Jennifer in NC Posted August 23, 2007 Share Posted August 23, 2007 Since I have a fair amount of money invested in my SG supplies, I decided I really needed more backup. (I already back up everything to CD's.) I signed up for Carbonite at the end of July under the 30 day trial going to a 12-month subscription. My credit card was billed 7/27/07 for the subscription. I got an email Monday telling me my subscription was about to expire. I tried to log onto my account, but I have apparently misremembered my password. I chose the auto-reset password for them to send me a new password email. I also emailed through their help link asking about the status of my subscription. I never received any acknowledgement or the new password email. Yesterday, I tried again to do the auto-reset and sent their help center another email. This morning, I received another email telling me my subscription was about to expire. I haven't gotten any reply to four attempts so far at communication. Carbonite Customer Support is in my address book, and it's an trusted website on my firewall, so I'm sure the emails are not getting stopped somewhere. Does anyone have any more ideas about how I can reach them? There are no phone numbers on their website. I don't want to have to do a chargeback on my credit card and give up on them. Any ideas are welcome! Link to comment Share on other sites More sharing options...
anna Posted August 23, 2007 Share Posted August 23, 2007 Wow, Jennifer! That's rotten! I don't have any experience with them, so I'm not much help. But I know people here use them, so hopefully someone will be along soon to help! Best of luck! Link to comment Share on other sites More sharing options...
Burnsie Posted August 23, 2007 Share Posted August 23, 2007 I use Carbonite, and actually had to restore my PSE5 yesterday! I forgot my password too, but I did receive the e-mail to reset it. And the restore worked perfectly. I would bet that they have not changed you over from your 30-day trial to your paid subscription. When you purchased your subscription, did you save or print your receipt? If so, you can check it to make sure they have the correct info about your account and the expiration date. https://manage.carbonite.com/Manage/ForgotPassword.aspx is the site I was referred to if I had to reset my password again. Maybe try this, b/c it's different than when you reset your password for the first time. I hope this helps! Link to comment Share on other sites More sharing options...
Jennifer in NC Posted August 23, 2007 Author Share Posted August 23, 2007 I'll try the password reset again. Sigh... I do have the email receipt, but I remember it took two tries to activate my account back in July. Maybe that's the problem? Maybe I'll hear from them this time. Link to comment Share on other sites More sharing options...
Stacey H. Posted August 23, 2007 Share Posted August 23, 2007 While on the subject of Carbonite - I was going to subscribe, but after trying the free trial, I found it to be aggregiously slow - so slow that it never fully backed up the files I had chosen and clogged my network. Have any of you experienced similar problems? I'd love to use them, but if that's what its going to take to upload my files, then it's not worth it. Link to comment Share on other sites More sharing options...
angelaNussbaum Posted August 23, 2007 Share Posted August 23, 2007 It did take a bit to get the initial back up done on my computer. I keep tusing the net alot lol... but now that its done, i hardly know its even there... it backs up so quickly!! I guess its just one of those patience things.. haha.. So far i havnt had problems, i had just payed for the year after my trial. I hope things work out Jennifer! angela Link to comment Share on other sites More sharing options...
ScrapGirlsRo Posted August 23, 2007 Share Posted August 23, 2007 It does take quite a while to do the initial backup - particularly if you have a lot of your hard drive as I do. But once that initial backup is done, you won't even notice that it is running. I love seeing the dots next to my new documents turn from yellow to green because then I know they are backed up. Honestly, I don't even notice it is running now. I forget about it completely until I see the dots by my documents. One thing that may help you. Right click on the Carbonite icon down in your system tray and pick Open Info Center. Then choose Set Options. Under Performance, check Lower priority of Carbonite's Internet usage. That way, Carbonite doesn't interfere with what you are doing on the Internet. It helps a lot. Link to comment Share on other sites More sharing options...
Len - Carbonite Posted August 23, 2007 Share Posted August 23, 2007 This morning, I received another email telling me my subscription was about to expire. I haven't gotten any reply to four attempts so far at communication. Carbonite Customer Support is in my address book, and it's an trusted website on my firewall, so I'm sure the emails are not getting stopped somewhere. Does anyone have any more ideas about how I can reach them? There are no phone numbers on their website. I don't want to have to do a chargeback on my credit card and give up on them. Any ideas are welcome! Hi Jennifer, I'm not sure why you're not receiving the password reset links. Please send an e-mail to customersupport@carbonite.com with ATTN: Len in the subject line so that I can look up your account and assist you from there. (No need to post your e-mail address on this forum.) Sincerely, Len from Carbonite Link to comment Share on other sites More sharing options...
angelaNussbaum Posted August 23, 2007 Share Posted August 23, 2007 WOW!!! CARBONITE comes and finds YOU!! You must be special Jennifer!!! hehe angela Link to comment Share on other sites More sharing options...
