When I purchased my SpiderOak account everything seemed to be going well. The service is twice as expensive as BackBlaze and CrashPlan but has better security. The software UI is also quite intuitive. The only problem was the support. A couple of weeks into my subscription my client died. I’d try to restart it and it would die again. I looked into the problem and then I emailed support at SpiderOak. Then I waited. Then I got an email from someone at SpiderOak saying that an ad campaign really paid off and they were signing up a lot of clients. They’d get back to me.
They never did.
I sent other emails. Sent my log files in. I was very, very polite. Over a week went by. Finally, I asked told them I’d really rather not work with them any more.
More time went by.
Finally, someone got back to me. They gave me instructions on how to cancel my account. They said they were sorry but they understood. Then they also told me how to fix my original problem. I would have stayed with SpiderOak if they had done something, anything more than that. I realize margins are tight but surely they could have thought a little bit about how to give me some confidence in their support. Instead, I was left with the distinct impression that their support staff is either chronically understaffed, under qualified or just doesn’t give a damn. Either way, it made me realize that this was not a company I could count on if something really went wrong.