Instruct: Classify an Amazon review into positive or negative sentiment.
Query: Customer Service

After using Webroot Window Washer for many years I have become a big fan. I have never had any problems with the software and it has always done a great job, until now.....I recently bought a new computer with windows Vista installed. The new version of Window Washer 6.5 supports Vista, so I bought the new version.The program installed fine and then after a recent update, the wash was taking 2 to 3 hours to complete (usually takes under 1 minute).I contacted Webroot via their online email support. I received a reply 2 days later which had nothing to do with my question and did not help at all. I contacted them again, but received THE SAME response - what a joke. Yesterday I received a survey to complete about my satisfaction, saying they are committed to having good customer relations. I gave them all 1's - what a surprise!!!This is a real shame, as they have great products, but don't have the support to back it up.