Why is it my fault they did not update nor notify me that THEIR software and servers were not working????

STAY AWAY!!  THESE PEOPLE ARE EVIL!!!!

>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>

Hello Kevin,

We appreciate your long membership with Mozy.  I’m sorry that you feel you aren’t subject to the EULA, but before installing the software or signing up for the Mozy service you had to agree to those terms before you could even start using Mozy.  Every Mozy user is bound to this same agreement.

The service has been functioning, storing your previously backed up data.  Mozy has backed up 114.9 GB of data from your computer, and that data is still available for restore at this time, we’ll be happy to help you get that data restored to your computer.  However, as the tech had previously stated there was an issue the Mozy software on your computer, the software version you were using is out of date and security settings on your computer may have been preventing the auto-update from processing.  This has prevented the Mozy software from completing a fully successful backup for some time, although it has completed partial backups with errors that would be reported in the Mozy history, and also shown in the Mozy status window on your computer.  

It looks like you have several large Outlook PST files totaling 7.5 GB, along with 59 files in your “Documents” folder, and about 107.38 GB of data from your “Music” folder.  This data is all available to restore, and I can make sure we restore it to your new computer.

Its critical that you as the user select which data you want Mozy to back up from the Mozy Settings window.  Unless you specify certain data to be backed up with Mozy, the software has no way of knowing which files are important to you and as a result may not back up all the data you need.

I’d like to address the specific issues you’re calling out:

1)  As I stated above we can restore all of the 114.9 GB of data to your new computer, however the way Mozy functions is as a backup of your computer’s current data, not a long-term archival storage.  This means that if the data is not a part of your current selection for backup with Mozy, it will not be retained on our services indefinitely after you upload it.  We can restore data that was a part of your backup selection within the last 30 days of your most recent backup to the Mozy servers.  In your case, your most recent backup attempt was on 11/27/11, so at this point the furthest we can go back to restore your data is 10/28/11.

2)  I hope that we can restore the data you need.  However, if a refund is necessary, per the terms of the EULA you agreed to for using Mozy, we can only refund the unused portion of your current biennial plan if you cancel the service.   Because of the circumstances of your situation I’d like to offer an extension of your current Mozy subscription as compensation for the trouble you’ve had to this point.  We’ll also make sure the Mozy software is set up, and properly configured on your new computer so that the data you need is backed up going forward.

3)  Mozy is not responsible for any additional recovery measures you may go through to restore your data.  We will do our absolute best to try and restore any files you back up to our servers, but data that is on your computer’s hard drive that wasn’t backed up to Mozy, or that is no longer a part of your current backup is entirely outside our reach to restore.

I’d like to take a look at the data your technician has provided to you showing that the files have transferred from your end, that may help us investigate what happened during your previous transfers with errors.   For reference, the 3 most recent backups sent from your computer to our servers were as follows:

Date      Time(MST)        Backup Type
—————————————————-
11/27/11 14:33    Automatic Backup    
11/25/11 20:11    Automatic Backup    
11/16/11 14:56    Automatic Backup    

Again, Mozy’s software notifies you via the Mozy status window of errors or failed backups, but you do not get emails about your backup status.  You can check the backup status at any time by logging into your account at http://www.mozy.com as well, and you can do this from any device with web access.

Regards,

Michael Hamilton
Mozy Support Supervisor

————— Original Message —————

Sent: 1/25/2012 1:08 AM
To: caseupdate@mozy.com
Subject: Re: Case 00756064 Re: my files were deleted – Closure Notification [ ref:00D57gl2.5005Ert2a:ref ]

Michael -

I have been a customer since 2006.  I have paid you faithfully every year
for services I have yet to see.  This is FAR to long of a period where you
do not notify me that something is wrong with our arrangement.  I don’t give
a crap about what the contract states.  As of today, your services were
never render

That said, you guys still have a point when the restore website disconnects you or doesn’t actually find a file which was backed up. That’s cr*p. But as far as I can see, that’s the exception, not the rule for Mozy. Especially since the original post was created over 3 years ago and we’re still commenting on it! :-)