Carbonite Customer Service Complaints - page 2

Your files will not be there when you need them and there is no customer support. I tried to download a backed up file only to get "An internal error has occurred. Please try again later." over and over again. Tech support chat wait is almost two hours. Call in wait time are so long I have never made it through.

My mirror backup drive physically failed. Bought new Toshib Canvio 2 TB. Installed it and Carbonite software insisted on erasing the new drive first. This, in retrospect, ruined the drive. My computer can't format it or do anything with it. Have to start over. Carbonitye tech service, after they found out what happened transferred me to their Tech department. 45 minutes on hold and I figured it out. They are going to replace my new drive or do they have a solution to their software-caused issue.

I can't open carbonite on my computer to find out if I am being backed up. If I go on line and log on I get messages that back up failed So far this has happened 5x.
P Sciscione

the worst stay away.. long wait times and none of my files were backed up. I did not find out till I needed them that the program did not work

CANT REACH CORPORATE EITHER

I did not learn that my data was not being backed up until my hard disk failed. Then, when I called Carbonite, I learned there were 6000 files that were still "pending". Carbonite knew this - but they did not send me any email notification that my data was not being backed up. They completely let me down.

I am using Carbonite Mirror Image external HD along with Carbonite Online storage. My desktop computer blue screened. I turned to my 1 TB external mirror image hard drive. A few weeks ago it showed the backup files were present. Now, it is needed for restoring, and it gives a message that the "files were corrupt or could not be read". Carbonite tech support said it was a problem with the external hard drive and they could not help. There goes the system and program files. Fortunately so far the online data files seem to be there but all the dates are changed to the download date.

I encountered the same problem as others. Prior to subsribing for a year Carbonite's pre-sales team told me they no longer limited bandwidth. After a month I complained the backup was slow and was told I just needed the new version. Shortly after the triel period ended I contacted tech support and was told that they limited bandwith once I got abouve their average usage numbers.

I am moved to CrashPlan on mid march. Very happy to get rid of Carbonite.

The Worst Service Out There Do Not Use. Cusotmer Service Issues Technical Issues Slow Backup Small Size Limitations Loss Of Data Etc

I am a novice user that was concerned for having a backup. I tried Carbonite for one year and renewed not needing any help during the year. Beginning part of this year I had folders and files go missing and used the restore for all files, that took 8 days to "restore". Folders and files are still missing.

Is there any group thinking of A CLASS ACTION lawsuit? If there is, please contact me for my input for this type of companies should have the FTC (Federal Trade Commission) investigate them.

MAKE SURE YOUR READ THE FINE PRINT. Carbonite advertises and promotes "unlimited" backup. Which, is true, KINDA. Until you have a computer(s) whose data your wanting to backup exceeds 200GB. Oh yes, Carbonite will back up all your data exceeding 200GB, but (insert legal, small print BS here) at a rate of 1GB or LESS per 24hr period. Yeah, so for me that meant leaving my Mac on 24/7 for at least 100+ days straight. For your average home use 200GB of backup for 59 bucks a year is just dandy. But for for serious geeks, its a joke. So if your a Power User, this is one of those times when the line, if it seems to good to be true, it really is....

Complaint: I purchased an external hard drive which is updated regularly by other software and felt I had no need to use Carbonite anymore.

Carbonite refused to refund the balance of the 213 days service left (although they can cancel the service immediately upon request, while keeping whatever value is left in a customer's account.)

I was referred by their telephone representative to their policy posted online. That, in fact, states they are not obligated to refund any money.

Unless you are sure you wish to stay with them for the entire time for which you sign up, I suggest you consider purchasing an inexpensive external hard drive as I have and allow a program like Norton 360 take care of regular backups. I can't see why Carbonite's service is needed except that (I am told) Carbonite "guarantees" they will keep all data whereas - according to their representative - failure of hard drive backups are not unusual.

I originally purchased Carbonite to back up a laptop that the hard drive was failing on. Everything was successful and I could see my files online and restore them to the new laptop I purchased. I installed Carbonite on my new laptop after talking with tech support. I installed many files but not everything. No one bothered to tell me that the backup only last for 3o days and is overwritten by the new backup. I went back after 2 months and everything was gone. The Moral of story is that Carbonite is online backup and not online storage. I wish they had made this clearer. There unlimited storage is only for the backup. They do not keep multiple backups and its only the most recent. My guess is Carbonite recently purchased an online storage company to offer this service. After waiting an hour I got to talk with a technician. The technician was good but there was nothing they could do. I am writing about this experience so it does not happen to anyone else.

Without a doubt the absolute worst customer service of any company I have ever dealt with. DO NOT under any circumstances purchase their home premier product because they with NOT under any circumstances honor their courier recovery agreement. Hold time for technical support is always over 2 hours because they only have 2-3 technicians which deal with technical support. Technical support is the only area that can authorize courier recovery and they will try everything possible NOT to honor that agreement. This is an extremely disreputable operation that should not be trusted with your precious data.

I am now in the middle of a brutal and frustrating attempt to restore my data backed up by Carbonite. It keeps turning off the restore after only a few bits of data are transferred back to my computer.

I've gone through all of the tech support avenues including live chat as well as phone support from their technicians. Countless hours spent on this already.

At one point I allowed a tech to remotely command my computer but after he requested my password to get into my security and privacy setting in the systems preferences, I decided to end the session. This is a bit beyond the expected level of privacy invasion in order to simply retrieve my data.

I have requested for them to send the data on disks and they said that this is only for Windows plans (I have a Mac). Since the process of downloading data to a drive is not a Windows or Mac issue I am blown away by their denial to do this for me.

