Dear Mr. [redacted], Thank you for contacting us through the Revdex.com. I apologize for the confusion with your restore. I have reviewed your support sessions and see that we provided you with assistance and offered to have our Tier 2 escalation team take over your case but that was not utilized. As a...
courtesy we will be refunding your Invoice [redacted]. We will be contacting you through our support to confirm your account.Regards, [redacted]Solutions Team SpecialistCarbonite, 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]
Hello Ms. [redacted], Thank you for contacting us through the Revdex.com. Your subscription was
automatically renewed on 7/30/15 because automatic renewal was selected at the
time of the original purchase. I am sorry that Carbonite can no longer meet your online
backup needs. We have refunded the charge,...
in full, back to your credit
card. Sincerely, [redacted] Solutions Team Specialist Carbonite, Inc.
Hello Mr. [redacted], Thank you for contacting us through the Revdex.com. I apologize for any frustration that you have endured. I have reviewed your case with
our Team Manager, [redacted]. He informs me that your restore is progressing
and once that is completed, we will be refunding your most recent...
renewal. We
are sorry that Carbonite can no longer meet your online backup needs. 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 not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. It appears that most employees like to DEMEAN the customer...do whatever they can to make the matter worse. Training is NEEDED desperately by this company to learn how to NOT DEMEAN a customer!!!
Regards,
[redacted]
Hello Mr. [redacted], Thank you for contacting us through the Revdex.com. I apologize that Carbonite did not
meet your online backup needs. We have responded to your request for a refund through our Customer Support Center. 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 not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. In response to your comments above, while I have received many emails from Carbonite usually relating to sales, I have no records of ever having been notified 7 days prior to an automatic credit card charge. On 3/9/13, I received an email receipt for a credit card charge. That was the only email receipt for a credit card charge thatI ever received from Carbonite. Also, I do not know how my backup was frozen nor was I ever contacted about it being frozen before 2/17/15 when I received the email stating that it had been frozen since 11/12/11. Before 2/17/15, I assumed that my data was being backed up regularly. I received an email on 11/17/13, 2 years after my backup was frozen, stating that my "backup is up-to-date". That was a year and a half before I was notified that my back up was frozen 3.5 years earlier. I trusted Carbonite to be backing up my data since I was receiving regular communications from them and was being billed regularly. I never thought it necessary to go to the FAQ's to find out how to check my backups. Since there are trust issues with Carbonite, I am unable to accept the offer to extend my subscription as a courtesy. Instead, I continue to request that I be refunded the $205.47 I was charged for Carbonite's services which Carbonite failed to provide.
Regards,
[redacted]
the Revdex.com and for your feedback on our trial
process. I apologize that you received a blank response. I have asked our Senior Escalations Manager to contact you. He had
tried to reach you by phone unsuccessfully but has left a message. We have
researched your support experience and he has reached out via email through
Carbonite's support center with our findings. Please respond directly to the email with a time and phone number that our Manger can reach you.
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 not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
[I do realize that I'm on my 3rd trial, as I've said..."I want to purchase this product". The problem is still that the program isn't using the speeds allocated for it.I have tried with two different sets of files. Photos, which are the small files you're speaking of and audio, which are the fewer but larger files you referred to. In both instances, the program acted the same and would not use the allocated speeds. This is the only one program out of 3 that isn't using it. I'm not sure why you're saying that I'm getting good speeds? 373GB of data in 30 days is just over 1Mbps Upstream...and that is NOT a good speed. Even now, I'm 9 days into this trial and have 191GB backed up...which averages right at 2Mbps Upstream. These are the results I'm getting.Since I've been conversing with you through the Revdex.com, I have seen the speeds increase. I don't know whether your engineers found something or switched something while they were looking...but I have seen good speeds during this back and forth. It is still not consistent as of yet, so I will keep an eye on it. A big portion of that 191GB's is only in the last few days.In the meantime, if you look at the numbers...those are NOT good speeds...and this is what I've been getting from this program. Again, I have no bottlenecks on this end and I'm only trying to figure out the problem. If this program were using the speeds alloted (the same as the other two program, I'd expect the same average of about 10 to 12Mbps Up. Even if I was even getting the "up to 10Mbps", I would have the same 191GB's done in two days and the 373GB's in just under 4 days...as it is with the other two programs. I understand that you can't speak to the results of two other programs, I only do so because they are competitors and the only real comparison I can make. They both offer unthrottled upload speed, It's just that I can actually see the speeds by the results.]
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].
Dear Ms. [redacted], Thank you for contacting us through the Revdex.com. I am glad that Carbonite was able to restore your files back to your computer. I understand that the import process can be frustrating. There are certain software programs that have their own requirements above and beyond what...
