Failed Carbonite upgrade lets customers down

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Carbonite Online Backup - Outage

I do not believe that Carnonite's response on this matter has been genuine.

It was claimed that an upgrade was the reason for these difficulties and that the problem only affected customers who had installed version 3.5.89. This appears to be untrue.

I had installed version 3.5.90 (the current version) which was newer than the one that apparently had the problems. Why is it that my Carbonite was also down for almost 48 hours? Why is it that my friend in Singapore on version 3.5.90 also had the same problem? Why is that other people have blogged about also having similar problems?

I think that Carbonite needs to be honest with its customers when issues arise.

What's even more worrying is that this outage lasted, to the best of my knowledge for almost 2 days (and it could have been longer), is that the Carbonite online backup status page was not updated until AFTER the event and even then it doesn't appear to accurately represent what happened.

So, 2 days to realise that there's a problem?

If this continues I will be seeking a refund from Carbonite. If Carbonite isn't forthcoming with a refund then I will lodge a complaint with my credit card issuer and dispute the charge on the grounds that it has not delivered the service I have paid for.

I will be watching Carbonite like a hawk from now on.

Our data is simply too important to be stuffed around like this. Mr David Friend, CEO of Carbonite, take note!

Posted by: spunkarooney@...   Posted on: 03/11/08 You are currently: a Guest | Members login | Terms of Use

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