[Jason Dunn]

Originally Posted by trashpicker

I don't want to be using the electricity to do the back up for the next X weeks if they turn around and close my account (it's not that I'm cheap, I prefer not to use the natural resources for nothing).

Ok, understood - you're right, if you're paying for a service, they should be replying to you as a customer.

[Jason Dunn]

Originally Posted by trashpicker

I don't want to be using the electricity to do the back up for the next X weeks if they turn around and close my account (it's not that I'm cheap, I prefer not to use the natural resources for nothing).

Ok, understood - you're right, if you're paying for a service, they should be replying to you as a customer.

[trashpicker]

Originally Posted by Jason Dunn

...130 GB isn't far off my own 100 GB of data, so if they're threatening to cancel your account that means if I wasn't an affiliate they'd do the same to me. Preferential treatment is not cool - I wouldn't have recommended this service so strongly if I knew by "unlimited" they meant "anything under 100 GB". I've emailed my contact at Carbonite though and have asked for his thoughts on this, so I'm going to give them the benefit of the doubt for now and hope that this isn't them changing their stance. :?

Have you heard back from them?

[Jason Dunn]

Originally Posted by trashpicker

Have you heard back from them?

In my discussions with Swami from Carbonite, it seems that their re-thinking the limitations - he talked about an option whereby they'd allow more than 125 GB of data, but they'd cap the upload speed (which they're supposed to do now). And they're talking about offering a "pro" plan for $99 a year where there would be no upload limit. I think in many ways Carbonite is still figuring out how they want to offer this service...in a way, that's a good thing because it means they're open to feedback. But in another way, it's bad, because they should have easy to follow rules for their customers to read.

[trashpicker]

Just a quick update - asked them to close my account over two weeks ago and it has not been closed. Just sent them another email (since there's no published phone number that I can find) asking for account closure.

[trashpicker]

Originally Posted by trashpicker

Just a quick update - asked them to close my account over two weeks ago and it has not been closed. Just sent them another email (since there's no published phone number that I can find) asking for account closure.

They just got back to me:

"Per your request, we have deleted your account and your refund has been expedited. The deletion process can take up to an hour. Again, I apologize that we did not receive your original email.

Thank you"

That's nice. I guess they were either deluged or the email functionality of the console is freaky. Either way, an improvement.

[karen]

Last week Carbonite had a technical glitch (upgrade, they said) and my computer client was unable to connect to do the backup ups. Several days have passed, but my client is stuck on "starting backup", but nothing is backing up.

Anyone else having the same problems?

Karen

[Jason Dunn]

Karen - my machine isn't having any trouble connecting. Have you tried emailing their tech support? What did they say?

[karen]

Originally Posted by Jason Dunn

Karen - my machine isn't having any trouble connecting. Have you tried emailing their tech support? What did they say?

No response yet.

K

[karen]

..and still no response from customer support.

We also use Iron Mountain for our backups on our servers. Response time from them is usually within an hour, not days.

I'm thinking, now that I've paid for a full year, that Carbonite's service is targeted at home users who need to backup all joke e-mails from their friends.

You can't have multi-day lag times in failed backups and restores -- what's the point of online backup if you are down for a week?

Karen

[Swami Kumaresan]

Originally Posted by Karen

..and still no response from customer support.

We also use Iron Mountain for our backups on our servers. Response time from them is usually within an hour, not days.

I'm thinking, now that I've paid for a full year, that Carbonite's service is targeted at home users who need to backup all joke e-mails from their friends.

You can't have multi-day lag times in failed backups and restores -- what's the point of online backup if you are down for a week?

Karen

Oopss!! Looks like we dropped the ball on your email, I'm sorry about that. We were written up a couple of weeks ago by the AP - the story was picked up by 70 news outlets including the NY Times, Washington Post, CNN.com...etc. We ended up with an unexpectedly large number of signups all of a sudden and support fell behind. If you email marketing/at/carbonite.com i'll have your support request handled immediately. We're bulking up our support team later this month so we won't run into the same issue again!

-Swami