Code42 Software Inc

Subscriptions to CrashPlan are non-refundableThe consumer agrees to our terms and conditions before completing purchase, which clearly states that subscription are non-refundableAs part of our announcement, we're not only honoring the customer's contract, but we're also including a 60-day
extension and the ability to migrate to our small business offering and receive the service for 75% off for one yearWe've pulled together a considerable amount of content for our users to review that will help answer any questions they have here: https://www.crashplan.com/en-us/consumer/nextsteps/*** ** *** ***

I am rejecting this response because:I did not receive any help. Code42's only response to the problems was to use the app which does not work as advertised. I did NOT continue to use the product outside of paying monthly to keep my filesI stopped backing up to this service because it did not workI stopped using the service because I was told I had too much data, and as I've stated before the only resolution Codeprovided 'for the app not working' was to continue to use the non-working app. In the end after almost a year, Codejust deleted my data. I've lost (4) 4TB drives to this online backup system and now I will never get them backYears of editing work and thousands and thousands of dollars are lost to this systemI had Codefor years and it is a great backup system, but when my system crashed and I needed the files...CodefailedEvery problem that I had with this system is not listed on the website because I was told I fall into the 1% of customers with this large amount of dataSo, I've lost all my data AND it's advertisingI now have to go through a different process in order to be justified

*** originally took to our forums to discuss a competitors product expressing interest in no longer using CrashPlanAdditionally, *** shared incorrect information with our users regarding the state of Codeas a companyAfter correcting *** on the status of the company and politely
requesting that *** use the forum to constructively provide feedback about our product we reached out via his ticket to troubleshoot his issue furtherWe discussed the issue more in-depth and provided a solution to the problemA week later we started to see inappropriate language being used and cyber-bullying targeted at our other users on the forum by ***Our Communities team took action and informed everyone in the forum to keep conversations on topic and refrain from any abusive languageUnfortunately as this continued we ultimately decided to review ***'s access to our forums and the HelpdeskDuring our review, *** chatted with one our agents and stated he would be canceling the subscription and again used inappropriate language toward our agent before signing offWe communicated to *** that his access to the forums and Helpdesk would be suspended*** is still able to use the CrashPlan product and support is still available to him via chat or phone*** is able to receive live help from 9am-5pm Central Time

We recognize that the customer in this complaints did not accept our offered solutions, but as far as we are concerned, this matter is closed

Response from Code42: Codeworked with the customer to resolve the issues he experienced, and the customer ultimately informed Codethat the issue appeared to have resolved itselfCodeasked the customer to contact Codeif the issue recurred and requested that he send any screenshots depicting the issueTo date, Codehas not received any further contact or information from the customer regarding this issue, and it appears that the issue has been resolved

We have investigated the issues that the customer filed within our ticketing systemWe were able to find support requests that were filed in which an agent followed up within hours of the original request being filedEach time we followed up nothing was sent back to us by the customer
We
want to assist this customer as quickly as possible so we've had a support agent reach out directly to the customer requesting more information in regards to the issue she is experiencingWe ope to reach a swift resolution on the problem!

MrD*** contacted us on October 24th, after his subscription had already expired on May 10th, We emailed MrD*** seven times to inform him that due to a billing issue, we were not able to charge his card for renewal in 2017. No refund will be provided as MrD*** was able to
use the service during the subscription period he paid for from May 10th, - May 10th, where we continued to store and protect over 1TB of data

