Carbonite has been a nightmare for me. After being a customer for years they ended up losing almost all of my data when I ordered hard drives of the full backups. Basically the hard drives had the entire directory structure but all the files were gone! They arrogantly told me, through support, that my files were on their "legacy" software, and so, basically, too bad. I am furious at this company and wish I could leave them a negative review in every corner of the internet. Stay away from Carbonite! Tip for consumers:This is the most horrible company in existence. Products used:Carbonite safe personal cloud backup Service Value Returns Quality Date of experience: February 9, 2024On June 24,2021, Carbonite data backup failed without indicating on the desktop app that backup of data had terminated. Three service calls with remote work by Carbonite tech support did not resolve the problem. My account also shows that I have been charged twice for two different levels of services on the same date, one service is for $164.00 for 2 years of Carbonite Safe Prime, and the other was for Carbonite Safe Plus for 1 year for $119.99, both processed on 05/25/2021 with the same card number. This is obviously a mistake, as I am on automatic renewal. I ask for a refund and was refused. My initial subscription was processed on 05/21/2020 for 1 year. Therefore, I only had one month of working service in 2021. It is now August. Tech support advised me to not escalate to tier 2 because they could lose their job. This is concerning. Date of experience: August 18, 2021Carbonite lost a file folder that was critical to me. The 'service' was terrible. After complaining via multiple emails, they offered a refund of my purchase price. Although this would not compensate the loss of the files, it would be some compensation, so I accepted it. Then they cancelled my entire account! So here's Carbonite: 1) incompetent at backing up and 2) dishonest! I have since switched to Livedrive - so far so good. Tip for consumers:No, see my review. Products used:Carbonite Backup Service Value Returns Quality Date of experience: October 7, 2023My laptop died and needed to port my subscription over to the new one. Very confused how that's done. However, an employee named Kevin helped me remotely and did it all perfectly. Very helpful, friendly and took care of everything. I'm a very, very happy camper with Carbonite and their tremendous customer service! Jim Matthews, CPA Dallas, TX Tip for consumers:Carbonite is the Best in the business. Products used:Carbonite Safe Service Value Quality Date of experience: November 22, 2023A number of years ago, near 10, when I first bought Carbonite, it was a great service. It saved me twice. It is now redundant and useless. I still have it and when I needed it to recover what I couldn't from iCloud they had deleted it. I will not renew my subscription and, I suspect, they will not last long without some major changes in their operation. Date of experience: August 7, 2021Checked a week ago to see the status of my Carbonite backup and discovered that my files have not been backed up for over a year. My subscrition ends Jan 2024. Contacted the suppor vie email as this is the only way. They responed with a case number and a message that they will look into the problem within 1 business day. It's been a week. Files are still not being backed up. I re-installed the Carbonite software and for the past two days am getting a status "Backup in Progress" but nothing is being backed up. No way to contact anyone at Carbonite. Terrible service. Used to be very good when I signed up 10 years ago. Have to find another backup service. Date of experience: January 28, 2023I've been using this service for years and it's pretty good. A few months ago, it stopped doing the autobackup and after several calls and remote sessions, they still couldn't solve the issue. When I asked for a pro-rated refund (I signed for 3 years) they refused, so I just took the loss and switched to IDrivel. Products used:This is a website, so no tangible products, but I switched to IDrive. . Service Value Quality Date of experience: June 21, 2023I am from The Netherlands and buy a 1-year subscription on Carbonate backup. I have an iMac with M1-chip and the Carbonate program does not function on my iMac. So I asked a refund of my subscription by email (Case Number: *******). Afterwards I can not have contact with Carbonate Drs. J.H.Jansen MD Radiologist in The Netherlands Date of experience: February 2, 2023The tool gives a good value for the price when it comes to backup desktops, but the opposite when it comes to server-level backup. I came across many tools after that but finally, we found a good value for the price of backing up desktop/server level from Gs Richcopy360, it was a good experience. Date of experience: March 12, 2022I was a paying subscriber for years. In January, my house burned and I lost my computer as well as all the backups and hard copies of my documents. I wasn't worried as I had carbonite but when I attempted to recover my documents, the process failed. After several attempts and many conversations with carbonite, they had to admit that for 'some reason', my documents hadn't been backed up and couldn't be recovered. I've lost years of work with no hope of recovery. Don't trust carbonite! Service Value Date of experience: March 5, 2022The subscription was set to renew automatically but in 2018, Carbonite wanted to increase the yearly subscription by more than 50% with low upgrades without warning, Also you have to waste your time calling the Carbonite representative if you need to restore older files from a backup instead of doing it your self. Now I am using Gs Richcopy 360 which has a very good license policy (for once), I can do any type of backup by myself, no need for the support because of the easiness of the tool. Date of experience: December 4, 2021It didn't backup my data, then wouldn't refund half of a 2-year renewal when the data was lost. I had it for many years and didn't need it, but when I suddenly lost 200 MB of data I immediately stopped using that computer, copied the remaining documents on it to a hard drive, and ordered a full backup on a hard drive from Carbonite. After the Carbonite data was installed on the new computer, it was shocking to find that the folders didn't have all of the data that should have been backed up. One folder had one document when 23 documents should have been there and still existed on the hard drive copy of the documents on the old computer after the crash. That means they either never backed up or Carbonite lost them. I was half way through the 2-way renewal, but Carbonite will only issue a refund within 30 days of the INITIAL purchase even though I must cancel because of their BAD service. Tip for consumers:Don't buy it. It is not reliable. And their service is deplorable. I paid for years, but when I needed it I discovered that it either did not backup or