Mozy Backup Dropped The Ball On Customer Support Today

http://butyoureagirl.com/2011/06/06/mozy-backup-dropped-the-ball-on-customer-...

After being both a Mozy Home and MozyPro customer since 2007, I'm sorry to say that Mozy has gone down the slippery slope of low quality support and outsourcing, the same as Dell did a few years back.

If you remember the Dell Hell post Jeff Jarvis did a few years back, it was about his horrible experience of Dell passing the buck.

Well, welcome to the club Mozy. #fail

Introducing My Client To The Cloud

A few months ago I setup a new client on Mozy for their online backup solution. Since I was moving the business email, calendar and contacts to the cloud on Google Apps, why not take this opportunity and do backups as well?

Backing up your data can be a hassle. If you're still backing up to an external hard drive, you have to stop what you're doing and run the back up. You also need to make sure the drive is attached and you could be missing important files created after you configured the backup. There's also the risk of theft, fire and flood destroying your precious files and yes, I had clients experience all three (well, not the same client but three different ones!). Even if you backup religiously, your hardware could fail when you're doing that restore with the infamous "Click of Death". As you can see, backing up is a pretty risky thing!

That's why Mozy was a breath of fresh air when I started using it and setting it up for my clients in 2007. They no longer had to worry about tapes, long restore times or natural disasters. The backups were automated and ran after hours. Everything was encrypted and restoring files was as easy as right clicking. Wow! Mozy made me look like a hero for my clients!

But no more.

Mozy Threw Me Under The Bus

I setup this client with Mozy Home since she is a small business owner with less than 5 employees and no server. For larger clients, I setup Mozy Pro which supports the backup of servers, Active Directory states and file backups via network shares.

She received a curious, "Client Error 2" after running Mozy for the first time. I dismissed it saying not to worry and that I would take a look at Mozy support and get it fixed. This turned out to be a lot more difficult than I thought and soon realized Mozy was not the company they used to be...

Category:

Science & Technology

Tags:

• mozy
• dell hell
• bad support
• bad
• customer service
• saas
• cloud
• data backups

[SavingSofia]

have you ever used dropbox? what do you think of it?

[adriarichards]

@SavingSofia Yes, dropbox is awesome. Remember though, it's not a backup solution but a file sharing solution.

[appleKid2G]

could you post a review of carbonite in the future? im thinking of trying it. all of my systems are backed up by an external 1TB hard drive

[adriarichards]

@appleKid2G added!

[headnodtix]

You are so FINE on so MANY LEVELS! Keep it pushin' sista!!!!!

[gr33nDestiny]

Wuala - great keep it running and get up to 100GB free!

[mikanicolecollins]

I second that, when you do a review of carbonite let us know. I use Mozy Pro currently but don't like how they are doing business...

[buyerbware25]

Thank you for providing a timely warning.