What does it take to get a response from Tech Support?
I've been waiting for a MONTH to get a response on why the backups haven't been working.
I've rec'd sporadic, unhelpful emails in reply, but then DAYS AND DAYS go by without a further response.
Does anybody actually WORK for Mozy?
jnemeck - We apologize for the delayed response. Usually the response is within 24-48 hours. However, on a positive note, I checked your account and backup history and showing successful backups in the last 7 attempts. If you are having further issues, please open a case in Mozy Support Portal and a Tech will work with you directly.
I think that a MONTH to find what turned out to be a simple fix is WAY TOO LONG. Eileen G in your tech support office did a great job over the weekend to identify the failing Mozy software problem and correct the software error.
To be honest, I have always gone the route that using the Technical Support Phone line or chat has produced much faster results to my high priority problems, rather than post on the forums.
I understand sometimes that is the only access you have at the moment, but again for fast results, call or online chat is better.
The forums were my third avenue of attempting to get a response from Mozy. Tried chat, tried email, and eventually phone. Problem still not resolved.
I, too, have had no luck getting help. I haven't been able to talk to anyone, and had to get expert help to restore files after my computer crashed. I now am faced with issues on two separately registered computers which are my responsibility and I have nobody to turn to for help. Very frustrating and disappointing. If I don't get assistance I'm going to have to make other security arrangements when the two annual contracts expire.
Doris - Sorry about the inconvenience. I checked your account and I am showing currently there is one machine (DORIS-ONEPC) listed that has been backing up successfully since 3/15. If you are having any issues with Backup/Restore, please let me know and I will be happy to not only create a support case on your behalf, but take ownership of the case, address and resolve your issue.
More of the same. I've had Mozy for three weeks, and the first thing it did was delete TEN YEARS of my calendar information. I need the calendar to support client and tax records.
Can't get any useful help from Mozy. Some computer feedback drone wants to know the date of the missing information. Since there are 365 days in each of the ten years' of missing data, I guess I could send them that!
And more than useless - dangerous.
Was this data that you are describing actually backed up with Mozy, or are you saying that after you installed the Mozy client software, it somehow deleted "ten years of my calendar information" on it's own? I would love to help you with this issue and would also be more than happy to escalate this post to a support case so that you can get in touch with one of our Support Technicians who can look further into this issue for you as well. Let us know how you would like to proceed!