Kansas Department of Social and Rehabilitation Services

Dear Mr***, I apologize that you did not receive Mr*** correspondenceHe sent you the following response on the same day, 4/29/16: To:*** Subject:From the desk of *** ***, Carbonite Customer CareCase ID ***Hello Mr***,My name is *** *** and I am the Senior Manager for Carbonite Customer CareLast evening after speaking to ***, one of our Managers, he escalated your case for my review and so that I could personally assist you. I want to begin with an apology for any frustration you have experienced using our Mirror Image serviceI understand how frustrating technology can be when it is not working correctlyI want to provide my personal assurance that we will make this right. I would like to schedule an appointment that best fits your schedule with a member of our SrEscalations TeamI assure you that if we can't get this working, and remain working, we will provide you with a refund if that is what you want. Please reply to this email and let me know when we can schedule this appointmentI have *** *** *** *** *** as your telephone number, please confirm this is correct when you reply to schedule an appointmentIf you would like to speak with me about your experience, I would be happy to discuss this with you further.I hope you will give me the opportunity to earn your trust and respect.If you have any questions, please reply to this email and it will route directly to my inbox.Kind Regard, *** ***Senior Manager, Carbonite Customer Care***
*** ***I will have *** reach out again 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 resolved.
Regards,
*** *** Carbonite has indicated they will be issuing a refund for the remainder of the subscription. I have not yet seen my account credited

Hello Mr***, Thank you for evaluating our free day, no obligation, trial on three occasionsI have confirmed that none of the computers on those trials are throttledI did have one of our engineers take a closer look at all of your trialsWe can see that on of the trials you were on a different IP address than the third one both in ***Perhaps one was from work and one from home. It appears that you were backing up different sets of files; one seems to have more smaller files and the other has fewer number of files but they are largerThis can change your experience given the way Carbonite uploads the files to our serversOn the computer named *** you received excellent data rates backing up approx373GB during the trialThis is the one that had fewer larger files in the backup setOnce your initial backup is complete, Carbonite only backs up the changesThese different situations can change the experience during your upload as well as the other factors discussed in previous postsThank you again for giving Carbonite a try.Sincerely, ***Solutions Team SpecialistCarbonite, Inc

Hello Ms***, Thank you for contacting us through the Revdex.comI apologize that Carbonite did not
meet your online backup needsWe have responded to your request for a refund through our Customer Support Center Sincerely, *** Solutions Team Specialist Carbonite, Inc

Dear Mr***,Thank you for contacting us through the Revdex.comI have reviewed your account and see the note that you forwarded from March 3, requesting to cancel your serviceFor your security, Carbonite will always verify the account before any refunds are issuedWe responded asking for
verification and did not hear backWe also sent email notification each year that we would be charging the account, followed by an order confirmation when the charge took placeThose notices were delivered to your email on file which was ***@gmail.com I do apologize for the miscommunicationI will have someone contact you from our support center to verify your address information in order to issue you a check refund for 2013, 2014, and Regards, ***Solutions Team SpecialistCarbonite, 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 appreciate such a quick response, but my question is not in the "what-ifs" realm. I have full allocated internet speeds for this program and the other two that I've tried. I am not being throttled by my machine, ISP, computer resources or any other internet usage. My ISP does not limit my speed or usage at any time. I am installing this on a system dedicated solely to this backup. The other two programs took full advantage of my internet speeds, Carbonite is not. I can not get the program to use the speeds allotted. As you've stated, I've even tried uninstalling and reinstalling. 80GB in days averages 2.1Mbps upload. Even if I were lucky enough to get the 10Mbps I'd have the same 133GB in hours that I'm getting with everything else.I understand what you're saying, but the results don't line up the any of the text in the explanation. Please understand that I am fully aware of the speeds I'm getting, I know how to check it, change it and allocate it. Carbonite is not using what's available. It's a bare machine with nothing holding it back. I have to also say that if it is an issue of distance to the server, that's understandable...but should also be listed as a problem.To suggest that the issue lies solely on my end is why I've sent the complaint to begin with. It's easy to just say "there are numerous factors that can effect speed, but we do not throttle." That says it all...and I agree. However, I know how to test my speeds, eliminate bottlenecks and the like. There is nothing hindering this program from using the my internet speed...so I'm using process of elimination. The last agent I spoke with said that pinging my system showed a speed of 2.1Mbps...which makes sense. This agent then said that it may be an issue of distance. I get that as well, but it's not on your siteYour site says that Carbonite may automatically take a lower priority if the system is used for other programs...this is also not an issue.No one has yet worked with me to find out what that is. All trouble shooting is left up to me and Carbonite just has this nifty disclaimer that should settle it. It does not settle or answer why this is occurring, and why the fix is entirely on my end? It seems more convenient than anything.Everything listed on your site as a possible bottleneck for speed has been tested, eliminated or doesn't exist at this end.]
Regards,
*** ***

