Carbonite answers my plea for help

Don’t let anyone tell you that people don’t read blogs. Yesterday I wrote an entry on my blog describing my loss of faith in Carbonite, my online backup service due to some ongoing server maintenance issue. Less than 24 hours later, Carbonite is back up and running and my backup status is already back to 100%, where it should be.

Why the sudden change? For starters this blog is starting to get very nice visibility from Google searches. And it didn’t hurt matters any that I hyperlinked the company name Carbonite in my previous blog meaning any Carbonite employee could do a link search on their own URL to see what other sites are linking back to them.

I’m assuming this is how Len Pallazola, Manager, Customer Service Systems for Carbonite found my blog. Len left a comment to yesterday’s post taking the time to acknowledge the issue (very important) and then providing a very clear explanation on how to fix the issue.

Shortly after Len left his comment I also received the following email:

For the record, the hotfix did nothing more than pop up a message on my computer indicating that my computer did not need the hotfix. But the subsequent instructions to log in to my account and reinstall the software worked perfectly.

Kudos to you, Carbonite. I can only hope this “seek out your customer before they seek out you” kind of customer service is contagious with other technology companies.

4 comments for this blog post so far...

  • #1
    March 15, 2008 at 6:16 pm

    Erik Deckers

    This shows why companies should pay attention to their customers. It gives them a chance to show that they’re good at customer service and will solve a problem. They did it publicly and received praise for it. Makes me want to use their service now.

  • #2
    March 15, 2008 at 8:54 pm

    George Jensen

    Very interesting stuff Patric.

  • #3
    March 18, 2008 at 4:18 pm

    Hans Jonasson

    Hi,

    My Carbonite have been down for days and then I go to http://www.carbonite.com the page wont load, am I the only one with this problem.

  • #4
    April 06, 2008 at 3:26 pm

    John Ennals

    Hans,

    I have the same problem. Carbonite stopped backing up about March 20th. Support tell me to reinstall, but like you, when I try to access their website it either won’t load or is very slow. When I am able to load it, I can’t download the setup program - it starts to download and after a long time gets about half way and disconnects. I have no idea what to do, everything else on my PC works fine, including internet access, dowloads etc.

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