Dear Mr. [redacted], Thank you for contacting us through the Revdex.com. I’m sorry to hear that your system was infected with the Locki version of the Crypto virus. I want to apologize for any confusion regarding the time it takes to restore your data. Recovering small amounts of data (a few files here or...
there) usually takes only a few seconds or minutes. Restoring all of your data will take longer depending on how much data you have and the speed of your ISP. Carbonite has worked very hard to inform users of our features through our extensive Knowledge Base and customer support. I see that you have 506GB backed up to our servers. Restoring that much data will take days to recover through the Carbonite Backup Drive. Carbonite does not advertise that it will take minutes to recover that much data. We do advertise that you can restore specific files using our Anywhere Anytime Access however, due to the modifications we needed to make to your status files, you would need to cancel your current restore and use the Carbonite Backup Drive to restore. Unfortunately Anywhere Anytime Access will not work until the computer begins backing up and the client syncs with the server. We also offer a Courier Recovery service for instances where you need the data quickly and I see that you did take advantage of that feature. We expect you to have that drive in hand by Monday or Tuesday at the latest at which time you will be up and running. We appreciate you choosing Carbonite as your online backup provider. Sincerely, [redacted] Solutions Team Specialist Carbonite, Inc.
If they sent me an automated response why can't they produce the emails they supposedly sent to me. They have no problem getting marketing emails and other automated emails through to me so I do not believe they sent any notifications what so ever. This is a very bad excuse for doing very bad business.
Regards,
[redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]
This user has accepted a pro-rated refund. He opted not to continue troubleshooting. Once he receives his refund, the case will be closed. Thank you,[redacted]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 # [redacted]. Please add your rejection comments below.
[The 373GB's was a combination of two trials which is 30 days...however, even at 15days that's 2Mbps Up. The 191GB's that I have now is 9 days which averages 2Mbps. Is that not obvious somehow? Your agent said that he was pinging me at 1.1Mbps. Is that not obvious somehow?The speeds are not being used by your program.Lets do this...let's eliminate or at least pin-point each of those "numerous factors". At some point in time, we should be able to figure out what is slowing it down, right?The website says this:About Your Backup SpeedThe speed of your Internet connection is the primary factor for how fast you can back up your files to Carbonite's servers. Your backup speed will also depend on the speed of your computer, the amount of data selected for backup, and the amount of strain your other programs and services have on your internet connection.You will be able to experience upload speeds of up to 10Mbps depending on the speed of your internet connection. For example, a [redacted] (fiber optic connection) user will back up and restore at a much faster rate than a [redacted] user. A cable user may back up and restore slower during peak cable usage times. Additionally, Carbonite slows down while you are using your computer to avoid interfering with your important tasks.Your computer's hibernation and sleep settings can also effect your backup speed. Adjusting these settings for your PC or [redacted] so that your computer remains on will help ensure that your initial backup happens as fast as possible. Increasing Your Backup SpeedTips that may help increase your backup speed:Physically connect your computer to your router or modem instead of using a wireless connection.When practical, use the computer as seldom as possible during backups. Adjust sleep and hibernation settings so that your computer remains on.Close programs you aren't actively using - especially those that connect to the internet.Ensure that Carbonite is properly allowed through your firewall or other security software.Note: Backup and restore operations can only take place while the computer is on and connected to the internet. If your computer is in a low power state, hibernate, or sleep mode, Carbonite cannot perform backup or restore operations. When your computer turns on and connects to the Internet, your backup will resume from the file it left off on. I have covered all of this, and I meet all of the qualifications listed under "Tips that may help increase your backup speed"Since you are going to stick to their being a problem on this end, please tell me of the other possibilities that I am or may be missing Thank you.]
Regards,
[redacted]
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 # [redacted]. Please add your rejection comments below.
The company indicated that I declined Tier 2 support - that is incorrect. Tier 2 called me two twice -- I declined it to be on hold - I did not decline the support. The tech that indicated that was rude from the onset and felt she had to work to resolve the issue. [redacted], was the tech and her supervisor would not even speak with me.I would suggest Carbonite get the facts before sending out misleading information.
