Mr [redacted] ,I tried to call you back, but was unable to get to you when I used the dial by name directory.Please let me know your extension and I will call you when I have time I do not agree with your comprehensive review.I was an existing carbonite customer when I started the new trial for the new computer I already expected carbonite to backup everything that we needed.The landing page of the free trial states that this is a "Our personal trial gives you complete protection for one computerPerfect for your home office or family computer." This is misrepresentation and fraudulent inducement to your services.If you do not back up ***'s automatically, than you are not offering the complete protection.If you offer [redacted] automatic backup with your paid service - you have defined what "complete protection" means.The trial marketing is false We did NOT get any warnings that our ***'s were not backed up.We DID get many other inducements and notifications to pay for the full service Please let me know how to reach you and we can discus further.Thank you [redacted] Regards,
Hello Mr [redacted] ,Thank you for your responseWe have contacted you through our support center regarding your request andresolution We look forward to hearing from you.Sincerely, [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] ***
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 belowIn 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 days prior to an automatic credit card chargeOn 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 CarboniteAlso, I do not know how my backup was frozen nor was I ever contacted about it being frozen before 2/17/when I received the email stating that it had been frozen since 11/12/ Before 2/17/15, I assumed that my data was being backed up regularly I received an email on 11/17/13, 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 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 $I was charged for Carbonite's services which Carbonite failed to provide Regards, [redacted] ***
Hello Mr [redacted] , Thank you for contacting us through the Revdex.com We have contacted you through our support center regarding your request to cancel your account Sincerely, [redacted] Solutions Team Specialist Carbonite, Inc
Thank you for contacting us through the Revdex.com and for your feedback on our trial processI apologize that you received a blank responseI have asked our Senior Escalations Manager to contact youHe had tried to reach you by phone unsuccessfully but has left a messageWe have researched your support experience and he has reached out via email through Carbonite's support center with our findingsPlease respond directly to the email with a time and phone number that our Manger can reach you Sincerely, [redacted] Solutions Team Specialist Carbonite, Inc
Hello Mr [redacted] , Your most recent payment to us on 12/17/was made on a [redacted] ending in ***We can only refund to the card that was usedYou had a payment back on 2/11/to a [redacted] ending in ***This purchase is well over a year old and cannot be refunded 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]
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 will seek to bar Carbonite from doing further business in Maryland, and file suit for breach of contract Regards, [redacted] ***
Thank you for contacting us through the Revdex.comI understand that you are not satisfied with thedownload speeds while restoring your dataHowever, Carbonite does not throttle your speedsWe will contact youthrough our support site to process your request
Hello Dr.***,Carbonite corresponded with you on several occasions through various emailsI have reviewed oursupport archives and see that you have only contacted us recently in Februaryand March As mentioned previously, we are available through email, chatand phoneCarbonite did perform as designed and we kept your data on ourservers which was available to you at any time during your subscription Wewill issue you a check for your last renewal on 2/10/Sincerely, [redacted] Solutions Team SpecialistCarbonite, Inc
Dear ***, We appreciate your feedback and apologize for any inconvenience, however Carbonite’s website here, [redacted] , clearly states:“During your free trial period, audio (such as [redacted] and [redacted] music) and video files are notbacked up by defaultAfter purchasing, your music files are automaticallyincluded as long as the folder they reside in is selected for back upWitha Carbonite Personal Prime subscription, your video files are also includedautomatically after your purchase.” Carbonite’s Personal Plans website, found here, [redacted] describes that aCarbonite Personal Prime product is required to automatically backup videos.You selected the Carbonite Personal Basic product which does not automaticallybackup video filesCarbonite’s website and marketing materials are clear in the description of the productsand their featuresOur agents are happy to demonstrate how our products workor answer any questions you haveWe are happy to have a senior technician workwith you to ensure that Carbonite is backing up all your valuable files if youwould like to discuss your backup with them.Regards, [redacted] Solutions Team SpecialistCarbonite, Inc
Hello Dr***, Thank you for contacting us through the Revdex.comWhen you signedup for Carbonite you opted in for our automatic renewalCarbonite sends you anote days prior to the charge to let you know that the subscription will beprocessed to your credit card on fileThis gives you time to contact us or loginto your account and deactivate the auto renew if you so chooseYour backupwould remain in frozen (recover) mode until you manually unfroze itCarbonitedoes this as a safeguard so that no files are deleted before they are restored.This choice is left to the user to decide when they are ready to leave recovermodeOur well documented policy is to retain any files that have not beenrestored for days after you leave recover mode and restart your backupIn 2014, years after your initial purchase, you didupdate your credit card on fileWe encourage users through emails and popupsto check the status of their subscriptions periodicallyWe also offer email,chat and free phone support to our usersMac users can check the status oftheir backup through the Preference panel at any timeThis is documented inour FAQ’s at [redacted] As previously offered to you, we have agreed to extend your subscription as a courtesySincerely, [redacted] Solutions Team SpecialistCarbonite, Inc
