Carbonite Customer Service Complaints - page 3

I have advertised for Carbonite for years. I have "advertised" you...said how great the company/service is. I have told my friends to use you....Well, I retract all of those statements NOW!!! It is great UNLESS you have to restore!! The last time I had a problem and needed to restore from Windows to Mac, I had to buy a hard drive, take it to a friend's house and after a week...a whole week, someone at Carbonite gave me the wrong directions and EVERYTHING disappeared. Now, the hard drive on my Mac crashed. I have been restoring for a week (again). Every day I have had to call because it seemed it was not restoring correctly. Last night I spoke with a rep who said my case needed to be accelerated and that someone would call me between 9-10 CST. No call....At 11:30 I called and no one could speak with me. It is now 2:05, called again and no one can speak with me. BEWARE OF CARBONITE!!! I have only written complaints like this twice. Both have been to Carbonite. The last time I posted to FB, I was contacted quickly. Hopefully someone will hear this and call me now!

The service is restrictive and difficult to do anything beyond what the program, at it's most basic level, wants to do... if you never change computers , operating system and simply want to store files with no hope of getting them back in less than a week then Carbonite is for you... otherwise, it sucks...

After 6 months of backups I had a computer failure. The back up from Carbonite worked like magic. Then I had another failure about 3 months later. When I went to restore there was nothing. 2 years of valuable business data vaporized. It turns out that the system was not backing up anything more than some empty files that Carbonite could not explain. For three months the system was backing up nothing and I got no warning. NONE. If you use the system you better double check what is being backed up.

I have had a problem getting Mirror Imaging to work. Carbonite's concept of backing up files is great and the normal BackUp seems to be working fine. However, some of the newer products like Mirror Imaging is not working at all. I have been frustrated with the technical support not being able to deal with this problem.

Carbonite customer service is terrible. Continuing problem with "Anywhere File Access". Been trying for weeks to resolve this by phone and chat. The last agent I spoke with just simply said "I don't know" how to fix the problem. That's it. No "I'll find out and get back to you" or "Let me ask someone." Total waste of sitting on hold for 20 minutes. Then went to chat. Was 7th in link to speak to a rep. Waited 40 minutes until I was one then got the message "No agents available. Try again later". I rate carbonite a zero and that is being generous!

Carbonite tech support simply don't respond - a terrible service.

Second attempt to get to chat. Wasted half hour and finally got this..
"There are no agents available to chat with you right now. Please try again later"

They restored my laptop but I am missing a lot of photos i the files. Thakful I loaded them on an online storage site (Shutterfly)

I emailed them and still have no repll.

I agree, non existing customer service.

I will cancel my account.

Carbonite Chat is a disgrace.

I am a relatively new subscriber. I am not a technophile. On 9/29 I attempted to log in to learn how files were being backed up. I received a response that the password that i had entered was incorrect. I read the on line insructions but was unsuccessful in correcting the error.

Here's what happened next.

At 4:30 pm i logged in to Chat and was immediately informed that I was number six in the queue. Over the next half hour I rose to 5, 6then back to six, then progressed to 4, 3, 2, then back to 3 then to 2, then back to 3, then to 2, then finally to one. It was 5:02pm when I was at the top...at which time the Chat screen reported

Status: "Cancelled..There are no agents available to chat with you right now. Please try again later". This is unacceptable queue management. Customers should never be left hanging after extensive waits. Reps should clear queues before quitting.

I then went to the Contact Us prompt and sent a message, essentially repeating what I said above. To date I have received no answer. Perhaps they don't care.

Don Eremin

I froze my Carbonite backup. I couldn't get it to unfreeze, and I couldn't get the Info Center to open. It was stuck. I called carbonite. I was 53rd person in line. I tried live chat. No one was there. These people suck.

Their service did not back up the files I needed backed up, it was obscenely slow, and their customer service was terrible! They refused to refund my money, and now they won't stop sending me emails ... and they do not have an "unsubscribe" link in their emails or on their site! Not only should you not do business with them, you should not give them any information about yourself unless you want to get spammed for the rest of your life.