lost LOTS of my documents. I lost 200 MB of data due to either a hardware issue or a hack. Carbonite service was terrible and much of the data was not able to be restored. I tried to get a refund for the remaining year of my multi-year subscription, but they will only refund customers within 30 days of an initial purchase. Products used:Carbonite Safe - backup for one computer. Service Value Shipping Returns Quality Date of experience: August 10, 2022I 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. Date of experience: August 22, 2011They bought Mozy, a reputable cloud backup service, then trashed the service; but charged more. It slows the computer drastically, on programs that have nothing to do with backing up. Try to cancel? Good Luck. There is no way to directly email or call them. No matter where you search on their "service" links, it a circular in responsive system. Then try to get a refund. I suggest filling a complaint with the BBB, and your States Attorney General. Tip for consumers:Avoid this trap. Terrible deceptive “service”. They purposely complicate any process to cancel. Products used:Carbonite Cloud Backup Service Value Returns Quality Date of experience: June 16, 2021After the trail not work the way the trial did. Support team just wanted me to delete the software and reload another copy. It never worked again and I was told my 30 days was over so I could not get a refund. You must need the hundred $ more then I do. I will make sure as many people as I cab reach will be safe the problem of doing business a their rate company. Tip for consumers:I changed to another sevice and everything is great now. Service Value Returns Quality Date of experience: January 6, 2018I can;t get into my work computer from home. NEVER was able to after 7 months. Now I am sick but will have to go to the office. This is not what I signed up for. DO NOT UNDER ANY CIRCUMSTANCES pick carbonite. Customer service is a disaster. I wasted an enitre morning trying to fix this problem once and for all. Date of experience: July 26, 2023I have 2 Mac's in the house. It took 3 months but I finally resolved the backup problem with one of them. Now the other one refuses to back up. I've gone thru their directions, and it backed up on time in a month. They want to have a remote session where they will take control of my computer--I don't think so. Requested a partial refund, got an emphatic no, we don't do that. Unfortunately I'm just going to have to bit the bullet and totally get rid of this so called back up. It just doesn't like and IOS operating system. Just get an external drive and use Time Machine, it does the same thing. And if you want a cloud based back up, use ICloud--you know that will work with a MAC. Date of experience: December 7, 2020After 5 years of paying Carbonite dues, I finally needed to access the files due to a computer failure. I was asked to do a password reset and subsequently asked security questions to which the service refused my answers. I called on tech support to help but it was like talking to a wall. I have since paid for someone to pull my files off the hard drive and I can now keep them on flash drive or google drive where they are always available to me. What this means is I have been paying for nothing for the past five years. To date, Carbonite still has not given me access to my own files. Date of experience: May 19, 2017Do Not use this service. There customer support is terrible. Their product does not restore correctly. It was double downloading all my files. It is very slow although they would have you believe it is your band with. They create additional data use age when none is required once a drive is restored because there system doesn't recognize the new drive even though it is named the same. Find another service. Date of experience: May 6, 2017It was OK for a while but when I needed them, I found out they discontinued their "Mirror image" backup option I was paying extra for. They kept charging me the extra fee but never told me that service was no longer there. I also found out they lost a lot of my files and my basic backups had stopped. I still have 10 months left on my subscription and they tell me they can't do anything for me and won't refund if I cancel. Date of experience: December 8, 2017I signed up with Carbonite for home use for the mirror image backup. Now they're discontinuing it and asking me to spend $500+ for a 'business' subscription to keep the image backup facility. This is outrageous. I'm requesting a refund of the remaining pre-paid year's subscription. We'll see what happens... John F. Date of experience: October 14, 2017I used Carbonite to back up appraisal files. Last month they decided, without contacting me, that a different computer should be backed up rather than the one I contracted for. Poof! All my files were purged. They were probably 6-7 years of files that were lost. I am growling silently because of this f--- up! Date of experience: May 18, 2017I was with Mozy, what a rubbish product Carbonite Safe is in terms of a replacement. I tried to cancel, but it is impossible to stop these guys taking your money as support just sends template emails. I have had to report Carbonite to my bank to prevent further unauthorised use of my card. Date of experience: April 7, 2019I have been with Carbonite for years. Recently my husband purchased a computer that I added onto my Carbonite account and bought 2 years of Carbonite on his laptop. I happened across an ad for Carbonite stating that you can have 1-3 computers on one account. Carbonite didn't bother to inform me that I didn't have to pay for another computer since I only had 2 on my account, instead they took my money. When I discovered I didn't need to buy another subscription I asked for a refund and was told it was too late it was past the 30 days. I have not seen anything regarding 30 days it must be in the fine print somewhere. Carbonite has max limit of how many files you can restore at one time and even when restoring within the limits it is an extremely slooooow process. As to where files are kept there's no consistency. Unless you know the exact name of the file good luck finding it. When Carbonite is updating the files it slows the computers down to a crawl. I would not recommend using Carbonite for backing up any computer. Tip for consumers:I would not recommend Carbonite Products used:Carbonite Safe Back up Service Value Returns Quality Date of experience: August 2, 2021Carbonite worked slowly for us - support was not great either. This was our experience and we tried to cancel and that was challenging/impossible to get reimbursed for future years we would not use. Tip for consumers:don't sign up for 3 years! and test it out to see if you can open files easily. It was very challenging for us and ending up canceling - but not soon enough. Products used:Carbonite Safe Basic - 3 Years Service Value Shipping Returns Quality Date of experience: January 4, 2022