Carbonite

On June 24,2021, Carbonite data backup failed without indicating on the desktop app that backup of data had terminated. Three service calls with remote work by Carbonite tech support did not resolve the problem. My account also shows that I have been charged twice for two different levels of services on the same date, one service is for $164.00 for 2 years of Carbonite Safe Prime, and the other was for Carbonite Safe Plus for 1 year for $119.99, both processed on 05/25/2021 with the same card number. This is obviously a mistake, as I am on automatic renewal. I ask for a refund and was refused. My initial subscription was processed on 05/21/2020 for 1 year. Therefore, I only had one month of working service in 2021. It is now August. Tech support advised me to not escalate to tier 2 because they could lose their job. This is concerning.

Carbonite has been a nightmare for me. After being a customer for years they ended up losing almost all of my data when I ordered hard drives of the full backups. Basically the hard drives had the entire directory structure but all the files were gone! They arrogantly told me, through support, that my files were on their "legacy" software, and so, basically, too bad. I am furious at this company and wish I could leave them a negative review in every corner of the internet. Stay away from Carbonite!

Carbonite lost a file folder that was critical to me. The 'service' was terrible. After complaining via multiple emails, they offered a refund of my purchase price. Although this would not compensate the loss of the files, it would be some compensation, so I accepted it. Then they cancelled my entire account! So here's Carbonite: 1) incompetent at backing up and 2) dishonest! I have since switched to Livedrive - so far so good.

My laptop died and needed to port my subscription over to the new one. Very confused how that's done.
However, an employee named Kevin helped me remotely and did it all perfectly. Very helpful, friendly and took care of everything.
I'm a very, very happy camper with Carbonite and their tremendous customer service!

Jim Matthews, CPA
Dallas, TX

Checked a week ago to see the status of my Carbonite backup and discovered that my files have not been backed up for over a year. My subscrition ends Jan 2024. Contacted the suppor vie email as this is the only way. They responed with a case number and a message that they will look into the problem within 1 business day. It's been a week. Files are still not being backed up. I re-installed the Carbonite software and for the past two days am getting a status "Backup in Progress" but nothing is being backed up. No way to contact anyone at Carbonite. Terrible service. Used to be very good when I signed up 10 years ago. Have to find another backup service.

I've been using this service for years and it's pretty good. A few months ago, it stopped doing the autobackup and after several calls and remote sessions, they still couldn't solve the issue. When I asked for a pro-rated refund (I signed for 3 years) they refused, so I just took the loss and switched to IDrivel.

I am from The Netherlands and buy a 1-year subscription on Carbonate backup.
I have an iMac with M1-chip and the Carbonate program does not function on my iMac.
So I asked a refund of my subscription by email (Case Number: *******).
Afterwards I can not have contact with Carbonate

Drs. J.H.Jansen MD Radiologist in The Netherlands

The tool gives a good value for the price when it comes to backup desktops, but the opposite when it comes to server-level backup.
I came across many tools after that but finally, we found a good value for the price of backing up desktop/server level from Gs Richcopy360, it was a good experience.

I was a paying subscriber for years. In January, my house burned and I lost my computer as well as all the backups and hard copies of my documents. I wasn't worried as I had carbonite but when I attempted to recover my documents, the process failed. After several attempts and many conversations with carbonite, they had to admit that for 'some reason', my documents hadn't been backed up and couldn't be recovered. I've lost years of work with no hope of recovery. Don't trust carbonite!

It didn't backup my data, then wouldn't refund half of a 2-year renewal when the data was lost. I had it for many years and didn't need it, but when I suddenly lost 200 MB of data I immediately stopped using that computer, copied the remaining documents on it to a hard drive, and ordered a full backup on a hard drive from Carbonite. After the Carbonite data was installed on the new computer, it was shocking to find that the folders didn't have all of the data that should have been backed up. One folder had one document when 23 documents should have been there and still existed on the hard drive copy of the documents on the old computer after the crash. That means they either never backed up or Carbonite lost them. I was half way through the 2-way renewal, but Carbonite will only issue a refund within 30 days of the INITIAL purchase even though I must cancel because of their BAD service.

I learned late in the computing game that backing-up files is an absolute must. Anyone who has lost an extensive iTunes library can appreciate the necessity of online backup. I admit that Carbonite is the first back up site that I have used but I speak highly of my experience. I was able to back-up several GB's worth of files from a work computer before returning it to my place of employment.

I was attracted to Carbonite for its economical price ($59 for one year) as well as anytime, anywhere access. So far, so good.

Disclaimer: I am not a tech geek, so this review may lack nerd credibility.

They bought Mozy, a reputable cloud backup service, then trashed the service; but charged more. It slows the computer drastically, on programs that have nothing to do with backing up. Try to cancel? Good Luck. There is no way to directly email or call them. No matter where you search on their "service" links, it a circular in responsive system. Then try to get a refund. I suggest filling a complaint with the BBB, and your States Attorney General.

After the trail not work the way the trial did. Support team just wanted me to delete the software and reload another copy. It never worked again and I was told my 30 days was over so I could not get a refund. You must need the hundred $ more then I do. I will make sure as many people as I cab reach will be safe the problem of doing business a their rate company.

I can;t get into my work computer from home. NEVER was able to after 7 months. Now I am sick but will have to go to the office. This is not what I signed up for. DO NOT UNDER ANY CIRCUMSTANCES pick carbonite. Customer service is a disaster. I wasted an enitre morning trying to fix this problem once and for all.

I have 2 Mac's in the house. It took 3 months but I finally resolved the backup problem with one of them. Now the other one refuses to back up. I've gone thru their directions, and it backed up on time in a month. They want to have a remote session where they will take control of my computer--I don't think so. Requested a partial refund, got an emphatic no, we don't do that. Unfortunately I'm just going to have to bit the bullet and totally get rid of this so called back up. It just doesn't like and IOS operating system. Just get an external drive and use Time Machine, it does the same thing. And if you want a cloud based back up, use ICloud--you know that will work with a MAC.

After 5 years of paying Carbonite dues, I finally needed to access the files due to a computer failure. I was asked to do a password reset and subsequently asked security questions to which the service refused my answers. I called on tech support to help but it was like talking to a wall. I have since paid for someone to pull my files off the hard drive and I can now keep them on flash drive or google drive where they are always available to me. What this means is I have been paying for nothing for the past five years. To date, Carbonite still has not given me access to my own files.

I am extremely satisfied with Carbonite. I worked with a tech support guy named Mike. He helped us locate precious files (pictures) that were in a separate drive. He took the extra time and asked the right questions to help me find these files. He then went above and beyond to help me delete duplicates and straighten out my filing system. I like that Carbonite is clear in warning you that they will only keep files you have deleted 30 days. Their customer assistance is the best I have experienced. They are clear and helpful!