Carbonite technical and customer support is terrible. I used the pro version on a clients server03 machine and it would never complete the backup. I called tech support and after an hour i talked to some little punk that told me to be patient. Its been installed for three months now and still has not finished. I have called them repeatedly and left messages for someone to call me back and it has not happened. I gave this company every chance and feel i was beyond "patient". I would not recommend this company to anyone.

I have had similar customer service problems. I bought a 2 year extension of my Carbonite subscription 2 months ago and now they are notifying me it expired. I called and held for about an hour and got disconnected. I sent two emails and got no response. I waited on Chat for over an hour and got disconnected. I can't believe they have such terrible customer service.

For me, Carbonite is a disaster and has caused me to waste countless hours and lose valuable data. Several months ago, I clicked “Back Up Now,” walked away, and later saw that Carbonite had instead gone into “Restore.” I had countless files that I had killed a year or so ago infused everywhere (I thought they killed files 30 days after I did so on my computer). Thinking that I maybe hit “Restore” by mistake, I spent a lot of time removing all the old files, hit “Back Up” again to save my newest files, and Carbonite went into the Restore mode again! A guy on the help line took control of my computer, uninstalled and reinstalled Carbonite (which I told him I had already done), clicked “Back Up” and – again – it went into restore. He said he would send a message that “Boston needs to write special software for you because your computer is unique.” (Really? What’s unique about Windows Media Edition Service Pack 3?) I again called help and was escalated to someone who admitted the problem was on their end. After a fix, the system took back ups again. Two months later, after recovering from a complete crash, I hit Carbonite’s Restore function. What I got wasn’t a mirror image of what I had on my computer but it instead looked like this: (1) Word files and bookmarks that I had deleted more than a year ago were mysteriously restored again; (2) Word files and bookmarks that I had created in the Spring and Summer of 2011 and were still active for me – which means they should have been backed up every time I modified them – were missing from Carbonite’s system (a fact confirmed by another Carbonite person who couldn’t find them even though I gave him the names of some of the files); (3) a few of the missing files were buried deep within the bowels of Carbonite’s system and were found only because I paid a computer guru to find them while he was making sure my computer was working right again; and (4) a smattering of Word files & bookmarks created last month were missing. There was no rhyme or reason as to which files were restored. Since I always do backups, including the day before the crash, Carbonite’s failures were inexcusable. I’ve dropped Carbonite from my two computers, saving me $59 a year for each. I spent $100 on an external drive for both computers, which saves me money. I will never use Carbonite again.

I've sent to emails to customer service and no one has responded. Their phone assistant is based in East coast so when ever I try to call, they are closed. They close 5pm easter time and I'm in the west coast.

I have a problem not described in their online help/faq. So I called the been waiting on hold for 1 hour 40 minutes, and the roto informed me I was # 18 in line. This is outrageous, even using speakerphone. So after an hour and a half I logged onto the online chat, and was informed that i was #8 in line, and and after 15 min dropped to #6. at 1 hour 47 minutes, the phone support answered, and was able to address the problem in about 10 min.

Carbonite Deletes all your files if you miss the renewal date by 31 days or more. I had an issue where I could not renew during that window. I just got a standard answer of you need to renew within 30 days.
I was also 1st in que for chat and took a while to connect

Carbonite's customer service is non-existent. Unless there is some resolution in the next five days I'm canceling my account and will probably be back here to report on the ease of obtaining a refund.

Waited a long time for "online chat" service and much of that was caller number 1 "in cue." What a joke, I was then just told that there was no one available. Infuriating! Will try to call on Monday, but not holding my breath.

Service is absolutely horrible-never get a response.

Customer service was horrible. Waited on phone for over two hours and for one of those hours, I was the "first caller in line". What a joke!!

Sent an email after that and asked for help. Got a generic reply the next day that was of no help. Sent a follow up email and got no reply. Great company as long as you don't need any help.

Makes me wonder if you really need the help, are they going to be there?