(The consumer indicated he/she DID NOT accept the response from the business.)
Problem was not solved, There seems to be a bug they just can't fixThey asked me to cooperate and spend a lot of time trying to help them fix their own bugEven after following their instructions and wasting a lot of time, the problem wasn't solved
A full year refund is not enoughI insist on receiving my entire back up by post (to Europe)
Recent emails are enclosed here:
From: Secured Globe Inc ***
Sent: Tuesday, July 14, 12:PM
To: 'CodeSupport'
Subject: RE: CODESupport *** Re: RE: CODESupport *** Re: Re: Your CrashPlan subscription has expired
I tried opening a new user account and downloading + installing CrashPlan from thereSurprisingly, I got the same dialog asking for a CD
Please ship all my backed up data to me as a compensation for all the trouble and time I had to spendIf and when you fix the bug, I'll be more than happy to return to be your customer
Just to be clear, I am going to insist that you FedEx my entire backup from all computers to me in Europe, and a full refund for this yearand then I'll close my account
I hope you find the problem and fix it
Thanks
Michael
From: CodeSupport ***
Sent: Tuesday, July 14, 1:AM
To: Michael
Subject: CODESupport *** Re: RE: CODESupport *** Re: Re: Your CrashPlan subscription has expired
## All text above this line is added to the ticket ##
Your request (***) has been updated
You can add a comment by replying to this email
To review the status and add additional comments or attachments to your support request, follow the link below:
https://helpdesk.code42.com/requests/
If you have yet to create a Zendesk account, it may ask you to log in to Zendesk before updating your support requestPlease click "Forgot My Password" below the Submit button on the login page and enter your email address to receive a password reset email
Jake (CODESupport)
Jul 13, 6:PM
Hello Michael,
I hope you received Matt's email!
After doing a quick Google Search, it was recommend that you try repairing the Windows Installer ServicePlease see the following link and use the instructions posted by Marilyn OThis will also cover reviewing any installations that may be in progress as well
Repairing Windows Installer Service
The last thing that I would have you try would be to create a brand new user on the computer from scratch and download CrashPlan and attempt to install itWhen prompted, please select "all users"
If the issue persist, please let us know!
Thanks again, Michael!
Jake
Matt O(CODESupport)
Jul 13, 6:PM
Hi Michael,
My name is Matt *** and I am one of the Managers with CodeSupportI've been working with Jake "behind the scenes" on this issue
I wanted to address your most recent e-mail specifically and directly - our records show that you have many other devices on your account, two of which have connected within the last hoursYou can use the software installed on those computers to restore the information from any other device on your account, these restores will be without any limitYou can also check the overall status (though restores are limited to 500MB) of your backup archive via the web at https://www.crashplan.com/account/login.vtl
As for whether or not we will ship a restore drive to Europe, you are correct that our standard policy is that we will not and we will abide by that policy within the ticket unless there is demonstrated proof that CrashPlan has failed in its ability to restore information for the backup archive in question
Right now we have not, yet, met that threshold based on the facts presented thus far within this ticket
If you are in urgent need of data, please let us know and we will strive to craft a suitable solution
Before Jake sends an update with more technical information, I wanted to update you about our research into your issueI have spent the last hour with Jake trying to break CrashPlan so that Windows asks for an installation CDI could not get that dialogue to present
As a part of that research, I discovered that there are three ways for that message to present itself within Windows, there is an installation stuck listed as "in progress", Windows Installer itself is in very bad shape, or your Windows user is corruptedAs Jake previously noted, it may be necessary to reinstall Windows itself, or roll Windows back to a previous snapshot
Jake will be following up with specific steps or articles to follow to run through the three options that we are left with
If none of the three solutions resolve your issue, we'll circle the wagons and discuss with you next steps to resolution of your issue (both technical steps and any potential compensation)
Thank you,
-Matt O
Tier Support Manager
Michael
Jul 13, 5:PM
I used this tool and selected both "installing" and "uninstalling"
It displays a list of installed product, but CrashPlan is not one of them
Even if I select the first option (product doesn't appear), it can't resolve the issue
If you can post to me the entire backup of at least the computer with this problem ( to Europe), I will at least feel safe about this backup
Jake (CODESupport)
Jul 13, 5:PM
Hello Michael,
Thank you for the update! I'm sorry that my last message was a little confusingWhat I'm trying to narrow down is if there are any correlating events from the time that you uninstalled CrashPlan and the time you tried to install it againThe particular error that you are receiving is one that is not specific to CrashPlan so troubleshooting up to this point has left us with limited options
I'm wondering if we can try running the program at the following link which should fix any registry items that are occurring within the Windows OS, preventing the installation from running correctlyPlease visit the following link and run the software when prompted:
https://support.microsoft.com/en-us/mats/program_install_and_uninstall
Once you have reached the step that that asks what you are having a problem with, please choose "Installing"Allow this to search and once it has populated all items, please select any CrashPlan or Codeitems and continue to the next stepThis should offer to uninstall the software which will prompt a restart of your computer once it has completed
Once CrashPlan has been removed with this method, please use the installer again here:
https://download.code42.com/installs/win/install/CrashPlan/jre/CrashPlan-x64_4.2...⇄ /> Now, if this doesn't work, I'm going to set the expectation going forward that we may need to perform a reinstall of the operating systemThis would require you to reload the OS as a reinstall from scratch and reload all data, or reinstall over your current OSIf you happen to have an image of your backup that can be used before the issue occurred, I would suggest reverting back to that if you canI understand that this isn't the most ideal solution, but after exhausting these earlier efforts it is really one of our last options
Good luck and I'll wait to hear back from you
Thanks,
Jake
Michael
Jul 13, 2:AM
I don't understand your questionI told you exactly what I have doneI really need a solution so I can keep backing up my PC
Jake (CODESupport)
Jul 6, 3:PM
Michael,
Thank you for continuing to update me about this!
Have we tried using Microsoft Installer at all to install CrashPlan? Also - I'm trying to connect the dots to figure out how we go here in the first placeWas this as simple as, CrashPlan wasn't working, you uninstalled and when you went back to install it started giving you this message?
Thanks again for your continued patienceThis is an odd issue indeed
Thanks,
Jake
Michael
Jul 6, 12:PM
YesAfter deleting all entries I tried to install and got the same message
Sent from my mobile
Jake (CODESupport)
Jul 6, 9:AM
Thank, Michael!
After deleting the entry via RegEdit I don't see any mention of you trying the installer again to see if it worksCan you confirm if you are still having the problem after deleting the entry and starting again?
Thanks,
Jake
Michael
Jul 2, 3:PM
After restarting tried installGot to the CD-ROM message
Pressed "Browse" to understand which file is it looking for (in a CD)And then file is: Installer-x64.msi
So if you can send me this file, maybe it will solve the problem
Looks like the problem is because Windows InstallerI think you use Windows Installer only when your installation pack is an .iso so can't you send me a setup.exe instead?
Another piece of information that might help you is that I am able to install and then uninstall the pro version
RegEdit search
"code42"
Nothing
Searching "crashplan" - found several installer folders

