Mozy Redeem Themselves

Late last night I received the following email for Tom Metge of Mozy.

“I’ve been postponing an answer until I’ve had something concrete to give
you.  My apologies for the silence- unfortunately, we’re still buried in QA.
Anyhow, until you get back on your feet, there’s no point paying for the
service.  I’ve taken the liberty of refunding your last payment… That will
hold you out until 5/28/09.

I do have some good news for you- from your last log, I can see a number
connection errors and other network interruptions, but Mozy seems to be
plodding along, getting the job done.  You have 1.1TB backed up right now,
which is no mean feet

Hopefully the refund will help us keep things moving.  I’ll try harder to
keep you up-to-date as we get a fix out on this.  Believe me, we’re making
it a priority.  As soon as I’ve got even an alpha build of a client that
addresses this, I’ll fire it off to you.

Nice blog post, by the way.  Let me know what I can do to help turn your
opinion around.  We have nearly 1 million users, so I can’t say I’m
surprised to hear that you’ve found people having a few problems.  What may
not have come across (and that is my fault and I offer my apologies) is
that, regardless of the number, we have a vested interest in solving every
single one of those problems.

Let me polish this off with a personal promise- until we have this fixed,
you won’t pay a penny to Mozy.  That refund stands and will stand until May
of next year, at a minimum.  As we work through this, I will also make sure
that your help is appropriately rewarded, beyond the refund.  Helping us to
push the boundaries of what Mozy can and was designed to do is enormously
valuable to us.

Thanks again for the help and the patience.  Once more, I offer my apologies
for the silence.  My intention was to have a solid answer for you.  I hope
the refund and renewed commitment will stand until I can hand that solution
to you.”

I now feel that Mozy has done the correct thing and does care about me as a customer. I will continue to recommend Mozy as a god backup option as until this problem I had no issues and I now believe that Mozy IS doing everything they can to fix my problem. I still do have an issue with the current version but I am able to get some backups done using an older version of the software. I would like to thank Tom for the update and I will update my blog once I get the new version of the software.