Those of you who follow me on Twitter may have spotted that I’ve recently become disheartened by Mozy.
Until very recently they’ve been a service I’ve been happy to recommend to anyone – whether the free 2Gb account (with extra ¼Gb for every four users you sign up by an affiliate link) or indeed the unlimited $4.95pm account.
However several technical support queries have made me re-evaluate my stance. To the point where I’ve “restored” almost 12Gb of data and I’m seriously considering switching to a competitor.
To me, a service is good so long as you don’t have issues – but when you do you want that issue to be treated with respect, courtesy and in the case of a technical query by people that at least appear to be able to read. OK, so not everyone gets it right first time every time. I know that. I too work in support.
However, I at least take the time to try and understand the issue with 100% clarity before making assumptions.
I also ensure I’ve fully read any call notes and checked my own in-house FAQ or database for similar or common or known issues.
Additionally I try to make an educated insight as to the users state of mind and their actual problem based on the notes – not on what I think the notes say.
Only then do I contact the client and discuss exactly what it is I think they are saying and check if it’s been lost in translation between them logging the issue and the helpdesk operator transcribing it – well then I take the time to ask pertinent questions.
My latest issue with Mozy is that I clearly stated: “In Mozy and in Windows (and yes, I did tell them several times what my precise OS version is) I have the ‘view hidden files / folders’ turned on but I can’t see a particular folder which is usually hidden by the OS“. Additionally I noted that I could right click from Windows Explorer and use the “add to Mozy Backup” option but that the files / folders selected never showed up in any backup / restore.
So the last thing I expect is for them to teach me to suck eggs and
- tell me how to turn on view hidden files / folders in Windows and
- the same for within Mozy
No, I expect them to have worked that out from my carefully worded support ticket which already included that information and much more besides.
Additionally I don’t expect them to then presume they’ve fixed my fault and close my ticket, twice. If I did that in my job I’d expect the verbal rocket I’m almost certainly going to get.
So today, sadly, I have to say I can no longer recommend Mozy.
If you use them and have no issues – then excellent. If however you end up having issues, then lets hope you are capable of fixing it yourself.
Which is what I ended up doing.
- Do you use Mozy or similar?
- Am I being too harsh?
- Am I being too lenient on them?
- Which cloud backup service do you use?
Come on, have your say as it’s only hearing from customers that make companies sit up and take notice.
