Like many subscribers to Carbonite on-line backup service, I thought about canceling my account after they dropped The Rush Limbaugh Show as a client. I decided to hold off before taking any action until after I heard what Rush had to say today on his radio show. I also wanted to see if Carbonite would back down and decide to rescind their decision to drop Rush after cooling down a little from the crap flying around over the weekend. After all, they've been his sponsor for a long time and have made a lot of money from his listeners. I was willing to stay with Carbonite if they did change their mind, at least for the rest of my subscription period which expires in January 2013.
When it became obvious that Carbonite's CEO wasn't going to change his mind, I decided to check the Terms of Service of my account. Right there in black and white it states, "Carbonite is not obligated to refund subscription charges already paid". I also found this. OK, I've had Carbonite for several years, so if I read that when I signed up (or not), I just don't remember. I've been happy with the service, so canceling it wasn't in my plan.
I was still a little confused by the one-liner about refunds, so I did some on-line research and found people complaining about not being able to get a prorated refund (one example). Another guy had to resort to the Better Business Bureau in order to get a refund after a legitimate problem with Carbonite's service. This led me to make a phone call to the company myself to verify their policy.
After remaining on the line for about 10 minutes waiting for a person to answer (I wonder if they're busy with cancelation calls), the representative verified that refunds are not given after 60 days of purchase. When I questioned him if he could tell me of any circumstances when a prorated refund would be given, he said he could not and reiterated the 60 day policy. No use arguing with the messenger, so I thanked him and hung up.
Bottom line...if any of you are planning on canceling your Carbonite subscription, don't take my word for it. Call yourselves and ask the question. Even if we legally can't get a prorated refund, Carbonite will know that their customers are thinking about canceling the service.
The other thing I want to pass along is that Carbonite offers Automatic Renewal. If your account is set up for Automatic Renewal and you plan on canceling when your subscription expires, make sure you cancel the Automatic Renewal now and mark your calendar to hire another service. It will be easy to forget about this and before you know it, you'll be a Carbonite customer for another year (unless you catch it in the 60 day window).
I am disappointed. I would like to have the satisfaction of canceling my account now to support Rush, but I can't justify letting them have my money for almost a whole year for doing nothing (remember, my account expires in January 2013). It's like cutting my nose off to spite my face. They would have my money, and I have (as Rush would say) Zilch, Zero, Nada.
Any recommendations for online backup services for when I'm ready to change companies?
Via: The DC