Carbonite
Reviews and Complaints

As a potential customer considering Carbonite, it's important to note the mixed bag of experiences shared by users. While some customers have praised the customer service and ease of use, others have faced significant challenges. Issues like data loss, poor technical support, and difficulties in getting refunds have been highlighted. It's crucial to weigh these factors carefully before making a decision. Remember, your data's security and reliability are paramount.

Would not recommend. The list of downloaded pages is very difficult to navigate. There does not seem to be any rhyme or reason in how the files are listed. If you know the name of the file you are OK, because you can do a search. It may have downloaded all the necessary files. It is hard to tell. The worse is when I did not renew, I am being harassed to renew. A flashing notice comes up and can't be deleted because it does not stand still long enough. It has been several days and I am still getting the very annoying and intrusive notices. For this reason alone I would not get Carbonite back-up again.

I just went through the free trial of Carbonite to see if it was any good compared to my current online backup service, Mozy. Online storage and online backup solutions have come a long way over the past few years and there are a lot of new players in the field. So when Mozy decided to up their prices, I started looking for a new alternative.

The interface for the Carbonite product is pretty neat -- it's very simple and it puts a little icon on each folder or file to tell whether it is backed up, waiting to be backed up, or not set to be backed up. I also like their scheduling options, which lets you set as many scheduling rules as you want. Lastly, this is one of the few online backup services that still supports unlimited storage.

What I don't like about Carbonite is the fact that it will not back up certain types of files. Who are they to tell me which files can and can not be backed up? If I want to back up some random system file on my computer, why can't I? In my opinion, an online backup solution should as closely mimic using an external hard drive as possible, but just be more secure. Otherwise, what's the point and why should I spend so much more money? (You can get a terabyte of external storage for roughly the same price as one year of online storage.)

Another issue is that for the free trial, it does not automatically back up your music files. So I will have to repeat the same days-long tortuous process once I actually sign up for the service. Finally the deal breaker -- in order for Carbonite to back up video files, you have to manually select them one by one. Are you kidding me? I have a ton of tiny video files spread across a bunch of different folders, and that would take me hours. I guess I'll keep looking for another service...

I learned late in the computing game that backing-up files is an absolute must. Anyone who has lost an extensive iTunes library can appreciate the necessity of online backup. I admit that Carbonite is the first back up site that I have used but I speak highly of my experience. I was able to back-up several GB's worth of files from a work computer before returning it to my place of employment.

I was attracted to Carbonite for its economical price ($59 for one year) as well as anytime, anywhere access. So far, so good.

Disclaimer: I am not a tech geek, so this review may lack nerd credibility.

So I had Carbonite on my machine last year, and it appeared to work OK, until I realized a couple of weeks ago that it had stopped working. Reason? - the subscription had run out. No problem, re-subscribed, downloaded a fresh version of the program, installed it - and that's when the problems started. To cut a long story short, every time the program started, a succession of four error popups in a row would appear, saying basically that "Internet. Explorer. Application could not be found". Uninstall and re-install did not clear the errors.

Now, once the popups had been dismissed, the program WOULD work, but the point is that, if one wishes to have Carbonite start in background mode when the machine boots, it ain't going to do so, due to these multiple errors preventing it from starting automatically. Got on to the Carbonite chat, described the situation in detail, and the chat guy said he had the EXACT solution to my problem. His solution? Re-install the program. Which I did, and nothing changed.

Got back on to the Carbonite chat and again described the situation up to that point. I asked why should the program try to start up Internet Explorer (which is installed, BTW). The tech's response? 'Coz that's how the programmers wrote the program - it actually NEEDS IE in order to function! I said I wasn't interested in a product that was so shoddily programmed, nor with a product where such weak dependencies on other software are necessary, and where such dependencies are nowhere to be found in the product docs.

I asked for a refund, and am still waiting two weeks later, despite numerous follow-ups and demands for the refund. If the comments here are anything to go by, no refund will be winging my way any time before the 30-day cut-off date, beyond which no refunds are possible.

So, the program can only just about be made to work on this Win10 64-bit, i7-7700K 4.2GHz CPU machine, if one is prepared to put up with the numerous error popups, and ONLY if one of the worst-ever browsers in history is also installed.

