Slow support has been a chronic problem with CP since the day i signed up a year ago. one bad review carries the weight of eight good reviews. management doesn't appreciate that the cash cow of new customers coming in can quickly evaporate if existing customers experience bad support and are not mollified. inability to scale up to meet the demands of customers. I've also worked for eight startups over the last twenty years, and i've seen this phenomenon before. i'm a crashplan + account holder, and i've had countless issues with my personal account as well. i'm recommending to him that we cancel the account. I recommended we use CP pro to my CTO, he purchased the account, and it's really rather useless. six weeks later, zero actual information on progress of a fix, besides 'we're working on it'.

i first reported that specific failure on august 16. they all give the message 'System error: If problem persists contact i did so. I've tried doing it with different devices that are online, doesn't matter. i cannot perform basic, necessary administrative tasks (editing the file selection of a remote device while it's online) i've attempted it using: really? is it number three in their queue, or number 1300? will the fix occur in a few days, a few weeks, or a few months? the UI is broken. It doesn't matter which support tier an issue is escalated to whomever has ahold of the ticket should be able to respond with some information more than 'it's been escalated to X tier, they're working on it'.

it's pretty pathetic.Īnyway, I've sung the praises of CP here before, and felt I should share my current frustration: CP is a great product, but apparently management can't be bothered to hire more support staff - any inquiry usually takes from two to four days to get a response. Following is the comment I left after clicking 'unsatisfied' in our support ticket for this issue.

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