Carbonite does. We will backup the files on your computer, and restore those files back to their original locations. However once the files are on your computer some software requires what is called an "Import". An import is a second step, outside of Carbonite's backup/restore functions, and normally requires that you work with that software company to get their program up and running again correctly. Carbonite agents can only assist with tech support directly related to the Carbonite program. We cannot offer technical support for 3rd party programs. You will be best served contacting the software creator directly or contacting [redacted], a highly qualified company that we recommend. We also sent you a Carbonite Post-Restore Checklist (For [redacted]): [redacted] which includes links to import instructions and [redacted]. Regards, Rosanne Solutions Team Specialist Carbonite, Inc.
Dear Ms. [redacted], Thank you for evaluating our free 15 day, no obligation, trial from 4/22/17 to 5/7/17. Our consumer trials are 15 days. During that time you are able to utilize all of Carbonite’s features to determine if you would like to convert to a full subscription. We offer one, two and three...
year subscriptions. As stated in our knowledge base at, [redacted], We'll remind you about your trial's expiration before it actually expires to give you enough time to renew. We know that you may not be sure how you'd like to continue with Carbonite, so we keep your backed up data on our servers for 15 days after your trials ends. This gives you time to decide which Carbonite subscription you'd like to purchase. However, after the trial version expires, you must purchase a subscription if you wish to restore your data. Note: If you uninstall Carbonite during your free trial and do not reinstall, your backup will be automatically deleted after seven days. Your data will remain on our servers for 4 more days. Thank you for taking advantage of our trial and for considering Carbonite. Regards, [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]
Hello Ms. [redacted], Thank you for contacting us through the Revdex.com. I apologize that we did not respond to your request for a refund of the unwanted renewal. I have had the automatic renewal purchase refunded back to your credit card today. Thank you for being a valued Carbonite customer....
Sincerely, [redacted] Solutions Team Specialist Carbonite, Inc.
Hello Mr. [redacted],Thank you for your response. We have contacted you through our support center regarding your request andresolution. We look forward to hearing from you.Sincerely,[redacted]Solutions Team SpecialistCarbonite, Inc.
Hello Ms. [redacted],Thank you for your response. Our promotional emails are sentfrom a different server than your account notifications. Your ISP blocked the account notifications from being delivered.When a renewal is unable to be processed, Carbonite sendsautomated messages to the email on file. However, since you did not receivesuch email, it is likely your ISP server blocked our message from beingdelivered. Additionally, Carbonite’s Terms of Service state:“Your subscription will automatically terminate or expire, and Your Account andaccess to Your User Data will be disabled upon (1) non-renewal, cancellation,or expiration of a subscription or failure to pay subscription fees when due,if applicable, (2) Carbonite's discontinuation of the Services, or (3) failureto comply with these Terms. You acknowledge and agree that after anynon-renewal, cancellation, or expiration of Your subscription, it isCarbonite's policy to automatically delete all User Data protected by Your Account that isstored on Carbonite servers or on Carbonite's third-party cloud storageproviders.”In addition, the Terms of Service state “You, not Carbonite, are solelyresponsible for YourAccount and User Data.” It is the customers responsibility to ensure theiraccount is update with accurate information. Sincerely,[redacted]Solutions Team SpecialistCarbonite. Inc.
Revdex.com:I will let you know IF/WHEN the refund is received.
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]
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.
I was suppose to receive a call from a level 3 tech at 2PM today. At 2:20 I received a call from a tech, in the middle of the call he hung up on me and never called back. He took info from my computer and now I have no idea what is going on next. I want a refund of all unused time as this company has shown a true lack of professionalism. They have missed appointments, I been hung up on and my last call to customer service I was told to call back in a half hour.
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].
I was told I would get a "pro-rated" fee and the manager laughed when I told him that was unacceptable. He questioned why it took me so long to complain. It did NOT take me that long. I called in several times. I basically spent a month on the phone with one customer service person trying to get music back. Which, the same thing happened the year before. It's always the customers fault....until finally they agreed it was a glitch on Carbonite's end. I had to call in twice yesterday, because, the first time the system was down. Did not surprise me in the least, that was par for the course. I subscribed for many years, hoping the "glitches" would be fixed and it was not. I was to provide a long list of information for quick refund....then the manager ([redacted]) called back informing me that the refund department would only refund pro-rated fee and the check would be in the mail (6 to 8 weeks). Yeah, the check is in the mail. There is a reason that is such a cliche. I have no trust in this company or it's representatives. They are, obviously, coached to lie and blame the customer. I want my $172.68 refunded to the account I provided and to be done with this entire ordeal.
