I am rejecting this response because: Codefreely admits that it did not and will not offer the "unlimited" service that it advertised Codealso 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
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 ($per device) for one yearWe've pulled together a considerable amount of content for our users to review that will help answer any questions they have here: https://www.crashplan.com/en-us/consumer/nextsteps/
We are continuing to assist Michael with his issueAt no time has he insisted that we terminate serviceOur standard policy is that we will provide a full refund should we find ourselves in a situation where we can not achieve a positive result to troubleshootingIt is our opinion that the issue is not related to CrashPlan's functionality, however because we are the only application that is demonstrating the behavior, we are continuing to assist Michael in investigating the root cause If Michael wishes to terminate his CrashPlan subscription, all he needs to do is let us know
I am rejecting this response because: Letting me sign up for a year's subscription with no warning only days before they announced that the service was to be cancelled is at best misleading by omission, if not actually fraudulentAlso, at the time I renewed my subscription, and up until August (the day Codenotified customers of the change) their web site allowed for the possibility of cancelling the service to receive a refund
Subscriptions to CrashPlan are non-refundableThe customer agrees to our terms and conditions before completing purchase, which clearly states that subscriptions are non-refundableAs part of our announcement, we're not only honoring the customer's contract, but we're also including a 60-day extension and the ability to migrate to our small business offering and receive the service for 75% off ($per computer) 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/
Codeand MrTate communicated extensively via Code42’s customer support ticketing systemCodehelped MrT [redacted] troubleshoot the issues he was experiencing, and he ultimately decided to continue using our product without further assistance
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 by user initiated action the new computer was deactivated so they deleted the data in mid MayTo me there are quite few inconsistencies , in their response which I received over few days by their representativesThey 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 and immediately after applying it , it started back up they said , they keep data for months but they deleted my data with in months in mid of May They said in april I deactivated the "new " computer but I didn't do anything at allI 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 I had paid my fee of two years in jan and my payment is good till JanMy 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 optionI 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
Initial Business Response / [redacted] (1000, 5, 2015/11/16) */ Subscription was renewed due to prior agreement to have the subscription to our service automatically renewCustomer contacted us and we responded with instructions on how to cancel and received a refund We have refunded payment from and 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 / [redacted] (2000, 6, 2015/11/17) */
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
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
Initial Business Response / [redacted] (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 backupAs 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 itUnfortunately we do not offer this service and have provided instructions and additional information for how the customer can retrieve this data on his ownDue to past issues, the customer refuses to install our application to retrieve his data We have offered a solution to the problemWe will not be shipping a drive as the data can be retrieved through our softwareWe 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 anyonePerforming a restore via the CrashPlan application is the only way to keep security and privacy intact for this customerWe physically do not have a way to send any of the backup archive to the customer Initial Consumer Rebuttal / [redacted] (2000, 10, 2016/02/11) */
Because the customer was communicating directly with Codevia our customer support ticketing system, Codeceased responding to the customer’s Revdex.com complaintOn August 12th, Codesent the customer a restore drive, as requested, containing all of the customer’s backed up files
***important document attached I spent months with you trying to retrieve all of my data as you suggested and advisedYour system never had my full data available for me to access and downloadYou 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 monthsAnd 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 doThis 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 solutionYou 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 serviceI am failing to understand the reason you cannot find an alternate solution to the one you insist I use that did not work fro monthsPlease 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 goodI will not stop pursing this until you proved my data, this is not my fault, my problem, or my responsibilityYou 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***Documentation.JPG)
I am rejecting this response because:The solution is not workable and the restore is giving an errorBasically the service I have paid for is not workingWhile they may have stopped the restore-to-door service after I signed up for the service, it is unacceptableAt this point I do not see any way the restore can workThey accept that I have made multiple attempts and its not working so their service is not workingI am suggesting an option for them to give my data which I own thru another means but they do not seem to relentBasically I have paid them for something that is substandard and not workingI lose data which has a financial and emotional impact on mePlease help
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
