I was a Mozy backup customer for years and all of a sudden a Carbonite icon appeared on my desktop. I thought it was a hack and removed the unauthorized software install immediately. Then when I continued backing up with Mozy I started getting messages Mozy is now Carbonite. I did reviews research for Carbonite and for many reasons including slow speed, high price, and customer dissatisfaction I decided on another company. I restored my files from Mozy for several computers and as instructed deleted all files from their servers thereby canceling the account... all this many days prior to rebilling. Meanwhile I contacted Carbonite and responded to their emails confirming I did not want to renew. And I ignored their request to update my credit card. All were emails were ignored and the last email was that your Carbonite account was going to be canceled. Then several days later, despite all of the above Carbonite goes ahead and charges me the new monthly charge... on a credit card they asked me to update ( which I didn’t, so they figured out on their own what the new card info was. If only they spent as much time on customer satisfaction rather than screwing people as other complaints attest. Now I’ll have to do a chargeback!
Hello ***, Thank you for contacting us through the Revdex.comI am sorry to hear that your hard drive crashed and for theconfusion on the features of your planCarbonite offers different consumerplans to meet users particular needsWe offer Consumer Basic, Plus and Prime.This information is
easily found at ***You can see that additional features for each are in bold and green lettering,intended to highlight the additional offeringsYou will also find this information by following this link: ***In addition, during the install process we provide a pop up message that warns you containing this information.I see that you selected the Basic plan that does not automatically backup videosThey would need to be selected manually with this planOur Senior Manager of *** has informed me that he, as well as other support representatives, have spoken to you at length on these issuesWe provide free US based customer supportOur agents are happy to demonstrate howour products work or answer any questionsWe are happy to have a seniortechnician work with you to ensure that Carbonite is backing up all yourvaluable files.Sincerely,***
Solutions Team SpecialistCarbonite, Inc
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
The business (Carbonite) is sticking to the same broken record They claim the "product" I am using was not meant to backup as much data as I have been, yet it is marketed and sold as an UNLIMITED backup solution Hypocritical! They also claim the backup product I am using is "unstable", yet the SAME exact product is used with all their *** backup plans and services, regardless of version of ***The only difference is at the licensing level! Carbnonite has a single *** client software, so these comments are obviously geared towards the ignorant and non-technical What is happening is that Carbonite, in their rush to compete, has created a backup plan that they never assumed people would actually use to the fullest extent as marketed, and now wish to make more money from said clients This is akin to an "all-you-can-eat" restaurant trying to convince patrons to switch from the unlimited buffet to the pricier and limited a-la-carte menu system, but only because they ate too much! Offering to "convert" my data easily and for free between plans is another joke, as the plans and the data itself are completely separate entitiesThis "conversion" is just a simple billing system mapping for a more expensive plan, the data never gets touched as it's encrypted I was not born yesterday and yes I think that if a company accepts payment for a service, they should stick by the grandfathered clients, even if they realize that they could have made more money by selling said service piecemealFeel free to change the unlimited plan and feel free to upgrade your backup software to detect the server operating system and thus restrict new clients from using this plan before they are invested, but don't play games with grandfathered clients and their data.To recap, I have been using the same/only Carbonite backup software ("product") with an Unlimited Plan, who's only restrictions have been that it can only be used on a single computer with local storage Both of these requirements have been met I am not in violation of any other restrictions and thus would like to continue using said service in the same fashion and at the same price point, a price-pont and service tier that is still active and still being offered.
