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Community Guide

How would you rate your performance as of late...

This is an open discussion and something for Mike Potts, David Bennett, Hal Lonas, Chad Bacher, John Post, Melanie Williams, Ryan Howe and Gary Hayslip to ponder on.

 

Here in your own words are the " OUR VALUES " which you claim to stand for.

Integrity--Customer Success--Excellence-- Innovation--

 

" Webroot is passionate about protecting businesses and consumers from Cyber threats. We are the smartest and best at combating today's most complex cyber security challenges and are constantly anticipating how to extend the value of our threat identification, prediction,and remediation to the connected World ".

 

Now ; in regards to Password Manager, how would all of you honestly rate your performance when comparred to your " Stated Values " and your " About Webroot " declaration ?

14 REPLIES
Popular Voice

Re: How would you rate your performance as of late...

Try to stay optimistic that they find a fix. In the world of more than 40,000 transistors in the diameter of a human hair and trillions of lines of code things are more complicated than ever. I think the values are still there. They are trying to fix it. Its hard because the PW manager is not theirs. Its also stated that you solely are responsible to remember your passwords in the event that something like this happens. To me its irresponsible of the individuals and companies that put all their credential responsibilities in others hands. You should always have a way back into your accounts through "forgot password" and if not (corporate environments) there should be a system administrator that should be able to help.

Community Guide

Re: How would you rate your performance as of late...

Fret not pbcompgeek, I am optimistic but optimism  depends on what someone has to remain optimistic about. Considering that there has been nothing but silence from those in charge of Webroot, my optimism with their attention to Password Manager is dissolving.

 

As far as remembering passwords, I have my passwords documented on other means aside from the Password Manager.Its a good thing I do considering the lack of attention we have received from Webroot. For the record, Webroot was unable to acknowledge my current keycode claiming it had expired and my access was denied. I could not access Password Manager through my console and had to revert to those; other means.

In fact my keycode was, and is valid, and is so for a number of Months.

 

Manually entering passwords for each Website is a slight inconvenience I was willing to deal with.

What is getting not so comforting to deal with is the complete lack of communication from officials at Webroot. Id call that downright rude of them.... wouldnt you ?

 

Popular Voice

Re: How would you rate your performance as of late...

Yes sir. I appologize. I was tired when I wrote that and after reading it now it reads a bit unfriendly. I'm really sorry to hear this but I'm positive they are working on it with all the posts about it and I'm sure you will get a response soon.

Hope everything goes well for you and again I appologize. I only want to make friends here.

Community Guide

Re: How would you rate your performance as of late...

Hi pbcompgeek, I was not offended at all by your post. No apology was needed but its accepted with no grudge on my part. I also didn't consider your reply unfriendly, but to the point. This Password Manager hick up comes at the same time as I consider re-upping another year of Internet Security protection.

 

Their lack of communication is what ticks me off and sometimes I think I'm the only grape that went into making  the bottle of wine.

Ive made some friends too while being a Webroot subscriber so any harsh wording on my part is not intended or to be taken personally.

 

Best2U2.

New Voice

Re: How would you rate your performance as of late...

extremely unhappy

Community Guide

Re: How would you rate your performance as of late...

Greetings rwhit1983, Its no secret that I have been an outspoken critic of Webroot Management and their lack of communication and downright rudeness in keeping us up to date  with the Password Manager fiasco.

 

With that said, I am seeing a bright light in the tunnel of doom. Webroot Management has recently touched base with not only the Password Manager issue but with the Webroot Filtering Extension as well. I believe my critical opinion was based in part to my lack of knowledge when it comes to computers and their intricate workings.

 

It turns out that I am not to only Olive that went into making the EVOO. Many other "Olives" are involved with its creation. I'm willing to give Webroot the benefit of the doubt that they are diligently working behind the scenes to mend all issues we have, and are experiencing. I firmly believe their intention is to continue making Webroot and its various services, the Benchmark of Internet Security.

 

 

New Voice

Re: How would you rate your performance as of late...

I just think the total lack of transparency is disturbing. When most major companies have an issue, they make it very clear they are working on it, and are usually able to provide clear estimates on fixes. If your services are not working, it is your duty to inform the people who are paying for your product as to the issue promptly, and not to hide the problem in hopes the world doesnt see what is happening, which is what it feels like is happening here. 

 

These poor reflections on the way the company chooses to conduct its business makes me doubt their true ability to provide their services properly. It seems like what is basically an IT company should not have such longstanding IT problems to me. Id feel a lot less irritated if it didnt feel like the company was going out of their way to not be helpful and try and hide the issue from the public because it would hurt their reputation TBH. 

 

Maybe im just being grouchy, but thats my take on it

 

Community Leader

Re: How would you rate your performance as of late...

I feel the key to healing this could be Lara on the Webroot team, a very helpful, friendly, positive and communicative lady. You would not be so aware of this, @rwhit1983, as she has been responding only on the Beta channel so far (and only just recently), to similar malcontent expressed there. But in terms of communications between Webroot and beta users, things are beginning to move in a quite positive way as a result of her helpful initiatives.

 

In the past we had @nic, who used to take care very well of everyone, beta and non-beta alike, on the Community Forum but he has now left the company and since then no-one has really stepped into his shoes. It would be wonderful if someone like her would be allowed to devote a bit more time here, so Webroot could keep us users informed and therefore happy bunnies. To my mind, this would be a positive and reassuring thing for us users. To my mind also, this could only be a positive thing for Webroot. Money well spent. Imho.

 

@ktitterington ??

 

 

Highlighted
Administrator

Re: How would you rate your performance as of late...

Wanted to chime in here and apologize for our lack of communication as we do aim for transparency. The password manager is in the works to be fixed, and I am attempting to liason your voice with the product team as much as possible.

 

Also want to say that I really appreciate everyone posting their honest critique, without it we wouldn't know how/where to improve. Going to be working on a method to increase communication and transparency here very soon. Ideally a Google doc or something where I can post live updates as they are worked through, and you all can post feedback as you see fit. Still some items to work through on this idea, so please reserve expectations, however I feel this can greatly impact our current communications (or lack there of).