Code42 Software Inc

Communication regarding this case has been ongoing with our support team. Updates have been happening frequently and we updated the ticket yesterday. We have provided documentation along with explanations regarding the material by our support agents. We will continue to communication via our...

ticketing system.

I am rejecting this response because:
Since I filed the I am in touch with their help team to sort out the issue .  However their responses are logical or acceptable for the kind of service they are offering and the amount of money they are charging . The Timeline since they've provided is somewhat really weird .  So here is their version of event . That my original computer or the original link  , whatever they like to call it .. stopped back up some time in late December then in January the new computer was added and the license was transferred to that and then in late April 2016 by user initiated action the new computer was deactivated so they deleted the data in mid May. To me there are quite few inconsistencies , in their response  which I received over few days by their representatives. They said that data stopped backing up in late December . I am sure it must be their own software issue as I didn't do anything at that time . the only time I did something was the re installation of windows on the "same " computer . I followed the instruction which their software provided . Software didn't start backing up the data . so if they are suggesting that . the " new computer" was added and license was transferred to that new computer then why the back up was not started on the "new " computer .  The reason is I didn't apply the license key to the software untill september 1st 2016 and immediately after applying it , it started back up .. they said , they keep data for 6 months but they deleted my data with in 4 months in mid of May . They said . in april I deactivated the "new " computer .. but I didn't do anything at all. I have same computer and same software .  My problem is that they deactivated my computer ..  but never deactivated my payment option which was on auto renewal in January 2017 . I had paid my fee of two years in jan 2015 and my payment is good till Jan2017 . My problem is that before deleting my data they didn't send me a personal email about it . they said software must have prompted me .. well as I said . I never did anything with the software so how could I get the prompt and why I would deactivate my computer but not the payment option. I think their system is not working fine or was not working fine at that time and they are now putting it on me . they deleted my data while I fully paid to keep it safe and even after deleting all my data , they kept the payment option on autorenewal (which since then I've changed ) and after relieving their responses I am intended to switch services with some other provider

We are reaching out to this customer. Unfortunately we were unable to find any tickets logged in our system showing the customer has contacted us. We'd like to get a better understand of what the issue is and assist with technical support as this is rolled into the cost of the...

subscription. The CrashPlan support team is reaching out to this customer. Jake - CrashPlan support manager.

Subscriptions to CrashPlan are non-refundable. The customer agrees to our terms and conditions before completing purchase, which clearly states that subscriptions are non-refundable. As 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 year. We'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/

Because the customer was communicating directly with Code42 via our customer support ticketing system, Code42 ceased responding to the customer’s Revdex.com complaint. On August 12th, 2015 Code42 sent the customer a restore drive, as requested, containing all of the customer’s backed up files.

Subscriptions to CrashPlan are non-refundable. The customer agrees to our terms and conditions before completing purchase, which clearly states that subscriptions are non-refundable. As 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 ($2.50 per device) for one year. We'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/

While possible to cancel the CrashPlan for Home subscription, this would allow the customer to continue use the service for the duration that they paid for. The cancellation did not initiate a refund as CrashPlan subscription are non-refundable. This has been stated in our policy and our terms and conditions since Jun 15th, 2016. More info can be reviewed here: https://support.crashplan.com/Terms_And_Conditions/End_User_License_Agree...⇄

Initial Business Response /* (1000, 5, 2015/08/31) */
Hello,
I have reached out to this customer to apologize for the poor experience.
When they called our Support phone number at about 2pm (central time) on 8/24/15, there was maintenance being performed on our cloud servers. This resulted...

in a higher call volume, causing a higher than normal wait time. Our average call wait time for technical support is just over 5 minutes.
I've also requested further details on the trouble they had with our Support pages so I can pass that along to our Documentation team.
We're always looking to make improvements in our support and really appreciate feedback from our customers.
Thank you,
Code42 Support Manager

[redacted]important document attached.
I spent 3 months with you trying to retrieve all of my data as you suggested and advised. Your system never had my full data available for me to access and download. You indicate that I am not willing to retrieve the data as you request, however I have attempted to retrieve my data the way you told me and it did not work, and it did not work for 3 months. And after you indicated that your company is not a good fit for me, and I uninstalled your program, you then say that I will not do what you said I had to do. This is absurd, I have indicated that I am willing to send you an external terabyte drive that will accommodate all of my data, yet you refuse to consider this solution. You say your concern is the security of my data, however I am willing to accept my data on a drive I provide as long as you send it to me in a certified package through reputable delivery service. I am failing to understand the reason you cannot find an alternate solution to the one you insist I use that did not work fro 3 months. Please let me know where I can send the external drive, so you can send me my data, refund fees that I have paid for nothing, and be rid of me for good. I will not stop pursing this until you proved my data, this is not my fault, my problem, or my responsibility. You have clearly indicated that your company is not up to the job, so you must do the right thing and let me move on with my data. (T[redacted]Documentation.JPG)

Code42 and Mr. Tate communicated extensively via Code42’s customer support ticketing system. Code42 helped Mr. T[redacted] troubleshoot the issues he was experiencing, and he ultimately decided to continue using our product without further assistance.

