Carbonite.com does not care about paid clients

Hi, AJ. It is NOT acceptable that you have to get a reply from Len @ Carbonite. That was THREE MONTHS ago, and NOTHING HAS CHANGED. C'MON, LEN - GET YOUR AND YOUR TEAMS' ACT TOGETHER.

I forgot my password, and needed to restore it so that I could change my credit card information. Got hold of Customer Service. THEY COULDN"T HELP ME ON THE SPOT - they said they would send me an email describing the password change process. It didn't come. Got hold of them a second time. Was told it takes a couple of hours. THEY WERE SPECIFIC - THEY SAID "ABOUT THREE HOURS" ! HA! I explained that it had been over EIGHT hours. They said "sometimes it takes longer." Well, it's now been five DAYS, and still no response.

TIME IS UP. I am CANCELLING my "membership" and looking elsewhere. ANY IDEAS?

Interestingly enough, I sent Len an email a few hours ago. I DID get a reply, but it was a GENERIC one - it simply says that someone will get back to me. WHY NOT JUST HANDLE THE PROBLEM RIGHT THEN AND THERE? Carbontie says it's because they're VERY busy.

But they've been very busy for MONTHS. Which means they aren't doing much to SOLVE their customer service issues.

Also, THINK about this for a minute: Len's (Carbonite) initial response to AJ was "have you received a response yet?" This is the customer service MANAGER asking the customer if his problem has been resolved yet. Quick - can anyone tell Len what's wrong with that picture? .

SInce encountering the Carbonite Customer Serivce issue, I've done some relatively thorough research that I shold have done in the first place. I have found that HP's UpLine, and SOS Online Backup, are CONSISTENTLY regarded as the best online backup systems out there.

I simply cannot and will not recommend Carbonite.

Hi Mark,

I received your e-mail. Thank you for sending it - blogs like this don't show your e-mail address and so I am unable to look you up without it (not that I'd recommend posting your e-mail address on a blog). You've probably received my reply by now; your password problem is resolved.

Regarding the automated reply you've received, that was a note to let you know we've received your message and will be responding to it in the order in which it was received - pretty standard for e-mail customer service (so that you know we got your message). I'm sorry if this confused you.

I understand your comment about my response to AJ - I know it must seem odd that in my role I don't know the details of AJ's issue and whether he had received his response. Unfortunately, without AJ's e-mail address I had no way to look up the issue, and since we reply to over 10,000 e-mails per week browsing through the recent e-mails wasn't really an option. However, there are a few possibilities any time someone hasn't received a message yet: #1, it could have been sent to an address other than customersupport @ carbonite.com (unlikely but possible), #2, the response could have been misidentified as spam by an e-mail program and dumped in the "junk mail" folder, or #3, a reply wasn't sent yet. (We answer every e-mail we receive at customersupport @ carbonite.com.) So what I was asking wasn't "Did we respond to your e-mail?" so much as "Did you receive your response yet?" I never received a reply from AJ after my post here, so I'm thinking the issue was resolved by the time of my post.

Interestingly, I've heard of HP's Upline in passing, but have never heard of SOS Online Backup at all.

Sincerely,

Len Pallazola
Manager, Customer Service Systems
Carbonite, Inc.