Kansas Department of Social and Rehabilitation Services

Hello Ms***, Thank you for contacting us through the Revdex.comOur recordsshow that the Carbonite account under j***@***.comexpired days ago for non-paymentCarbonite attempted to charge the card onfile on April 9, however, we received an error message, Pick up Card,which
typically indicates that the card was bad or reported stolen, so we wereunable to process the paymentWhen a renewal is unable to be processed,Carbonite sends automated messages to the email on fileIf you did not receivesuch email, it is likely your ISP server blocked our message from beingdeliveredAdditionally, Carbonite’s Terms of Service state:“Your subscription will automatically terminate or expire, and Your Account andaccess to Your User Data will be disabled upon (1) non-renewal, cancellation,or expiration of a subscription or failure to pay subscription fees when due,if applicable, (2) Carbonite's discontinuation of the Services, or (3) failureto comply with these TermsYou acknowledge and agree that after anynon-renewal, cancellation, or expiration of Your subscription, it is Carbonite'spolicy to automatically delete all User Data protected by Your Account that isstored on Carbonite servers or on Carbonite's third-party cloud storageproviders.”In addition, the Terms of Service state “You, not Carbonite, are solely responsible for YourAccount and User Data.” It is the customers responsibility to ensure theiraccount is update with accurate information Sincerely,***Solutions Team SpecialistCarbonite, Inc

Dear Ms***, Thank you for contacting us through the Revdex.comI apologize that Carbonite can no longer meet your online backup needs because of past restore issuesOur engineers will continue investigating these issues to further improve our productWe have responded to your request through our
Customer Service center on 12/9/Your request is being processed Regards, *** Solutions Team Specialist Carbonite, Inc

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
I have already dealt with *** and have been told that this situation could not be resolved Please see his email response below Since there is no way to restore the information on my computer, and since it looks as if I have to start over and seek and pay for assistance elsewhere, I see no options that he can provide that would make me change my mind about wanting my money back and discontinuing any further service with Carbonite Carbonite Support Dec at 4:49 PM***Message bodyHello ***,I apologize about the delay in my response Between myself and the engineering Team we have been able to determine that a *** *** recovery is not going to be a viable recovery option The *** *** database has been corrupted too badly to allow a proper restore, which is what I feared.Regrettably the only option left would be to just go through and reinstall *** on the computer We would then have to start *** *** over from scratch and make new snapshots.If you need further assistance please respond to this emailI am generally available Monday through Friday PM and PM EST.Sincerely,*** W.SrTechnical Support Professional, Escalations Teamwww.carbonite.comThe Better Backup Plan

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
Despite the email notifications, the options for recovering our data are insufficient I was told that it could take at least three days to recover any data stored by Carbonite This is an unacceptable delay and part of the reason that I chose not to renew the subscription It was not made clear in any correspondence that we would not have the option of recovering our stored data after the expiration Your communications are designed to instill fear with veiled threats and access to our company data is restricted Your response to my complaint is proof positive that you are not interested in improving your service so we have taken our business elsewhere
Regards,
*** ***

That is correctThe refund for $has been approved and the check is being processed

Dear Ms***, Thank you for contacting us through the Revdex.comI am very sorry for any frustration that you have experienced while trying to restore your filesI see that our Senior Director of Customer Care has called you personallyWe are committed to helping you restore your files and
Chris will be calling you to assist with that taskThank you for giving us the opportunity to make this rightYour satisfaction is our number one priority. Sincerely,***Solutions Team SpecialistCarbonite, Inc

Dear Mr***, Thank you for contacting us through the Revdex.comI do apologize that you are receiving messages that your subscription is invalidI have looked at your account and see that your backup is current and your subscription expires on 7/20/I have asked our Customer support
team to reach out to you for further investigationWe are dedicated to resolving your issue Regards, *** Solutions Team Specialist Carbonite, Inc

Dear Mr***, Thank you for contacting us through the Revdex.comI have reviewed all of your five support sessions and see that we provided you with instructions and offers to assist but those were not utilizedAs a courtesy we will be refunding your Invoice ***Regards, ***Solutions Team
SpecialistCarbonite, Inc

Dear Mr***, Thank you for your responseI do see that you did work with our Tier agents on two occasions*** being the firstI do apologize that you were not able to speak to a supervisorOur procedure to speak to a supervisor is to be placed on a very brief holdShe found that you had backed up a shortcut to a location under the root of the C driveBy documented policy, Carbonite does not backup files saved directly to the C drive unless they are selected manuallyAfter your call to our corporate office, we then had another escalation agent contact you directly and they confirmed ***’s findingsIf you would like to continue with Carbonite as your online backup provider, I would be happy to arrange a time for one of our senior agents to contact you and help you configure Carbonite to better suit your needs and answer any remaining questions about how Carbonite worksIf not, we will issue you a refund for your recent purchaseRegards, *** Solutions Team Specialist Carbonite, Inc

Dear Mr***, Thank you for contacting us through the Revdex.comI am very sorry that *** was not able to resolve your issue while you were on the support callI see that our Senior Manager, *** ** has reached out to you today (Case ***) to make an appointment that fits your
scheduleOur priority is to have your issue resolved and to regain your trust in our productIf we are unable to resolve the snapshot issue, we will certainly refund your subscriptionWe look forward to hearing from you Regards, *** Solutions Team Specialist Carbonite, Inc

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***
It's been Three weeks and I've yet to find a refund check in my mailbox.
Regards,
*** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
Himy understating is due to the poor support and the failure of your system I would be receiving a year refund, after my restore is completed, but be extended my back up service with your company for years as a accomadation, is correct? This according to *** *** ***
Regards,
*** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
Carbonite is still not taking responsibility for the faultiness of the product. I did get some pictures back - and all of the pictures, the ones lost and ones retrieved, were all in the same place. It was their tech who came up with the location off C:\ --- it was not the actuality -- it was the only excuse they could come up with for their product failure.This is what I kept trying to explain, but their rote response is all she could come up with. With respect to speaking with a supervisor -- *** put me on hold for more than 2/of the conversation, so being on hold was not the case - a reevaluation of their customer service -- the aggravation as well as loss of product deserves more than a low - mid level response. I am still waiting to hear from a corporate manager
Regards,
*** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***
You know, it is fineDo what ever you need to doOne thing Im going to say is that you are not forcing me to purchase your productThis is the worse service I had ever hadPeople and business should be very careful and think it twice, before they use carboniteBecause they will lose all they file or pay a price to get something back that belong to themLike in my caseAnd please do not try to contact me again and try to sale me your product, saying, you only have four dates, buy our product now or we will delete your file permanentely
Regards,
*** ***

RevDex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***

Dear Revdex.com,This user had an active backup until 1/26/They purchased a year code back in March of One year was almost completedWe have issued them a full refund for the year that they will not utilize. Thank you,***

Dear Mr***, Thank you for contacting us through the Revdex.comI am sorry to hear that Carbonite can no longer meet your online backup needsI have sent your request through our Customer Service center today, 01/29/Your request is being processed Regards, *** Solutions Engineer
Carbonite, Inc

Dear Mr***,Thank you again for your responseI can assure you that nothing has changed on our end during our reviews of your trialsAs we have s*d previously, there are several factors that determine how fast your data will be uploaded to our serversYou actually uploaded 373GB to our servers in days, not daysOur consumer trials are daysThank you for taking advantage of our trial and for considering Carbonite. Regards,***Solutions Team SpecialistCarbonite, Inc

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolvedThank you for the very quick resolution of this problemI have already received the credit that I believe I was due.
Regards,
*** ***