Experience with Webroot antivirus software ends on a sour note

I’d never heard of Webroot anti-virus software until the beginning of 2012, when my McAfee subscription was about to expire. Disappointed by the high subscription fee for McAfee’s anti-virus product, I set out in search of a more affordable way to protect my computer. I found Webroot had good reviews and an attractive subscription price. For $45 plus tax, I got a three-seat license, allowing me to protect my computer, my husband’s and my son’s. You can also get a nice cash-back reward if you start your purchase at Ebates.com — currently, you get 75 percent off your Webroot software via cash back.

Things went very smoothly with Webroot throughout my initial subscription. I never had any problems with computer viruses, malware, etc. I even got a free upgrade to the company’s top-of-the-line product. As the renewal period for my subscription approached, Webroot sent me an email reminding me the product would be automatically renewed on Feb. 13 and explained how I could turn off the auto-renewal if I wanted to. When I noticed the renewal price was $80 (due in part to that free upgrade to a more expensive product), I turned off the automatic renewal on Jan. 30. I received an email confirming I’d successfully completed this task.

Imagine my surprise when I received an email on Feb. 6 stating my subscription had been automatically renewed. While this renewal was at a price $20 cheaper than what was stated in the initial email, this didn’t change the fact the product was renewed without my permission. Equally  concerning was that the product was renewed a week early, and based on the new expiration date, the company had shaved a couple of days off the subscription I’d previously purchased.

I emailed Webroot about my concerns and asked them to reverse the unauthorized charge made to my credit card and to restore my remaining subscription. I received a response in about six hours — an impressive turnaround time. While Webroot did refund my money, it also canceled my current subscription, leaving my computer unprotected. The only way I figured this out was to check the software icon in my system tray — the company never pointed out it had taken this action. Concerned about the safety of all the computers on this subscription, I emailed Webroot again and asked them to restore the remaining week of my subscription. While the company did so within a few minutes, it offered no apology for its mistake.

Overall, Webroot has been a very reliable product, but its customer service when the time came to renew was clearly lacking. I plan to try a new anti-virus software for the next 12 months. In my next post, I’ll offer tips for how to choose such a product.

Have you tried Webroot? If so, what was your experience with the company?

1 Comment

Filed under Customer service, Technology and office equipment

One response to “Experience with Webroot antivirus software ends on a sour note

  1. we have used it for years and I am happy with it. I buy it outright at the store so it is my responsibility to go get a new renewal, but I am very careful what I ever let self renew.

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