We are continuing to assist Michael with his issue. At no time has he insisted that we terminate service. Our 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 troubleshooting. It 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 Michael in investigating the root cause.
If Michael wishes to terminate his CrashPlan subscription, all he needs to do is let us know.

We received [redacted]'s request and during our support interaction we noted that once the subscription was cancelled, [redacted] would receive a refund. Shortly after we saw the cancellation our support team followed up with [redacted], refunded him and confirmed that a refund would be received within 1-3...

business days.

We've reviewed [redacted]'s account and have confirmed that during the time he's been a customer with us over 100 restore sessions have been initiated from the device and our cloud. Over the history of these 100+ restores we have seen the service working as designed with no concerns from [redacted] in regards...

to speed over the course of 3 years. While we understand this situation may require a larger data set than usual for restore, the service continues to function as designed. Restore speeds will likely never reach the full bandwidth of any one person's connection and the restore speed that is being reported by [redacted] is well within the average range that many of our customers will see. Many other factors need to be considered in the restore time as well such as decryption and decompression of the files.  Another consideration is ISP infrastructure that neither Code42 or our customers have control over. We will follow up with [redacted] directly as he still has an open ticket with our support team.

Initial Business Response /* (1000, 8, 2016/02/01) */
Customer has been in contact with multiple agents in the past to which we have set expectations multiple times that the software may not be able to handle the amount of data selected for backup. As the software does not meet the customer's...

expectations, we have simply suggested altering the application to handle a lesser load or to explore other options/competitors that will fulfill his expectations.
The customer has requested we send a hard drive with his information on it. Unfortunately we do not offer this service and have provided instructions and additional information for how the customer can retrieve this data on his own. Due to past issues, the customer refuses to install our application to retrieve his data.
We have offered a solution to the problem. We will not be shipping a drive as the data can be retrieved through our software. We take security and privacy very seriously and sending a specific set of information on a drive as requested would mean sending unencrypted, personal information that could be accessed by anyone. Performing a restore via the CrashPlan application is the only way to keep security and privacy intact for this customer. We physically do not have a way to send any of the backup archive to the customer.
Initial Consumer Rebuttal /* (2000, 10, 2016/02/11) */

While investigating [redacted]'s account we found that he purchased a subscription to backup 1 computer to our cloud. During one of the reinstalls of either the CrashPlan software or the operating system on the computer the configuration settings for CrashPlan were removed and the backup needed...

to be relinked. This caused the account to show two different computers. One contained the backup archive and the other appeared as a new computer with no backups. The previous version of the backup archive was removed by a user initiated action on the software causing the data to be deleted and the license key to be transferred over to a new computer. Unfortunately recovery of the data is not possible due to the user initiated action from the client side. The CrashPlan application complied with the instructions provided by the user, removing the data from our servers. We will be following up internally on [redacted]'s ticket that has been submitted to our team.

Subscriptions to CrashPlan are non-refundable. The customer agrees to our terms and conditions before completing purchase, which clearly states that subscriptions are non-refundable. As 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 ($2.50 per computer) for one year. We'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/

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12254964, and find that this resolution is satisfactory to me.

At no point has Code42 refused to offer any service to Michael. When Michael 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. Michael elected to continue to troubleshoot the issue.
After doing further investigation, we have discovered exactly 4 instances of this happening in our past (over 7 years of history), in all cases the cause was a different application making edits to the Windows Registry. We will be replying to Michael with a fix that worked in all previous cases by close of business on July 13, 2015.

We reviewed [redacted]'s history with us and found 3 recent tickets filed this year. The first 2 tickets filed with us requested a phone number to call and gave us some brief information regarding the issue. Our auto-response email triaged the issue and sent [redacted] relevant troubleshooting info to help...

resolve the issue. Unfortunately we did not hear back on whether or not the issue persists. Recently [redacted] filed a ticket and received additional assistance from our support agent. There were 1-2 exchanges that occurred between [redacted] and our support agent. The last email we sent [redacted] contained final troubleshooting information as well as setting expectations on what he can expect from CrashPlan once the issue is resolved. The latest ticket was closed due to no response from the customer confirming whether or not the issue had been resolved. We are in the process of filing a new ticket, reaching out to [redacted] to find out if he's still experiencing any issues and how we may be able to assist. Jake B - CSB Technical Lead.

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