Jennifer in NC Posted August 23, 2007 Author Share Posted August 23, 2007 This morning, I received another email telling me my subscription was about to expire. I haven't gotten any reply to four attempts so far at communication. Carbonite Customer Support is in my address book, and it's an trusted website on my firewall, so I'm sure the emails are not getting stopped somewhere. Does anyone have any more ideas about how I can reach them? There are no phone numbers on their website. I don't want to have to do a chargeback on my credit card and give up on them. Any ideas are welcome! Hi Jennifer, I'm not sure why you're not receiving the password reset links. Please send an e-mail to customersupport@carbonite.com with ATTN: Len in the subject line so that I can look up your account and assist you from there. (No need to post your e-mail address on this forum.) Sincerely, Len from Carbonite Hi Len, I appreciate your noticing my post. I've emailed your address. I hope you get it! I'll look forward to hearing from you. Thanks, Jennifer Link to comment Share on other sites More sharing options...
ScrapGirlsRo Posted August 23, 2007 Share Posted August 23, 2007 Well, what do you know about that? Hi Len! I guess you know that I'm a fan by now, eh? LOL Link to comment Share on other sites More sharing options...
Guest dawnsmemories Posted August 23, 2007 Share Posted August 23, 2007 While we are on the topic... I have a question. Will it back up only your c drive or can it do other drives also? Thanks! Dawn Link to comment Share on other sites More sharing options...
Zaz Posted August 23, 2007 Share Posted August 23, 2007 Len has a familiar look about him. I just want to put in a quick plug for Mac users in case Len is still hanging around. We have stuff to back up, too. ~Zaz Link to comment Share on other sites More sharing options...
scrappylibrarian Posted August 24, 2007 Share Posted August 24, 2007 Whoa! We have our own Carbonite Rep now? LOL! Hey Angela, when you purchased after your trial did you have to put in the Savage coupon code again or does it recognize the bonus month from your trial? Link to comment Share on other sites More sharing options...
ScrapGirlsRo Posted August 24, 2007 Share Posted August 24, 2007 I can answer that one. It only backs up the documents on your C drive. You need to do something else for external hard drives. I actually use Acronis 10 to back up my entire C drive AND my drive that has all of my graphics on it - to a third drive. (Oh man... I have SO many drives here its pathetic.) I love the redundancy. When I worked at Novell, the IS&T guys always used to talk about triple-redundancy when you are backing up. That's because its not uncommon to have one method fail. I also periodically back things up on DVDs, too. But I used to be so worried about the stuff on my C drive because it has all of my business stuff and I also put all of my important things on it. Since I got Carbonite, I don't worry about it inbetween DVD back ups. Link to comment Share on other sites More sharing options...
Susan Neff Posted August 24, 2007 Share Posted August 24, 2007 I've been wondering, is it possible to put things on your C drive, then Carbonite backs it up, then you can move it to your EHD? Or does Carbonite repeatedly back up only what's on the C drive, and doesn't retain what was formerly on the C drive? (I hope I'm making sense.) Link to comment Share on other sites More sharing options...
Len - Carbonite Posted August 24, 2007 Share Posted August 24, 2007 I appreciate your noticing my post. I've emailed your address. I hope you get it! I'll look forward to hearing from you. I just searched for your message and don't see it. Did a support rep already reply to your message? If not, please send me a private message on this board with your e-mail address so I can resolve your password issue, as well as try to find out why we're not getting your messages. I've been wondering, is it possible to put things on your C drive, then Carbonite backs it up, then you can move it to your EHD? When you move it, Carbonite will think you deleted it, because it's no longer on the C drive. It will keep the backup of the file for thirty days, and then will remove it from the backup. While we are on the topic... I have a question. Will it back up only your c drive or can it do other drives also? Carbonite can back up all of your internal drives, but doesn't back up external drives, yet. A new version supporting external drives is coming very soon. I just want to put in a quick plug for Mac users in case Len is still hanging around. We have stuff to back up, too. My boss told me a few days ago that I'll have a Mac on my desk within the next couple of weeks so that I can start testing a new product. I wonder what that product may be! I'm sorry I can't give you a timeframe yet, but it's coming quite soon. Hey Angela, when you purchased after your trial did you have to put in the Savage coupon code again or does it recognize the bonus month from your trial? If you click the "Buy Now" link within the InfoCenter, it should remember the coupon code you used when you started your trial. If you purchase directly at the website, it won't hurt to enter the coupon code again just to be on the safe side. Well, what do you know about that? Hi Len! I guess you know that I'm a fan by now, eh? LOL. Hi Ro! Glad to hear it! Thanks for such a warm welcome here, everyone! Sorry to answer everyone in one single post; I hadn't set up reply notifications after my first post and just now saw all these replies. Have a great night, everyone. Link to comment Share on other sites More sharing options...
