 and I had found on the webroot website the same product for $29.99. Rob answered the phone and he was the rudest person I have ever spoken to in my life.
He basically did not want to answer my questions about the difference in price and told me not to waste his time and do whatever I want to do. I then told him that if he did not want to help me then he could transfer me to another sales consultant. He refused and hung up. I am very disappointed in the sales department. I have used Webroot for years and have never experienced someone so rude. It has made me concider using another company.

Posted by edcoffin


I just completed a Secure Anywhere renewal (individual consumer). After download and run, my software still shows '7 days until expiration'. I spent over 40 minutes trying to submit a problem report (question) and no online automated response is applicable. It is after hours for consumer service. Highly inconvenient, not appropriate for a relatively expensive consumer product, indicates indifference to the individual customer. I will however wait overnight and call the toll free number.

Posted by Manotti


I have contacted Webroot about my subscription being canceled way before its expiration date, during this process I have never recieved any response what so ever....I also contacted webroot on their Facebook page regarding my issues with my early termination of my service but still once again no luck.....This started out as a good product than somewhere down the line they've became greedy and no longer care about their coustomers....This is my last time dealing with webroot unless they prove my decision of them to be better

Posted by AJ


The help is non-existent. I left several messages with web support and they never contacted me. They used to have on-line support where they had specific operators to help configure your computer but that is gone. They called PC Security Health Check.

Posted by Anonymous


How can I uninstall webroot? When I got to add remove programs and click on remove, all I get is an INSTALLATION notice. Then when I've tried to call for help, I am put on hold for about a half hour with no one ever coming to the phone.

Posted by Anonymous


I called webroot to ask a question about renewing my webroot antivirus. Joann answered the phone and she was the rudest person I have ever spoken to in my life.
During our phone call she HUNG UP ON ME. I have had alot of people be rude to me and Joann was the worst-I will never forget this horrible experience!!!

Posted by pissed off


webroot has got thee worst support I've seen yet! A simple yes/no anser turned in thirdy min. of getting nowhere.It was go to this page and you'll find your anser,had to setup an account, typed in the info hit the submet at the bottom of the page, nothing tried it six times, nothing used my other e-mail address, it say that I already have one, and I know I don't, send for forgot password, nothing,all this over a simple yes/no question.

Posted by Frank


While on hold, a recording comes on, that's directing you to go to a support website. Even though she may repete it again, it's just too fast & too long... I was hoping that the next recording would be a repete. No such luck. As for the ratings survey like "Friendliness"? I DIDN'T SPEAK TO ANYONE.

Posted by Had enough


I have had Webroot for years and never had a problem. Now I have a problem and their customer service is HORRIBLE!!!!!!

I have tried to get this problem fixed for over a week. I have been on hold forever. Nobody has the same information. Prices are different depending on who you talk with. Calls are dropped.

They are good until you have a problem. And then they are HORRIBLE!

Posted by Anonymous


Your service is terrible. Enough to cause one to cancel dealing with Webroot.

I am trying to contact a sales person to add
additional service to my laptop. Now I am
supposed to either go on line or wait another
40 minutes on the telephone, listening all the while to that disgusting repetitive music, so called, or listen to your woman intermittently advising how I can go online and
download your information. Forget it! I will
go with NORTON for my laptop. You are not worth the AG.

Posted by Anonymous


Wait a long time for support. Do not use their tune-up service or get the KY out. What a joke.

Posted by Adacas09


Be prepared to wait a looooonnnnnggggg time for support!!!

Add your review!

Posted by Stefluv22


Just got off the line with a representative about a refund and it was great. He looked up my account saw the extra charge and assured me a refund with 3 to 4 business days.. Very Helpful and straight to the point!

Posted by robby


I just got off the phone with a representative in New Delhi. My call was answered immediately, he was polite, helpful and waited on the line for my process to complete. I am very impressed!

Posted by lovmyspysweeper


I use the software and love it. Only needed customer support once had no problems, fast, friendly and I was on my way. I'm happy so far.

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