I have just spent 6 WEEKS, upwards of 8 hrs of my time & countless hrs of Geeksquad tech hrs attempting to use my renewed Webroot SecureAnywhere software, which was renewed within my subscription period for $99. The only reason I kept pursuing it was that I thought it was a great product and Geeksquad had given me good service in the past. Now I understand, after finding this forum and having just seen comments on Amazon, that it is a recurring problem & not specific to Geeksquad at all. Geeksquad finally got it fixed today, but ONLY after bottomless frustration on my part & valiant efforts by their team. I didn't quite understand I was dealing with two completely separate entities here. Webroot Customer Service has been missing in action. Where are they in situations like this? Why haven't they reached out to me? I paid a premium price for your product, which is especially frustrating considering all the hours spent & hassles I've endured this past 6 weeks.
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Hello there, welcome to the Community!
I am very sorry you have had so much trouble trying to fix the issue. Best Buy Subscriptions, billed by Geek Squad, are maintained ONLY by Geek Squad... Webroot does NOT handle the billing OR the actual renewing of the key code.. it is all done by Geek Squad. ALL support of the product billed by Geek Squad is handled by them: Webroot support cannot help in such situations as the entire subscription record is at Geek Squad.
Up until 5 months ago, I spent 3 years working at Geek Squad, at the very department that SHOULD be handling things when there is a problem like yours. I was in fact the Subject Expert for the Subscription Services. Not having been at work these last few month due to health issues, I would not know exactly what happened in your case, but I do apologize that it took so long for it to be fixed. I know pretty much exactly EVERY way a renewal can fail, and I also know EXACTLY how to diagnose it and fix it. (Once the problem is brought to the correct department, the actual fix for pretty much any renewal issue takes 5 minutes or less.)
It sounds like your particlar case was NOT escalated correctly. and I would advise you to contact Best Buy / Geek Squad to complain about the handling of the situation. During my three years, while maybe not common, I did see instances such as yours in which very simply the previous agents that had handled a case simply did not follow correct escalation procedure. My guess is quite simply that you happened to have been handled by new or less experienced agents who were not aware of the correct procedure and department to fix your problem :(
Again, please accept my apologies as a former Geek Squad agent for your bad experience, and please do follow up with Geek Squad to make a complaint.
I am very sorry you have had so much trouble trying to fix the issue. Best Buy Subscriptions, billed by Geek Squad, are maintained ONLY by Geek Squad... Webroot does NOT handle the billing OR the actual renewing of the key code.. it is all done by Geek Squad. ALL support of the product billed by Geek Squad is handled by them: Webroot support cannot help in such situations as the entire subscription record is at Geek Squad.
Up until 5 months ago, I spent 3 years working at Geek Squad, at the very department that SHOULD be handling things when there is a problem like yours. I was in fact the Subject Expert for the Subscription Services. Not having been at work these last few month due to health issues, I would not know exactly what happened in your case, but I do apologize that it took so long for it to be fixed. I know pretty much exactly EVERY way a renewal can fail, and I also know EXACTLY how to diagnose it and fix it. (Once the problem is brought to the correct department, the actual fix for pretty much any renewal issue takes 5 minutes or less.)
It sounds like your particlar case was NOT escalated correctly. and I would advise you to contact Best Buy / Geek Squad to complain about the handling of the situation. During my three years, while maybe not common, I did see instances such as yours in which very simply the previous agents that had handled a case simply did not follow correct escalation procedure. My guess is quite simply that you happened to have been handled by new or less experienced agents who were not aware of the correct procedure and department to fix your problem :(
Again, please accept my apologies as a former Geek Squad agent for your bad experience, and please do follow up with Geek Squad to make a complaint.
Thanks David for your reply - wish I had posted here when it first happened in October. According to agents at GS this is a long standing problem, which only happens with some subscriptions, but they did need cooperation by Webroot to fix it. You are right, once my case was escalated, things went a lot smoother - but even after escalation it took another week to get done. (Technicians were all outstanding - customer service reps mostly out to lunch...) I still feel like I'm out in "no-man's-land" on this one - I paid for my subscription, yet the two companies involved weren't able to help me. I am nervous thinking about renewal time next year.
Thanks for the reply. Chances are next year there will not be an issue. The problem was almost quite certainly that the renewal data did not get transmitted correctly from Best Buy to Webroot. By the way... no coperation with Webroot is needed to fix it, simply getting the case to the right place.
If it took a week after correct escalation, that would only be due to my former department being VERY unusually busy at the moment. That is certainly not the norm.