*** Avoid this product and this company like the plague!

Unbelievable. I have been using Carbonite over the last year. Due to my computer crashing I lost the backup program that runs on my computer. I contacted Carbonite online via chat because their phone support was not available on Saturday evening.
I was told by the chat representative to uninstall the program then go to their website, log on and then reinstall.
PROBLEM: Carbonite would not accept my email in the logon screen telling me that had no record of my email
ANOTHER PROBLEM: This chat person assured me that the email address I was using was correct and I should just go ahead and log on
ANOTHER PROBLEM: He obviously was not paying attention because I told him clearly that the address was not being accepted.
I went around in circles with this guy. He refused to get me a manager. He told me I would have to wait 2 DAYS! To hear back from their customer service department to assist me. Can you believe that!

An error on their end is costing me valuable back up time. I cannot back up any files until I hear from them.

WHAT I DID NEXT: After an hour of stupidity I logged off the chat, and tried again, hoping I would chat with someone who might actually be able to help me. NO! Same thing, different person. EXCEPT: After I threatened to begin lodging complaints about their company they promised me I would receive an email in 2 hours with the password reset imformation. AGAIN, I'd like to remind you that this problem was on THEIR END only and I am a PAYING CUSTOMER who has put my total trust in their service.

NEXT PROBLEM: Did I get the email? NO!

WHAT I DID NEXT: I went back online today and demanded they send me the email that was promised to me. Again I'm told by the chat person that it will have to wait until tomorrow. WHAT KIND OF A COMPANY PROMISED THINGS TO ITS CUSTOMERS BUT REFUSES TO DELIVER AND MAKE GOOD ON THEIR PROMISES? What else is Carbonite up to? What are they doing that we don't know about with our files we're entrusting them with?

ANOTHER PROBLEM: What is the point of 24 hour chat support if they can't help you with a log on malfunction that is on their end?

FINALLY: They make you wait to get answers on the chat screen while they are helping who knows how many other people, even if they are the ones causing you inconvenience. Carbonite needs to hire the right people who know what they're doing. Not just someone who has been trained to say "the right things".

I'll be looking for another backup company and suggest if you are considering using Carbonite, that you do the same.

All I can say is that they will need to reimburse me for the amazing amount of inconvenience and frustration I 've experienced with them.

today I discovered Carbonite has not backed up any of my computer files since 6/12/2020 despite my having paid automatic billings of $71.99 on 11/30/2019 and $83.89 on 11/28/2020. Carbonite Support claims I was sent e-mail mid October 2021 warning me of problems with my backup but do not recall any such mailing. The only mailing I recall is from 10/30/2021 alerting me to upcoming subscription auto-renewal which occurred 11/29/2021 for $83.99. Carbonite is being re-installed on my computer as I type this. However Carbonite refused through Carbonite Support to consider any refund for prior bills paid despite the fact that I received no services for those bills In paid. They should have refunded half of 11/30/2019 payment and all of 11/28/2020 payment. That is what I expect...nothing more but also nothing less. Support tried to tell me my files were still accumulating on Carbonite's server even though Carbonite itself was seeing no evidence of file backup since 6/12/2020. Deceptive double-talk...rubbish!

Carbonite has not backed up my computer since april 16. I have downloaded a reinstallation many times over many weeks.
I finally decided to contact them. I discovered because people are working from home, there is no one to answer their support phone. And, I have not found a way to get a chat or and email address.
Nice that they have a huge page of awards won by their support service, but apparently they no longer offer support.

We have been using Mozy with success for years. After Carbonite brought them and moved the account over to Carbonite Safe it has been failing to back up our server on a regular basis. Each time we have to restart the server and then it goes back to working for week or so then stops again.

I called Carbonite to cancel which they are willing to do but they do not prorate a refund or offer any money back whatsoever. In this case it amounts to approximately $200 they keep for providing no service on a cancelled account. They say we are outside the 30 day window for refunds. Yes we have been using for more than 30 days but were moved over from Mozy so had no idea it would not work on a reliable basis. Lack of a refund in this case...well draw your own conclusions about the moral integrity of this company and vote with your dollars to go elsewhere.