Regards,
[redacted]
Dear Mr. [redacted], Thank you for contacting us through the Revdex.com. I apologize for the confusion with your restore. I have reviewed your support sessions and see that we provided you with assistance and offered to have our Tier 2 escalation team take over your case but that was not utilized. As a...
courtesy we will be refunding your Invoice [redacted]. We will be contacting you through our support to confirm your account.Regards, [redacted]Solutions Team SpecialistCarbonite, 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]
Hello Ms. [redacted], Thank you for contacting us through the Revdex.com. Your subscription was
automatically renewed on 7/30/15 because automatic renewal was selected at the
time of the original purchase. I am sorry that Carbonite can no longer meet your online
backup needs. We have refunded the charge,...
in full, back to your credit
card. Sincerely, [redacted] Solutions Team Specialist Carbonite, Inc.
Hello Mr. [redacted], Thank you for contacting us through the Revdex.com. I apologize for any frustration that you have endured. I have reviewed your case with
our Team Manager, [redacted]. He informs me that your restore is progressing
and once that is completed, we will be refunding your most recent...
renewal. We
are sorry that Carbonite can no longer meet your online backup needs. 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 not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. It appears that most employees like to DEMEAN the customer...do whatever they can to make the matter worse. Training is NEEDED desperately by this company to learn how to NOT DEMEAN a customer!!!
Regards,
[redacted]
Hello Mr. [redacted], Thank you for contacting us through the Revdex.com. I apologize that Carbonite did not
meet your online backup needs. We have responded to your request for a refund through our Customer Support Center. Sincerely, [redacted] Solutions Team Specialist Carbonite, Inc.
This message is a duplicate.
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. In response to your comments above, while I have received many emails from Carbonite usually relating to sales, I have no records of ever having been notified 7 days prior to an automatic credit card charge. On 3/9/13, I received an email receipt for a credit card charge. That was the only email receipt for a credit card charge thatI ever received from Carbonite. Also, I do not know how my backup was frozen nor was I ever contacted about it being frozen before 2/17/15 when I received the email stating that it had been frozen since 11/12/11. Before 2/17/15, I assumed that my data was being backed up regularly. I received an email on 11/17/13, 2 years after my backup was frozen, stating that my "backup is up-to-date". That was a year and a half before I was notified that my back up was frozen 3.5 years earlier. I trusted Carbonite to be backing up my data since I was receiving regular communications from them and was being billed regularly. I never thought it necessary to go to the FAQ's to find out how to check my backups. Since there are trust issues with Carbonite, I am unable to accept the offer to extend my subscription as a courtesy. Instead, I continue to request that I be refunded the $205.47 I was charged for Carbonite's services which Carbonite failed to provide.
Regards,
[redacted]
Thank you for contacting us through...
the Revdex.com and for your feedback on our trial
process. I apologize that you received a blank response. I have asked our Senior Escalations Manager to contact you. He had
tried to reach you by phone unsuccessfully but has left a message. We have
researched your support experience and he has reached out via email through
Carbonite's support center with our findings. Please respond directly to the email with a time and phone number that our Manger can reach you.
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 not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
[I do realize that I'm on my 3rd trial, as I've said..."I want to purchase this product". The problem is still that the program isn't using the speeds allocated for it.I have tried with two different sets of files. Photos, which are the small files you're speaking of and audio, which are the fewer but larger files you referred to. In both instances, the program acted the same and would not use the allocated speeds. This is the only one program out of 3 that isn't using it. I'm not sure why you're saying that I'm getting good speeds? 373GB of data in 30 days is just over 1Mbps Upstream...and that is NOT a good speed. Even now, I'm 9 days into this trial and have 191GB backed up...which averages right at 2Mbps Upstream. These are the results I'm getting.Since I've been conversing with you through the Revdex.com, I have seen the speeds increase. I don't know whether your engineers found something or switched something while they were looking...but I have seen good speeds during this back and forth. It is still not consistent as of yet, so I will keep an eye on it. A big portion of that 191GB's is only in the last few days.In the meantime, if you look at the numbers...those are NOT good speeds...and this is what I've been getting from this program. Again, I have no bottlenecks on this end and I'm only trying to figure out the problem. If this program were using the speeds alloted (the same as the other two program, I'd expect the same average of about 10 to 12Mbps Up. Even if I was even getting the "up to 10Mbps", I would have the same 191GB's done in two days and the 373GB's in just under 4 days...as it is with the other two programs. I understand that you can't speak to the results of two other programs, I only do so because they are competitors and the only real comparison I can make. They both offer unthrottled upload speed, It's just that I can actually see the speeds by the results.]
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].
Regards,
[redacted]
Dear Ms. [redacted], Thank you for contacting us through the Revdex.com. I am glad that Carbonite was able to restore your files back to your computer. I understand that the import process can be frustrating. There are certain software programs that have their own requirements above and beyond what...
