Backblaze, Inc.

Initial Business Response /* (1000, 5, 2014/11/20) */
Hello,
There was one ticket open from the user which was addressedThe user needs to let the data complete the uploadHe can upload around GB in a uninterrupted hour period and if the computer is off or sleeps it will not upload
and the total amount will be decreased
The users is still uploading and has uploaded today
He received an answer he didn't like and filed a complaint
backupsummary
Selected_297,702_files_/_1,948,379_MB__Remaining_18_files_/_641,936_MB
drives
YesBackedUp_con,gm,t9u3,C:\__con,gm,tCuC,F:\__NotBackedUp_none
last_file_uploaded_gmt
11/20/04:00:PM PST
*** Monday 07:
Hi ***
I did follow your instructionsI changed the sleep settings to NEVER but it is still not backing up my F driveThere's still some GB left to back upPlease, I need your helpThank you
*** ***
*** Nov XX XX:XX
Hi there,
Thanks for writing in! Our system is also reporting that you still have 750GB of data left to uploadIf you disconnect the drive, it may report that there are files leftPlease turn off your sleep settings and leave the drive connected to allow the program to backup everything correctly
Thanks,
***
The Backblaze Team
*** Nov XX XX:XX
My External hard drive is no longer backing up my moviesI repeatedly get a message that all data is backed up but it's notI still have some GB remaining to be backed upHave sent several requests but none has been acknowledged

BACKBLAZE is a computer baservice that supports you by auto backiyour computer in case of a crashI've paid them for a year and a half so farNever needed them till todayAnd they failed miserablyNeeded to confirm BB had downloaded certain files that are important to me just before a new installTheir website wouldn't tell me....so I looked for their contact infoThere's no phone number but they do offer a "CHAT" service onlineWent thereI explained I wasn't tech savvy at all and what I neededThe "chatter" (who went by the moniker of ***) tried to talk me through some things...but not being a technical guy (and because NOTHING he said was on my screen was actually ON my screen) we couldn't fix the issueI asked for someone there to call me so we could fix it (something I've done successfully over and over again with many companies) and he said they 'don't do that"Or in other words - you're screwedTold him thats what I needed to sort out the issueAgain he said we don't do thatTold him "customer service" was for people exactly like me and good customer service meant doing whatever it takes to fix issues (especially for prepaid customers)Followed up by saying if he wouldn't help me I'd take it to the Revdex.comHe said that would be regretfulAnd then proceeded to delete that portion of the chat from our entire conversationAt which point I explained that was an "***" move and I'd be reporting this to the Revdex.comI paid them for a couple years of service and when I finally needed them they welchedDON'T use these peopleThey don't understand or care about you(And if you don't believe me -
Look at ***They're literally HATED there...)
Thanks -
**

Initial Business Response /* (1000, 9, 2015/11/16) */
Received business response via email on 11/16/15:
This is in response to the above mentioned customer complaint. Backblaze provides a completely unlimited data backup service for just $5/month.
The company is the chosen of service...

of the most respected consumer tech reviewer, [redacted]:
http://recode.net/2014/03/11/triple-coverage-back-up-your-computer-in-three-ways...⇄ /> The #1 backup service out of 34 reviewed on About.com:
http://pcsupport.about.com/od/maintenance/tp/online_backup_services.htm
And has won numerous awards, services hundreds of thousands of customers for nearly a decade, and recovered over 10 billion files for its customers.
Having said that, the company cannot change the laws of physics:
* This user has so much data that uploading it over the user's Internet connection would take years.
* Making it worse, the user often disconnected their hard drives so they would not be able to be backed up
* Finally, the user would leave the drives unplugged for long enough that our service would remove the data
The Backblaze best practices are sent out to all user when they purchase.
https://www.backblaze.com/backup-best-practices.html
#3 says that if it is forecast to take more than 30 days to create a full backup, you consider another method to backup your data.
We have many customers with more data than this customer. This is fine as long as they have a fast internet connection. However, this customer's setup prevented them from getting backed up.
Regards,
[redacted]

Backblaze does not have phone based support, we do not have phone to take or make phone calls with.
We do have chat suport and email based support.
 
Both are accessible here: 
[redacted]
You can click the chat button to chat or create a ticket on this...

page.
 
I am sorry that the user wants something that we do not offer but that is the case here.
 
 
Thanks,
[redacted]

Initial Business Response /* (1000, 9, 2015/11/16) */
Received business response via email on 11/16/15:
This is in response to the above mentioned customer complaint. Backblaze provides a completely unlimited data backup service for just $5/month.
The company is the chosen of service of the...

most respected consumer tech reviewer, [redacted]:
http://recode.net/2014/03/11/triple-coverage-back-up-your-computer-in-three-ways...⇄ /> The #1 backup service out of 34 reviewed on About.com:
http://pcsupport.about.com/od/maintenance/tp/online_backup_services.htm
And has won numerous awards, services hundreds of thousands of customers for nearly a decade, and recovered over 10 billion files for its customers.
Having said that, the company cannot change the laws of physics:
* This user has so much data that uploading it over the user's Internet connection would take years.
* Making it worse, the user often disconnected their hard drives so they would not be able to be backed up
* Finally, the user would leave the drives unplugged for long enough that our service would remove the data
The Backblaze best practices are sent out to all user when they purchase.
https://www.backblaze.com/backup-best-practices.html
#3 says that if it is forecast to take more than 30 days to create a full backup, you consider another method to backup your data.
We have many customers with more data than this customer. This is fine as long as they have a fast internet connection. However, this customer's setup prevented them from getting backed up.
Regards,
[redacted]

Hi! I just got a reply after I finally sent a nasty email to Backblaze about getting a refund. They are giving me back the entire amount so I don't need the complaint anymore. Thanks in advance. Peace, [redacted]