Mr [redacted] ,I tried to call you back, but was unable to get to you when I used the dial by name directory.Please let me know your extension and I will call you when I have time I do not agree with your comprehensive review.I was an existing carbonite customer when I started the new trial for the new computer I already expected carbonite to backup everything that we needed.The landing page of the free trial states that this is a "Our personal trial gives you complete protection for one computerPerfect for your home office or family computer." This is misrepresentation and fraudulent inducement to your services.If you do not back up ***'s automatically, than you are not offering the complete protection.If you offer [redacted] automatic backup with your paid service - you have defined what "complete protection" means.The trial marketing is false We did NOT get any warnings that our ***'s were not backed up.We DID get many other inducements and notifications to pay for the full service Please let me know how to reach you and we can discus further.Thank you [redacted] Regards,
Hello Mr [redacted] ,Thank you for your responseWe have contacted you through our support center regarding your request andresolution We look forward to hearing from you.Sincerely, [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] ***
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 belowIn 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 days prior to an automatic credit card chargeOn 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 CarboniteAlso, I do not know how my backup was frozen nor was I ever contacted about it being frozen before 2/17/when I received the email stating that it had been frozen since 11/12/ Before 2/17/15, I assumed that my data was being backed up regularly I received an email on 11/17/13, 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 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 $I was charged for Carbonite's services which Carbonite failed to provide Regards, [redacted] ***
Hello Mr [redacted] , Thank you for contacting us through the Revdex.com We have contacted you through our support center regarding your request to cancel your account Sincerely, [redacted] Solutions Team Specialist Carbonite, Inc
Thank you for contacting us through the Revdex.com and for your feedback on our trial processI apologize that you received a blank responseI have asked our Senior Escalations Manager to contact youHe had tried to reach you by phone unsuccessfully but has left a messageWe have researched your support experience and he has reached out via email through Carbonite's support center with our findingsPlease respond directly to the email with a time and phone number that our Manger can reach you Sincerely, [redacted] Solutions Team Specialist Carbonite, Inc
Hello Mr [redacted] , Your most recent payment to us on 12/17/was made on a [redacted] ending in ***We can only refund to the card that was usedYou had a payment back on 2/11/to a [redacted] ending in ***This purchase is well over a year old and cannot be refunded 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 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 will seek to bar Carbonite from doing further business in Maryland, and file suit for breach of contract Regards, [redacted] ***
Thank you for contacting us through the Revdex.comI understand that you are not satisfied with thedownload speeds while restoring your dataHowever, Carbonite does not throttle your speedsWe will contact youthrough our support site to process your request
Hello Dr.***,Carbonite corresponded with you on several occasions through various emailsI have reviewed oursupport archives and see that you have only contacted us recently in Februaryand March As mentioned previously, we are available through email, chatand phoneCarbonite did perform as designed and we kept your data on ourservers which was available to you at any time during your subscription Wewill issue you a check for your last renewal on 2/10/Sincerely, [redacted] Solutions Team SpecialistCarbonite, Inc
Dear ***, We appreciate your feedback and apologize for any inconvenience, however Carbonite’s website here, [redacted] , clearly states:“During your free trial period, audio (such as [redacted] and [redacted] music) and video files are notbacked up by defaultAfter purchasing, your music files are automaticallyincluded as long as the folder they reside in is selected for back upWitha Carbonite Personal Prime subscription, your video files are also includedautomatically after your purchase.” Carbonite’s Personal Plans website, found here, [redacted] describes that aCarbonite Personal Prime product is required to automatically backup videos.You selected the Carbonite Personal Basic product which does not automaticallybackup video filesCarbonite’s website and marketing materials are clear in the description of the productsand their featuresOur agents are happy to demonstrate how our products workor answer any questions you haveWe are happy to have a senior technician workwith you to ensure that Carbonite is backing up all your valuable files if youwould like to discuss your backup with them.Regards, [redacted] Solutions Team SpecialistCarbonite, Inc
Hello Dr***, Thank you for contacting us through the Revdex.comWhen you signedup for Carbonite you opted in for our automatic renewalCarbonite sends you anote days prior to the charge to let you know that the subscription will beprocessed to your credit card on fileThis gives you time to contact us or loginto your account and deactivate the auto renew if you so chooseYour backupwould remain in frozen (recover) mode until you manually unfroze itCarbonitedoes this as a safeguard so that no files are deleted before they are restored.This choice is left to the user to decide when they are ready to leave recovermodeOur well documented policy is to retain any files that have not beenrestored for days after you leave recover mode and restart your backupIn 2014, years after your initial purchase, you didupdate your credit card on fileWe encourage users through emails and popupsto check the status of their subscriptions periodicallyWe also offer email,chat and free phone support to our usersMac users can check the status oftheir backup through the Preference panel at any timeThis is documented inour FAQ’s at [redacted] As previously offered to you, we have agreed to extend your subscription as a courtesySincerely, [redacted] Solutions Team SpecialistCarbonite, Inc