Craig Burton

I have been a Mozy user for the last 18 months. For the last year, I have been a paid Mozy user.

For the last year—I know I can hardly believe it—I have never been able to get a complete backup of my computer with Mozy. Judith’s computer backs up just fine.

I spent hours and hours with tech support trying to figure out the problem. Finally tech support at Mozy just throws up their hands and says “we will call you in a few days with a fix.”

Then I just wait and wait. No calls. No fix. No backup.

Every few weeks I would start the process again with the same result.

Then the other day my credit card was maxed and my Mozy monthly bill didn’t clear. I received a reasonably nice letter informing me of the problem and that I needed to resolve it.

A few days later I received an email saying that if I didn’t fix the credit card problem, my service would be cut of in a few days. This doesn’t work for me. I sent back a letter detailing the sequence of things and told Mozy that not only was I not going to give them a new credit card, I expected a full year’s refund and I wanted the problem fixed.

I received a not so nice letter telling me the Mozy policy and that I had no money to be returned and that my account had been canceled.

Whoa! Dale Olds son works at Mozy, Drew Major was a first investor, I know these people, let’s see how high I can take it. Let’s copy everything to the PR department, support, sales and anybody else I can find.

The next day I received a phone call from David Dreyer Director of Support Operations at Mozy. David was awesome. The epitome of support and courtesy. He handled me so carefully. Apologized thusly, “We want to apologize, we have no idea why this happened. We are working very hard to insure it doesn’t happen again. We would love to give you a year of free service. We will do anything we can to make your experience with Mozy a pleasant and successful one. We recommend taking these steps to fix your problem now, we will fix the problem as soon as possible.” You had me at “We want to apologize..”

This guy is seasoned, knows how customer support should work. David, you know how to do it right. Thank you! I will make sure this post goes to the highest people in the company and that everyone knows of your excellent support prowess.

I love it when a support department understands the purpose for policies. They are guidelines. They are not mechanisms with which to punish your customer. Using policy to enforce unreasonable support results is customer abuse, not the other way around.

David Dreyer and his team at Mozy deserve the Burtonian Best Support Ever award.

Mozy is a great technological product, with great support. I would recommend it to my colleagues and constituents anytime. I hope they get it to work on my machine soon.