Open Letter To Carbonite Customer Service

I read the statement from your CEO, Mr. David Friend about dropping advertising from the Rush Limbaugh radio show. It is obvious to me that his statement was based on what the Media Matters  (or similarly minded leftists) folks have told him.

Two things I’d like Mr. Friend to know. I originally bought Carbonite from Rush’s website, based on his recommendation.

Now that I see you have succumbed to the Left-wing blogosphere that can pump out several hundred thousand emails to threaten advertisers of conservatives they don’t like, I have disabled Carbonite and wish to cancel my subscription and request a refund for all of the 346 unused days remaining.

Following Mr. Friend’s actions and his longing for ‘a more civilized public discourse,’ he may be surprised to see that, taken to its logical conclusion, he is contributing to shutting down speech. He can advertise somewhere else if he wants. And I can get my online backup somewhere else too!

Looking forward to a speedy resolution and refund.

Above is what I sent to Carbonite’s customer service department. Your mileage may vary.

5 thoughts on “Open Letter To Carbonite Customer Service”

  1. UPDATE: Remember this from Carbonite Customer Service?

    Also because it has been less then 60 days since your renewal We will also process a refund request for you when the account verification as been received from you.

    After having not received the refund they said I was entitled to, my follow-up inquiry produced this from Carbonite.

    After reviewing your account information, it has been determined that you are outside of our return policy.

    It is apparent that there must have been a lot of people wanting a refund, because my request was submitted on the day the news broke about Carbonite bailing from Rush, and I never got the refund. Even though it was within their 60-day so-called trial period, my request along with who knows how many others, was held in a queue to ultimately go no where. In my phone conversation with them about their reneging on the refund, I was told that “they don’t give refunds for political reasons.”

    So not only is Carbonite a bad corporate citizen. They don’t stand behind their word either.

  2. I was told I would have gotten a refund if my reasons for cancelling were not “Political.” Here’s the actual transcript from customer service:
    Real Conversation with Customer Support at Carbonite – Approximately 5:00 to 5:15 PM, March 18, 2012

    Rachel H. – Lewiston, ME (Listening)
    Rachel H. – Lewiston, ME: Hi, my name is Rachel H. – Lewiston, ME. How may I help you?
    mike basham: hi
    Rachel H. – Lewiston, ME: Did you have a technical issue with the product?
    mike basham: no, i want to cancel my subscriptoin
    mike basham: i love the product, but i hate how your CEO treated Rush Limbaugh
    Rachel H. – Lewiston, ME: Unfortunately we are not giving out refunds for political views. If you did not have a technical issue with the product itself, you are not eligible for a refund. Sorry.
    mike basham: That’s absurd. I don’t want to use your product anymore. Cancel my subscription
    mike basham: It has nothing to do with my personal views.
    mike basham: Let me speak to your manager
    mike basham: If you want to turn a bad situation worse, this is the way to do it.
    Rachel H. – Lewiston, ME: I can close out the account but we cannot offer refunds for issues with our advertising choices.
    mike basham: ok, i have a techincal issue with the product. i don’t like it. i found something better. give me a refund
    Rachel H. – Lewiston, ME: The product had to have physically not worked with your computer, I am sorry but I cannot offer you a refund.
    Rachel H. – Lewiston, ME: Is there anything else I can do for you?
    mike basham: yes, get me a manager
    Rachel H. – Lewiston, ME (Listening)
    Rachel H. – Lewiston, ME: Hi, my name is Rachel H. – Lewiston, ME. How may I help you?
    mike basham: hi
    Rachel H. – Lewiston, ME: Did you have a technical issue with the product?
    mike basham: sorry, i was distracted
    mike basham: no, i want to cancel my subscriptoin
    mike basham: i love the product, but i hate how your CEO treated Rush Limbaugh
    Rachel H. – Lewiston, ME: Unfortunately we are not giving out refunds for political views. If you did not have a technical issue with the product itself, you are not eligible for a refund. Sorry.
    mike basham: That’s absurd. I don’t want to use your product anymore. Cancel my subscription
    mike basham: It has nothing to do with my personal views.
    mike basham: Let me speak to your manager
    mike basham: If you want to turn a bad situation worse, this is the way to do it.
    Rachel H. – Lewiston, ME: I can close out the account but we cannot offer refunds for issues with our advertising choices.
    mike basham: ok, i have a techincal issue with the product. i don’t like it. i found something better. give me a refund

    Rachel H. – Lewiston, ME: The product had to have physically not worked with your computer, I am sorry but I cannot offer you a refund.
    Rachel H. – Lewiston, ME: Is there anything else I can do for you?
    mike basham: yes, get me a manager
    Rachel H. – Lewiston, ME: I cannot transfer you to a manager.
    mike basham: why not?
    Rachel H. – Lewiston, ME: We have no direct way of transferring to managers.
    mike basham: what is your manager’s name?
    Rachel H. – Lewiston, ME: I cannot give out that specific information.
    Rachel H. – Lewiston, ME: If there is nothing further I can do for you I must move on to other customers who need assistance.
    mike basham: Thank you, you have been very unhelpful
    Rachel H. – Lewiston, ME: Have a good day.
    Rachel H. – Lewiston, ME has disconnected.

  3. I can’t figure it out. They give the impression that 60 days has something to do with it. From their email to me . . .

    Also because it has been less then 60 days since your renewal We will also process a refund request for you when the account verification as been received from you.

    And yours hasn’t even started, and they won’t refund you?

    So what I’m understanding about Carbonite’s customer service policies is; you can get a full refund (I didn’t ask for a full refund) if the subscription was purchased within 60 days. And, if you purchased a future subscription, as in your case, you lose it? Apparently, those subscribers who fall in the 3 to 11 month range are in the ‘you lose it’ category too.

    Can you say “class action?”

    Best advise I can give you is to use their form on the customer service page to register your request. That, at least, begins a ‘paper’ trail and gives the company the opportunity to put their reputation on the line, and in writing. Good luck! Whether you get your refund depends on whether the CEO (an Obama campaign contributor) is more businessman than political ideologue being intimidated by Media Matters and their many George Soros activist groups.

  4. Good luck on a refund. I called today to cancel my carbonite when my subscription runs out in April. The problem is, I chose to renew early last week, the same day Mr Limbaugh made his comments. When I called today I was told they would cancel my subscription. They will not be refunding my money for my subscription renewal though since this is not their policy. I told the representative, so I am being charged for a service I no longer have, want, or use beyond my current subscription. Isn’t this called theft. I got no answer other than do you have any more questions. Not their policy? The Nazis had a policy too . . .

Leave a Reply

Your email address will not be published. Required fields are marked *