Regards,
[redacted]
Thank you for sharing this with us, this message is to confirm receipt. We are reviewing [redacted]'s account and history now and will followup immediately with a response. Thank you,Carbonite Customer Care
Dear Mr. [redacted],Thank you for contacting us through the Revdex.com. I apologize that Carbonite can no longer meet your online backup needs. We have responded to your request through our Customer Service center on 7/8/2016. Regards,[redacted]Solutions Team SpecialistCarbonite, Inc.
This user just sent us the verification letter from the bank verifying that she was charged a fee today. We have set a refund in motion today for the reimbursement. She was notified of this today. I am not aware of anyone offering her 2 free months. She may have received an automated message to renew since she still has about 40 days left on her account. Regards,[redacted]Solutions Team SpecialistCarbonite, Inc.
Dear Mr. [redacted],Thank you for contacting us through the Revdex.com. For security reasons we do require that accounts be verified in full before a refund is issued. I see that you have provided the necessary information and we will go ahead and process your refund. You will receive notice via email it is...
completed. Thank you for giving Carbonite a try and we appreciate your patience. Regards, [redacted]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 # [redacted]. Please add your rejection comments below.
The response from Carbonite is unacceptable. If the companyis truly “sorry” it will make me whole by sending me a check for the amount ofretrieving that data that I reasonably thought was backed up by Carbonite. Mylatest estimate for that amount is $1,100, which is the quote I received from TheData Rescue Center in Fremont, CA.The reason that Carbonite should make me whole is that itstrade practices meet the standard of deceptive as defined by the Federal TradeCommission.First, there is a representation that is likely to misleadthe consumer, namely that Carbonite’s service is “unlimited” and “easy”. Theseclaims are made very prominently on Carbonite’s website. For example:[redacted]Carbonite Personal offersunlimited cloud storage as part of your subscription. You can back up all yourfiles without worrying about running out of space.”After reading that claim it is unreasonable to assume that a customerwill then delve deeply into Carbonite.com’s website to find out that “unlimited”and “all of your files” does not mean that, but, in fact means that the serviceis limited to files that are not video files - the very opposite of the company's claim.Second, reasonable people can be confused by these claims of unlimiteddata backup. Typically in the industry data is measured in terms of size offiles, not file types. For instance, in cellular data the consumer is limitedin the amount of data he/she can download, not whether the files are emails,videos, etc. Carbonite arbitrarily limits video backup so that it can makethe claim of being “unlimited” without backing up the large files that mostconsumers have and value most. This is deceptive.Third, this deception on the part of Carbonite is material to me and toall reasonable consumers. A large and growing portion of files of consumers arevideos. It’s where we keep our memories that are the richest and most valued. ForCarbonite to exclude these files from its offerings can only be for purposes ofluring in reasonable consumers and then delivering an inferior service.“Unlimited”, “simple”, “automatic” these are thepromises that Carbonite explicitly and prominently proclaims in its website.These are straight forward terms, not subject to interpretation. I have beenthrough the sales process two times with Carbonite, and no mention was evermade of such a glaring exception to these simple claims. Carbonite needs tochange its deceptive trade practices and begin by making me whole.
Regards,
[redacted]
Hello Ms. [redacted],Thank you for contacting us
through the Revdex.com. I am sorry that you had issues with your restore sessions
causing duplication on your computer. Our agents go through extensive training,
both technical and customer service oriented. We understand the sensitivity and
security issues...
that are involved when we remote into a user’s computer. I do
apologize if you felt that we were not performing to the utmost standard. We
will be reviewing all of your support calls to understand how we can improve. I have asked one of our Senior
Escalation members to contact you to assist with removing the duplicate
restores. Thank you for giving us the opportunity to make this right.Sincerely, [redacted] Solutions Team Specialist Carbonite, Inc.
Hello Mr. [redacted], Thank you for responding and I apologize that there was a misunderstanding. [redacted] will be reaching out to you to follow up and resolve your case. Sincerely, [redacted] Solutions Team Specialist Carbonite, Inc.
