Carbonite's automatic, online, off-site backup service came highly recommended by tech media legend Leo Laporte, which is why we purchased a one-year subscription. Most anecdotal information indicates the backup and restore work fine. I have learned, however, that there are also many reports of little or no customer service when a difficulty is encountered.
One of the first places I checked for a solution to last weekend's Carbonite BSOD situation (Blue Screen Of Death) was the Carbonite site. I found no reference to such an issue there, no weekend contact hours, and only an email "customer service" form available on their Web site — so I used it.
It's Thursday and I've yet to hear back from Carbonite. Fortunately I was able to discover the resolution to my issue (see previous post) as published by fellow Carbonite users, independent of that company. My issue was well-documented, there was a relatively easy solution that was also well-documented, so why wasn't that solution posted and available on the Carbonite site?
The incident, and Carbonite's lack of response to me and to others, is a clear indicator to me that there is something wrong with Carbonite's attitude towards technical support and customer service, qualities that should be core to a company whose business it is to protect our precious data.
Sorry about that – Vox cut off most of the text of my reply. I'm sorry to hear about your recent difficulty in communicating with Customer support. Our weekend hours are posted on our website, but for convenience they are 12pm to 4pm Eastern time on Saturday and Sunday for chat and phone.
We are currently building a new knowlege base for our website that will make information easier to find, so hopefully in the future you'll be able to find the answers you need, hours of operation, etc. more easily.
Manager, Customer Service Systems
Len: I sincerely hope support will be easier to find and receive in future. The issue we suffered was fairly severe though it had a documented, albeit obscure, solution. Many users would not have been able to recover use of their computers by themselves if they could even determine where the problem lay. As I searched for an answer I came across your postings on several forums and blogs and, since you found mine, believe that you regularly patrol looking for mentions of Carbonite. I have yet, however, to receive any reply at all in response to my emailed request for support (via your site's Web form). I no longer need a reply but the experience reinforces what others observed: Carbonite does not reliably respond to emailed support requests. The whole experience shakes my confidence in Carbonite's service.