Regards,
*** ***
This issue has been resolved on 2/16/and we have communicated with our client through our Customer Support portalRegards,***Solutions Team SpecialistCarbonite, Inc
Revdex.com:
I have reviewed the
response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
Regards,
*** ***
The message I received through Carbonite was that they would refund $to my ***I do not have a *** I only have ***Therefore the response I received from Carbonite is inadequateAnother means of refund has to be used
Hello Mr***,It was nice speaking to you todayWe have reactivated your subscription and I will be following up with you through our Support portal.Regards,***Solutions Team SpecialistCarbonite, Inc
Hello Mr.***,Thank you for contacting us through the Revdex.comWe have reviewed your outlinedconcerns regarding our Terms of ServiceWe have responded to your requests throughour Customer Support center.Sincerely,***
Solutions Team SpecialistCarbonite, Inc
Hello Ms***, Thank you for contacting us through the Revdex.com and for explaining your situationI am very sorry that your computercrashed and your files were not recoverable because your subscription had expiredCarbonite keeps your data for days past the expiration date givingyou time to
renew your subscription if you so chooseWe do our best to notify our users with popups and emails letting you know how much time you have leftbefore the data is removed from our serversWe realize that you may not have received the popups but we have documented that Carbonite sent emails on 09/21/2014, 10/06/2014, 10/14/2014,10/21/We have verified that these emails were delivered successfully to ***@ltol.com.Carbonite performed as designed and your files were protected during your paid subscription Sincerely,***Solutions Team SpecialistCarbonite, Inc
Hello Mr***, Thank you for contacting us through the Revdex.com and for being a loyal customer since Carbonite hasspecifically designed our *** *** product to work on Server plansOurconsumer product that you have been using was never intended or designed toback up a Server Operating
systemIt was also not intended to backup 10TB ofdata or perform a successful restore for that amount of dataWe have beenalerting our consumer users that we will not be supporting that product whenused on a *** File Server, as we have a product specifically designed withthe features to support your systemWe are not trying to shut you out, we arewilling to work with you and protect your dataYou state that you have neverhad an issue using the incorrect product but I see that you have never tried torestore all of your dataWe cannot guarantee the products success if youshould need to restore 10TB of data, while using the incorrect productIunderstand your concerns regarding the upload process time, however you will notneed to perform the backup again when you convert to *** ***Part of the conversion process is that you do not need to preform the backup againWe are happy toassist you with your conversion to the *** *** product to ensure your data is correctly backed up and the product is functioning correctly.Sincerely,
***
Solutions Team SpecialistCarbonite, Inc
Dear Mr***,Thank you for contacting us through the Revdex.com. We have reviewed your mother’saccount and see that recurring billing was selected at the time of purchaseWealso see that the computer was connected and backing up for the entire yearuntil the expiration date of 2/12/Your
mother’s recurring billing hasbeen deactivated and we have removed her account from our databaseThere willbe no further charges.Sincerely,
***
Solutions Team Specialist Carbonite, Inc
Hello Mr***, Thank you for contacting us through the Revdex.comI apologize that Carbonite Business did not meet your online backup needsWe have responded to your request for a pro-rated refund through our Customer Support centerSincerely, *** Solutions Team Specialist Carbonite, Inc
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
My issue is that my deceased Mother was charged after her death, for a service that she was unable to useYou were notified of her death before one year had passed, and have failed to issue a refund Whether Carbonite was installed on the computer or not installed, makes no difference to me whatsoever. We only used the computer to access "Roboform" which had the saved passwords we needed to access financial accounts from my own computer, per my duties as executorThe computer was not used often enough to warrant any charge by CarboniteMore importantly, I had no idea that Carbonite was even installed until I noticed the billingThis extreme difficulty in simply getting Carbonite to do the proper and ethical thingwas encountered before I filed this complaint with the Revdex.com, through an attempt to resolve this privately, The fact that simply getting a refund continues to be so difficult is astounding to me! It speaks volumes about what Carbonite thinks of its customers. I would kindly like my deceased Mother's funds returned to the EstateI have made this request over over times nowI fail to see why this cannot be understood? This matter will only be resolved when the funds are returned.Respectfully,*** ***
