ComplaintsforAnaconda Inc.

• Initial Complaint

  01/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to file a formal complaint against Anaconda Cloud concerning their inadequate customer service and failure to resolve a critical data recovery issue. I am a subscriber to the Anaconda Starter subscription, and my experience with their support team has been frustrating and unsatisfactory.Incident Overview:Initial Contact: I contacted Anaconda Cloud customer service on December 3, 2023, seeking assistance with recovering accidentally deleted files. The initial response was unhelpful, stating that recovery was impossible.Follow-Up and Lack of Progress: Despite providing additional requested information immediately, my issue was not advanced. A lack of clear communication and repeated requests for information have hindered the resolution process.Escalation Without Resolution: On December 8, 2023, my case was supposedly escalated, but I received no further updates or resolution for over a month.Notification of Complaint Intention: I informed the customer support team on January 2, 2024, of my intention to file a complaint if the issue was not resolved by January 6th. This deadline was not met.******* and Inadequate Response: On January 8, 2024, ***************************, Support Manager, responded without providing a solution or acknowledging any breach of contract regarding the lack of paid technical support for the Starter tier. Key Issues:Lack of Transparency and Miscommunication: The Starter subscription's terms regarding technical support were not clear, and no evidence was provided to show no breach of contractual agreement.Unmet Expectations: As a paying customer, I anticipated reliable customer service, which has not been provided.Impact on Work: The unresolved data recovery issue significantly affects my professional work.Monthly Subscription Cost: I have been paying $9.00 per month for the Anaconda Starter tier subscription under the assumption that it included customer service support.

  Business response

  01/31/2024

  We are very sorry for the experience you had with Anaconda.  We always strive to delight our customers.  Although it is not part of our ********* Support agreement to provide any guaranteed SLAs, we have been investigating ways to help you retrieve your lost information, to find it is not possible.  
  
  Provided is the clarification you requested for support tiers here: ********************************************************************************************************************;
  
  With the Starter tier, the level support is "*********" which is defined as:COMMUNITY SUPPORT. Anaconda ********* Support (accessible at ***********************************************) provides self-help and user-retrieved information about ********************** Cloud Offerings and On-Premise Products (collectively, Products), including frequently asked questions, detailed product and technical information, blog posts, manuals, and search functions. ********* Support also offers Customer forums which allow users to *********************, usually without input from Anaconda ****************** ********* support also includes best-effort technical support at ******************************************, also referred to as General Support.
  
  We are willing to issue a refund and extension of your current tier but cannot offer an upgrade at no additional cost.  To move forward, please contact us at *********************************** with your details and request.  Thank you for being an Anaconda customer. 

  Customer response

  01/31/2024

  Complaint: 21199964
  I am rejecting this response because:
  Dear Anaconda Support Team,
  Thank you for your response. I have a few points that require further clarification:
  Data Recovery Explanation: Can you provide specific reasons for the inability to recover my lost data? Is this due to technical limitations or is it a policy restriction, particularly for the Starter package?
  Refund Process Details: I appreciate the offer of a refund and an extension of my current subscription tier. Could you provide more details on how the refund will be calculated and processed, as well as the terms of the subscription tier extension?
  Alternative Compensations: Since a Pro tier upgrade is not possible, are there alternative forms of compensation or benefits that Anaconda can offer for the inconvenience caused?
  Service Agreement Clarification: Does the Anaconda service agreement specifically mention the recovery of deleted files, and is this a general policy or specific to certain subscription levels?
  Your prompt response to these inquiries will be greatly appreciated as I seek to resolve this matter.
  Regards,
  

  Business response

  02/02/2024

  We hope this message finds you well. We appreciate the opportunity to address your concerns and respond to your previous message. We take customer feedback seriously, and we again sincerely apologize for any inconvenience you may have experienced.

  
  Please find our responses to your questions below. 

  
  Can you provide specific reasons for the inability to recover my lost data? Is this due to technical limitations or is it a policy restriction, particularly for the Starter package?
  Anaconda has a seven-day retention period for any deleted data by users to ensure Anacondas compliance with global data minimization and storage regulations. These regulations require us to delete data that's no longer needed for its original purpose. Therefore, once any kind of file or data is deleted from an account or user environment, we hold onto it for only a limited time according to our standard procedures before it's permanently removed from our systems. This practice ensures we handle data responsibly and in line with legal standards for protecting user information. We have exhausted all available technical remedies after an in-depth internal investigation into this matter and are unable to recover the deleted files associated with your account. 

  
  Does the Anaconda service agreement specifically mention the recovery of deleted files, and is this a general policy or specific to certain subscription levels?
  At this time, Anaconda does not include recovery of deleted files for Anaconda Free or Starter Tier subscriptions in our End User License Agreement or Terms of Service. Recovery and support resolution times are not included in our Anaconda Starter Tier subscription plan. 