Carbonite
First date of Purchase: February 14, 2010
Second renewal date: February 14, 2011

First time I tried to Restore backed up files: September 2011
(prior to this I thought all items were backed up AND AS LONG AS I DID NOT NEED MY FILES EVERYTHING SEEMED TO BE OKAY – my account showed over 10, 000 files backed up – so I THOUGHT I was safe – WRONG, WRONG, WRONG!)

Carbonite’s false advertising claims are numerous on their website. THE FACTS: They could NOT restore ANY OF MY FILES EVEN AFTER HOURS ON WITH TECH SUPPORT! They could not tell me WHY my account showed over 10, 000 files backed up BUT could not find any. Because I had saved a few files to my “C” drive the jumped on that and said “oh well it’s your fault because we don’t back up the “C” drive only document files.” Firstly, how would I know it would not back up FILES located on “C” drive, secondly that only represented a small portion of the files saved to my documents.

I have voluminous emails from Bo who is tier 2 tech support – what a joke!

I received excuse, after excuse, after excuse, after excuse. They even called my computer person because he had my old lap top to try to save what they could from my old laptop – and take up his time – DID THEY THINK HE WORKS FOR FREE!? Where were/are my backed up files?

Quotes from website:
Installation:
Installing Carbonite on your computer is easy. The software takes you through the quick setup process step-by-step. You won't need to restart your computer or close anything you're working on. Just select automatic setup during installation and Carbonite will take care of the rest.
Once you install Carbonite, you’ll never have to remember to back up again. The automatic backup runs continually in the background, backing up new and changed files whenever your computer is connected to the internet.

All of the above is false advertising and/or I was told lies from tech support. I was told by Bo (he would not give me his last name) that unless I selected the files for backup it would not. The website says it backs up “new and changed files whenever your computer is connected”. I again was told by “Bo” that unless I selected new files it would not back up. How could I possible know that the files were not being backed up when my account showed thousands of files as backed up….

Quotes from the website:
If your computer crashes, is stolen, or just dies...
From your new or fixed computer, just log in to Carbonite.com and click "Restore". You’ll be taken step by step through the process of putting your files back where they belong
This claim held no resemblance to what happened. The files were not restore although SOME of my emails were restore (with many days of emails that were missing….).

I had a virus on my computer that actually wiped out much of the files on my computer. I ran virus scan and for the first time tried to “restore” the over 10, 000 files that had been backed up. I had MUCH difficulty with this and spent several hours on the phone with tech support (each time I was on with tech support my hold time BEFORE talking to someone was at least 1 hour). When on line with tech support and it was closing time I was basically dumped (they close at 5:00 after all….)
What they don’t tell you is that if you have a virus on your computer that virus is uploaded and then when you restore files it ALSO DOWNLOADS THE VIRUS! At least this is what I was told by “Bo” with no last name.
I requested to be reimbursed for the time the computer tech person spent on the phone with Carbonite and the time that he spent trying to spend trying to salvage files from my old laptop. They refused. I also wanted to be reimbursed for the hours and hours that I spent on hold and talking with tech support (remember they only work from 8 to 5 which is also MY work day and I am self-employed). I will spend hours and hours trying to recreate the files that I had and some will be lost forever to include family photos all because I believed the advertising found on their website.
I sent the complaint to the president of the company Mr. David Friend and his response was to have someone call me to offer still more excuses.

I have lost my files, been forced to pay a computer person when they called him, spent hours/days on the phone to no avail – they have done untold damage. This is the biggest company rip off that I have ever encountered.

The company does NOT do what it advertised. Tech support is sloppy, ineffective and only available 8 hours per day (less on weekends) and hold times exceed one hour for each call!

Unbelievable. I have been using Carbonite over the last year. Due to my computer crashing I lost the backup program that runs on my computer. I contacted Carbonite online via chat because their phone support was not available on Saturday evening.
I was told by the chat representative to uninstall the program then go to their website, log on and then reinstall.
PROBLEM: Carbonite would not accept my email in the logon screen telling me that had no record of my email
ANOTHER PROBLEM: This chat person assured me that the email address I was using was correct and I should just go ahead and log on
ANOTHER PROBLEM: He obviously was not paying attention because I told him clearly that the address was not being accepted.
I went around in circles with this guy. He refused to get me a manager. He told me I would have to wait 2 DAYS! to hear back from their customer service department to assist me. Can you believe that!

