After having multiple problems in the last year (their backup by external drive failed) Carbonite auto renewed me despite their support person telling me that would not happen. When I discovered the auto renew recently they responded to my request for a refund that it was out of our refund window . So instead of doing the right thing and refunding me for a product I did not use they use refund window to keep my money. Consumers beware this company will not look at your individual issue they will just use an excuse. They know I had not accessed my account since last spring doesn t matter. So if you want a company to treat you right maybe look elsewhere.
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So Happy with Carbonite!! I received great customer service! You actually get to talk on the phone with a real person that is super knowledgeable!! Their pricing can not be beat! I was with another cloud company, paying a lot more money, but could not get phone support and we had some issues we could not resolve. My daughter has been using Carbonite for several years and she recommended it to us. I called Carbonite, signed up for a plan and in no time everything was up and running. Thank you Carbonite!!
I called with a simple request only to learn in that process that our multi-computer account was a mess! A long-ago disposed of computer our now-retired office manager kept paying for. An expired (but necessary) account. Old credit card numbers. Inactive primary email address. You name it, we had the problem! GIOVANNI worked with me for two hours to straighten out the many situations. Only at the end of our call, while wishing him an "uneventful" afternoon of future calls, did I learn that his shift had ended long ago. He was so helpful, kind, AND competent! I could not be more pleased with Carbonite's customer service. I'm going to write his supervisor a letter.
This company has no concern for its customers. I used to use Mozy Pro, which was sold to Carbonite without my knowledge. Carbonite claimed to have sent an email notifying me. I did not receive an email. They should have sent a letter for such an important matter. When I found out, I assumed that Carbonite was backing up the same files as Mozy. Not so. They were backing up virtually nothing, not a single file of my 6 person CPA company's extensive Tax Programs, Quickbooks, Excel, Word, etc. Luckily we discovered this "only" 18 days after Mozy disappeared, but it will take a while to recreate 18 days worth of work from all employees, if we can even remember everything that was done over that time.
I have enjoyed Carbonite for 3 years. On the rare occasion I needed a document lost, I retrieved it easily. Just recently, I had the need to make a support call and the support engineer, Kirk, was superb. In short super professional. Nice to know I have them should things go wrong
I am very disappointed with Carbonite! My hard drive crashed 2 days ago when I call technical support. I was told that my problem needed tier 3 support and they will email me in 48 hours. Mirror Image didn't work for me. I needed my computer to run my business and 48 hour is out of the question. I paid $250 to have the Computer Van to help me with the hard drive and get me up and running. Oh by the way Carbonite doesn't know I'm up and running and I still haven't heard from them. Please be Beware every thing is great until you need them. I will no longer be recommending Carbonite. I will be looking for a new back up service. This is no way to do business.
I have been using Carbonite services to back up my work daily to the cloud. It comes in handy when I need a file remotely on another computer or my phone. No worries if my computer is harmed or stolen. Basically it works great. The only issue I have is that during the day when working I have to pause the software for 8 hours because it bogs down my system when using audio software or browsing the internet. I have a fast system, Surface Pro with windows 10, but even though task manager shows Carbonite is not using much CPU or Memory, it slows everything down and my computer fan starts to run steady.
Excellent services and very responsive and knowledgeable support team. I needed to recover a number of important files and the Carbonite support team walked me through the entire process. I recovered all my files quickly and it was a lot easier than i thought it would be.
The Carbonite agent was who was helping me, got the files I needed... I was very stressed, and he was so very patient with me, and he very kindly helped me through the whole thing!
I always dread the task of getting technical support on any software. They normally have the worst telephone equipment plus the thick foreign accents UNTIL TODAY! I was greeted at the appropriate volume with a pleasant "hello this is Jeremy" and he never missed a beat. We accomplished setting up both my desktop and laptop completely in about half an hour. Carbonite obviously employs top-notch people that enjoy their work - WHAT A CONCEPT!
Agony. I hate to think about what it would have been like if we had a hard drive failure. Wanted to migrate from tape backup to offsite in the cloud and I have used carbonite for my home computer. Installation and set up was not going well so I asked to cancel and thought I would try another service or just keep doing tape. PROBLEM, it was 31 days in and they would not give me a refund. They promised to get it working. Took them three months before I got a successful backup and I spent $1,500 on my local technician working with the carbonite technician. I should have just walked away from the refund, but who could imagine all that would go down.
I asked them to start the back up period subscription the date that they actually got the back up to work. Remember, that was three months later. And, it was supposed to be two month free. I am 12 months after the subscription start and they are billing me.
And now, as in the past when I asked for some sort of adjustment/accomodation, carbonite does not respond.
I DO NOT RECOMMEND CARBONITE FOR A BUSINESS SERVER BACKUP.
