Question

Console corrupted, no help from WR messaging support, telephone support useless

  • 8 January 2020
  • 4 replies
  • 77 views

Userlevel 4
Badge +10

Console is corrupted with devices long gone with expired keycodes but showing status as “protected”. Online WR messaging support is no help and says I need to voice call. On voice call the robo-system says the wait time is estimated at FIFTY MINUTES (yes 50, not 15)!!!!!!!! Totally useless and inadequate so-called technical support. No option for leaving a call-back number. No wait time updates while waiting. THE WORST SUPPORT EVER!!!!!!


4 replies

Userlevel 7
Badge +55

Hello @happy let me ping the Community Staff and I’m sure they can help you with support! @khumphrey  @freydrew 

 

Thanks,

Userlevel 6
Badge +15

@happy ,

I’m so sorry to hear you’re having this kind of trouble! Have you submitted a ticket to support? If so, can you PM me your ticket number or the e-mail you used to send it? Additionally, are you a home or business user? Our business and home support teams have different queue times:

Home Support

Business Support

I do apologize for the long wait time for a call. Our support team is still playing catch-up from holiday break so this an unfortunate side-effect. 

If you send in a ticket and give me the above requested info, I can reach out to them immediately and ask them to escalate the case.

-Keenan

Userlevel 4
Badge +10

So after a series of PMs with a Community Specialist the result is there’s no recourse and I have to endure a ridiculously long wait time for telephone support. This is for a problem that is caused by a corruption of Webroot’s business database(s) or dysfunctional web Console software and has nothing to do with issues on my end. Which raises the questions: “Who’s serving who?” and “Why am I paying for this?”.

Userlevel 6
Badge +15

@happy ,

I’m sorry that you’re dissatisfied with our support service. I wish I could do more but if the tech on your e-mail chain said that the problem needed to be dealt with over the phone, then I have to go along with what they’re saying. Hopefully once you get them on the phone, they’ll be able to quickly fix the problem for you.

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