Complaint Review: Mozy

First, I want to be clear.  I completely understand that Mozy's Online Backup service is not breaking any laws, and it is completely their prerogative to raise prices as they see fit.

However, I thought that it would be good for consumers like me to know about their business practices before they enter into a relationship with them...

I've been a customer for years, backing up about 270GB of data or so.  I've stuck with Mozy through all their problems and ErrorCodes, not knowing if my data was safe or not, running tests and sending them log files, etc.  Horrible support throughout, but I was patient enough to allow them to finally fix everything to the point where it works perfectly...and now this!

It is absolutely criminal after all the time it took (especially with MOZY's consistent problems) to upload my data, that I have to start from scratch with a new service.  I hesitated to stick with Mozy many times, but I figured since it was an UNLIMITED plan, that I only had to suffer through it once, and then I'd simply pay them $55 per year for the next few decades.

I'm thinking that Mozy simply thought that all of the larger users who would have these insane price increases would decide that it wasn't worth the time and effort to move their data to a new backup solution.  Nice try with the handcuffs, Mozy, but not me.

By the way, I understand a changing market (and in fact have been in storage since a big disk array was 4x2GB F/W/D SCSI drives that cost $40,000).  I probably wouldn't have blinked an eye if you came to me with an unlimited plan that was even double the cost, but this kind of price increase is just ridiculous and an insult to your loyal users who stuck with you through all your problems.

I have referred my Father and his two computers, 4 different friends, and 3 relatives on to Mozy.  Never asked for anything in return (even knowing I could have become an affiliate...I didn't want to do that, I just wanted to be a nice guy and send people to "the best"), and of course never got any acknowledgment.  Now, the "thank you" is to be treated like this by Mozy.

How much additional profit did they gain from those nine different computers (in addition to the 2 that I have, the second of which was paying for a different plan and only backing up 80GB), and does that cover the cost of my "increased" storage, considering how insanely cheap storage/management/infrastructure is these days?

Now, in addition to yanking all 11 of these computers away from Mozy, I'll do the proverbial "...an unhappy customer tells 10 people..." thing, and make sure that nobody I know gives Mozy their business in the future.

Oh sure, Mozy will still get plenty of business from the smaller clients who have smaller needs and who think the pricing is good...but clearly I'm not alone in running for the hills to get away from Mozy at this point.

I tried to call to talk to somebody and give them feedback, and there is no phone number for MozyHome - only MozyPro.  I replied to the initial email announcement, copying live addresses at Mozy, and of course never got a response.  I then filed a support ticket to ask how I could speak with somebody, and the response was "there isn't any way to talk to anybody on the phone, but here is how to cancel your account...have a nice day."

Horrible, uncaring customer service.  Simply unbelievable - I guess they feel they are Google and it doesn't matter how they treat people.

After working with one of the worst companies in the Business world (EMC) for quite some time, I guess I was fooling myself to think that Mozy wouldn't pull something like this.

Unbelievable.