  
  As a token of our commitment to customer satisfaction, we are able to refund the previous two months fees paid by you for your Anaconda Starter Tier subscription. In addition, we want to provide you with 12 months of Anaconda Starter Tier subscription, free of charge. Please send us a message at *********************************** to coordinate with us. 

  
  If you have any further questions or concerns, please do not hesitate to contact our customer service department at ***********************************. Once again, we apologize for any inconvenience you may have experienced and we thank you for bringing this matter to our attention.
  

  
  

  Customer response

  02/05/2024

  Complaint: 21199964
  
  I am rejecting this response because:
  
  Dear Anaconda Support Team,
  I appreciate your previous responses and the efforts to address the situation concerning my lost data and the subsequent service experience. However, there remain critical areas of ambiguity and dissatisfaction that necessitate further clarification and action on your part.
  Clarification on Data Recovery and Seven-Day Retention Policy
  Firstly, your mention of a seven-day retention period for deleted data introduces a potential window for data recovery that appears not to have been utilized in my case. Considering I reached out for support within this timeframe, I am perplexed by the inability to recover my data. Can you provide a specific citation from your Terms of Service or User Agreement that outlines this policy, and clarify whether it uniformly applies to all subscription tiers, including the Starter package? Furthermore, I seek a detailed explanation as to why, given my timely contact, a recovery attempt was not feasible under these terms.
  Discrepancy Between Policy and Practice
  There seems to be a discrepancy between the stated policy and its application, especially concerning the exclusion of data recovery services from the Starter package. This raises questions about whether the inability to recover data is a limitation of the technical infrastructure or a deliberate policy decision. A clear citation from your legal documents explaining this policy and its application across different tiers would be greatly appreciated.
  Reiteration of Desired Outcome/Settlement
  Given the significant impact on my work and the unresolved nature of my requests, I wish to reiterate my desired outcomes and settlements:
  Immediate Data Recovery: I urgently request another review of the possibility to recover my lost files, considering the critical nature of this data for my ongoing work.
  Clarification of Support Tiers: Detailed information and explicit citations from your service agreements regarding the level of support provided at each subscription tier, with particular attention to the Starter tier, are requested.
  Compensation for Inconvenience: I seek a full refund for the months during which I received inadequate service, alongside a detailed explanation of how this will be calculated and processed.
  Subscription Tier Upgrade: I reassert my request for an upgrade to the Pro tier at no additional cost, as a measure to compensate for the recent service shortcomings and to align with my professional needs.
  Transparency and Accountability
  The lack of clear, transparent communication and the ambiguity in policy application have significantly hindered the resolution of my issue. It is imperative for Anaconda to provide transparent, detailed explanations, backed by citations from your legal documents, to ensure fairness and accountability in how your policies are applied to customer issues.
  I hope for a prompt and constructive response to these points, leading to a satisfactory resolution that acknowledges the severity of the impact on my professional activities. My goal is to continue using Anaconda ***** services, provided these concerns are addressed in a manner that ensures clarity and reliability in your support framework.
  Thank you for your attention to this matter.

  Business response

  02/23/2024

  Hello,  
  
  
  Thank you for your reply. We want to again apologize for the inconvenience and frustration that this experience has caused you. Regrettably, the data is unrecoverable and we sincerely regret that your data was unable to be found in the timeframe prior to complete deletion. 
  
  
  We do not currently have our data retention policy posted publicly for our customers. As a commitment to transparency and communication with our customers, we are working on posting and updating our publicly available documentation about data deletion and retention for future reference. Please note that this situation has been taken extremely seriously by our teams, and we are actively working to improve our internal and external documentation to ensure our users understand what is included in their current subscription and support tier. At this time, we have corrected our staff on the proper escalation procedures for data deletion recovery requests as a result of this situation. 
  
  
  We want to point to our Purchased vs. Free Offerings documentation at *****************************************************************************************************************************, where **************** Services are included with a paid subscription of the Anaconda Starter Tier. We acknowledge that there is always room for improvement in clarifying information for our customers, and we hear your perspective and are working to improve the way we communicate what is included in each subscription tier. 
  
  
  Desired Outcome/Settlement
  
  
  As for your requests listed, we would like to address each one individually below: 
  
  
  1. Immediate Data Recovery: Regrettably, the data is unrecoverable at this point in time. 
  2. Compensation for Inconvenience: We are happy to provide you with a full refund, please contact our support team at *********************************** with your referenced BBB complaint number and full name so that we may process this refund. 
  3. Subscription Tier Upgrade: We are able to provide you with a free upgrade to Pro Tier for ***************************************************** (2) to coordinate with our teams. 
  
  
  We hear your frustration and concerns, and we hope that the above remedies demonstrate our commitment to our customers satisfaction. We hope that our products continue to be useful in your work. 
  
  
  Sincerely, 
  
  
  The Anaconda Team 

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