There are so many things wrong with my scenario including the fact that I have 122gbs of data backed up yet they are only saying that I have 3 gbs.

Carbonite support service has been a nightmare.

I have nothing good to say about Carbonite. Mr Friend can read my complaint and figure out why. I have been trying to restore my data since August 9th. It is now September 11th. I tried it with the automatic restore and it kept quitting. I contacted customer support and had one of their Tech’s review the problem. Unfortunately the tech forgot to check the disk drive hibernate time. The system was left running over night with everything set to not shut down. (Except for the disk drive hibernate) So it failed. It did this several times before it was determined that the issue was caused by the failure to ensure the disk drive would not hibernate after several hours of inactivity. Eventually the disk drive hibernate problem was discovered, but not before the Carbonite system some how decided to slow my download speed from 35 to 40 Kbps to 1.6 kbps. Now it is downloading at less than 1kbs. That speed is less that 0.01% of Covads DSL speed of 2.6mbps.

I spent today first trying to get Carbonite to just make some disks of my data and send them to me to restore the old fashioned way. I was told that they could not since that was not in my plan. I asked for a supervisor and was told by him that nobody in the company could make such a decision. I flat out told him that I would make damn sure that it cost Carbonite more in terms of support than the extra 40 dollars they wanted to charge for the service. (Which I would not need if the download speed exceeded what could be obtained with a 9.6 modem) Stupid people and stupid rules. I do not think I am being unreasonable in asking for my data after one month.

I spent the rest of the 11th of September on the phone with Tech support to find out why the speed is so slow. I was told it was my internet service provider. The technical term for that is BS. Covad speed test is 2.6mbps. I down load pictures from Malaysia at the same time at 35Kbps.

I have 101 Gbytes of data backed up by Carbonite. At the current down load speed it will be 3 years before all the data is retrieved.
It is now 1800 PDT on 11 September my down load speed now down to 4oobps. Covads network download speed is 2.62Mbps.

Mr Friend has my telephone number and email address he can contact me. He can send me my data.

At this download speed it is it is impossible for them to fulfill their contract to back up my data and restore it in a timely manner If I do not hear from him I will my issue beyond the court of public opinion.

Somehow or another, I lost some important email lists in Outlook. After 6 or 7 phone calls and about 5 or more hours on the phone, Carbonite still has not restored my lost files.

I trusted paid Carbonite for 3 years. I have an internal hard drive that I use only to dump my home photo's and video to. I went on vacation for a couple of weeks and didn't notice for a couple of more weeks that the drive had failed. By the time I noticed that the drive had failed they had dumped over 400GB of data and have no way of retreiving it. I couldn't even believe this. I guess I didn't read the fine print, but since they are being trusted to backup customer files, you would think a notice would come out before dumping this abount of data. I am now missing months of photo's. Beware! this sucks!

There are 2 points that should be noted. 1) Carbonite will not work on raided systems and 2) Carbonite will not work on wireless. You must use ethernet. Other than that, which I discovered for myself, the levels of support are very lacking in knowledge and expertise. I will not renew.

Mirror image never worked. It's been about a month and hours on the phone with various techs. Still does not work. If I did not have the files backed up to an external drive I would be out of luck entirely. It does back up constantly, but it mirror image will never work and 3 levels of tech cannot help. My advice, back up to an external and use another service.

Carbonite deleted ALL of my files, when my computer crashed. Then, after losing EVERYTHING and paying for a year subscription just 2 months prior, they would not refund ANYTHING. You cannot get through on the 877 customer service number without holding for forever. Lousy policies and lousy service. DON'T BE SCAMMED!

Customer service was a mess and contradictory. Service advertised is in fact very limited. It failed me with no notice for almost a year.

I have been a Carbonite customer for over 4 years, and never had to use it. My Windows system crashed a week and a half ago, but I figured, no big deal cause I have everything backed up on Carbonite. Come to find out that no programs or system are backed up, and the 41 Gigs of data I did have on the harddrive and been downloading back to my restored PC, for over a week and still not finished.

My CPU ran at 100% for over 5 days, the restore stalled and got stuck numerous times and tech support, while trying to help, could give me no answer as to why this was talking so long. In addition, some of the folders were empty, even though Carbonite said they were already restored. Finally tech support put a folder on my desktop and is having the restore put everything in that folder and then I will have to copy and paste the files and folders to their proper location.

I just ordered a Rebit backup drive and software, and if I had that instead of carbonite, my PC would be back running and I would have all my programs and system restored in a day or so , instead of over a week just for the files and folders.

I am cancelling my renewal which comes up as soon as I get the last file downloaded from Carbonite. What a Horror story.

I was going to renew my subscription for another year. The website's response time was unbelievably poor. Finally, after much frustration, I reached the renewal screen and hit submit. After processing this for "awhile", it took me back to the previous screen. Like a fool, I invested more time only to get an "unknown error" message (and this is a computer-related company!!!). I emailed customer service and haven't as of yet gotten a response (tomorrow it will be one week). I'm done with Carbonite!

After months of wasted time I gave up trying to get Carbonite to work on my Windows 7 laptop. Support personnel are worse than useless - a complete waste of time.

Trying to restore now for 2 weeks. Went through all the trouble shooting, nothing has worked. Called my ISP, no answer there. Called Carbonite, tech told me to go to support.carbonite.com and he would help. It never loaded so he told me it was my ISP and slow internet speeds. Everything else loads. They are giving me the run around. My restore has been going on for 2 weeks and will never go above 7% restored!! I've reinstalled, taken down my firewalls and nothing works.