CodeSoftware

Initial Business Response / [redacted] (1000, 5, 2015/11/16) */ A subscription to our service was purchased with the option to have it automatically renew annuallyThis 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them directlyWe are offering to terminate the subscription service, close the account and fully refund the amount withdrawn from the authorized renewal Initial Consumer Rebuttal / [redacted] (2000, 6, 2015/11/16) */

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 forThis 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

Response from Code42: Codeissued a refund to this customer, as requested, on June 27th, Codeinstructed the customer to contact her bank if the refund did not post to her accountOn July 24th, the customer contacted Codeto report that she had not received the refundCodeagain instructed her to speak with her bank, at which point the customer requested additional information, which CodeprovidedThe customer eventually confirmed that she received the refund and requested that she be removed from further contact and emails

At no point has Coderefused to offer any service to MichaelWhen 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 troubleshootingMichael 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 Michael with a fix that worked in all previous cases by close of business on July 13,

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 forThe cancellation did not initiate a refund as CrashPlan subscription are non-refundableThis has been stated in our policy and our terms and conditions since Jun 15th, More info can be reviewed here: https://support.crashplan.com/Terms_And_Conditions/End_User_License_Agreements/C...⇄

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/ - not only does this customer have a subscription that we will honor out to but they can also migrate to our Small Business product at 75% through July 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

Initial Business Response / [redacted] (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 serversThis resulted in a higher call volume, causing a higher than wait timeOur average call wait time for technical support is just over 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, CodeSupport Manager

Communication regarding this case has been ongoing with our support teamUpdates have been happening frequently and we updated the ticket yesterdayWe have provided documentation along with explanations regarding the material by our support agentsWe will continue to communication via our ticketing system

We've reviewed ***'s account and have confirmed that during the time he's been a customer with us over restore sessions have been initiated from the device and our cloudOver 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 yearsWhile we understand this situation may require a larger data set than usual for restore, the service continues to function as designedRestore 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 seeMany 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 Codeor our customers have control overWe will follow up with [redacted] directly as he still has an open ticket with our support team