Mozy

I've had the $67 annual contract with Mozy for my personal computer. My MacBook Pro crashed and, because Mozy does not keep up with Apple updates, I've had very, very limited access to all my cloud documents while waiting for a repair. Customer support was very kind, but made it clear there are no plans to update the problem with Apple products. Incredibly frustrated and plan to find a more up-to-date cloud storage system after a final repair or replacement of laptop. Wondering if they'll refund my annual fee?

Awful. Run. I have a Mac and apparently no one there could help me resolve the issue of why the back up was not backing up. So frustrating to deal with an online chat person that doesn't even respond. I have asked to cancel and get a refund since this has been going on for 2wks. I just wasted 2 hrs tonight doing an online 'chat' trying to get help on a service that they are supposed to be providing and provided absolutely nothing! We shall see if I get a refund. Doubtful!

I've been using Mozy for several years and consider it one of the best online storage providers out there. There are many alternatives in the crowded online storage space, but Mozy is operated by EMC, a world-class leader in commercial storage and networking solutions, which automatically gives it a lot of reliability and credibility over smaller startups.

What I like most about Mozy is its easy-to-use client. You can use it to specify which files or directories on your computer to back up or restore, as well as when you want an automatic backup to occur. I have mine set at 2am every night, so when I wake up every morning I am welcomed by a reassuring message saying all my data has been backed up and is safe.

The only drawback (and I believe this to be true of all online storage solutions) is that the initial backup or restore takes a long time (several hours or days, depending on your connection). But once you cross that hurdle, all subsequent updates only take a few seconds, since it only updates new or changed files.

I used to use an external hard drive for all my storage, but even that crashed on me and I lost years and year of irreplaceable memories / photos. Now I don't trust any physical device and only rely on the cloud. Since I switched to Mozy, my computer has crashed and been wiped clean several times, and each time I have successfully used Mozy to restore all my files. It's been a lifesaver and I would highly recommend it to anyone who is serious about truly safeguarding their data.

Over limit warnings - Mozy Home's overlimit messages come with no attribution that they come from Mozy, just a message that pops up in the middle of your screen. These messages resemble something a hacker would put out to lure the unsuspecting. When traced down these were from Mozy. I loggged in it said their was open space remaining on my account. I contacted Mozy support. Mozy support had me send logs and redo settings but this did not resolve the issue. Then another tech followed up and said yes, you have open space but their scan of my system said it would put me over limit. That would have been nice to know before spending 2 -3 hours chasing down the problem. So, I removed an older computer from the back up set. I have 9 months of pre-paid storage left. I decided to use up the remaining time and then switch services. I attempted to turn off auto renewal. The only way to turn off auto-renewal is to cancel the account and lose 9 months of paid for service. I contact customer service and was told bluntly too bad there was no resolution for a Mozy Home user. I asked for a phone call. They said they do not provide "phone support" for Mozy Home users. I was not asking for phone support I was asking for customer support to resolve a billing challenge.

I signed up for Mozy to back up my computer which has been crashing. The service has been abysmal for 6 reasons:

1) Cost of Mozy Pro and Mozy Home were not clearly stated on sign up
2) Mozy client did not easily let me select which files I wanted uploaded
3) I could not log into Mozy in Safe Mode (which I am now writing this review in because my computer has been crashing) OR run the Mozy client.
4) I could not contact their technical support because I cannot log in (their support line is just a recording)
5) I emailed Mozy on the support email provided to me, only to get an auto-response saying that email address is no longer accepting support questions.
6) Even the the Mozy sales office is closed (it's 5:05pm I guess?)

If you need to back up your computer, get an external hard-drive or use another online backup service. I would not use this one.

UPDATE: once I was able to log into my Mozy account I requested a cancellation and a refund and received both promptly so changes my rating from a S#@! To a Meh.

My subscription expired Aug. 1. I was given no warning in advance that it was going to expire. At some point in the day I got a msg saying it was expired but they'd give me a little grace period to renew. (I forget actual wording). Then a few hours later, a msg saying it had expired and I had to renew for my data to be backed up. It would not be backed up until I renewed. So I renewed at night 8/1.

I thought after I paid the renewal, my subscription would be automatically extended. No, you need to re-install their software. Which didn't work. I get an error msg saying "renewal is incomplete." I look on their database about how to solve the situation, but neither of the 2 entries are relevant to my situation.

Not only is it not backing up, the custom designation I gave for which files to back up and which not to appears to be lost so I'll have to redo all that, probably.

So I wait till 8/3 morning and call them. The tech supporter I get, not impressed with her. I explain the situation and she says oh, you got an error msg saying such and such. She didn't ASK if I got that error msg., she SAID I did when I hadn't.

She gets into my machine remotely, spends maybe 45 minutes reinstalling and trying to get it to work. Not successful. She says call back in 30 - 60 minutes when server should be up.

I wait 90 minutes, call back, not only am I told server is still down, this time I'm told wait till tomorrow morning! The server is supposedly down for scheduled maintenance, both of them tell me that, but one things it'll be up in 30 - 60 minutes while the other says wait 18 hours?!

Why is resubscribing such a hassle? Why do I need to re-install? Why is a server for "continuous backup" down such a long time for "scheduled maintenance" and why don't the support people know how long it will be down?

They spend too much resources and attn on advertising and not enough on their so-called "continuous backup."

Awful service. No refund after year's of inactivity. Look somewhere else!