I decided to give Mozy , the online backup service, a try a few days ago. Today, after an extraordinary amount of wasted time I was able to file a support request asking to cancel my service.
It would appear there are lots of people who get Mozy to work, but I wasn’t one of them. In the past I would have spent more time trying to make it work, but these days when I see goofy behavior, unpredictable results, and worst of all, a high impact to my machine’s performance, I delete rather than debug.
The other thing is that backing up my 300+GB of data over a .6 megabyte per second line would take, well, if not forever sufficiently long to seem so. I got as far as .7% in a few days. To be fair I’d shut off Mozy much of the time because while it was running Apple Mail wouldn’t, nor would iTunes, and doing anything was painful.
The cancellation experience was not simple. First, I dug around fruitlessly for a cancel account link. I couldn’t find it. Then I email support, only to get an email back saying that the support account (the address for which I got off their web site) is no longer monitored and I have to go file a support ticket. Filing a support ticket conveyed the unwritten message typical of haughty web services: Tell us everything we might need to know. Yes, we know some of it is trivia that you will get from us, but we need to you show your allegiance by entering it here because it lowers our costs. Don’t call us, we’ll call you thanks!
Of course there wasn’t a cancel service choice among the reasons I was asking for support. Of course I have to specify which machine (there was only one) and which user (again, only one) are affected by my desire to cancel.
This is what really irritates me about web services, and why I usually don’t subscribe to anything that requires payment. They all are more than happy to get you signed up, but canceling is a different story. The net result is that after I’ve waste my time with an unsatisfactory service, I’m further irritated by the hassle of canceling.
With our children we have a rule: How likely we are to do something (go to the zoo, visit friends, etc) again depends on how miserable it is to leave. If it’s miserable to leave we aren’t likely to do it again.
Am I likely to recommend Mozy to anyone? Nope. But more important for all the rest of you web entrepreneurs, what”s happened to my willingness to sign up for the next subscription service?