@ wrote:

Is there a delay in processing website reputation change requests? I submitted a couple two weeks ago and haven't had a response. The automated reply said they typically took 24-48 hours to process.

If the change hasn't occurred it's best to Submit a Support Ticket to find out what happened.

 

Thanks,

 

TH

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After chasing through the support system I was told that another request would be submitted but no email response was provided as promised in the automated response. The automated response stated, "We will email you again after we review your suggestion." The websites' reputations were changed but I had to check myself to confirm.

 

I later submitted another reputation change request and again there was no response and I am still waiting more than a month later.

 

I find the filtering extension by far the weakest component of the Webroot package. It is obtrusive and irritating with a high number of false positives and the problems are exacerbated by the lack of response to reputation change requests. At least it is easy to disable.

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Hi simon

 

You make some valid points which I am sure will be picked up on by the Development Team...but just to remind you that the Web Threat Shield is the newest part of WSA, and as such is bound to evolve and get better as time passes.  I think that we just have to grin and have patience that the Development Team will, as with the rest of WSA, come through in the not too distant future and bring the Shield up to the same level of quality as the rest of the app.

 

And if you have any ideas as to how to ahieve this, and you wish to suggest them then please do pop over to the Ideas Exchange (see top of this page for link) and start a Feature Request for them. ;)

 

Regards

 

 

 

Baldrick

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Thanks for your reply Baldrick. I'll give some more thought to how this feature could be improved and post a suggestion in the Ideas Exchange as you suggest.

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No problem, Jeff

 

Thank you for raising the subject in the first place...discussions are great but there is always the need for someone to start them...on the appropriate topic/subject.

 

Have a great Easter.

 

Regards

 

 

Baldrick

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Hello Simon,

I checked our support queue and did not see a ticket related to this (the support ticketing system is seperate from the change request web page.) If you do submit a support ticket we can submit the change request for you which should get it expedited. Or if you want you can PM me the URL you're having issues with and I can have a look.  

 

-Dan

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Hi Dan

 

How are you doing this Good Friday?  Good, I hope?

 

Thanks for stopping by and clarifying...it is always much appreciated to get the Professional's steer on certain topics. :D

 

Regards

 

 

Baldrick

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I submitted a reputation change request on 20 January 2014 and another the following day. Each time I was emailed an automated response which said, "We will email you again after we review your suggestion."



I didn't receive a response so started this topic asking if there was a delay with the responses. I submitted a support ticket as suggested by TripleHelix on 5 February and got a reply the same day from the Webroot Support Team saying they had put in another request to lift the block on the sites.



The blocks on the sites were lifted but I didn't receive an email as promised in the inital email. I only discovered the block had been lifted by checking the sites myself.



I submitted a furter reputation change request on 6 March and again received an automated response saying, "We will email you again after we review your suggestion." Again I have received no response.



I didn't submit a support ticket for the 6 March request because it is tedious to request every reputation change twice. I should have been emailed after my suggestion was reviewed as the automated response promised.

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Hi simon

 

So the basic issue here is...that the notificaiton of reputation change, following a formal request for a change, does not appear to be working or working in some cases?  And this is the same regardless of which site you have requested the change or how many times requested?

 

Well, if that is the case then you should update your original Support Ticket with the information provided in your last post so that the Support Team can review, and hopefully identify what & where the issue is. :D

 

Regards

 

 

Solly

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Yes the basic issue is that the I was told that I would be emailed after my suggestion was reviewed. I have made three suggestions and never received an email for any of them.

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Hi Simon

 

Well, that is not very good.  Suggest that you proceed as suggested previously by updating your Support Ticket.  GIve that a bit of time to engender a response (Support work 24/7 but obviously with lower staf levels over a weekend, as far as I understand) and if no repsonse is forthcoming after a reasonable period of time...then post back here and we shall see if we can enlist Nic's help to pursue this for you via other channels...as no reply is not good news especially if it relates to not even 1 but 3 submissions.

 

Regards

 

 

Baldrick

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