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Carbonite is a nightmare to deal with!

 Want to hear a clever marketing scheme?  Hold your customers' computer screens hostage with an obnoxious, application blocking, continuous popup unless they pay a renewal fee 60 days in advance of the date it is due.  Have customer service say the ONLY ways to remove it is to pay 60 days in advance OR cancel and lose the last 60 days of the service you pay for.

Wait, you don't think that's clever marketing?  NEITHER DO I!  This is a nightmare that is hampering my ability to work and impeding other programs from being accessible.

Based on my experience, I'd say don't use Carbonite to backup your computer files.  Use a customer friendly service that doesn't blackmail users like they appear to be doing here.

As of June 1st, they called to say they'd "remedy" the situation, and they did.  But does this mean the popup will return when my renewal is only 30 days away?

As of August 1st:  It did!


( 5 comments — Leave a comment )
May. 31st, 2010 05:44 pm (UTC)
Unbelievable. Thanks for the heads up on Carbonite. It's sad what many businesses will resort to to make money. Businesses using tactics like this only stay in business as long as they keep bringing new customers on board. With the power of the internet, word of these tactics spreads fast so they don't last as long as they used to.
May. 31st, 2010 11:44 pm (UTC)
Re: Unbelievable
That's why I'm posting this...I want others to know they'll be strong-armed into renewing unless they only want to get 5/6ths of what they pay for.

Funny thing is, I liked their service, and I would gladly have renewed if they sent me e-mails at 60 days and then 30 and then 10. Somewhere between 10-5 days before my service expired, I would have taken out my Amex and renewed. But their marketing ploy to ransom off a portion of my screen completely overshadows their product.
Jun. 1st, 2010 12:05 pm (UTC)
Re: Unbelievable
I had an experience with Direct TV that also shows just how low businesses will go today. My wife and I got tired of paying nearly $70 a month for the junk that's on TV so we canceled. When I called and informed them of my cancellation, after they really pushed for me to stay, they said they would send me a final bill for the partial month. It was about $24. The bill was due around the 24th but they decided to charge my credit card more than 10 days before the due date and I wasn't even set up on auto pay. They just decided they would charge the credit card I had been paying with through the web. When I called, they said they could do that as there was a "clause" in the customer agreement allowing that. Obviously, I'll not only tell others of their tactics, I would never sign up with them again.
Jun. 1st, 2010 01:59 pm (UTC)
Re: Unbelievable
They probably figured "Oh, who cares? He's just one customer who is already disgruntled." But I appreciate you sharing that they are a poor company to deal with, and I bet others do, too.
Aug. 9th, 2010 12:20 pm (UTC)
I love your blog! You will be in our prayers and thoughts! Nice and informative post on this topic thanks for sharing with us.Thank you!
( 5 comments — Leave a comment )



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