I am rejecting this response because:I purchased this subscription in order to secure my dataA plan that can be cancelled with no prior notice provides no securityAs such I require that my account be cancelled immediately and that I receive a pro-rated refund for the unused time from the date of the original request

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12377048, and find that this resolution is satisfactory to me

Initial Business Response /* (1000, 5, 2016/03/14) */
We received the original request on March 3rd, Due to a large volume of request, the customer wasn't responded too until Monday March 7th, Due to limited staffing on the weekends we were unable to address Mr***'s request right
away
We have been working with Mr*** since March 7th and will continue further correspondence with him via his ongoing ticket within our system
Our latest update was provided on Thursday March 10th,
Initial Consumer Rebuttal /* (2000, 7, 2016/03/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I have resolved my issue

Subscriptions to CrashPlan are non-refundableThe customer agrees to our terms and conditions before completing purchase, which clearly states that subscriptions are non-refundableAs part of our announcement, we're not only honoring the customer's contract, but we're also including a 60-day
extension and the ability to migrate to our small business offering and receive the service for 75% off ($per device) for one yearWe've pulled together a considerable amount of content for our users to review that will help answer any questions they have here: https://www.crashplan.com/en-us/consumer/nextsteps/ - lastly, it was mentioned that technical support is no longer available which is incorrectOur support staff will continue to provide troubleshooting and support by phone, chat and email through October when the CrashPlan for Home product will no longer be available

Thank you for contacting us! We were able to pull up this account on our end and see that multiple restores have been performed in the past before contacting usMany factors go into restore speeds and it's impossible for us to speed up any one customer's restoreDue to the complexity of the
product and how we securely protect data, restore time will not be instantaneousThe data has to be downloaded, decrypted and decompressed before it's available to the customerOur restore-to-door product has been discontinued for more than months following an announcement that we made letting our users know that the service would be discontinued January Link to that information here: https://helpdesk.code42.com/hc/en-us/articles/114094194433-CrashPlan-for-Home-Re...⇄ CrashPlan for Home subscriptions are non-refundableThis is something the user agrees to in the terms and conditions when purchasingThe service has been working as designed and our support teams and determined to assist this customer further with any technical issues they may be having in regards to restoresUnfortunately we don't have a mechanism to speed this user up, but we do have the ability to assist them with any technical issues they may be experiencingWe look forward to continue working with this customer in their ticket if issues persist