Hello Mr.***,
Thank you for contacting us through the Revdex.comWe have responded to your request for a pro-rated refund through our Customer Support center
Sincerely,
***
Solutions Team Specialist
Carbonite, Inc
Hello Mr***,Thank you for contacting us through the Revdex.comI apologize for the breakthroughin communication regarding your refund for the unwanted renewalI have had your recent renewal refunded back to your credit card.Sincerely,***Solutions Team SpecialistCarbonite, Inc
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
Everything stated above is incorrect and manipulated Carbonite has turned into a money hungry operation that has no regard for its clients and cannot abide by their own original policies.Let me make a few simple bullets to illustrate my point:1) The plan I am using is PERSONAL & UNLIMITED! - So why are you counting the size of my data??? - How is the size of my data relevant on an UNLIMITED plan????2) You can't even read your own records! - It is 10.5TB of data, not "over 14TB" of data and thats a big differenceShows ignorance of the facts and specifics on the account from whomever is responding to this case on the Carbonite side.3) The computer is a Desktop Computer, a *** if specifics are needed Just because it runs one flavor of an ** that no one had any issues with for years it still means it matches the plan requirements.4) When I signed up over years ago there was no mention anywhere of Server OS being an issue and the software that backs up my data did not care one way or another.5) The data is LOCAL to the computer, not external as it would be in a business plan - Clearly matches the requirements - And my needs are met, I don't need anything else!6) The ** running on the computer has no baring on the size of the data or anything else- If the Carbonite software was not good/usable to backup a "server" ** it would not do so in the 1st place and complain when installed! - Thats what everyone else does!7) I run a Server ** on a Desktop computer because it is more efficient and faster then a desktop ** There is no difference in the amount of data that can be used with one vs the other! - If I downgrade to *** will it make you all happy?8) No one has breached any terms of use- How can anyone manipulate the Carbonite service??? - It is the Carbonite made and untouched software that is been working and backing up for years! No one has modified it in any way!9) Why is Carbonite saying they are unable to contact me! - I started the Revdex.com case against them after they contacted me, and I found their demands outrageous and their representatives unwilling to even compromise.10) I have the email I received from their VP stating my "data was at risk" if I did not upgrade my plan and paid times more Concerned, I asked for details & specifics about the data loss risk and instead of replying he sent a sales guy to try to convince me to pay more
My PAID FOR IN ADVANCE plan runs untill Sunday September 20th, While Carbonite may choose not to renew my subscription at that time, any early cancellation like this, and under these threatening and accusations will be grounds for litigation Also the lack of renewal of my account should be accompanied with official proof of proper and secure erasure of all my personal and confidential data.Regards,
*** ***
P.S You state want to talk, feel free to call me on my cell @ ###-###-#### but be assured that the call will be recorded and I will post a transcript on-line here
Hello Mr***,Thank you for contacting us through the Revdex.com and for your feedback on our trialprocessI have asked our Senior Escalations Manager to contact youHe hadtried to reach you by phone unsuccessfully but has left a messageWe haveresearched your support experience and he has reached out
via email through Carbonite's support center with ourfindingsPlease feel free to respond directly to that noteSincerely,***Solutions Team SpecialistCarbonite, Inc
Hello Mr***,
Thank you for contacting us through the Revdex.comWe have contacted you through our support
center regarding your request and resolution.
