You probably missed it, but on my post about backup methods, I have been corresponding with Dave Friend, the CEO of Carbonite. Seems that he found out about my blog post and decided to do everything he could to look into my problem.
Color me impressed.
It’s so great to see a CEO so dedicated to the quality and public perception of his company that he takes the time to personally comment on blog entries. He also e-mailed me a number of times in order to try to help me with my problem.
Unfortunately, the end result was that they are aware that a few Mac users are having this sort of problem where the backup stalls. It’s not everyone, but it does affect some of us, and they are working on it. He also made sure that I got the refund I requested.
Given this level of service, I would love to be able to continue to use Carbonite, and offered to be a test subject as they try to fix this problem. I thought Carbonite was great for my PC. Unfortunately, I do want to be sure that my computer is backed up, and can’t afford to wait until the Carbonite problems are fixed.
Even though the end result is that I’m still not using Carbonite, I’m very happy with how this turned out. My opinion of the company is once again very positive, and I will be recommending them to all the PC users I encounter. Clearly, this is a company run by people who truly care about their product and their customers, and that’s so important.
So thank you, Dave Friend, for all your help and for your comments. You provide a great service to PC users (and most Mac users) and I trust that soon, Carbonite will be an excellent service on both platforms.