Interesting place - friendly & seems to be a place that people like to work. Kind of them to provide space for Technovation program kickoff. A little over the top with the star wars theme
Just had a great experience after my computer crashed - - James at Carbonite was terrific at helping me get back to "normal" with Carbonite, and had some very helpful hints as to what add'l things I'd need to do...
Very helpful, very empathetic, and most of all, very knowledgeable.
I've had Carbonite for several years, because I travel between places and having a cloud-based backup sounded wise. Until, that is, my hard drive crashed. I bought a new computer, and experienced the following problems with Carbonite. 1) Data transfer seems "throttled," though they deny this. I was using my university's internet at night for download with an Ethernet cable, not my home WiFi. Even with that, it would have taken 45 DAYS to restore my files at the rate data transfer was occurring. Carbonite claimed the slow-down was on my end. Since then, I've heard this problem from computer repair stores- that Carbonite throttles the data transfer rate for restoring a computer. 2) I was then offered a shipment of an external hard drive with my files on it, for $110. Great, I thought, since the drive is about $80, that's reasonable, considering all I'd paid in fees to Carbonite over the years. When the drive arrived, it included a note that the drive had to be returned, or I would be charged $150-$250. 3) Carbonite doesn't save any software that's been downloaded. That's fine. Unfortunately, it also doesn't save any files that are saved by some of that software. I'm a photographer, and for me backing up photo files is key. Several years of my photos were processed in Photoshop or Lightroom. Apparently, because those files were within folders for Photoshop (even though they weren't owned by Photoshop or part of PS software), Carbonite didn't back them up. That's years of my work gone.
I ended up restoring my files by taking my old computer to a repair store and having them pull the old files off the hard drive. I'm now backing up to an external hard drive each week. When my current contract with Carbonite expires, you can bet that I won't be renewing.
THE ABSOLUTE WORST COMPANY..THEY ASSURED ME I WAS BEING BACKED UP AND I'M NOT AND THEN THEY CHATTED WITH ME FOR 30 MINUTES ONLY TO TELL ME I HAD TO WAIT 3O MORE MINUTES FOR SUPPORT. THEY WILL NOT REFUND MY MONEY EITHER...WARNING..DO NOT USE THEM..AND I HOPE YOU READ THIS AND DON'T GET SUCKED IN..WISH I HAD SEEN FEEDBACK FIRST.
Regarding my experience using Carbonite to recover my files. I had the pleasure of speaking with Joshua. He is very knowledgeable, polite and patient. I had some password issues because I'm restoring over 2 million files to my computer. Thanks to his help the process is proceeding as it should. Thanks again!!
The folks at Carbonite provided me some of the best customer support I have received on ANY product. They are very knowledgeable, patient and reassuring. I cannot recommend them more highly.
This companies product is defective if fails to restore properly. It double downloaded my files causing an extremely slow restore time. They failed to fix problem There customer service is poor and their support staff is poorly trained.. The software doesn't recognize data once it has been restored even if it is restored to the same drive letter.. Unwilling to help resolve problems. They download and restore times are lengthy they would have you believe it is your band with not theirs. Find another product if you can.
I have been a customer of Carbonite for almost 10 years. In that time I have had computer problems but have always been able to retrieve my thought lost files and photos from Carbonite. The are reasonably priced and I budget for may membership monthly. It have been well worth it. The tech support is free and their employees are always supportive and helpful to solve my needs. I have 100% confidence and trust in them when I give my mouse control over to the tech. THANK YOU CARBONITE!!!!
Carbonite has secured my files for 3 computers over the years and has restored them for me on 2 separate occasions involving catastrophic PC failures. The people thee in support are some of the best with whom I've ever been associated...I wish that I could have hired them for my own company prior to my retirement.
Barbara from customer service did an outstanding job on my mirror image reinstall. The product if very reliable and I use for personal and business. The remote access to my system was easy to follow and explained in a friendly, proficient and a very professional manner. All of my calls to Carbonite have resulted in good to outstanding customer service and with a product and company that gives me peace of mind. Thank You Carbonite.
My experience with Logan was agonizingly long and unhelpful. I asked Logan to let me talk to another representative for I could not seem to communicate with him. He said he could only pass me to his superior. I tried again talking to him and he did not answer my question again. I hung up for I was completely ready to waste any more of my time with Logan. Time is valuable. my #00843431
Everyone knows Carbonite says they securely backs up your files. That's comforting, until your computer crashes and you begin wondering if they do what they say. Mine once crashed and all files were restored, including those on my external hard drive. What many may not know is that Carbonite Customer Service is beyond excellent! Recently I had problems which were way beyond my expertise, but of my own doing. I was truly Blessed to have a very talented, courteous, patient and understanding gentleman take my case. He not only took care of my immediate need but discovered other problems (again, of my own doing) and fixed them all. I highly recommend Carbonite to all . . . because IMHO Carbonite rates AAAAA+++++!!!!!
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