Friday, December 30, 2005

Problems at Xdrive?

UPDATE: Effective 2/7/2006, I canceled my xDrive account after being told that my issue was still "hundreds, if not thousands" behind others in the support queue. If that isn't a reason why people should stay away from this company, I don't know what is.

Looks like I'm not the only one either with problems with xDrive.

I was looking for a reliable online backup facility. I agreed to pay them for the full year up front. Although my 5GB drive has approximately 1 GB free, one of my regular backups hasn't been successful since October.

I also received a nice little missive that said "we've moved to a large system upgrade intended to improve the overall performance. As a result, the service has been unreliable. We do not have an ETA as to when the site will be completely fixed."

Unreliable? I can't even back up or upload a file without an error.

I've been dealing with Henry Forrest who seems very interested in helping me but back on December 6th, I was told to be patient. My recent email from yesterday was greeted with a "Please provide me with your user name and password" - huh? That's a workaround answer and I know it. You HAVE my user name - it's on the case #. Their "superior customer service" list doesn't even note that there is a problem although the forums are fairly detailed with some flame comments.

According to the most recent post, Molson reports that their recent patch (from last week) had to be rolled back. Argh!

Patience has its limits. I hope 2006 brings a completely improved XDrive, otherwise it will suffer the same fate as those companies who just can't deliver what they promise.

Update: I think what bothers me most about this whole thing is that I prepaid the year for only 5GB and I could have put the same money towards a 200GB USB drive that would have allowed me to back it all up and more. And the bad reviews for xDrive keep on coming.

loose wire: Problems at Xdrive?

13 comments:

Rodney said...

I completely agree with you. I had nothing but problems and their cancallation completely sucks. How does an online backup service not have an online cancallation for the account.

On top of it my first support request to cancel the account took 10 days for them to respond and then they told me I had to call in to cancel it. So 4 times on hold for over 30 minutes each and still couldn't get through. The 5th time I finally got through around the 45-50 minute mark. What a joke.

I wish someone would start a class action lawsuit against them or the FTC come down on them for false advertising. Worst of all is PC World's review making it sound like a great service.

I've posted my correspondance with their technical support at:
http://www.cadzation.com/xdrivesucks.htm

Andrew MacNeill said...

What was worse is that I canceled it in January and then they attempted to recharge me again in April, and then again in May for the entire year.

I took the cancellation number back in April but when I brought it back up in May, they said "that's not a valid number"

Very frustrating - I feel for their support people - maybe it's a runner up for "worst job in the tech world"

Anonymous said...

Have you tried Data Deposit Box? Their online backup service is excellent and they will even talk to me on the phone! My 2 cents... C.Brown

Anonymous said...

I have sent over 20 emails, posted comments on their forums and still can't get them to cancel my account.

I have sent info about the company to the Federal Trade Commision, so maybe something will happen (but I'm not holding my breath)!

Anonymous said...

Thieving bastards. Similar to all the experiences above, I trialled Xdrive, it was too slow, so tried to cancel. There was no way to cancel Xdrive on their web site and money started coming out of our account. I don't want to be put on hold on an international call which according to other experiences above won't make any difference anyway.

If anyone reads this in the US, please alert your consumer affairs department and throw a brick through their window for me.

I have just cancelled my credit card have now have to wait 7-10 days for a new card to arrive. Pain in the arse!!

Jesse said...

Sue them - Really! Class action is a powerful weapon.

It's 2006-Oct-20. The service still sucks. The backup does not work as it sould. I am happy that I have not paid a dime.

Renee Roberts said...

They continued to charge my bank account long after I had cancelled (my husband was the subscriber, and he passed away). I sent them a letter, along with a copy of his death certificate. Although the charges have stopped, I still don't have any of my money back.

Let me know if anyone starts a class action suit. I'll join it in a second.

Anonymous said...

Amazingly, this company is still at it. For many people it is virtually impossible to cancel a service that is useless, and often times, not even purchased!

I am a seventeen-year litigator w/class action experience in so cal. I am thinking of filing against this company. Anyone willing to participate in a class action? post your email and I will contact you directly.

John said...

I would like to sue them as well. XDrive worked before AOL bought them. Since then nothing works.

I'm still trying to get my data back that I uploaded when XDRIVE owned it.

Their India help desk is worse than horrible.

Better stick with a USB external drive. That way I know where it is and can retrieve it.

Anonymous said...

I think you are all correct. We do need to get together and get an attorney to start a class action lawsuit against Xdrive @ aol.
I am looking into this now, and trying to get up as many people as I can to join the suit.
I am searching the web for people who have experiences just like you and i. Hopefully we can make a change to their new delhi, india customer service, and their backup product that not only doesn't work, but actually crashed our server causing data loss.

Anonymous said...

I too am a former Xdrive user. I paid a fortune for a program that did not allow me to log in on a regular basis and always had errors even when it did. I had to look up on google how to cancle the account as they did not even have a phone number listed on their web site (probably because they were tired of everyone being able to cancle their service easily so they had to make it harder). I would join a class action in a SECOND against these people

Anonymous said...

I tried to sign on today to find that my sign on no longer works. I signed on with my AOL sign on and it did work. I followed through to the Xdrive and my files are no longer there. Where did you people locate an email or a telephone number? This was such a good company years ago and once AOL took it over it went downhill. I'm in the for class action.

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