Review Time
Only bought sitelock subscription as was told it will clean malware from my website, been over 3 weeks now and they don't do anything, not replying to the emails or raised tickets. Phoned them in they just said everything is cleaned and I don't need to worry. Run a scan after conversation and the same virus found. 0 customer services, they don't care at all and ignores everything.
DO NOT USE THEM! They are very overpriced. I was essentially told that what I had been paying for for over a year was outdated, they raised the price of the "new" plan, and I was told by sales and my account manager that there was no way they could lower the price. I spend days looking for a new provider, and installing it - and when I call to cancel my sitelock plan billing tells me that I can have the same price after all (argh!). I still wanted to cancel based on this run around, but then they say that I still have 9 months left in our agreement and cant cancel (even though I specifically asked about the ability to terminate my plan with no repercussions because of the price increase, before I switched). Billing then tells me, the account manager told me incorrect information and that I should have called and asked billing. How am I to know that I have to contact every department for the correct info? How can a company function like this? Stay away! In the end, I got them to cancel my plan, but they wouldn't refund the charge that just charged this morning.**UPDATE - As soon as I left this comment, within an hour they gave me a refund for the charge from that day....which I was told over and over again was IMPOSSIBLE. Yet another lie from this company.
Great experience and support. DANIEL in customer support was just incredible. He walked me through the process in getting my website up an running again. Gave me great direction and advice, he was patient and very knowledgeable.
I used the "911" product that was suppose to "fix my site." When I realized this was simply a malware scan, I immediately requested a refund from customer service. A salesman immediately tried to upsell me to other products although I was much more technically capable than him. Very frustrating as he tried to explain to me the problem that I already knew. Then they tried to refuse a refund saying that they had already performed the ordered services. I had not given them any access or setup an account so it was a baldfaced lie. When I gave evidence of this they finally gave a refund. Granted they stalled forever hoping I would go away. Very dishonest service full of salespeople and little results.Update: Thank you for your reply Sitelock and wish you had been more attentive to my requests earlier instead of keeping me on the line and giving me run around for nearly an hour when I wanted to cancel the service when I found out you were not going to fix the problem. I stand by my words and thankfully I keep meticulous records too. I will credit you that your customer service rep was nice enough to provide me with the chat transcript as well. So thank you for allowing me to have evidence of my own.
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