Solved BestBuy forces Webroot on unsuspecting computer buyers

October 12, 2012 at 06:01:37
Specs: Windows 7
Has any one been forced to take "free" Webroot at Best Buy and been charged a renewal fee even though they have never installed the Webroot software on their computer?

I bought a laptop at Best Buy and they added Webroot to the receipt even though they ring it up as no charge. I told them not to ring up Webroot because I don't want it even if it's free trial and I don't want Webroot to charge me a renewal fee when the trial ends. The salesperson insisted she had to add it to the receipt, but told me just not to install it.

So 2 weeks later, I get an email from Best Buy saying the Webroot has been activated and to please install it. I called the Best Buy customer support and got someone in Texas fairly quickly (10 minutes) who was very polite and told me that the Webroot was active and the free trial was set to renew 6 months from the date of purchase. She told me she would take the Webroot off and gave me a confirmation code. I will see if Best Buy or Webroot tries to charge me a renewal fee 5.5 months from now.


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✔ Best Answer
October 12, 2012 at 15:50:28
Interesting...let me see if I got this right. A person can get a refund on something they didn't want and did not agree to purchase?

Big of 'em.

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#1
October 12, 2012 at 08:33:35
At the time you bought it why didn't you say something at the register?

I assume it is on there like any other program companies load. This is no different than the systems sold for the last 20 years. Many limited trials of stuff.

You can and almost always have to remove software from new systems.


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#2
October 12, 2012 at 12:43:43
mortneff...you asked

"At the time you bought it why didn't you say something at the register?"

ChnBadBoy already said

"I told them not to ring up Webroot because I don't want it even if it's free trial and I don't want Webroot to charge me a renewal fee when the trial ends. The salesperson insisted she had to add it to the receipt, but told me just not to install it."

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Audares Juvo


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#3
October 12, 2012 at 13:21:03
Just to clarify, when I had purchased a laptop before from Best Buy a few years ago, Webroot had already been installed by the Geek Squad, but this time, when I bought this laptop it was a separate Webroot disk they gave me for free at the checkout (they put Webroot software on your receipt, but list it as $0.00). The salesperson insists that if you buy a laptop, you must take the Webroot for free and have it listed on your receipt. I never even opened the package or installed the software so I was very surprised when I got the email from Best Buy saying it was now activated.

Even though I called customer service and they said they took it off, now I have to wait to see if they try to charge my credit card when the 6 month free trial expires.

New edit: I wonder if it is really mandatory to have Webroot added to the receipt even if the charge is $0.00 at the time of purchase. I think this is just a sneaky way to try and charge a renewal fee later. Otherwise, why not just give out the disk for free without being shown on the receipt like other software companies do?

So I wonder if any one else has been charged this Webroot renewal fee even though they never installed the software or if Best Buy will still try to sneak a renewal fee on me after all of this.


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#4
October 12, 2012 at 13:53:01

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#5
October 12, 2012 at 15:50:28
✔ Best Answer
Interesting...let me see if I got this right. A person can get a refund on something they didn't want and did not agree to purchase?

Big of 'em.

Skip
Audares Juvo


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#6
October 12, 2012 at 17:29:56
Nice link Mike. I still have questions, but at least I know where to go if I do get charged a renewal fee.

Of course, why should I have to follow up on this and check to make sure I am not cheated in about 5.5 months with a renewal fee when I never wanted the software in the first place. How can Webroot try to charged a renewal fee for something that was never installed. Best Buy is pushing Webroot so hard on their customers, you know they must be getting a kickback.


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#7
October 12, 2012 at 17:31:55
You said it Skip. The world is crazy. I would be laughing if it wasn't happening to me.

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#8
October 13, 2012 at 01:54:34
Hi Guys,

here in the UK, this is against the law. If one's credit or debit card is charged in such circumstances, the card company must refund. This is because the transaction is between the card holder and the card company.

Obviously one has to complain to the card company first.

Card companies have a lot of clout, and could withdraw card facilities from a supplier found to be operating shady practices.

Good Luck - Keep us posted.


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#9
October 13, 2012 at 08:03:48
Bestbuy is hemorrhaging cash. I assume they will do anything to help the bottom line. I won't even pass through their front door anymore.

If you are in the USA buying a laptop from Costco extends the 1 year standard warranty to 2 years at no charge. Their prices are competitive on the models they sell. That warranty works on all computers and TVs. Possibly other electronics too. You also get what they call their concierge service, which is Costco tech support and setup help.

I DO NOT work for Costco or have any interest other than being a long time customer.


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#10
October 14, 2012 at 07:16:47
Best Buy= Worst Buy....not hard to figure out, especially when you are charged a 15% restocking fee on a return you don't want, can't use (gift) etc....

Some HELP in posting on Computing.net plus free progs and instructions 7 Golds


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