I've just had the reminder that my subs need renewing in a few weeks, so I followed the link to do so, found my email with my keycode, but the website doesn't recognise it. I tried various things - checked in the program's UI itself - same keycode, tried formatting it, nope, it likes it without dashes even though the control has dashes in the hint text, "XXXX-XXXX....". Navigating the site, I go round in various circles until I work out the stupid logic of it and find my way to my "web console", but unfortunately I've either forgotten my password or it's not working (I use a system, so probably I do remember it and it's not working). I try various things, nothing. I click on the link for forgotten password, and it kindly reports that it's sent me an email with a link to reset my password. It hasn't. Even after several attempts, and 48 hours later, no emails, so I can't even log in to my web console to check what's going on. In the meantime, I check the price - already beginning to think that I might go somewhere else - and find that it's advertised at £22.49. I first find the US site where it's 29.99 USD, but this is about the same anyway. However, the UK version is apparently discounted from £29.99.
The only part of the site I seem able to rely on being there (indeed I never have to log in, and it's got my queries from before I even purchased right on the page) is the Webroot Support page. I get prompt replies as usual when I complain that your web systems are a disgrace and I can't renew or log in. The reply gives me a link to renew (not tried yet), no apology or explanation or thanks for my feedback, and "I'd like to offer the product at £29.99."
I reply that I've seen it at £22.49, and are they getting mixed up with USD? No, they reply after the weekend, "I am quoting the price in British pounds as you're in the UK. If you like, I could quote you a price in USD."
At time of writing, I'm querying why, as an existing customer, I'd be required to pay £7.50 more to renew my subscription than the same product is being offered to new customers, and I may perhaps be offered it at the lower price. Who knows?
These things don't inspire confidence. I've not had an infection using the software, but then I suspect that as an experienced and cautious user, I probably don't actually need AV at all. The only threats it's disabled have been programming languages' exes, such as AutoHotkey and BBC Basic for Windows, which required me to get help and then put these in the whitelist area.
Although the CPU overheads are low, I have always found a problem with it scrambling text in the input buffer if ever my system can't quite keep up, so the order I type characters into web fields ans such isn't the same after the brief pause when they're output again to the screen. I was advised this was perhaps the Identity Protection, to switch that off, download logging routines and upload the results. It never got fixed.
A bit fed just now, I thought I'd click on "Write a Review", and then wondered who actually got to see (negative) reviews - why waste my time ranting to some insider mod to be ignored? So I clicked instead on "Read more Reviews" to see what the spread was like.
Guess what? That part of the site wasn't working, or wasn't meant to work, I could only see the three glowing reviews Webroot chose to put on the page. So I came to rant at you instead. You're welcome.
It's such a pity. If the website worked a bit better, and the pricing didn't keep trying to swindle me (I had a similar issue when I first bought the AV, where I wasn't able to take advantage of an offer, for reasons I can't now remember but seemed irritating at the time), and if the help staff responded with a bit of personality and grace, I might consider carrying on with this, but I think it might be better just to just let it expire. An occasional zap with ... er ... a well-known anti-malware scanner is probably as good (or better).
Best answer by LLiddell
I can delete it for you, sure thing. Let me know when you're ready and I'll take care of it.
Could you tell me how to delete this account, and also advise if I should delete my main account with Webroot and/or Webroot Support and how to do that, please? I can't find anything in the help. Thanks