Complaint: Beware of JustCloud Service! Let me start with the positive: lost my PC and had fortunately backed up the day before and found all my files on the online backup. So far so good. The Billing department seems to be professional and efficient, which can be noticed that reminders to pay your renewal come much faster and more frequently than a response from the technical service: basically no support until I paid extra to become a ‘VIP’ Client with quick response time. Here are the problems: – technically incompatible with McAfee Anti-Virus – backup of my new PC was blocked by McAfee and could only temporarily be overruled by switching off McAfee. As I learnt, there is an unresolved dispute between the two companies, and McAfee does not allow to exclude JustCloud from the block list. – JustCloud does know about this problem but does not alert clients BEFORE they sign up for Just Cloud. – Instead of finding a solution, i.e. switching me over at JustCloud expense, to a compatible anti-virus system, they unilaterally, against my explicit refusal, canceled my account and send a refund: as if this would resolve my problem. I was literally thrown out against my will — considering that I put had entrusted all my files, and as an independent consultant this means also entrusted my business backup, into JustCloud, this outraged me. They tried to get rid of me, because I was a problem. Below I have the transcript of my chat with the supervisor (second tier, higher level), which makes it obvious that JustCloud is struggling with McAfee and that I refused a simple cancelation and refund. – in addition, Just Cloud messed up on my renewal: after I had already paid for the renewal, they still sent me a note that all my files will be deleted within hours because I failed to renew: lack of communication between the different departments. – the restore process to my new PC was very painful: the process lasted days and I had to do it in the end in junks – the technical support AFTERWARDS told me so, but nowhere on their help-desk is this mentioned, so I wasted time with incomplete and aborted backups (if it is not complete there is nothing). – when you restore they say it is exaclty in the same structure as I had it on my old PC. Not true: each backup junk is filed separately under a separate restore file from which I need to extract it and piece together a complete hard disk backup. Very time consuming. So if you have plenty of time to waste and love to deal extensively with a company struggling to get their basic business model right, such as their relationship with an not exactly exotic software such as McAfee, JustCloud is your choice. I will try to fix my problems with them because the pain of having to switch seems even worse at this stage. Here is the transcript: Steve Ferreira (18:01): That is what the problem with McAfee we are facing. In order to add this files in the exclusion list you need to contact McAfee. Konrad Ritter (18:02): I see. Not your friends.. I think you got a major business problem there. Should not be you client who has to do that. and McAfe is not exactly an exotic software Steve Ferreira (18:03): I completely agree with you. But this is not the same with the other anti-virus companies. McAfee is doing this purposely. Konrad Ritter (18:04): I see. But unless you disclose that BEFORE I purchase your service, this is a problem you need to get fixed. I could even have gotten a different anti virus. But JUST CLOUD did not say a word!! Steve Ferreira (18:05): I understand your concerns and would like to inform you that our senior admins are in continuous talks with McAfee to settle down this. Konrad Ritter (18:06): What are the risk right now. I will not be able to use my back up_? Steve Ferreira (18:07): There is no risk as such, but McAfee may delete the app again on restart. Konrad Ritter (18:08): It seems to start up right now. Is it after a restart of the compute Steve Ferreira (18:09): The backup is currently in progress. It might be deleted once the computer is restarted. Konrad Ritter (18:10): Just right now mcafee kicked in and said it deleted a dangerous file Steve Ferreira (18:11): We are aware of this and I assure you that Just Cloud doesn’t contain any malicious file. Konrad Ritter (18:12): As I am not the only McAfee user, what is the solution you offer clients? Steve Ferreira (18:13): We are aware that it is not in good faith, but we suggest to either change the anti-virus program or we propose a full refund. Konrad Ritter (18:17): What happens to my files currently backuped wiht Just Cloud in case of a refund. Will I continue having access to them? Honestly, I have already wasted an incredible amount of time on JustCloud problems in the last 4 weeks . changing to another provider would waste even more. I would be amenable if you pay for me to switch over to Kaspersky and take responsibility to install it. Steve Ferreira (18:18): You need to restore the files before processing the refund. Once the refund is processed and your account is closed, you will not be able to access the backed up files again. Konrad Ritter (18:20): Not an acceptable option Steve Ferreira (18:20): We are facing the flagging issue with almost all the anti-virus companies but apart from McAfee the others do allow to add the files in the exclusion list. Just allow me a couple of minutess time. Konrad Ritter (18:22): Ok / as you did not warn me of this problem, despite the fact JustCloud is fully aware of it, I insist that you install at your expense *anyway not too much money compared to value of time I lost, and install it. The restore is an incredibly long process / just went through it once. Steve Ferreira (18:24): I understand your concerns over this and suggest you to contact our billing department for further assistance as I can assist you with only technical issues.
Tags: Computer Service & Repair
Address: Internet USA