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Carbonite Moves All Customer Support to US For Improved Experience

Carbonite just announced yesterday that they opened a new facility in Lewiston, Maine dedicated to customer support. Not only did this mean 150 new jobs in the area, but it means that 100% of Carbonite’s phone, email, and chat customer support services are now US-based.

Our customers rely on us to back up their valuable digital data, from irreplaceable pictures to accumulated music files, to important records and documents. When they experience a data disaster and need to restore everything from Carbonite, it can be very stressful for them, and we want we have the right people in place to assist with consideration and technical expertise.

The facility was actually up and running this past summer (sometime in June,) ahead of schedule. The 150 new employees are split up between the customer and technical support teams, so no matter what type of support you need from Carbonite, it sounds like you’ll be talking to a qualified individual here in the US that has a firm grasp of the English language!

“Customer service is a core element of the Carbonite brand. Our customers rely on us to back up their valuable digital data, from irreplaceable pictures to accumulated music files, to important records and documents. When they experience a data disaster and need to restore everything from Carbonite, it can be very stressful for them, and we want we have the right people in place to assist with consideration and technical expertise,” said Carbonite Chairman and CEO David Friend.

It’s one thing if you’re activating a credit card or asking about an extra $2 fee on your long distance bill, but if you just had a serious data disaster and need real help, you want someone in America there to help you through it. As a Carbonite fan myself, I’m very pleased to see them take this stance on customer service.

What are their hours? Carbonite has phone support and live chat seven days per week, from 8:30am-9:00pm Eastern time. That’s pretty good. On the East Coast, you can contact support well into the evening after normal business hours, and on the West Coast, you’ll have plenty of time to call in the morning.

That got me thinking – how do other online backup services compare? (Specifically in customer support quality.)

This is what you really want to see:

  • Native English speakers, in North America.
  • 24/7 phone and live chat.
  • Quick email responses.
  • Smart, qualified representatives.

And here’s what a little digging turned up:

Mozy has offices around the globe, but when I look at their tech support, they’re missing a few key components. Phone support is only available to MozyPro subscribers (their business customers); MozyHome subscribers are limited to live chat and submitting cases (similar to emailing them.)

SugarSync takes a similar approach – phone support only comes standard on their Business subscriptions. You can add unlimited phone support to your individual paid or free account for $99.99 per year, though. The posted hours are very similar to Carbonite’s, just on Pacific time. They also provide e-mail and live chat.

CrashPlan offers support tickets, email, and phone support (7am-7pm Mon-Friday and 9am-5pm Sat-Sunday Central time) for CrashPlan+ subscribers. There’s a phone number for both the United States and Australia.

MyPC Backup only provides tech support via email. Their phone support is strictly for billing-related questions.

Dropbox does support tickets, while phone support is reserved for Teams accounts (the ones that start at $795/year.)

So, it looks like Carbonite is definitely one of the best online backup options if you value customer support!

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