Initial Business Response /* (1000, 5, 2015/08/10) */
It's very unfortunate that this customer's archive was removed due to their subscription expiringHowever, CrashPlan functioned exactly as it was supposed to, and their data was removed in accordance with our Data Retention Policy, here:
http://support.code42.com/CrashPlan/Latest/Subscriptions/Backup_Retention_Policy...⇄ section for the retention schedule explains:
***
Retention Policy Schedule:
The period of time that files are retained following expiration varies based on your subscription type and auto-renewal preferences
- CrashPlan for Home trial: 5-days
- Expired subscription with auto-renew disabled: 12-days
- Expired subscription that fails to auto-renew due to billing error: days
***
This customer's previous subscription had auto-renew disabled and was set to expire on 5/16/We emailed the customer notification of the subscription's expiry a week in advance on 5/9/and again when it expired on 5/16/An audit of our server logs confirm these notification emails were sentThe customer also admits to receiving these emails and has even provided us a screenshot showing they were received on the dates they were sentDespite our notifications, the subscription was not renewedPer our Data Retention Policy, their data was retained for days and was then scheduled to be permanently removed, which occurred shortly afterWhen an archive is removed from our servers, there is no way to recover that data
The customer eventually created a ticket with our Support on 8/1/explaining that they "let the subscription run out." However, at this point the archive had already been removedIn an attempt to see if there was anything we could do, we did escalate the case to our engineers to see if there was any chance of recovering the archiveIt was confirmed that there was nothing more we could do
While data loss is the last thing we ever want to happen to a customer, our policies for retaining data after a subscription expires are clearly documented and followedBeing in the data security business, it's just as important that we remove data when we say we're going to as it is that we keep itOur customers need to be able to trust that we'll keep their data safe when they're backing up, and that we'll remove it when they discontinue service with usI've already been working with this customer via their support ticket and have clearly explained all events of the situation; their subscription, its expiry, our notifications, and the removal of the archiveI will look into ways to make our current policies even better, but for this situation, they were followed to the letter
Initial Consumer Rebuttal /* (2000, 7, 2015/08/21) */

