Carbonite
Carbonite loses my logon information / horrendous customer service

Unbelievable. I have been using Carbonite over the last year. Due to my computer crashing I lost the backup program that runs on my computer. I contacted Carbonite online via chat because their phone support was not available on Saturday evening.
I was told by the chat representative to uninstall the program then go to their website, log on and then reinstall.
PROBLEM: Carbonite would not accept my email in the logon screen telling me that had no record of my email
ANOTHER PROBLEM: This chat person assured me that the email address I was using was correct and I should just go ahead and log on
ANOTHER PROBLEM: He obviously was not paying attention because I told him clearly that the address was not being accepted.
I went around in circles with this guy. He refused to get me a manager. He told me I would have to wait 2 DAYS!!! To hear back from their customer service department to assist me. Can you believe that!!!

An error on their end is costing me valuable back up time. I cannot back up any files until I hear from them.

WHAT I DID NEXT: After an hour of stupidity I logged off the chat, and tried again, hoping I would chat with someone who might actually be able to help me. NO!!! Same thing, different person. EXCEPT: After I threatened to begin lodging complaints about their company they promised me I would receive an email in 2 hours with the password reset imformation. AGAIN, I'd like to remind you that this problem was on THEIR END only and I am a PAYING CUSTOMER who has put my total trust in their service.

NEXT PROBLEM: Did I get the email??? NO!!!

WHAT I DID NEXT: I went back online today and demanded they send me the email that was promised to me. Again I'm told by the chat person that it will have to wait until tomorrow. WHAT KIND OF A COMPANY PROMISED THINGS TO ITS CUSTOMERS BUT REFUSES TO DELIVER AND MAKE GOOD ON THEIR PROMISES? What else is Carbonite up to? What are they doing that we don't know about with our files we're entrusting them with?

ANOTHER PROBLEM: What is the point of 24 hour chat support if they can't help you with a log on malfunction that is on their end???

FINALLY: They make you wait to get answers on the chat screen while they are helping who knows how many other people, even if they are the ones causing you inconvenience. Carbonite needs to hire the right people who know what they're doing. Not just someone who has been trained to say "the right things".

I'll be looking for another backup company and suggest if you are considering using Carbonite, that you do the same.

All I can say is that they will need to reimburse me for the amazing amount of inconvenience and frustration I 've experienced with them.

Company: Carbonite
Country: USA

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