Hello [redacted],Thank you for your response. I have spoken to [redacted] and he informs me that you have come to a mutual resolution on your case. Sincerely, [redacted] Solutions Team Specialist Carbonite, Inc.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]
Dear Mr. [redacted], Thank you for contacting us through the Revdex.com. I see that you contacted us on 4/8/16 and spoke to our technician regarding your energy usage. He showed you your energy usage in the activity monitor and it revealed that Carbonite was fairly low but Safari was using the majority of...
the battery. Your initial backup is completed and Carbonite will only be backing up new and changed files going forward. We do appreciate that you have given us the opportunity to support your issue and want you to be happy with the product. We will be issuing you a refund for the recent subscription and hope that you will consider us again in the future. Regards, [redacted] Solutions Team Specialist Carbonite, Inc.
Dear Mr. [redacted], Thank you for contacting us through the Revdex.com. I see that you had contacted us in late 2015 regarding your subscription transfer to a [redacted]. I am sorry that you are still experiencing slow backup. I have asked our Senior Escalation Manager to contact you to setup a call to discuss...
your case in more detail and your options. I see that you have verified your account if a refund is necessary. Regards, [redacted]Solutions Team SpecialistCarbonite, Inc.
Hello Ms. [redacted], Thank you for contacting us through the Revdex.com. I am sorry that you had issues with the backup on your [redacted]. Carbonite takes security very seriously and we will not refund an account without the proper verification. Once your subscription is refunded, your data is no longer available....
As you can imagine, we will not do that without first verifying that you are the rightful owner. This is for our users security and protection. I do see that you verified the invoice number of your subscription through the Revdex.com site and we have refunded your subscription. We have closed your account so that you will not receive any other alerts and will not be charged again. Sincerely, [redacted] Solutions Team Specialist Carbonite, Inc.
Dear Mr. [redacted], Thank you for contacting us through the Revdex.com. I am very sorry that your deleted account was charged with auto renew. We have issued a full refund to your [redacted] ending in [redacted] on 4/19/17. The auto renew has been deactivated and your information was removed from our servers. ...
Sincerely, [redacted] Solutions Team Specialist Carbonite, Inc.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. The company has provided my requested prorated refund and all accounts have now been closed with the company.
Regards,
[redacted]
Dear Mr. [redacted], Thank you for contacting us through the Revdex.com. I’m sorry to hear that your system was infected with the Locki version of the Crypto virus. I want to apologize for any confusion regarding the time it takes to restore your data. Recovering small amounts of data (a few files here or...
there) usually takes only a few seconds or minutes. Restoring all of your data will take longer depending on how much data you have and the speed of your ISP. Carbonite has worked very hard to inform users of our features through our extensive Knowledge Base and customer support. I see that you have 506GB backed up to our servers. Restoring that much data will take days to recover through the Carbonite Backup Drive. Carbonite does not advertise that it will take minutes to recover that much data. We do advertise that you can restore specific files using our Anywhere Anytime Access however, due to the modifications we needed to make to your status files, you would need to cancel your current restore and use the Carbonite Backup Drive to restore. Unfortunately Anywhere Anytime Access will not work until the computer begins backing up and the client syncs with the server. We also offer a Courier Recovery service for instances where you need the data quickly and I see that you did take advantage of that feature. We expect you to have that drive in hand by Monday or Tuesday at the latest at which time you will be up and running. We appreciate you choosing Carbonite as your online backup provider. Sincerely, [redacted] Solutions Team Specialist Carbonite, Inc.
If they sent me an automated response why can't they produce the emails they supposedly sent to me. They have no problem getting marketing emails and other automated emails through to me so I do not believe they sent any notifications what so ever. This is a very bad excuse for doing very bad business.
Regards,
[redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]
This user has accepted a pro-rated refund. He opted not to continue troubleshooting. Once he receives his refund, the case will be closed. Thank you,[redacted]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 # [redacted]. Please add your rejection comments below.