Sincerely,
***
Solutions Team Specialist
Carbonite, Inc
I do NOT SEE ANY CONTENT to their reply? The company has attempted to call me times, but they have left messages and offer no call back number so I have not yet been able to communicate with them
Regards,
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
The response from Carbonite is unacceptable.The response must include a check for $1,100, which willcover the costs for restoring the data that Carbonite promised to cover, butdid not deliver.Carbonite says as evidence that it “clearly states” itsbackup policyIts idea of clearly stating is a “support” site and not carbonite.com.Even then apparently the information is buried within an “article” and notstated at the top level siteEven the paragraph that Carbonite sites as beingso clear begins with “during your free trial period.” I was not a “trial”customerI have been paying my subscription loyally for yearsHow far intoCarbonite’s extensive website is a reasonable consumer expected to delve todetermine that “unlimited” is, in fact, limited to the point of uselessness? The paragraph that Carbonite sites only mentions video filesin the context of the “Personal Prime” subscriptionThat is not thesubscription that I hadDiscussion of what is or is not included with “PersonalPrime” is irrelevant to my caseI guess the company is arguing that if itdescribes the benefits available in the more expensive plan that would suggestthat these offerings are NOT available in the less expensive planThis is notnecessarily the case, and a reasonable consumer would not necessarily draw thisconclusionIt’s just another way that Carbonite is dancing around the limitationsof its backup plans to draw in and deceive reasonable consumers.In its response Carbonite refers to the site http://www.carbonite.com/backup/buy-personal.That site only states that “automatic” backup of videos isn’t covered, implyingthe user need to take an action to backup videosIn other parts of your siteit indicates that you can designate the folder, and all its contents, forbackup. (“files are automatically includedas long as the folder they reside in is selected for back up”) I selected the “my videos” folder for backupusing the standard Carbonite procedure, but still Carbonite did not backup myfiles because of its deceptive practices.Carbonite says its agents are “happy” to discuss its plans.I spoke directly with a sales agent of Carbonite who never mentioned theomission of video files from the plan I was on. This is a classic, deceptive bait-and-switchThe bait is come for the”unlimited” and “easy” and “automatic” online backupThese are the messages atthe top of Carbonite’s websiteThese are the messages in its deceptive ads, aswell as what the representatives implyThe switch comes when the consumerrelies on the claims he is told that the bulk of his backup is NOT covered byCarbonite
Regards,
*** ***
Dear Ms. [redacted], Thank you for contacting us through the Revdex.com. I apologize that Carbonite can no longer meet your online backup needs because of Internet speed constraints. Carbonite does have a documented refund policy at...
https://support.carbonite.com/articles/Personal-Pro-Server-[redacted]-Refunds . We have issued you a refund for the second year of the subscription and hope that you will give Carbonite another chance in the future should your Internet speed improve. Regards, [redacted] Solutions Team Specialist Carbonite, Inc.
I was a Mozy backup customer for years and all of a sudden a Carbonite icon appeared on my desktop. I thought it was a hack and removed the unauthorized software install immediately. Then when I continued backing up with Mozy I started getting messages Mozy is now Carbonite. I did reviews research for Carbonite and for many reasons including slow speed, high price, and customer dissatisfaction I decided on another company. I restored my files from Mozy for several computers and as instructed deleted all files from their servers thereby canceling the account... all this many days prior to rebilling. Meanwhile I contacted Carbonite and responded to their emails confirming I did not want to renew. And I ignored their request to update my credit card. All were emails were ignored and the last email was that your Carbonite account was going to be canceled. Then several days later, despite all of the above Carbonite goes ahead and charges me the new monthly charge... on a credit card they asked me to update ( which I didn’t, so they figured out on their own what the new card info was. If only they spent as much time on customer satisfaction rather than screwing people as other complaints attest. Now I’ll have to do a chargeback!
