CrashPlan

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CNET Editors' Rating 5.0 stars

Spectacular

Average User Rating stars

out of 20 user reviews

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  • 1.0 stars

    "Customer support - beyond horrid"

    March 17, 2012  |   By vxs123

    Pros

    Gives the impression of working well - so long as you aren't paying attention.

    Cons

    1. Atrocious, unresponsive and arrogant customer support.
    2. Automatic updates of client software with defective non-functioning versions with no option of declining updates and with no option of rolling back to working versions.
    3. Did I mention arrogant and socially offensive customer support?

    Summary

    I am a paying subscriber and I rely on backups working for my business continuity.

    First the backup software suddenly stopped backing up in real time. A problem submission ticket got ignored for a week before I contacted them upon the situation deteriorating to the point of having a non-working software update automatically pushed to the desktop, which caused backups to completely stop working. I finally reached someone at tech support. Not only did they offer no apology for not responding, or attempt to offer basic workarounds (such as the obvious one of rolling back the software to a working version), they simply said they were so popular and such great guys that they couldn't / wouldn't respond to all tech support requests. Upon attempting to escalate the issue with their manager, Brad, things got only worse - he curtly informed me that if I didn't like it I could leave and they'd refund the money but they weren't going to fix the issue because it only affected a "very small number of users on Mac OS X 10.5.8" (which btw. is officially supported according to their web site).

    Trust their backup service at your own peril. The reviewers who LOVED their service (I could very well have been in that camp just a few weeks ago) haven't yet been in a situation where they depended on the backup service and it failed them.

    No doubt crude arrogance and insolence and incompetence has something to do with their geographic location, politicial affiliation, and culture as exemplified by their illustrious senator.

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