[The 373GB's was a combination of two trials which is 30 days...however, even at 15days that's 2Mbps Up. The 191GB's that I have now is 9 days which averages 2Mbps. Is that not obvious somehow? Your agent said that he was pinging me at 1.1Mbps. Is that not obvious somehow?The speeds are not being used by your program.Lets do this...let's eliminate or at least pin-point each of those "numerous factors". At some point in time, we should be able to figure out what is slowing it down, right?The website says this:About Your Backup SpeedThe speed of your Internet connection is the primary factor for how fast you can back up your files to Carbonite's servers. Your backup speed will also depend on the speed of your computer, the amount of data selected for backup, and the amount of strain your other programs and services have on your internet connection.You will be able to experience upload speeds of up to 10Mbps depending on the speed of your internet connection. For example, a [redacted] (fiber optic connection) user will back up and restore at a much faster rate than a [redacted] user. A cable user may back up and restore slower during peak cable usage times. Additionally, Carbonite slows down while you are using your computer to avoid interfering with your important tasks.Your computer's hibernation and sleep settings can also effect your backup speed. Adjusting these settings for your PC or [redacted] so that your computer remains on will help ensure that your initial backup happens as fast as possible. Increasing Your Backup SpeedTips that may help increase your backup speed:Physically connect your computer to your router or modem instead of using a wireless connection.When practical, use the computer as seldom as possible during backups. Adjust sleep and hibernation settings so that your computer remains on.Close programs you aren't actively using - especially those that connect to the internet.Ensure that Carbonite is properly allowed through your firewall or other security software.Note: Backup and restore operations can only take place while the computer is on and connected to the internet. If your computer is in a low power state, hibernate, or sleep mode, Carbonite cannot perform backup or restore operations. When your computer turns on and connects to the Internet, your backup will resume from the file it left off on. I have covered all of this, and I meet all of the qualifications listed under "Tips that may help increase your backup speed"Since you are going to stick to their being a problem on this end, please tell me of the other possibilities that I am or may be missing Thank you.]
Regards,
[redacted]
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 # [redacted]. Please add your rejection comments below.
The company indicated that I declined Tier 2 support - that is incorrect. Tier 2 called me two twice -- I declined it to be on hold - I did not decline the support. The tech that indicated that was rude from the onset and felt she had to work to resolve the issue. [redacted], was the tech and her supervisor would not even speak with me.I would suggest Carbonite get the facts before sending out misleading information.
Regards,
[redacted]
Thank you for sharing this with us, this message is to confirm receipt. We are reviewing [redacted]'s account and history now and will followup immediately with a response. Thank you,Carbonite Customer Care
Dear Mr. [redacted],Thank you for contacting us through the Revdex.com. I apologize that Carbonite can no longer meet your online backup needs. We have responded to your request through our Customer Service center on 7/8/2016. Regards,[redacted]Solutions Team SpecialistCarbonite, Inc.
This user just sent us the verification letter from the bank verifying that she was charged a fee today. We have set a refund in motion today for the reimbursement. She was notified of this today. I am not aware of anyone offering her 2 free months. She may have received an automated message to renew since she still has about 40 days left on her account. Regards,[redacted]Solutions Team SpecialistCarbonite, Inc.
Dear Mr. [redacted],Thank you for contacting us through the Revdex.com. For security reasons we do require that accounts be verified in full before a refund is issued. I see that you have provided the necessary information and we will go ahead and process your refund. You will receive notice via email it is...
completed. Thank you for giving Carbonite a try and we appreciate your patience. Regards, [redacted]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 # [redacted]. Please add your rejection comments below.