An error on their end is costing me valuable back up time. I cannot back up any files until I hear from them.

WHAT I DID NEXT: After an hour of stupidity I logged off the chat, and tried again, hoping I would chat with someone who might actually be able to help me. NO! Same thing, different person. EXCEPT: After I threatened to begin lodging complaints about their company they promised me I would receive an email in 2 hours with the password reset imformation. AGAIN, I'd like to remind you that this problem was on THEIR END only and I am a PAYING CUSTOMER who has put my total trust in their service.

NEXT PROBLEM: Did I get the email? NO!

WHAT I DID NEXT: I went back online today and demanded they send me the email that was promised to me. Again I'm told by the chat person that it will have to wait until tomorrow. WHAT KIND OF A COMPANY PROMISED THINGS TO ITS CUSTOMERS BUT REFUSES TO DELIVER AND MAKE GOOD ON THEIR PROMISES? What else is Carbonite up to? What are they doing that we don't know about with our files we're entrusting them with?

ANOTHER PROBLEM: What is the point of 24 hour chat support if they can't help you with a log on malfunction that is on their end?

FINALLY: They make you wait to get answers on the chat screen while they are helping who knows how many other people, even if they are the ones causing you inconvenience. Carbonite needs to hire the right people who know what they're doing. Not just someone who has been trained to say "the right things" .

I'll be looking for another backup company and suggest if you are considering using Carbonite, that you do the same.

All I can say is that they will need to reimburse me for the amazing amount of inconvenience and frustration I 've experienced with them.

I purchased CARBONITE on line back up service for $99.00. After numerous hours on line with their tech rep and numerous e-mails the product will still not work properly.

When I asked for a refund I got a long e-mail advising me to read their refund policy and asking for access to my computer in an attempt to solve the problem. Their product is not worth the effort STAY AWAY FROM IT.

Carbonite Online Backup advertises, "Computer users should not have to think about backup or choosing which files are important enough to be saved" so I chose them to back up my company files. Everything seemed to work smoothly until I accidentally deleted some very important files. When I contacted them, they told me that the big important files should have been handled differently and I was out of luck. Now I have to pay to try to have them found and saved when I was trying to be pro-active and prevent this from happening. Unfortunately all were lost and I am out the fee's I spent to protect them.

Please digg my story:
http:///www.digg.com/software/Think_your_files_are_really_safe_with_Carbonite

If you accidentally delete or otherwise lose files, it takes just a few clicks on your desktop to get them back. If your computer is damaged, stolen or "just dies" and you lose all your files, just visit Carbonite's website from a new computer. Within minutes you'll be able to begin restoring all your files.
As seen on: Carbonite.com

Have you considered how much of your life is on your computer? Photos, emails, music, financial records, documents, and so much more. How would you feel if you woke up tomorrow and everything was gone?
As seen on: Why Carbonite

The irony is overwhelming.

In the 2 years that I have had my Carbonite subscription I have only had to restore files once I think. There were countless files on my Carbonite backup drive. I went to restore a few files today and was shocked to see that nothing was available. Carbonite says that they have ZERO files available for me to restore.

I promptly went to Carbonite and logged into my account. Yes, I took initiative because customer support is always a nightmare with any company. I was not able to restore any files so I sent an email to Carbonite support:

Carbonite has been great up until recently. To say the very least, I am furious right now. I renewed my subscription for "billy-pc" and it states that my backup contains ZERO files!?!? (screenshot attached).

Furthermore, when I go to restore files it shows two drives which also contain ZERO files!

I have recently added my mac pro to my carbonite account but as of right now I think that was a waste of money if my files are not as safe as you make them out to be.

I do customer support myself and I know it sucks to deal with angry customers but it appears that all of my files... over a year of backed up data is gone. I am sure you can understand what kind of fury that would cause...

What can you do about this?