Hello ***, Thank you for contacting us through the Revdex.comI am sorry to hear that your hard drive crashed and for theconfusion on the features of your planCarbonite offers different consumerplans to meet users particular needsWe offer Consumer Basic, Plus and Prime.This information is
easily found at ***You can see that additional features for each are in bold and green lettering,intended to highlight the additional offeringsYou will also find this information by following this link: ***In addition, during the install process we provide a pop up message that warns you containing this information.I see that you selected the Basic plan that does not automatically backup videosThey would need to be selected manually with this planOur Senior Manager of *** has informed me that he, as well as other support representatives, have spoken to you at length on these issuesWe provide free US based customer supportOur agents are happy to demonstrate howour products work or answer any questionsWe are happy to have a seniortechnician work with you to ensure that Carbonite is backing up all yourvaluable files.Sincerely,***
Solutions Team SpecialistCarbonite, Inc
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
The business (Carbonite) is sticking to the same broken record They claim the "product" I am using was not meant to backup as much data as I have been, yet it is marketed and sold as an UNLIMITED backup solution Hypocritical! They also claim the backup product I am using is "unstable", yet the SAME exact product is used with all their *** backup plans and services, regardless of version of ***The only difference is at the licensing level! Carbnonite has a single *** client software, so these comments are obviously geared towards the ignorant and non-technical What is happening is that Carbonite, in their rush to compete, has created a backup plan that they never assumed people would actually use to the fullest extent as marketed, and now wish to make more money from said clients This is akin to an "all-you-can-eat" restaurant trying to convince patrons to switch from the unlimited buffet to the pricier and limited a-la-carte menu system, but only because they ate too much! Offering to "convert" my data easily and for free between plans is another joke, as the plans and the data itself are completely separate entitiesThis "conversion" is just a simple billing system mapping for a more expensive plan, the data never gets touched as it's encrypted I was not born yesterday and yes I think that if a company accepts payment for a service, they should stick by the grandfathered clients, even if they realize that they could have made more money by selling said service piecemealFeel free to change the unlimited plan and feel free to upgrade your backup software to detect the server operating system and thus restrict new clients from using this plan before they are invested, but don't play games with grandfathered clients and their data.To recap, I have been using the same/only Carbonite backup software ("product") with an Unlimited Plan, who's only restrictions have been that it can only be used on a single computer with local storage Both of these requirements have been met I am not in violation of any other restrictions and thus would like to continue using said service in the same fashion and at the same price point, a price-pont and service tier that is still active and still being offered.
Regards,
*** ***
This issue has been resolved on 2/16/and we have communicated with our client through our Customer Support portalRegards,***Solutions Team SpecialistCarbonite, Inc
Revdex.com:
I have reviewed the
response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
Regards,
*** ***
The message I received through Carbonite was that they would refund $to my ***I do not have a *** I only have ***Therefore the response I received from Carbonite is inadequateAnother means of refund has to be used
Hello Mr***,It was nice speaking to you todayWe have reactivated your subscription and I will be following up with you through our Support portal.Regards,***Solutions Team SpecialistCarbonite, Inc
Hello Mr.***,Thank you for contacting us through the Revdex.comWe have reviewed your outlinedconcerns regarding our Terms of ServiceWe have responded to your requests throughour Customer Support center.Sincerely,***
Solutions Team SpecialistCarbonite, Inc
Hello Ms***, Thank you for contacting us through the Revdex.com and for explaining your situationI am very sorry that your computercrashed and your files were not recoverable because your subscription had expiredCarbonite keeps your data for days past the expiration date givingyou time to
renew your subscription if you so chooseWe do our best to notify our users with popups and emails letting you know how much time you have leftbefore the data is removed from our serversWe realize that you may not have received the popups but we have documented that Carbonite sent emails on 09/21/2014, 10/06/2014, 10/14/2014,10/21/We have verified that these emails were delivered successfully to ***@ltol.com.Carbonite performed as designed and your files were protected during your paid subscription Sincerely,***Solutions Team SpecialistCarbonite, Inc
Hello Mr***, Thank you for contacting us through the Revdex.com and for being a loyal customer since Carbonite hasspecifically designed our *** *** product to work on Server plansOurconsumer product that you have been using was never intended or designed toback up a Server Operating
systemIt was also not intended to backup 10TB ofdata or perform a successful restore for that amount of dataWe have beenalerting our consumer users that we will not be supporting that product whenused on a *** File Server, as we have a product specifically designed withthe features to support your systemWe are not trying to shut you out, we arewilling to work with you and protect your dataYou state that you have neverhad an issue using the incorrect product but I see that you have never tried torestore all of your dataWe cannot guarantee the products success if youshould need to restore 10TB of data, while using the incorrect productIunderstand your concerns regarding the upload process time, however you will notneed to perform the backup again when you convert to *** ***Part of the conversion process is that you do not need to preform the backup againWe are happy toassist you with your conversion to the *** *** product to ensure your data is correctly backed up and the product is functioning correctly.Sincerely,
