Monday, March 23, 2009

(So Much for) Trusted Carbonite: Loses Customer Data

Today TechCrunch
, and The Globe over the weekend
exposed a rather ugly lawsuit filed by Carbonite against Promise Technology Inc. The Globe quotes: "Carbonite lost the backups of over 7,500 customers in a number of separate incidents, causing serious damage to Carbonite's business and to its reputation as a reliable source for backup data service."

One of the comments on the Globe’s web site reads: “I think it's about time someone takes to task the bloated claims of an industry inundated with false promises, slick marketing and shoddy "high-failure rate" acceptance. Too many of today's technology players rely on smoke and mirrors to lull their customers into a false sense of security”.
Another one chimes in: Promise Technologies reported sales of $300k according to hoovers. Carbonite trusted 7500 customer to an start up. Good luck getting any judge in Massachusetts to hear your case. IDS is just a sandwich between two very stupid group of managers. Carbonite you made $200K in sales, in a $1.2 trillion dollar industy. Grow up...the courts is not the way.”

This from a company that built their marketing on: How will you survive a computer disaster….It turns out this data loss occurred in 2007 – after the Carbonite CEO weighs in on TechCrunch. But has the damage been done?

Curiously enough the comment posts on both TechCrunch and the Globe are devoid of comments from Carbonite – not a single post from the company. So is this an opportunity for the company – who’s CEO in an interview with Scott Kirsner
later last year said that the thing that sells online backup for Carbonite is fear – fear of losing your data?

I hope that Carbonite subscribes to one of the online social media research services (like Crimson Hexagon), who can tell them precisely the damage they have done with not addressing this issue head on.

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