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Business Profile

Computer Hardware

Code42 Software Inc

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Code42 Software Inc's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 2 total complaints in the last 3 years.
    • 0 complaints closed in the last 12 months.

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    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint type

    • Initial Complaint

      Date:09/05/2022

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I requested support (case #******) from Code42. The problem is that the software is buggy (possibly by design) and is stuck synchronizing block information repeatedly, and only occasionally spending time doing actual backups. The software previously allowed users to change how often synchronization and other maintenance happens, but they disabled this feature. I asked the rep ********* to escalate, as the rep clearly didn't understand what was going on (I have over 1TB of data not yet backed up, though ******* insisted that my backup was complete.) I would like a refund for last month's service and would like you to get me to a more senior tech support rep who is capable of helping with this problem. Alternately, please upgrade me at no cost to a plan that allows API access so that I can change the maintenance rates myself.

      Business Response

      Date: 09/12/2022

      Hello ****,

      We have heard your message, and have reviewed the ticket in question, thank you for providing that information.

      Your ticket is being assigned to another (Senior) Agent per your request. They will assist you moving forward in your ticket. We are unable to offer a refund for the CrashPlan for Small Business subscription due to the fact that data is being stored, and maintained on our servers for this account. Questions you have about any additional options within the product will be addressed by your Agent in the ticket.

      Customer Answer

      Date: 09/14/2022

       I am rejecting this response because the case is still being worked on; it's unclear whether or not it's actually been resolved. They did assign a more senior support rep, which shouldn't have taken a BBB complaint to achieve. They have not upgraded my service or refunded last month's service to make up for the support deficiencies. 


    Code42 Software Inc is NOT a BBB Accredited Business.

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