***
Solutions Team SpecialistCarbonite, Inc
Dear Mr***,Thank you for contacting us through the Revdex.com. We have reviewed your mother’saccount and see that recurring billing was selected at the time of purchaseWealso see that the computer was connected and backing up for the entire yearuntil the expiration date of 2/12/Your
mother’s recurring billing hasbeen deactivated and we have removed her account from our databaseThere willbe no further charges.Sincerely,
***
Solutions Team Specialist Carbonite, Inc
Hello Mr***, Thank you for contacting us through the Revdex.comI apologize that Carbonite Business did not meet your online backup needsWe have responded to your request for a pro-rated refund through our Customer Support centerSincerely, *** Solutions Team Specialist Carbonite, Inc
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
My issue is that my deceased Mother was charged after her death, for a service that she was unable to useYou were notified of her death before one year had passed, and have failed to issue a refund Whether Carbonite was installed on the computer or not installed, makes no difference to me whatsoever. We only used the computer to access "Roboform" which had the saved passwords we needed to access financial accounts from my own computer, per my duties as executorThe computer was not used often enough to warrant any charge by CarboniteMore importantly, I had no idea that Carbonite was even installed until I noticed the billingThis extreme difficulty in simply getting Carbonite to do the proper and ethical thingwas encountered before I filed this complaint with the Revdex.com, through an attempt to resolve this privately, The fact that simply getting a refund continues to be so difficult is astounding to me! It speaks volumes about what Carbonite thinks of its customers. I would kindly like my deceased Mother's funds returned to the EstateI have made this request over over times nowI fail to see why this cannot be understood? This matter will only be resolved when the funds are returned.Respectfully,*** ***
Hello Mr.***,
Thank you for contacting us through the Revdex.comWe have responded to your request for a pro-rated refund through our Customer Support center
Sincerely,
***
Solutions Team Specialist
Carbonite, Inc
Hello Mr***,Thank you for contacting us through the Revdex.comI apologize for the breakthroughin communication regarding your refund for the unwanted renewalI have had your recent renewal refunded back to your credit card.Sincerely,***Solutions Team SpecialistCarbonite, Inc
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
Everything stated above is incorrect and manipulated Carbonite has turned into a money hungry operation that has no regard for its clients and cannot abide by their own original policies.Let me make a few simple bullets to illustrate my point:1) The plan I am using is PERSONAL & UNLIMITED! - So why are you counting the size of my data??? - How is the size of my data relevant on an UNLIMITED plan????2) You can't even read your own records! - It is 10.5TB of data, not "over 14TB" of data and thats a big differenceShows ignorance of the facts and specifics on the account from whomever is responding to this case on the Carbonite side.3) The computer is a Desktop Computer, a *** if specifics are needed Just because it runs one flavor of an ** that no one had any issues with for years it still means it matches the plan requirements.4) When I signed up over years ago there was no mention anywhere of Server OS being an issue and the software that backs up my data did not care one way or another.5) The data is LOCAL to the computer, not external as it would be in a business plan - Clearly matches the requirements - And my needs are met, I don't need anything else!6) The ** running on the computer has no baring on the size of the data or anything else- If the Carbonite software was not good/usable to backup a "server" ** it would not do so in the 1st place and complain when installed! - Thats what everyone else does!7) I run a Server ** on a Desktop computer because it is more efficient and faster then a desktop ** There is no difference in the amount of data that can be used with one vs the other! - If I downgrade to *** will it make you all happy?8) No one has breached any terms of use- How can anyone manipulate the Carbonite service??? - It is the Carbonite made and untouched software that is been working and backing up for years! No one has modified it in any way!9) Why is Carbonite saying they are unable to contact me! - I started the Revdex.com case against them after they contacted me, and I found their demands outrageous and their representatives unwilling to even compromise.10) I have the email I received from their VP stating my "data was at risk" if I did not upgrade my plan and paid times more Concerned, I asked for details & specifics about the data loss risk and instead of replying he sent a sales guy to try to convince me to pay more
My PAID FOR IN ADVANCE plan runs untill Sunday September 20th, While Carbonite may choose not to renew my subscription at that time, any early cancellation like this, and under these threatening and accusations will be grounds for litigation Also the lack of renewal of my account should be accompanied with official proof of proper and secure erasure of all my personal and confidential data.Regards,
*** ***
P.S You state want to talk, feel free to call me on my cell @ ###-###-#### but be assured that the call will be recorded and I will post a transcript on-line here
Hello Mr***,Thank you for contacting us through the Revdex.com and for your feedback on our trialprocessI have asked our Senior Escalations Manager to contact youHe hadtried to reach you by phone unsuccessfully but has left a messageWe haveresearched your support experience and he has reached out
via email through Carbonite's support center with ourfindingsPlease feel free to respond directly to that noteSincerely,***Solutions Team SpecialistCarbonite, Inc
Hello Mr***,
Thank you for contacting us through the Revdex.comWe have contacted you through our support
center regarding your request and resolution.
