Mozy Reviews 9

I was a customer of the Mozy cloud backup company that Carbonite recently acquired. After running into the issues described below and requesting a refund of my 2 year subscription renewal fee (successful backups only occurred for 5 days after the renewal), Mozy was not responsive and Carbonite was unable to help. Read on for details...

My subscription was renewed for 2 years about 3 months ago. I didn't realize until about a month ago when my computer crashed and the hard drive could not be recovered that the last automatic backup occurred 5 days after the renewal, and there had not been a successful back for the last 2 months despite the software showing that backups were occurring. I spent hours trying to work with Mozy tech support to recover my data which was encrypted with my custom key, because their normal recover procedure wasn't working. The first support tech was useless. The next few were better, but neither they nor the manager who I asked to follow up with me could do anything to actually help.

I figured out on my own that I had to painstaking download all of my files in chunks less than 5GB at a time, to avoid the "large download" threshold that wasn't allowing decryption to work. Then I would unzip the download and run the decrypt tool in the Mozy client software. This was the only way to decrypt the files - the online decryption tool didn't work.

I ran into another issue where various files of different types and in different locations would be listed in Mozy as both a file and an empty folder with the same name, and if I downloaded and unzipped the parent folder only the empty folder would get downloaded. I had to find and manually download and decrypt each of these files one-by-one, which was a major pain.

The entire recovery process was horrendous, and in the end even though I was able to recover everything that was actually backed up (with great effort, and almost no useful help from Mozy) I still ended up with 2 months of lost data.

Given my situation, I respectfully requested a full refund of my last renewal fee. I made this request both in the feedback form when I cancelled my Mozy subscription, and via email to the Mozy manager that had reached out to me. I never heard back from anyone, so I reached out to Carbonite customer support. They were unable to do anything other than to say that I needed to talk to Mozy customer support. I couldn't even do that because their support phone line requires a support ID which I don't have, and I could no longer access their online chat support because I had cancelled my subscription.

With no other options, I've given up on Mozy or the company that just acquired them, Carbonite, actually doing the right thing and giving me a refund. I would advise others to be wary of working with Carbonite. The experience will likely be good until something goes wrong with your data, and then good luck working with customer service if and when you have trouble recovering your data.

I deal with Mozy at an Enterprise level. Thousands of computers. SO you would expect us to get a top notch service right?
Worst back up service available. Backing up is fine, adding users is fine. But god help you if you have to recover a back up.
I've done dozens, but here's the latest example. User had only 1.7GB of data to recover.
Downloaded - and it was so slow (that's usual), that I left it overnight to download to my Admin PC. Came in the next morning, and download had crashed with a Mozy server error.
Started download again - Took all day. Zip file corrupted. Tried to repair it with winrar, and it remained corrupted.
Downloaded again that night. Finally!
I could sit here for the next hour or so giving examples of how bad this service is. Just do yourself a favour and use Acronis or something. Mozy is beyond bad.

If I could give this computer backup company a negative rating I would have. I paid this company $5.99 a month for approximately 5 years.
In March of 2018 my computer crashed - I contacted Mozy for help in backing up my data. I was informed at that time that they had not backed up my data for almost 3 years - yet they charge my credit card every month. This is not a lot of money - a couple hundred dollars - what is outrageous is that I thought my data was being backedup and stored in a safe place _NOT - They never contacted me to tell me there was a problem - they just charged me $5.99 a month - let me think that they were providing the service I was paying them for - well that was not the case. then try to cancel the subscription - it took 2 phone calls and 2 attempts thru computer chat - as you can not speak with a person - and I still could not get the charged stopped- I had to contact my credit card company and have a Merchant Block place against MOZY - I would suggest that you use a different computer backup company - this one Stinks Out Loud - they are thieves in my book.

I have not had to use the backups yet, thank goodness. The constant notifcations are a little annoying, but otherwise everything works as intended.

I've been using Mozy for quite some time - a couple of years. When I started using Mozy, I also tested other backup software, and Mozy turned out to be the winner.

Since then I've had no problems using the software itself, but the upload speed is horrible, and the CPU usage of the software is often peaking at 100%.

This means that I had to choose a smaller backup set, just to make it usable.

Now I want to cancel my subscription (the automatic withdrawal from my credit cart), but I don't want to delete my account, because I have just paid for a year upfront. I would like to still have access to my backup, even though I'm not backing up anymore. (mostly because I paid for it - I don't think I'm gonna need it).

It is not possible to do from the control panel at mozy.com, and there is no support email to write to - the only option I have is the community support - meaning that other customers should help me. Whack!

Backup software without a support email or support chat? Don't go there?