Carbonite does. We will backup the files on your computer, and restore those files back to their original locations. However once the files are on your computer some software requires what is called an "Import". An import is a second step, outside of Carbonite's backup/restore functions, and normally requires that you work with that software company to get their program up and running again correctly. Carbonite agents can only assist with tech support directly related to the Carbonite program. We cannot offer technical support for 3rd party programs. You will be best served contacting the software creator directly or contacting [redacted], a highly qualified company that we recommend. We also sent you a Carbonite Post-Restore Checklist (For [redacted]): [redacted] which includes links to import instructions and [redacted]. Regards, Rosanne Solutions Team Specialist Carbonite, Inc.
Dear Ms. [redacted], Thank you for evaluating our free 15 day, no obligation, trial from 4/22/17 to 5/7/17. Our consumer trials are 15 days. During that time you are able to utilize all of Carbonite’s features to determine if you would like to convert to a full subscription. We offer one, two and three...
year subscriptions. As stated in our knowledge base at, [redacted], We'll remind you about your trial's expiration before it actually expires to give you enough time to renew. We know that you may not be sure how you'd like to continue with Carbonite, so we keep your backed up data on our servers for 15 days after your trials ends. This gives you time to decide which Carbonite subscription you'd like to purchase. However, after the trial version expires, you must purchase a subscription if you wish to restore your data. Note: If you uninstall Carbonite during your free trial and do not reinstall, your backup will be automatically deleted after seven days. Your data will remain on our servers for 4 more days. Thank you for taking advantage of our trial and for considering Carbonite. Regards, [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]
Hello Ms. [redacted], Thank you for contacting us through the Revdex.com. I apologize that we did not respond to your request for a refund of the unwanted renewal. I have had the automatic renewal purchase refunded back to your credit card today. Thank you for being a valued Carbonite customer....
Sincerely, [redacted] Solutions Team Specialist Carbonite, Inc.
Hello Mr. [redacted],Thank you for your response. We have contacted you through our support center regarding your request andresolution. We look forward to hearing from you.Sincerely,[redacted]Solutions Team SpecialistCarbonite, Inc.
Hello Ms. [redacted],Thank you for your response. Our promotional emails are sentfrom a different server than your account notifications. Your ISP blocked the account notifications from being delivered.When a renewal is unable to be processed, Carbonite sendsautomated messages to the email on file. However, since you did not receivesuch email, it is likely your ISP server blocked our message from beingdelivered. Additionally, Carbonite’s Terms of Service state:“Your subscription will automatically terminate or expire, and Your Account andaccess to Your User Data will be disabled upon (1) non-renewal, cancellation,or expiration of a subscription or failure to pay subscription fees when due,if applicable, (2) Carbonite's discontinuation of the Services, or (3) failureto comply with these Terms. You acknowledge and agree that after anynon-renewal, cancellation, or expiration of Your subscription, it isCarbonite's policy to automatically delete all User Data protected by Your Account that isstored on Carbonite servers or on Carbonite's third-party cloud storageproviders.”In addition, the Terms of Service state “You, not Carbonite, are solelyresponsible for YourAccount and User Data.” It is the customers responsibility to ensure theiraccount is update with accurate information. Sincerely,[redacted]Solutions Team SpecialistCarbonite. Inc.
Revdex.com:I will let you know IF/WHEN the refund is received.
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]
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.
I was suppose to receive a call from a level 3 tech at 2PM today. At 2:20 I received a call from a tech, in the middle of the call he hung up on me and never called back. He took info from my computer and now I have no idea what is going on next. I want a refund of all unused time as this company has shown a true lack of professionalism. They have missed appointments, I been hung up on and my last call to customer service I was told to call back in a half hour.
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].
I was told I would get a "pro-rated" fee and the manager laughed when I told him that was unacceptable. He questioned why it took me so long to complain. It did NOT take me that long. I called in several times. I basically spent a month on the phone with one customer service person trying to get music back. Which, the same thing happened the year before. It's always the customers fault....until finally they agreed it was a glitch on Carbonite's end. I had to call in twice yesterday, because, the first time the system was down. Did not surprise me in the least, that was par for the course. I subscribed for many years, hoping the "glitches" would be fixed and it was not. I was to provide a long list of information for quick refund....then the manager ([redacted]) called back informing me that the refund department would only refund pro-rated fee and the check would be in the mail (6 to 8 weeks). Yeah, the check is in the mail. There is a reason that is such a cliche. I have no trust in this company or it's representatives. They are, obviously, coached to lie and blame the customer. I want my $172.68 refunded to the account I provided and to be done with this entire ordeal.
Regards,
[redacted]