Here is my Crash Plan Complaint

So I’ve been using Crash Plan for a while  now & I recently lost my computer & relied HEAVILY on Crash Plan to restore the files I needed.

It turns out that 2 days before the computer died, Crash Plan had STOPPED backing up my computer, so my files weren’t up-to-date.

They said they couldn’t help me figure it out until I got the logs to them, so I had to wait until I got the new computer so I could get them from the old hard drive. Even once I got them to them, they had no clue why it stopped backing up. All they did was tell me there should have been a notice that went out telling me it hadn’t backed up. Of course they weren’t smart enough to realize that a 3 day notice does you NO good if you’ve lost 2 days of work & then you lose your computer. I figured that out on my own.

Here are things I’ve noticed about Crash Plan that now has me distrusting them (not that I started this post while I was waiting to speak to someone, so this post could have gone in a totally different direction had they had smart caring people working at Crash Plan):

1. When I put Crash Plan on my laptop while I was waiting for my new desktop to arrive, the guy who was helping me NEVER EVER mentioned I would be charged twice. CLEARLY my old computer was dead, but because he didn’t tell me to deactivate that computer before putting it on the laptop, I was charged twice.

   While they credited me back, they made me out to be the problem instead of them taking responsibility for their poor level of tech support. I don’t read minds, I don’t work at Crash Plan, it’s THEIR job to use their heads & tell me this is the situation.

2. I also found out that they don’t support people outside North America, AUS & of course NZ. Like what????

   I’ve been with Crash Plan now for clearly 3-4 years, & I moved 2+ years ago outside the country. Now all of a sudden I have to jump through hoops just to get Crash Plan on my computer because their site blocks me from downloading it.

   In fact they were soooo stupid, they didn’t even come up with the idea to give me a zipped link that I could download Crash Plan from. Someone I know came up with that idea.

   When I got the new computer I had to get someone from Crash Plan to do that. It’s like I have to tell THEM how to run their business. I HATE THAT.

3. Once I got the Crash Plan hooked up to my new computer, it said it was going to take 90 DAYS to backup. The person I was dealing with before, Melissa, suddenly stopped responding to my ticket & I got Jesse who took over.

   I uninstalled & reinstalled Crash  Plan as per her instructions, but that didn’t solve the problem.

   Even though Jesse KNEW I wanted someone to call me & deal with this issue, not ONCE did she call me. They had server or computer issues one day, so I understand that, but even days after that I never heard from her.

   Every time she responded to my ticket, it was like ring around the rosy. I even asked to speak to a manager & not ONCE did I get a manager. 2 weeks have gone by since I said I wanted someone to come onto my computer & fix this problem.

   STILL NOTHING. She would respond to the ticket, ask me if there’s anything she can help me with & then I’d continue to ask for someone to call me. It’s like she was staling.

4. I finally called tonight realizing they would be closing in 15 minutes. My responsibility is that I had completely forgot about them. That was my error.

   I was on hold & told I was the next in line, but no one came on. Then when I heard the line click over, I was back in que again.

   Once before I had been talking to a manager via a ticket & there was something I needed someone live for, so I called to speak to the manager. I was on hold for so long that they closed while I was on hold. TERRIBLE CUSTOMER SERVICE. Even after I complained in the ticket (I even wrote her while I was on hold), she robotically stated that they close at such & such a time. THAT’S NOT THE POINT. The point is, if I called in before 7 pm, I should have spoken to someone BEFORE they closed the lines.

   They also have a VERY VERY long IVR greeting that tells people in AUS & NZ where to call. Jesus Christ, how many people from AUS call a US number???

   All of this takes time before I can even click on any extension to get a REAL live human being.

   So I called back & AMAZINGLY GOT SOMEONE. Her name was Jaden. I asked to speak to a manager & she put me BACK IN QUE. By now I was BOILING!!!!

   Then Marcus comes on the line & he was a TOTAL PRICK.

   First he doesn’t say anything after I finished telling him the story about how no one has called me & it’s been 2 weeks. I admit I was angry. He clearly has no idea how to deal with a customer who’s upset. I say, “hello?” I thought he hung up on me. He tells me he doesn’t know what to say.

   LOL, just precious.

   Then after I tell him I’m writing up a post about Crash Plain, he says he doesn’t care that I’m writing it up.

   Okay CRASH PLAN, you don’t care that I’m about to give you a negative review????

   NO PROBLEM.

   Then he has the nerve to tell me I DIDN’T even give him my name or the ticket number. WELL IDIOT, YOU NEVER ASKED FOR IT.

   Then he starts reading the ticket trying to make ME out to be the problem instead of JESSE & insinuates they did call me when they didn’t. He says, “I didn’t respond to her last ticket from 2 days ago.”

   What’s to respond to??? She hasn’t called me AGAIN.

   Then I said maybe you should read the entire ticket first because all he was doing was reading things out of context.

   He said, “that’s what I’m doing & all YOU are doing is calling up & yelling at us.” Oh my gawd, this guy clearly does NOT know how to deal with customers. I said Crash Plan treats me like crap & this is how you talk to me???

   He repeatedly (about 4 times) kept asking how they treated me like crap while I kept asking to speak to a manager. This went on & on while I realized I was dealing with a little child. You can’t argue with children, they aren’t mature enough.

   After he tells me there are no managers around until Monday, I just hung up the phone.

I will be looking for a replacement to Crash Plan. It doesn’t work & they even admitted they had a problem with it not backing up with there aren’t fast download speeds, & now this.

I am pretty sure my content is NOT safe!

I’m not sure if I’ll call back on Monday to speak to a manager. It’s clear that no one over there knows how to deal with me even when I’m not angry & it sounds like the managers don’t care either. They have always been very cold & aloof. I didn’t care before because I only talk to them once in a blue moon, but now that my data is in jeopardy, I DO CARE.

Order at your own risk!

Michelle