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I purchased the 1 year Geeksquad Total Technical Support for the new computer I purchased on December 27, 2020. Included on my computer was Geeksquad Webroot Security.

Yesterday I got a message on my screen that spyware had been detected and gave me a 1800 number for Microsoft. My system was 'locked'.... the only way to get control back was to reboot. So I did.

When it came back on I went into the Geeksquad 'chat'. Explained the problem to the person on the chat. I wanted to know 1) why the security program did not stop the spyware and 2) was my system secure. I repeated this multiple times to this 'support :0(' person and she finally chatted back - well what do you want me to do?

Seriously????

So, I called the 1800 number and a very nice gentlemen, Manual, was very happy to help me. I gave him control of my computer and he ran a scan which showed that the antispyware software was not installed. He said it should have been there. So whomever locked my system was also able to disable this antispyware software.

He 'transferred' me to another agent to continue the support call and told me that someone would call me no later than 8:00 last night with status. I saw the transfer occur and he told me I could hang up, which I did.

Well, 8:00 came, 8:30 came and still no one called me. So I called back in and asked to talk to a supervisor. After 'arguing' with the person on the phone for 10 minutes, she finally agreed to get me to a supervisor.

After 40 minutes on hold, I was disconnected. So, I called in again and again asked to talk to a supervisor. After several minutes she came back on line and said the supervisor was busy but would get to me soon. I said okay and was put back on hold.

This same conversation and put on hold happened another 4 or 5 times. After another 40 minutes on hold, I finally hung up.

If this is the kind of support I am going to get, I don't want your support package anymore.

I have no clue as to whether my system is okay and I cannot find out if the antispyware software is currently running. I am very dissatisfied with your service.

Preferred solution: Verify my system is secure and tell me why the security program did not stop the spyware.

Location: 2727 West Thunderbird Road, Phoenix, AZ 85053

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