Sincerely,
***
Solutions Team Specialist
Carbonite, Inc
I do NOT SEE ANY CONTENT to their reply? The company has attempted to call me times, but they have left messages and offer no call back number so I have not yet been able to communicate with them
Regards,
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
The response from Carbonite is unacceptable.The response must include a check for $1,100, which willcover the costs for restoring the data that Carbonite promised to cover, butdid not deliver.Carbonite says as evidence that it “clearly states” itsbackup policyIts idea of clearly stating is a “support” site and not carbonite.com.Even then apparently the information is buried within an “article” and notstated at the top level siteEven the paragraph that Carbonite sites as beingso clear begins with “during your free trial period.” I was not a “trial”customerI have been paying my subscription loyally for yearsHow far intoCarbonite’s extensive website is a reasonable consumer expected to delve todetermine that “unlimited” is, in fact, limited to the point of uselessness? The paragraph that Carbonite sites only mentions video filesin the context of the “Personal Prime” subscriptionThat is not thesubscription that I hadDiscussion of what is or is not included with “PersonalPrime” is irrelevant to my caseI guess the company is arguing that if itdescribes the benefits available in the more expensive plan that would suggestthat these offerings are NOT available in the less expensive planThis is notnecessarily the case, and a reasonable consumer would not necessarily draw thisconclusionIt’s just another way that Carbonite is dancing around the limitationsof its backup plans to draw in and deceive reasonable consumers.In its response Carbonite refers to the site http://www.carbonite.com/backup/buy-personal.That site only states that “automatic” backup of videos isn’t covered, implyingthe user need to take an action to backup videosIn other parts of your siteit indicates that you can designate the folder, and all its contents, forbackup. (“files are automatically includedas long as the folder they reside in is selected for back up”) I selected the “my videos” folder for backupusing the standard Carbonite procedure, but still Carbonite did not backup myfiles because of its deceptive practices.Carbonite says its agents are “happy” to discuss its plans.I spoke directly with a sales agent of Carbonite who never mentioned theomission of video files from the plan I was on. This is a classic, deceptive bait-and-switchThe bait is come for the”unlimited” and “easy” and “automatic” online backupThese are the messages atthe top of Carbonite’s websiteThese are the messages in its deceptive ads, aswell as what the representatives implyThe switch comes when the consumerrelies on the claims he is told that the bulk of his backup is NOT covered byCarbonite
Regards,
*** ***
Dear Ms. [redacted], Thank you for contacting us through the Revdex.com. I apologize that Carbonite can no longer meet your online backup needs because of Internet speed constraints. Carbonite does have a documented refund policy at...
https://support.carbonite.com/articles/Personal-Pro-Server-[redacted]-Refunds . We have issued you a refund for the second year of the subscription and hope that you will give Carbonite another chance in the future should your Internet speed improve. Regards, [redacted] Solutions Team Specialist Carbonite, Inc.