CEO of Simply Offsite Reviews (and Recommends) Carbonite

I wanted to bring to your attention another very nice review of Carbonite. This one, by Mike, at Simply Offsite is thoughtful and balanced, IMHO. In the comments on his blog, I did try to explain why it's very hard for Carbonite to have an "estimated time to completion" indication for the initial backup like some other backup services do. The reason, in short, is that Carbonite allocates bandwidth dynamically so that it never interferes with your browsing. If you're using the Internet for other things, Carbonite will automatically slow down to get out of the way. So we can't tell you how long your backup is going to take because it depends on whether you'll be using your computer in the meantime. Other backup services transfer data at a steady pace. So while that makes the backup time predictable, it also means that your computer is going to feel really sluggish while the backup is going on – not a good thing.


Dave
CEO, Carbonite

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Comments

August 6. 2008 03:44

Jeremy

It is good to get an endorsement from a competitor.

But, what is the motive of this reviewer? To me, it sounds a desperate act to get the attention of a bigger company, Carbonite. It looks like that Simply Offsite has not been getting any traction in the industry (never heard of them until I read this blog) and they figure that by doing a review of a bigger competitor, perhaps, someone will have a look at them. Perhaps, they are crying, saying, "We are getting out of this tough business, please, please, please acquire our company".

Now you read between the lines, eh???

Jeremy

October 15. 2008 09:57

Robert Hurley

I am dropping carbonite after the free trial. I have a partitioned hard drive and their program only picks up one of the drives for backup. I tried calling them and sales will not talk to me and says I need to talk to tech support. tech supp is available only to those who pay for upgrade service. I go online for chat and the guy tells me to do a new download and install. did that. same thing. these people are impossible to deal with.

Robert Hurley

October 27. 2008 09:38

Len Pallazola

Robert,

I’m sorry to hear about your experience with customer support and will certainly have a conversation with the team to make sure folks know the proper instructions to back up partitions. If this is a partition on an internal hard drive on the computer on which you’ve installed Carbonite, you can simply right-click the partition within “My Computer” and select “Back this up” from the Carbonite context menu. Carbonite doesn’t automatically back up partitions, but they can certainly be backed up. (One minor exception: if the drive letter is “Z:”, the current release of Carbonite may not see the partition. If that is the case, you can just change the partition drive letter so that Carbonite sees it. This will be fixed in the next release.)

Sincerely,

Len Pallazola
Manager, Customer Service Systems
Carbonite, Inc.
www.carbonite.com

Len Pallazola

February 3. 2009 16:19

Marion Adachi

CARBONITE RIP OFF.

My computer crashed & the tech couldn't save anything (faulty memory).
Not to worry I had paid CARBONITE for the first year and then was automatically billed for the 2nd year so for a $100 bucks I knew I was safe.
What a shocker when NOTHING WORKED, nada, zip, big O.
Then the Carbonite nightmare began.

Carbonite not only is terrible but they are RUDE - NO CUSTOMER SERVICE unless you want to pay $20.00, - Keep you on hold for hours and hours.

DAY 1
Was on hold 1 hour and 40 minutes (thankfully I have a speaker phone so my ear didn't swell). I was #4 in line that time. Another hour and 20 minutes but I made it to #2 before I was disconnected.

Day #2
At least 7 more calls plus the online help which is a bigger joke than their phones.
I got a live person. Asks for my email addy and then says I do not have a contract, would I like to make the purchase now? NO WAY!

Explained quickly in a PLEASE help a little ol' lady (I AM) voice.
My password didn't work at all so this guy sent me numerous password all about 12# long....................NOTHING, nada, zip, big O. Exhausted I quit.

DAY #3
Call in morning 70 minute wait on phone, live guy... Passwords again nada, zip, big O.
DAY #3 afternoon
After 3 calls each waiting a minimum of an hour plus I couldn't take it any longer.

DAY #4
RESOLVE and determination I started in the morning and by 4pm I got another guy.
Went through the password game again but this time he said "let me check it out"
Shock someone that knew something. Answer " I don't know exactly happened but all your files are corrupt and you won't get anything.

4 DAYS to get "you're wasting your time lady you are out of LUCK"!!!!!!!!!!!!!

Want my $$ back....answer you'll have to call billing.
WHAT the billing dept. Is on another planet and you can't connect me?
Carbonite has a HUNDRED BUCKS for nada, zip, big O and I have to chase it down????
TOOOOOO angry to start trying the billing dept. On Uranus, I was sure.

DAY 5.
Waited so long (they must have 1 ONE phone in the joint) I got to 1st in line after 15 minutes more...... A recording giving me the hours they are open which was not now!!!!!

Finally went to CONTACT US on Carbonite web site.
Wrote a summery email asking how do I get my wasted money BACK!!!!

Received an email with an apology for the inconveniences and she would help now. FINALLY something more positive.
She wrote next day showing they refunded my credit card for $49.95.
WAIT what about the other $49.95 from August.
"I'll check on that"

THIS WAS A MONTH AGO and I still waiting for $49.95.
Now I write and get NOTHING nada, zip, big O.

They treat customers like crap, lie, cheat and then steal your money and you get
NOTHING,nada, zip, big O.

Marion Adachi

April 14. 2009 11:28

Lauren

Beware of Carbonite. Backup’s great but don’t try to get your files back onto your computer if anything happens. I’ve been trying for two days the restore keeps freezing. Their online help is useless!!! Then if you try to call them they want another $20 for support. STAY AWAY!!!!!!

Lauren

June 13. 2009 10:03

Simon Kenton

Len Pallazola, it appears your main job, if not your only job, is to cruise the forums and review services putting out fires. I have completed the free trial period with Carbonite and had some issues so I decided to look at reviews of other services. The thing that popped out most was the inordinate number of users and trial users who complain of no response from customer service, or wholly unacceptable response times and/or lack of accurate answers.

I realize Carbonite is the largest (or at least it appers to be) service but this has been an ongoing issue since May of 2006. Of course I realize there are some with an axe to grind but the vast majority of complaintants are credible and sincere. On top of this, now I see the large number of complaints from users who say the remote feature does not work.

Granted, I have not subscribed to Carbonite and have not attempted to have my two issues addressed by customer service so it could be argued I have not given you a fair shake, but that's the whole point in reading reviews; to avoid having to experience things like this ones self.

I am just putting in my two cents that if you want more trial users like me to convert to a subscriber, you have to get customer service up to a level where there are not thousands of dissatisfied users. A small percentage is unavoidable but even a 30 minute surfing session shows how widespread the unacceptable customer service experience has been, and you are often to be found somewhere in the threads offering to help. That's all noble and well and good, but the support should come before the belated offer of it.

I'm going to have to stick with my current M.O. of external (with redundant) hard drive until I see a customer service rating closer to what the paid review sites claim you have.

Simon Kenton

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