Initial Business Response /* (1000, 5, 2015/07/09) */
We are continuing to assist *** with his issueAt no time has he insisted that we terminate serviceOur standard policy is that we will provide a full refund should we find ourselves in a situation where we can not achieve a positive
result to troubleshootingIt is our opinion that the issue is not related to CrashPlan's functionality, however because we are the only application that is demonstrating the behavior, we are continuing to assist *** in investigating the root cause
If *** wishes to terminate his CrashPlan subscription, all he needs to do is let us know
Initial Consumer Rebuttal /* (3000, 7, 2015/07/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Due to the nature of the business CrashPlan provides, a full year refund is a drop in the ocean comparing the priceless value of the dataSince CrashPlan refuses to send me a hard drive with my data, terminating the service without being able to access it (and we are talking about many TBs) will mean losing my dataIn fact, when I read the email offering me to terminate the service, I was shocked because had I accepted this offer, I would have lost all of my data
I am willing to accept either a solution for the technical problem or to receive a compensation in addition to the full refund and more important, to have my entire backed up data sent to me by post to EuropeThe service of sending backup on a hard drive, is provided by CrashPlan but not to Europe, however I believe that they can make an exception in my case
Final Business Response /* (4000, 9, 2015/07/13) */
At no point has Coderefused to offer any service to ***When *** asked after a full refund in his ticket with Code42, we offered to honor his request but also asked if he would like for us to continue troubleshooting*** elected to continue to troubleshoot the issue
After doing further investigation, we have discovered exactly instances of this happening in our past (over years of history), in all cases the cause was a different application making edits to the Windows RegistryWe will be replying to *** with a fix that worked in all previous cases by close of business on July 13,
Final Consumer Response /* (3000, 11, 2015/07/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Problem was not solved, There seems to be a bug they just can't fixThey asked me to cooperate and spend a lot of time trying to help them fix their own bugEven after following their instructions and wasting a lot of time, the problem wasn't solved
A full year refund is not enoughI insist on receiving my entire back up by post (to Europe)
Recent emails are enclosed here:
From: Secured Globe Inc mailto:[email protected]
Sent: Tuesday, July 14, 12:PM
To: 'CodeSupport'
Subject: RE: CODESupport #Re: RE: CODESupport #Re: Re: Your CrashPlan subscription has expired
I tried opening a new user account and downloading + installing CrashPlan from thereSurprisingly, I got the same dialog asking for a CD
Please ship all my backed up data to me as a compensation for all the trouble and time I had to spendIf and when you fix the bug, I'll be more than happy to return to be your customer
Just to be clear, I am going to insist that you FedEx my entire backup from all computers to me in Europe, and a full refund for this yearand then I'll close my account
I hope you find the problem and fix it
Thanks
***
From: CodeSupport mailto:[email protected]
Sent: Tuesday, July 14, 1:AM
To: ***
Subject: CODESupport #Re: RE: CODESupport #Re: Re: Your CrashPlan subscription has expired
## All text above this line is added to the ticket ##
Your request (#652119) has been updated
You can add a comment by replying to this email
To review the status and add additional comments or attachments to your support request, follow the link below:
https://helpdesk.code42.com/requests/
If you have yet to create a Zendesk account, it may ask you to log in to Zendesk before updating your support requestPlease click "Forgot My Password" below the Submit button on the login page and enter your email address to receive a password reset email
Jake (CODESupport)
Jul 13, 6:PM
Hello ***,
I hope you received Matt's email!
After doing a quick Google Search, it was recommend that you try repairing the Windows Installer ServicePlease see the following link and use the instructions posted by Marilyn OThis will also cover reviewing any installations that may be in progress as well
Repairing Windows Installer Service
The last thing that I would have you try would be to create a brand new user on the computer from scratch and download CrashPlan and attempt to install itWhen prompted, please select "all users"
If the issue persist, please let us know!
Thanks again, ***!
Jake
Matt O(CODESupport)
Jul 13, 6:PM
Hi ***,
My name is Matt *** and I am one of the Managers with CodeSupportI've been working with Jake "behind the scenes" on this issue
I wanted to address your most recent e-mail specifically and directly - our records show that you have many other devices on your account, two of which have connected within the last hoursYou can use the software installed on those computers to restore the information from any other device on your account, these restores will be without any limitYou can also check the overall status (though restores are limited to 500MB) of your backup archive via the web at https://www.crashplan.com/account/login.vtl
As for whether or not we will ship a restore drive to Europe, you are correct that our standard policy is that we will not and we will abide by that policy within the ticket unless there is demonstrated proof that CrashPlan has failed in its ability to restore information for the backup archive in question
Right now we have not, yet, met that threshold based on the facts presented thus far within this ticket
If you are in urgent need of data, please let us know and we will strive to craft a suitable solution
Before Jake sends an update with more technical information, I wanted to update you about our research into your issueI have spent the last hour with Jake trying to break CrashPlan so that Windows asks for an installation CDI could not get that dialogue to present
As a part of that research, I discovered that there are three ways for that message to present itself within Windows, there is an installation stuck listed as "in progress", Windows Installer itself is in very bad shape, or your Windows user is corruptedAs Jake previously noted, it may be necessary to reinstall Windows itself, or roll Windows back to a previous snapshot
Jake will be following up with specific steps or articles to follow to run through the three options that we are left with
If none of the three solutions resolve your issue, we'll circle the wagons and discuss with you next steps to resolution of your issue (both technical steps and any potential compensation)
Thank you,
-Matt O
Tier Support Manager
***
Jul 13, 5:PM
I used this tool and selected both "installing" and "uninstalling"
It displays a list of installed product, but CrashPlan is not one of them
Even if I select the first option (product doesn't appear), it can't resolve the issue
If you can post to me the entire backup of at least the computer with this problem ( to Europe), I will at least feel safe about this backup
Jake (CODESupport)
Jul 13, 5:PM
Hello ***,
Thank you for the update! I'm sorry that my last message was a little confusingWhat I'm trying to narrow down is if there are any correlating events from the time that you uninstalled CrashPlan and the time you tried to install it againThe particular error that you are receiving is one that is not specific to CrashPlan so troubleshooting up to this point has left us with limited options
I'm wondering if we can try running the program at the following link which should fix any registry items that are occurring within the Windows OS, preventing the installation from running correctlyPlease visit the following link and run the software when prompted:
https://support.microsoft.com/en-us/mats/program_install_and_uninstall
Once you have reached the step that that asks what you are having a problem with, please choose "Installing"Allow this to search and once it has populated all items, please select any CrashPlan or Codeitems and continue to the next stepThis should offer to uninstall the software which will prompt a restart of your computer once it has completed
Once CrashPlan has been removed with this method, please use the installer again here:
https://download.code42.com/installs/win/install/CrashPlan/jre/CrashPlan-x64_4.2...⇄ /> Now, if this doesn't work, I'm going to set the expectation going forward that we may need to perform a reinstall of the operating systemThis would require you to reload the OS as a reinstall from scratch and reload all data, or reinstall over your current OSIf you happen to have an image of your backup that can be used before the issue occurred, I would suggest reverting back to that if you canI understand that this isn't the most ideal solution, but after exhausting these earlier efforts it is really one of our last options
Good luck and I'll wait to hear back from you
Thanks,
Jake
***
Jul 13, 2:AM
I don't understand your questionI told you exactly what I have doneI really need a solution so I can keep backing up my PC
Jake (CODESupport)
Jul 6, 3:PM
***,
Thank you for continuing to update me about this!
Have we tried using Microsoft Installer at all to install CrashPlan? Also - I'm trying to connect the dots to figure out how we go here in the first placeWas this as simple as, CrashPlan wasn't working, you uninstalled and when you went back to install it started giving you this message?
Thanks again for your continued patienceThis is an odd issue indeed
Thanks,
Jake
***
Jul 6, 12:PM
YesAfter deleting all entries I tried to install and got the same message
Sent from my mobile
Jake (CODESupport)
Jul 6, 9:AM
Thank, ***!
After deleting the entry via RegEdit I don't see any mention of you trying the installer again to see if it worksCan you confirm if you are still having the problem after deleting the entry and starting again?
Thanks,
Jake
***
Jul 2, 3:PM
After restarting tried installGot to the CD-ROM message
Pressed "Browse" to understand which file is it looking for (in a CD)And then file is: Installer-x64.msi
So if you can send me this file, maybe it will solve the problem
Looks like the problem is because Windows InstallerI think you use Windows Installer only when your installation pack is an .iso so can't you send me a setup.exe instead?
Another piece of information that might help you is that I am able to install and then uninstall the pro version
RegEdit search
"code42"
Nothing
Searching "crashplan" - found several installer folders