Dear Mr***, Thank you for contacting us through the Revdex.comWe appreciate your being a customer since I see that *** *followed up with one of our Senior technicians and was able to assist you yesterday with backing up your video files that are over 10GBI do apologize that you
were given the incorrect information originallyWe take pride in our Customer service and will follow up to make sure that this does not happen again As a courtesy, I have added months to your subscription 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 # ***..
Despite a second assurance fromCarbonite, the refund has yet to materializeIt supports My experience that these people are absent Of ethics and cannot be taken at their word. I had, and still have, every faith that the Revdex.com worked With integrity and effort on my behalfI don't feel theSame about CarboniteI'd like the opportunityTo share my experience with a broader audience so They can be forewarned of Carbonites practices
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,
*** ***

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,
*** ***

I have followed up on the status of the check and it will be mailed out first thing tomorrow morningAgain, my sincere apologies for the delay. Regards,***Solutions Team SpecialistCarbonite, Inc

Dear Ms***,Thank you for contacting us through the Revdex.comI am sorry that Carbonite did not meet your backup needsI have asked our Support team to reach out to verify your accountOnce we receive your verification, we will proceed with your request. Regards, ***Solutions Team
SpecialistCarbonite, Inc

Dear Mr***,Thank you for contacting us through the Revdex.comWe will be issuing a refund to your *** ending in ***The auto renew has been deactivated and your information will be removed from our servers. Sincerely,***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 resolved.
Regards,
*** ***

Dear Ms***, Thank you for contacting us through the Revdex.com and for recommending Carbonite to your family and friendsI want to apologize for any frustration that you have experienced while trying to redeem your Tango CardThis process should be seamless as long as the process is followed
correctly and I see that you didI have contacted Extole and made sure that your Tango cards will be processed and sent out as soon as possibleYour satisfaction is a priority for us and we appreciate you bringing this to our attentionYour feedback helps us to continue to improve the customer experience. Regards,***Solutions Team SpecialistCarbonite, Inc

Hello Mr***, Thank you for contacting us through the Revdex.comI apologize that Carbonite did not meet youronline backup needsWe have responded to your request for a refund through our Customer Support Center. Sincerely, ***Solutions Team Specialist Carbonite, Inc

Thank you for sharing this with us, this message is to confirm receipt.  We are reviewing [redacted]'s account and history now and will followup immediately with a response.  Thank you,Carbonite Customer Care

Dear Revdex.com,This user has contacted us to let us know that they have recovered their data locally. He believes that he is all set at this time. We will keep his case open for a while to make sure he does not need further assistance. Regards,[redacted]Solutions Team SpecialistCarbonite, Inc.

Dear Revdex.com,Carbonite has no further comment on this case. Carbonite’s product is a paid service with a start and end date. Prior to expiration, Carbonite sends multiple emails to the account on file stating the account is set to expire and providing instructions to renew your subscription or restore your data before it is purged from servers. As a courtesy, we hold customer data for 30 days post expiration to allow time to renew or recover data. More information about account expiration is available to the public on the support section of Carbonite’s website, here. Carbonite’s Product Terms and Conditions, which are agreed to at the time of purchase also state: “Incomplete or incorrect Account information, or failure to pay fees when due, will result in inactivation of Your Account, the cancellation of Your subscription and deletion of Your User Data.”Regards,[redacted]

Hello Mr. [redacted], Thank you for your response. I apologize for misinformingyou. Your account had actually auto renewed on 9/5/15. Our logs show that theAuto Renewal was deactivated on 9/23/15. Carbonite does not change expirationdates. You have been refunded and the auto renew is deactivated. Your accountis no longer active and you will not incur any further charges.  Sincerely,[redacted]Solutions Team SpecialistCarbonite, Inc.