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.