The actual fix, if my guess as to what happened its correct, is quite simply logging into the system that handles data transmittion to and from the vendor systems and giving a command to re-sent the renewal data. Once an agent in escalations is actually looking at the case, it takes around 5 minutes to fix including sending out an email to let you know things are taken care of. 99% of Geek Squad agents do NOT know that as they simply do not use the back end systems nor know how they work nor even just what systems are used and how many different systems there are.. They have no need of the knowledge, so it is easy to assume that Webroot would need to be involved in the fix. Really all they would need to know is to escalate it correctly, and beyond that they are just guessing LOL.
While I cannot actually fix things for you, any time you have a question about things and just want an explanation, I am more than happy to provide it to you!
If it took a week after correct escalation, that would only be due to my former department being VERY unusually busy at the moment. That is certainly not the norm.
The actual fix, if my guess as to what happened its correct, is quite simply logging into the system that handles data transmittion to and from the vendor systems and giving a command to re-sent the renewal data. Once an agent in escalations is actually looking at the case, it takes around 5 minutes to fix including sending out an email to let you know things are taken care of. 99% of Geek Squad agents do NOT know that as they simply do not use the back end systems nor know how they work nor even just what systems are used and how many different systems there are.. They have no need of the knowledge, so it is easy to assume that Webroot would need to be involved in the fix. Really all they would need to know is to escalate it correctly, and beyond that they are just guessing LOL.
While I cannot actually fix things for you, any time you have a question about things and just want an explanation, I am more than happy to provide it to you!
Sorry that you had to go through this. Can I offer you a free extra year to make up for the hassle and wasted time?
Thanks David, I will certainly contact again if I have any questions.
Thanks Nic - I very much appreciate your gesture.
You're welcome - I'll send you a new keycode by PM tomorrow. You can either keep it until the current year runs out, or use it for a friend or family member's computer.@ wrote:
Thanks Nic - I very much appreciate your gesture.
Hello and Welcome to the Webroot Community!
Isn't this the best not only the protection from WSA but the Staff that help out here this is just Awesome! :D
Cheers,
Daniel 😉
Isn't this the best not only the protection from WSA but the Staff that help out here this is just Awesome! :D
Cheers,
Daniel 😉
Hi and welcome to the Community Rosecitydiner.@ wrote:
Hello and Welcome to the Webroot Community!
Isn't this the best not only the protection from WSA but the Staff that help out here this is just Awesome! :D
Cheers,
Daniel ;)
You missed an important point there Daniel, It is all free to all subscription holders as well, it certainly beats paying ##$'s for one of the "popular" AV's and then paying again for support.
Yes Daniel - I feel like Alice in Wonderland! :D
Thanks for the welcome.
Thanks for the welcome.
If you have any Questions feel free to ask and we will try our best to help you and the bonus is we are a fun nice bunch here!;)@ wrote:
Yes Daniel - I feel like Alice in Wonderland! :D
Thanks for the welcome.
Thanks,
Daniel 😉
Greetings Nic, David and Daniel, Jasper-the-Rasper and Webroot team: Just wanted to follow up and say Thanks once again. Nic, you did everything you said you'd do (& I know no one is surprised by this). I received the subscription via PM today. David, I appreciated all the information & friendly support. And to Daniel and all of you, thank you for the warm welcome into the Webroot Community! This is a much more effective (and enjoyable!) way to get questions answered and resolve problems. I am sold on your community forum. Thank you. :D
You are most welcome!
It may seem crazy, but even after spending a full day of work dealing with this kind of thing at work for the Geek Squad, I would come home and get on the Community and keep on going LOL. At Geek Squad, being in the back end escalations area of things, I dealt with Best Buy and the vendors like Webroot, as well as the others in the department to make sure they knew what was going on at any time.
I rarely actually dealt with a customer directly or fixed anything myself, and I really enjoy doing that. Pretty much every job I have ever had has been in Customer Support of some type.. it is just fun.
Please come back any time you have a question or a problem, we are MORE than happy to help any time we can, and we also just like to chat and have fun too.
Thank you for your reply, and I hope we see you on here again, even if just to say hello 🙂
It may seem crazy, but even after spending a full day of work dealing with this kind of thing at work for the Geek Squad, I would come home and get on the Community and keep on going LOL. At Geek Squad, being in the back end escalations area of things, I dealt with Best Buy and the vendors like Webroot, as well as the others in the department to make sure they knew what was going on at any time.
I rarely actually dealt with a customer directly or fixed anything myself, and I really enjoy doing that. Pretty much every job I have ever had has been in Customer Support of some type.. it is just fun.
Please come back any time you have a question or a problem, we are MORE than happy to help any time we can, and we also just like to chat and have fun too.
Thank you for your reply, and I hope we see you on here again, even if just to say hello 🙂
You're very welcome, and glad you found our community!
Just Awesome!
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