On December 2 at 10:55 am, I sent the following message to Webroot customer support:
Troj/Dloadr-AYQ and Mal/Emogen-G are listed in the Quarantine among the items that can no longer harm my computer yet everytime I have Webroot perform a Full Sweep, Troj/Dloadr-AYQ and Mal/Emogen-G are listed as Quarantine Failed and ignored and are not found in the online database.
Have Troj/Dloadr-AYQ and Mal/Emogen-G been quarantined as the Quarantine indicates or are they still threats to my computer as everything else would seem to indicate?
If Troj/Dloadr-AYQ and Mal/Emogen-G are still threats, how do I rid the computer of them?
On December 2 at 10:55 am, an auto-response was sent:
Title: Preventing Webroot Anti-Virus or Spy Sweeper from quarantining a particular item
Link: http://webroot. Custhelp.com/cgi-bin/webroot. Cfg/php/enduser/popup_adp.php? P_faqid=449&p_created=1189113309
Title: Webroot Anti-Virus or Spy Sweeper sweep does not finish
Link: http://webroot. Custhelp.com/cgi-bin/webroot. Cfg/php/enduser/popup_adp.php? P_faqid=416&p_created=1189028570
Title: Webroot Anti-Virus or Spy Sweeper's first few sweeps may be slower
Link: http://webroot. Custhelp.com/cgi-bin/webroot. Cfg/php/enduser/popup_adp.php? P_faqid=380&p_created=1188941478
Title: How often to run a sweep
Link: http://webroot. Custhelp.com/cgi-bin/webroot. Cfg/php/enduser/popup_adp.php? P_faqid=457&p_created=1189115762
Title: Excluding files from being swept by Webroot Anti-Virus or Spy Sweeper
Link: http://webroot. Custhelp.com/cgi-bin/webroot. Cfg/php/enduser/popup_adp.php? P_faqid=448&p_created=1189113040
Apart from this auto-response that in no way addressed my situation, no support has been provided to answer my inquiries.instead, I received a "Customer Support Feedback" email from [email protected] on December 5 containing the following message:
Thank you for contacting Webroot Customer Support!
Webroot is committed to delivering the highest-level of service and we would like to hear from you! Please take a moment to answer a few brief questions regarding your experience by clicking on the link below:
Click here to take this survey.
Thank you for taking the time to provide us with your feedback.
Regards-
Webroot Customer Support
After having provided disapproving responses for the questions asked, I resent my inquiry to the "Webroot Customer Support" on December 8 only to receive no response at all until December 11 when I received the second "Customer Support Feedback" email identical to the first. When I clicked on the link to provide another disapproving reply, the "Online Customer Support" page it took me to simply acknowledged:
Survey Previously Submitted
Thank you for your response. Your input is appreciated.
Thus far, this is the nature of Webroot's "customer support" pertaining to its purchased software and its current failure to protect my computer from viruses. As their customer support hours conflict with my schedule for being able to call them, I can only communicate with them via their site and email, resulting in the above presented situation.
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