ScrapGirlsRo Posted August 24, 2007 Share Posted August 24, 2007 How awesome is that about the EHDs? Can't wait to see that happen! Link to comment Share on other sites More sharing options...
Susan Neff Posted August 24, 2007 Share Posted August 24, 2007 Thanks, Len. I really appreciate your post. Like Ro said, I'm looking forward to the EHD option! Link to comment Share on other sites More sharing options...
Jennifer in NC Posted August 24, 2007 Author Share Posted August 24, 2007 Thanks from me, too, Len. I don't know why my computer isn't communicating with Carbonite email. I even double-checked my ISP's web mail service to see if it was out there. I've PM'd you and I hope that will go through! Link to comment Share on other sites More sharing options...
Jennifer in NC Posted August 24, 2007 Author Share Posted August 24, 2007 WOW!!! CARBONITE comes and finds YOU!! You must be special Jennifer!!! hehe angela It looks like they're pretty responsive, doesn't it? Impressive! Link to comment Share on other sites More sharing options...
Zaz Posted August 24, 2007 Share Posted August 24, 2007 OOOooo, did anyone else read about the Mac arriving on Len's desk??? YEA!!! I'm a patient person so I'll sit quietly now. ~Zaz Link to comment Share on other sites More sharing options...
Jennifer in NC Posted August 24, 2007 Author Share Posted August 24, 2007 I just wanted to say that Len has been incredibly helpful to me with this problem. He's been PM-ing me through the SG board, because apparently my ISP doesn't like Carbonite. Not only was I not receiving their emails, but he was rarely getting mine. They had been answering my service requests on the site, because he was able to link me to a whole thread there with their replies and my "where are you's". My password has been reset (and written down ). When I accessed my account, it showed my subscription running to 9/08 as I expected. Many thanks to Len!!! Link to comment Share on other sites More sharing options...
angelaNussbaum Posted August 24, 2007 Share Posted August 24, 2007 Yup... i entered Savage again when i purchased my year. AFter my trial. My confirmation email says i expire on 10/08... when i purchased it this month ... so they tacked my free 2 months at the end of the year. Totally awesome Len, that you were willing to jump in and help out and answer questions. Thanks so much! I love Carbonite!! and hopefully my computer will stop crashing, so i wont have to take advantage of it.. lol angela Link to comment Share on other sites More sharing options...
PatBowman Posted August 24, 2007 Share Posted August 24, 2007 Well, now I have to say I have been both intrigued and impressed with this thread. I hadn't really considered spending money for an online backup service until I started reading this thread. I have an EHD and I backup to DVD. Now I'm thinking I really need to have this Carbonite - especially when I see this kind of responsiveness from them. WOW!! Are there any coupon deals floating around right now? Link to comment Share on other sites More sharing options...
Len - Carbonite Posted August 24, 2007 Share Posted August 24, 2007 WOW!! Are there any coupon deals floating around right now? Hi Pat, I don't get to hand out coupons, but Angela just mentioned a coupon code in the post right before your's - I don't see any reason why you couldn't take advantage of that one! Link to comment Share on other sites More sharing options...
varanda Posted August 24, 2007 Share Posted August 24, 2007 Yay for Len from Carbonite! I am using them as well. Since I just upgraded my PC, I was so concerned that my initial back-up which is STILL running months later (yeah, talk about too much stuff!) on my old PC would be all for naught---well, guess what, I can transfer it to my NEW PC! Doing the happy dance. After many many crashes and losing valuable data, I am loving the security I feel from Carbonite. Len, can ya feel the love from Scrap Girls? Link to comment Share on other sites More sharing options...
Susan Neff Posted August 24, 2007 Share Posted August 24, 2007 I just want to know how Len got Jay Leno's chin... Link to comment Share on other sites More sharing options...
Guest dawnsmemories Posted August 24, 2007 Share Posted August 24, 2007 Awesome! I had been debating but with EHD's on the way, I am definately going this direction when we get paid next! I think it is awesome that you are jumping through these hoops for us! Thanks for the info! Dawn Link to comment Share on other sites More sharing options...
Jennifer in NC Posted August 24, 2007 Author Share Posted August 24, 2007 I just had to post one more update to this topic. Today, in my inbox, I received ten messages from Carbonite, all with different sending times but all of them dated as being received today at 4:47pm. I truly think my ISP was hanging up their messages somewhere in cyberspace, but I'd just like to make sure everyone knows what a huge help they've been at Carbonite! Link to comment Share on other sites More sharing options...
Recommended Posts
Archived
This topic is now archived and is closed to further replies.