ComplaintsforCode42 Software Inc
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Complaint Details
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Initial Complaint
09/05/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I requested support (case #******) from Code42. The problem is that the software is buggy (possibly by design) and is stuck synchronizing block information repeatedly, and only occasionally spending time doing actual backups. The software previously allowed users to change how often synchronization and other maintenance happens, but they disabled this feature. I asked the rep ********* to escalate, as the rep clearly didn't understand what was going on (I have over 1TB of data not yet backed up, though ******* insisted that my backup was complete.) I would like a refund for last month's service and would like you to get me to a more senior tech support rep who is capable of helping with this problem. Alternately, please upgrade me at no cost to a plan that allows API access so that I can change the maintenance rates myself.Business response
09/12/2022
Hello ****,
We have heard your message, and have reviewed the ticket in question, thank you for providing that information.
Your ticket is being assigned to another (Senior) Agent per your request. They will assist you moving forward in your ticket. We are unable to offer a refund for the CrashPlan for Small Business subscription due to the fact that data is being stored, and maintained on our servers for this account. Questions you have about any additional options within the product will be addressed by your Agent in the ticket.Customer response
09/14/2022
I am rejecting this response because the case is still being worked on; it's unclear whether or not it's actually been resolved. They did assign a more senior support rep, which shouldn't have taken a BBB complaint to achieve. They have not upgraded my service or refunded last month's service to make up for the support deficiencies.
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Contact Information
100 Washington Ave S Ste 2000
Minneapolis, MN 55401-2121
Customer Complaints Summary
4 total complaints in the last 3 years.
0 complaints closed in the last 12 months.