Kansas Department of Social and Rehabilitation Services

Dear Mr. [redacted], Thank you for contacting us through the Revdex.com. I see that you contacted us on 4/8/16 and spoke to our technician regarding your energy usage. He showed you your energy usage in the activity monitor and it revealed that Carbonite was fairly low but Safari was using the majority of...

the battery. Your initial backup is completed and Carbonite will only be backing up new and changed files going forward.  We do appreciate that you have given us the opportunity to support your issue and want you to be happy with the product. We will be issuing you a refund for the recent subscription and hope that you will consider us again in the future. Regards, [redacted] Solutions Team Specialist Carbonite, Inc.

Dear Mr. [redacted],Thank you for contacting us through the Revdex.com. For security reasons we do require that accounts be verified in full before a refund is issued. I see that you have provided the necessary information and we will go ahead and process your refund. You will receive notice via email it is...

completed. Thank you for giving Carbonite a try and we appreciate your patience. Regards, [redacted]Solutions Team SpecialistCarbonite, Inc.

This user has accepted a pro-rated refund. He opted not to continue troubleshooting. Once he receives his refund, the case will be closed. Thank you,[redacted]Solutions Team SpecialistCarbonite, Inc

Hello Mr. [redacted],Thank you for contacting us through the Revdex.com. Your subscription was automatically renewed on 9/24/15 because automatic renewal was selected at the time of the original purchase. I see that you deactivated your recurring billing on 9/26/15. I am sorry that Carbonite can no longer meet...

your online backup needs and have had your recent renewal refunded back to your credit card.Sincerely,[redacted]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 # [redacted].
Right? And the check is in the mail. 
Regards,
[redacted]

Hello Mr. [redacted], Thank you for contacting us through the Revdex.com and for being a loyal Carbonite customer. I have reviewed your support case and see that we offered you a courtesy Courier Recovery. There is no charge to you. I apologize for the confusion as the forms that we need you to fill out...

do mention about a payment. Please fill out the forms in full as we need to verify your account. Here is an excerpt from the original message stating that the Courier Recovery was complimentary:"Greetings [redacted],I have spoken with my manager and he has approved a complimentary courier drive. We will be shipping you your data on an external media."I have also asked [redacted], our Senior Escalation manager, to send you a note reiterating that there will be no charge.Regards, [redacted]Solutions Team SpecialistCarbonite, Inc.

Dear Ms. [redacted], Thank you for contacting us through the Revdex.com. I am sorry to hear that Carbonite can no longer meet your online backup needs. Carbonite did perform as advertised in regards to your external drive. I have sent your request through our Customer Service center today, 01/19/2018....

Your request is being processed.   Regards, [redacted] Solutions Engineer 1 Carbonite, Inc.

I have made sure that this check for $238.97 will be sent out asap. [redacted]

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 # [redacted].  
 
Regards,
[redacted]

Hello [redacted],Thank you for your response. I have spoken to [redacted] and he informs me that you have come to a mutual resolution on your case.  Sincerely, [redacted] Solutions Team Specialist Carbonite, Inc.

Better...

Business Bureau:
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 #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

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 # [redacted]. Please add your rejection comments below. 
[The 373GB's was a combination of two trials which is 30 days...however, even at 15days that's 2Mbps Up.  The 191GB's that I have now is 9 days which averages 2Mbps.  Is that not obvious somehow?  Your agent said that he was pinging me at 1.1Mbps.  Is that not obvious somehow?The speeds are not being used by your program.Lets do this...let's eliminate or at least pin-point each of those "numerous factors".  At some point in time, we should be able to figure out what is slowing it down, right?The website says this:About Your Backup SpeedThe speed of your Internet connection is the primary factor for how fast you can back up your files to Carbonite's servers. Your backup speed will also depend on the speed of your computer, the amount of data selected for backup, and the amount of strain your other programs and services have on your internet connection.You will be able to experience upload speeds of up to 10Mbps depending on the speed of your internet connection. For example, a [redacted] (fiber optic connection) user will back up and restore at a much faster rate than a [redacted] user. A cable user may back up and restore slower during peak cable usage times. Additionally, Carbonite slows down while you are using your computer to avoid interfering with your important tasks.Your computer's hibernation and sleep settings can also effect your backup speed. Adjusting these settings for your PC or [redacted] so that your computer remains on will help ensure that your initial backup happens as fast as possible. Increasing Your Backup SpeedTips that may help increase your backup speed:Physically connect your computer to your router or modem instead of using a wireless connection.When practical, use the computer as seldom as possible during backups. Adjust sleep and hibernation settings so that your computer remains on.Close programs you aren't actively using - especially those that connect to the internet.Ensure that Carbonite is properly allowed through your firewall or other security software.Note: Backup and restore operations can only take place while the computer is on and connected to the internet. If your computer is in a low power state, hibernate, or sleep mode, Carbonite cannot perform backup or restore operations. When your computer turns on and connects to the Internet, your backup will resume from the file it left off on. I have covered all of this, and I meet all of the qualifications listed under "Tips that may help increase your backup speed"Since you are going to stick to their being a problem on this end, please tell me of the other possibilities that I am or may be missing  Thank you.]
Regards,
[redacted]