The response from Carbonite is unacceptable. If the companyis truly “sorry” it will make me whole by sending me a check for the amount ofretrieving that data that I reasonably thought was backed up by Carbonite. Mylatest estimate for that amount is $1,100, which is the quote I received from TheData Rescue Center in Fremont, CA.The reason that Carbonite should make me whole is that itstrade practices meet the standard of deceptive as defined by the Federal TradeCommission.First, there is a representation that is likely to misleadthe consumer, namely that Carbonite’s service is “unlimited” and “easy”. Theseclaims are made very prominently on Carbonite’s website. For example:[redacted]Carbonite Personal offersunlimited cloud storage as part of your subscription. You can back up all yourfiles without worrying about running out of space.”After reading that claim it is unreasonable to assume that a customerwill then delve deeply into Carbonite.com’s website to find out that “unlimited”and “all of your files” does not mean that, but, in fact means that the serviceis limited to files that are not video files - the very opposite of the company's claim.Second, reasonable people can be confused by these claims of unlimiteddata backup. Typically in the industry data is measured in terms of size offiles, not file types. For instance, in cellular data the consumer is limitedin the amount of data he/she can download, not whether the files are emails,videos, etc. Carbonite arbitrarily limits video backup so that it can makethe claim of being “unlimited” without backing up the large files that mostconsumers have and value most. This is deceptive.Third, this deception on the part of Carbonite is material to me and toall reasonable consumers. A large and growing portion of files of consumers arevideos. It’s where we keep our memories that are the richest and most valued. ForCarbonite to exclude these files from its offerings can only be for purposes ofluring in reasonable consumers and then delivering an inferior service.“Unlimited”, “simple”, “automatic” these are thepromises that Carbonite explicitly and prominently proclaims in its website.These are straight forward terms, not subject to interpretation. I have beenthrough the sales process two times with Carbonite, and no mention was evermade of such a glaring exception to these simple claims. Carbonite needs tochange its deceptive trade practices and begin by making me whole.
Regards,
[redacted]
Hello Ms. [redacted],Thank you for contacting us
through the Revdex.com. I am sorry that you had issues with your restore sessions
causing duplication on your computer. Our agents go through extensive training,
both technical and customer service oriented. We understand the sensitivity and
security issues...
that are involved when we remote into a user’s computer. I do
apologize if you felt that we were not performing to the utmost standard. We
will be reviewing all of your support calls to understand how we can improve. I have asked one of our Senior
Escalation members to contact you to assist with removing the duplicate
restores. Thank you for giving us the opportunity to make this right.Sincerely, [redacted] Solutions Team Specialist Carbonite, Inc.
Hello Mr. [redacted], Thank you for responding and I apologize that there was a misunderstanding. [redacted] will be reaching out to you to follow up and resolve your case. Sincerely, [redacted] Solutions Team Specialist Carbonite, Inc.
Hello [redacted],Thank you for your response. I have spoken to [redacted] and he informs me that you have come to a mutual resolution on your case. Sincerely, [redacted] Solutions Team Specialist Carbonite, Inc.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]
Dear Mr. [redacted], Thank you for contacting us through the Revdex.com. I see that you contacted us on 4/8/16 and spoke to our technician regarding your energy usage. He showed you your energy usage in the activity monitor and it revealed that Carbonite was fairly low but Safari was using the majority of...
the battery. Your initial backup is completed and Carbonite will only be backing up new and changed files going forward. We do appreciate that you have given us the opportunity to support your issue and want you to be happy with the product. We will be issuing you a refund for the recent subscription and hope that you will consider us again in the future. Regards, [redacted] Solutions Team Specialist Carbonite, Inc.
Dear Mr. [redacted], Thank you for contacting us through the Revdex.com. I see that you had contacted us in late 2015 regarding your subscription transfer to a [redacted]. I am sorry that you are still experiencing slow backup. I have asked our Senior Escalation Manager to contact you to setup a call to discuss...
your case in more detail and your options. I see that you have verified your account if a refund is necessary. Regards, [redacted]Solutions Team SpecialistCarbonite, Inc.
Hello Ms. [redacted], Thank you for contacting us through the Revdex.com. I am sorry that you had issues with the backup on your [redacted]. Carbonite takes security very seriously and we will not refund an account without the proper verification. Once your subscription is refunded, your data is no longer available....
As you can imagine, we will not do that without first verifying that you are the rightful owner. This is for our users security and protection. I do see that you verified the invoice number of your subscription through the Revdex.com site and we have refunded your subscription. We have closed your account so that you will not receive any other alerts and will not be charged again. Sincerely, [redacted] Solutions Team Specialist Carbonite, Inc.
Dear Mr. [redacted], Thank you for contacting us through the Revdex.com. I am very sorry that your deleted account was charged with auto renew. We have issued a full refund to your [redacted] ending in [redacted] on 4/19/17. The auto renew has been deactivated and your information was removed from our servers. ...
Sincerely, [redacted] Solutions Team Specialist Carbonite, Inc.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. The company has provided my requested prorated refund and all accounts have now been closed with the company.
Regards,
[redacted]