After further review of this user's account, we have decided to unsuspend their email address in our system so they can sign up for another account with that email address. I've reached out to the customer via email to inform them of this and to provide them instructions to get started with CrashPlan againThank you,CodeSupport Management

Subscriptions to CrashPlan are non-refundableThe consumer agrees to our terms and conditions before completing purchase, which clearly states that subscription are non-refundableAs part of our announcement, we're not only honoring the customer's contract, but we're also including a 60-day
extension and the ability to migrate to our small business offering and receive the service for 75% off for one yearWe've pulled together a considerable amount of content for our users to review that will help answer any questions they have here: https://www.crashplan.com/en-us/consumer/nextsteps/

We'll continue to honor this customer's contract and deliver on the product through the remaining time of their subscriptionsWe can certainly cancel the subscription, however the time will remain and the service will be provided through the end dateIn accordance with our policy, we do not offer refunds for CrashPlan for Home subscriptionsMore information can be reviewed on our EULA to which our users agree to during the checkout process: https://support.crashplan.com/Terms_And_Conditions/End_User_License_Agreements/C...⇄

Our support team has reached out to the customer and is working to resolve.

Initial Business Response /* (1000, 5, 2015/11/16) */
A subscription to our service was purchased with the option to have it automatically renew annually. This authorized us to automatically deduct the funds for the renewal of service.
We have received the request from the customer and have...

followed up by contacting them directly. We are offering to terminate the subscription service, close the account and fully refund the amount withdrawn from the authorized renewal.
Initial Consumer Rebuttal /* (2000, 6, 2015/11/16) */