I am rejecting this response because: Codefreely admits that it did not and will not offer the "unlimited" service that it advertised Codealso 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
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 ($per device) for one yearWe've pulled together a considerable amount of content for our users to review that will help answer any questions they have here: https://www.crashplan.com/en-us/consumer/nextsteps/
We are continuing to assist Michael with his issueAt no time has he insisted that we terminate serviceOur standard policy is that we will provide a full refund should we find ourselves in a situation where we can not achieve a positive result to troubleshootingIt is our opinion that the issue is not related to CrashPlan's functionality, however because we are the only application that is demonstrating the behavior, we are continuing to assist Michael in investigating the root cause If Michael wishes to terminate his CrashPlan subscription, all he needs to do is let us know
I am rejecting this response because: Letting me sign up for a year's subscription with no warning only days before they announced that the service was to be cancelled is at best misleading by omission, if not actually fraudulentAlso, at the time I renewed my subscription, and up until August (the day Codenotified customers of the change) their web site allowed for the possibility of cancelling the service to receive a refund
Subscriptions to CrashPlan are non-refundableThe customer agrees to our terms and conditions before completing purchase, which clearly states that subscriptions are non-refundableAs part of our announcement, we're not only honoring the customer's contract, but we're also including a 60-day extension and the ability to migrate to our small business offering and receive the service for 75% off ($per computer) 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/
Codeand MrTate communicated extensively via Code42’s customer support ticketing systemCodehelped MrT [redacted] troubleshoot the issues he was experiencing, and he ultimately decided to continue using our product without further assistance
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 by user initiated action the new computer was deactivated so they deleted the data in mid MayTo me there are quite few inconsistencies , in their response which I received over few days by their representativesThey 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 and immediately after applying it , it started back up they said , they keep data for months but they deleted my data with in months in mid of May They said in april I deactivated the "new " computer but I didn't do anything at allI 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 I had paid my fee of two years in jan and my payment is good till JanMy 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 optionI 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
Initial Business Response / [redacted] (1000, 5, 2015/11/16) */ Subscription was renewed due to prior agreement to have the subscription to our service automatically renewCustomer contacted us and we responded with instructions on how to cancel and received a refund We have refunded payment from and 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 / [redacted] (2000, 6, 2015/11/17) */
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
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
Initial Business Response / [redacted] (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 backupAs 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 itUnfortunately we do not offer this service and have provided instructions and additional information for how the customer can retrieve this data on his ownDue to past issues, the customer refuses to install our application to retrieve his data We have offered a solution to the problemWe will not be shipping a drive as the data can be retrieved through our softwareWe 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 anyonePerforming a restore via the CrashPlan application is the only way to keep security and privacy intact for this customerWe physically do not have a way to send any of the backup archive to the customer Initial Consumer Rebuttal / [redacted] (2000, 10, 2016/02/11) */
Because the customer was communicating directly with Codevia our customer support ticketing system, Codeceased responding to the customer’s Revdex.com complaintOn August 12th, Codesent the customer a restore drive, as requested, containing all of the customer’s backed up files
***important document attached I spent months with you trying to retrieve all of my data as you suggested and advisedYour system never had my full data available for me to access and downloadYou 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 monthsAnd 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 doThis 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 solutionYou 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 serviceI am failing to understand the reason you cannot find an alternate solution to the one you insist I use that did not work fro monthsPlease 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 goodI will not stop pursing this until you proved my data, this is not my fault, my problem, or my responsibilityYou 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***Documentation.JPG)
I am rejecting this response because:The solution is not workable and the restore is giving an errorBasically the service I have paid for is not workingWhile they may have stopped the restore-to-door service after I signed up for the service, it is unacceptableAt this point I do not see any way the restore can workThey accept that I have made multiple attempts and its not working so their service is not workingI am suggesting an option for them to give my data which I own thru another means but they do not seem to relentBasically I have paid them for something that is substandard and not workingI lose data which has a financial and emotional impact on mePlease help
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