Hello and thank you for contacting us through the Revdex.com.We appreciate your giving Carbonite a try and am sorry that we do not support your current operating system. I have made sure that your refund was processed today. You will receive a notice from our support center with confirmation. Please give...

us a try if you should upgrade in the future. Sincerely, [redacted]Solutions Team SpecialistCarbonite, Inc.

Dear Ms. [redacted], Thank you for contacting us through the Revdex.com. I am glad that Carbonite was able to restore your files back to your computer. I understand that the import process can be frustrating. There are certain software programs that have their own requirements above and beyond what...

Carbonite does. We will backup the files on your computer, and restore those files back to their original locations. However once the files are on your computer some software requires what is called an "Import". An import is a second step, outside of Carbonite's backup/restore functions, and normally requires that you work with that software company to get their program up and running again correctly. Carbonite agents can only assist with tech support directly related to the Carbonite program. We cannot offer technical support for 3rd party programs. You will be best served contacting the software creator directly or contacting [redacted], a highly qualified company that we recommend. We also sent you a Carbonite Post-Restore Checklist (For [redacted]): [redacted] which includes links to import instructions and [redacted].  Regards, Rosanne Solutions Team Specialist Carbonite, Inc.

Dear Ms. [redacted], Thank you for contacting us through the Revdex.com. I am very sorry for any frustration that you have experienced while trying to resolve the unwanted charge to your inactive account. I see that we did refund that account in 2016 and the auto renew remained active in error causing the account to renew again in 2017. I have had that charge refunded today and have made sure that this does not happen again. The charge went back to your [redacted] ending in [redacted]. I have added 2 months to your active [redacted] account as a courtesy.  Thank you for giving us the opportunity to make this right. Your satisfaction is our number one priority.   Sincerely, [redacted] 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 # [redacted]. Please add your rejection comments below. 
Hopefully they will credit the card that was fraudulently charged.  Their charge date was Sept 5, 2015 and I cancelled this in August 2015.  My credit card on file was expired and they charged it anyway by changing the expire date.  When I found this out, I went in and deleted the other card and made sure auto-renew was off, which it was.  They have their facts wrong!  I wonder how many more people they have done this too.
Regards,
[redacted]

Dear Mr. [redacted], Thank you for contacting us through the Revdex.com. I have reviewed your account and listened to your phone call with [redacted] on 9/14/17 @11:39AM. There was no mention of a refund or cancellation at this time. I do apologize for the miscommunication. As a courtesy, we have issued a...

pro-rated refund to your account. I’m sorry that Carbonite can no longer meet your backup needs. Regards,   [redacted] Solutions Team Specialist Carbonite, Inc.

Hello Mr. [redacted], Thank you for contacting us through the Revdex.com. I apologize for any frustration that you have endured. I have reviewed your case with
our Team Manager, [redacted]. He informs me that your restore is progressing
and once that is completed, we will be refunding your most recent...

renewal. We
are sorry that Carbonite can no longer meet your online backup needs. Sincerely, [redacted] Solutions Team Specialist Carbonite, Inc.

Dear Ms. [redacted], Thank you for contacting us through the Revdex.com. I apologize that Carbonite can no longer meet your online backup needs because of Internet speed constraints. Carbonite does have a documented refund policy at...

https://support.carbonite.com/articles/Personal-Pro-Server-[redacted]-Refunds .  We have issued you a refund for the second year of the subscription and hope that you will give Carbonite another chance in the future should your Internet speed improve.   Regards, [redacted] 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 # [redacted]. Please add your rejection comments below. 
The company indicated that I declined Tier 2 support - that is incorrect.  Tier 2 called me two twice -- I declined it to be on hold - I did not decline the support.  The tech that indicated that was rude from the onset and felt she had to work to resolve the issue.  [redacted], was the tech and her supervisor would not even speak with me.I would suggest Carbonite get the facts before sending out misleading information.
Regards,
[redacted]