... that is, indeed, a classy response. It's nice to see companies doing the Right Thing by their customers in this sort of situation- far too rare, but nice to see nonetheless. This is the sort of service that we should, by default, expect and demand from companies that we choose to give our money to, and I'm glad to see that Mozy understands these oh-so-basic principles of customer service.

However.

The question remains: does the classiness of the response make up for the fact that the problem occurred in the first place? I mean, they are a backup solution provider, right? If their restoration systems are that flaky, how do you know that the rest of their systems aren't equally crappy?

I found Mozy by this site and went right at it, although I only have something like 6-8gb backed up (128kbit upload ARG!) I'd like to restore them if there is an issue! I wondered right away if they would be able and willing to send physical backups if a real issue occurred, and this response seems to say they mean business. Their back end is a little slow at the moment, and OVERLY secure even, but the files are there ,and you did get them eventually, unlike if they had not been backed up at all...

I hope it works for me when or if the time comes, and is improved over the situation they gave you!

You can actually order physical DVD copies of your backups through Mozy's website, but it's pretty expensive.

If your blog didn't Google so well when I was looking for a comparison of the two services if you'd be getting the same response. I'm in the insurance business and you never really know what kind of service you paid for until you have a loss. Funny the similarities.

I am happy you got a such a great resolution to your problem with Mozy, but I wonder how many of us who don't run a successful blog (one that can cost a company money with a bad review) could get such a resolution (eg. Fed Ex dvd overnighted, and free year of service).

Nah, Mozy has awesome customer support. I've had a great experience back in December with Mozy support and have heard the same from others as well. Unfortunately, you cant say the same for ibackup or carbonite. They're support is non-existent.

I want to make sure I'm hearing you right. You yourself or other people you know have had Mozy respond to an inability to restore files in a manner similar to the above (eg. Fed Ex DVD overnight and a years worth of free service)?

I would like to know this before I purchase this product as they may be working on their restore problems for a while.

Regardless of whether their support is this terrific for everyone, the fact is that I did get my files back. I would have been able to get them back even without Mozy shipping them to me on DVD, it just would have taken a little longer. So, even though the restore service has some problems, it still worked and I still came out ahead.

Like I said, I am happy for you.

:(

Mozy is good, soun ds like good service they gave you too. The 2GB free isa good but not enough, you can get more space by referring people! If you use this referral link we will both get an extra 256MB space after you perform your first backup! Here it is:

https://mozy.com/?ref=6YK2A3

So after you sign up with my link, and perform a backup, we both will have 2.25GB Storage FOR FREE!!!!

I too found IE 7 hung/failed on web restores, but Firefox was just fine. I'd cursed Mozy, only to find out it was IE restrictions that was(were?) the culprit.

The only reason you think you are getting great customer service is because of the blog you run. It took 5 weeks to get my back-up disk (for which they charge a $35 overnight delivery charge) The disk did not have all my files. No one responded to my emails. I finally reached "Brian" by phone who promised to figure it out and after several more weeks - no call back. They also said they would refund the express mail charge to which they haven't. I've been trying to call them this morning but their phone line is busy! Its so bad that I'm getting ready to call my lawyer. Mozy is not a service where you would back-up anything that you don't mind losing forever. Stay clear. See other blog posts on the internet to this effect.

I've been trying out the Mac Beta (even paid for the unlimited backup plan) but so far it's been really flaky. Fine, it's beta (although should they really be charging for the service yet then?) But what really sucks is that emails to support have either gotten no response or else a reply that was obviously from someone who didn't really read the mail I sent. Grr. Off to check out jungledisk I guess...

Mozy claims, on the website, that since all the data is secured using 448 bit encryption, they cannot access your data. If this is truly the case, how could they prepare DVDs for you?

Be careful when you try to use Mozy with Vista’s EFS (encrypted file system) turned on. Mozy backed up all my files and when my laptop crashed I tried to restore the files. All the files were there but I could not open them. I’ve been working with Mozy support but they said that they can not do anything further…there seems to be a problem with Vista EFS and their software. The asked my to file a police report. I don’t know why I would file a police report but I wish they would have told me they had problems with Vista before I used their paid services and failed.

They asked you to file a police report? Seriously? Was there some kind of crime involved?

Like others, I’ve been having problems with Mozy support. Paid for the unlimited home version, and tried asking very specific questions about changing a backup set in the middle of a backup (it’s a large backup).

Support rep keeps ignoring these questions and talking to me about bandwidth and backup speed. Should have stuck with the free version…at least then I’d be getting what I paid for (or not getting what I didn’t pay for?)

I’ve been struggling with mozy since a forced upgrade to the latest version. Constant dies (connection drio, remote server errors) for weeks now. Had to blow away the config files, re-choose the fiels to backup. I’m in the middle of a 22gb update AND, it is trying to backup files that Search finds but that were deleted THREE months ago!

PS – I am testing SOS as we speak.

I’m underwhelmed with Mozy. I had a hard drive crash this weekend and went to Mozy to get my backed up files, set up the restores, Mozy created the restore files and provided links, but I can’t download them. I’ve emailed support 2 times and no reply. This is exactly the scenario that pushed me to buy the service to begin with.

Sigh.

I’ve been waiting 7 days for the DVD overnight backup. Mozy sent one email on a Monday that the files were ready to be sent to me. This is now 7 days later. No DVD. Emails to Mozy are not being read or replied to. And Mozy did charge my VISA $70.95 for the DVD overnight delivery. Lesson learned.

I have had the same problem with Mozy. Now at week three, trying to restore a file from a backup. Tried the client, and web restore when my laptop harddrive died. Got back most of the files, but who knows. There is one file I know I’m missing, which is an important pst file. I see it listed on their server, but no matter what I do, it’s not available. They keep promising to call me back to reconcile the issue, but at this point I have to assume that they’ve lost the file. The worst thing about it, is that when I requested a web restore of all of my files, it said that it succeeded in creating the webrestore, which I downloaded. The only way I knew this file was gone was because I needed it.

I don’t know who I would use instead, but I will check out crash plan.

Same thing happened to my boss’ computer after the forced upgrade. We have been refunded for 3 months of service even though my back up has been running fine. We had a great call one day with a senior support guy who gave us great general advice, but now we’re in the process of implementing the changes he suggested and while the problem is not yet fixed, I’m having a much harder time getting responses from him.

That being said, I use Mozy at home, I pay for the unlimited home service, and I had to restore my files via web restore following a crash and had no problems (the files are big and it did take several days to download them, but once they were there, the extraction worked perfectly.)