Code42 Software Inc

I am rejecting this response because: Letting me sign up for a year's subscription with no warning only days before they announced that the service was to be cancelled is at best misleading by omission, if not actually fraudulent. Also, at the time I renewed my subscription, and up until August 22 (the day Code42 notified customers of the change) their web site allowed for the possibility of cancelling the service to receive a refund.

Mr. [redacted] originally reached out to us in November 2015 stating that maintenance was taking longer than expected and no backups were occurring. While this was a bug that has since been corrected, we noticed that the CrashPlan settings could be tweaked for a more optimal experience. This included...

making some [redacted]es to the file selection and retention settings. We explained that while CrashPlan is unlimited, there are still technical limitations as to what it may be able to achieve in the current state it was at. The recommendations were provided by our support team after escalating to our Tier 2 engineers had concluded that altering the settings would provide a much smoother experience and reliability within the app. In May 2016 the same issues continued and Mr. [redacted] contacted us once more – we explained the same findings and assisted Mr. [redacted] once more. Similar tickets were opened in September 2016, February 2017 and July 2017. We have provided all the considerations and troubleshooting for Mr. [redacted] to continue using CrashPlan in a more stable manner. Code42 determined that after making additional [redacted]es to settings that CrashPlan will continue to function as designed. At this time Code42 does not have a way to send Mr. [redacted] a physical device with the information on it. Data can be accessed using the restore function within the application.

Response from Code42: Code42 issued a refund to this customer, as requested, on June 27th, 2017. Code42 instructed the customer to contact her bank if the refund did not post to her account. On July 24th, 2017 the customer contacted Code42 to report that she had not received the refund. Code42 again...

instructed her to speak with her bank, at which point the customer requested additional information, which Code42 provided. The customer eventually confirmed that she received the refund and requested that she be removed from further contact and emails.

I am rejecting this response because:
I renewed for two more years and I am being moved to anither service with different features before that time.  A refund is called for. This is not what was advertised and if a refund is not available then a FTC compliant must be viable due to deceptive advertising being observed here.

I am rejecting this response because:The solution is not workable and the restore is giving an error. Basically  the service I have paid for is not working. While they may have stopped the restore-to-door service after I signed up for the service, it is unacceptable. At this point I do not see any way the restore can work. They accept that I have made multiple attempts and its not working so their service is not working. I am suggesting an option for them to give my data which I own thru another means but they do not seem to relent. Basically I have paid them for something that is substandard and not working. I lose data which has a financial and emotional impact on me. Please help.

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/ - not only does this customer have a subscription that we will honor out to 2018 but they can also migrate to our Small Business product at 75% through July 2019 and they won't need to backup any of their data again as our migration tool allows for any backup under 5TB's to be moved over seamlessly.

I am rejecting this response because:  Code42 freely admits that it did not and will not offer the "unlimited" service that it advertised.  Code42 also freely admits that it directed me to make changes to my settings, and that this did not fix the problem.  All they are doing is refusing to accept responsibility.   I am simply asking for a full refund of what I paid for the service that that will not provide, as well as a copy of my data.

Initial Business Response /* (1000, 5, 2015/11/16) */
Subscription was renewed due to prior agreement to have the subscription to our service automatically renew. Customer contacted us and we responded with instructions on how to cancel and received a refund.
We have refunded payment from 2014...

and 2015. Customer closed account and any and all credit card information has been permanently removed from our systems.
We have contacted the customer directly for any additional follow-up.
Initial Consumer Rebuttal /* (2000, 6, 2015/11/17) */

I am rejecting this response because:when I renewed my subscription  I was not aware they were ending the home plan  if this had been advertised I would not have purchased the renewal

(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 data. Since 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 data. In 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 Europe. The 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.