TOD WICKS  I had been using Mozy for the Mac since it was in beta in 2007. Things had been going along pretty smoothly until August of this year (2009) when suddenly connections would be dropped when backing up either of our two computers. I ran several network speed tests and all passed with upload and download speeds right at my ISP's specs. I uploaded and downloaded several gigs of files to my remote host and never encountered sluggish or complete shutdowns in speed. I was completely satisfied that my Macs and my network connection were reliable.

When I contacted Mozy "support," I got no response for a week. I sent multiple messages and included my primary and alternate email addresses as well as my phone number. Still no luck except an automated response providing me with a trouble ticket number.

I had had an email correspondence with one of their technical engineers in March or April so I began copying him on my emails. Even those went unanswered.

I found that Mozy had been acquired by some larger (ie cost-cutting) firm and one of the things that went by-by was the toll-free tech support number. There was no way to easily get in touch with Mozy support!

I tried the "live chat" route and had a drone on the other end who had no inkling of what I was trying to describe as my problem, even though I was copy-pasting info from the Mozy log into the chat window. She went off onto tangents, such as "What's your ISP?" "Uh, Comcast." "Oh, yes, Comcast has been known to have service disruptions in the past. Do you like lamb and curry?" I thought that well, every ISP has had disruptions in the past but I can prove that that wasn't the case with me.

I located the Mozy Business services blog and wrote a comment at random to one of the blogger's recent posts, begging him to get someone to contact me and help me get my backups working. A week later (now nearly three weeks into my odyssey) he responded and appeared to take some semblance of ownership of my case. Also at that point I simply wanted a refund of the unused amount of my advance subscription. Done he told me. Nothing further happened, no further contact with me.

Then I researched the company and found the VP in charge of Decho (Mozy) and wrote him a letter sent by the old-fashioned way - the USPS. No response. Dog-gone it. What is with this outfit where no one gives a flying teabag about a customer's problems?

Finally, on October 14, six weeks into this journey to nowhere, I get a note from someone informing me that my credit card account has been credited with the balance on my subscription. I quickly went to my CC online service center to verify (and to take a screen grab!) that I had finally been credited.

This outfit used to be really responsive. Now they simply wade about in copious amounts of deep kaka. Furthermore, the treatment I received has demonstrated yet again how truly awful off-shore tech support has become. Can you spell i-n-d-i-a? Very precise English but not an ounce of technical expertise or individual initiative. Why did no one take total ownership and responsibility of my case? Why did no one telephone me as I had suggested? Because those are things not spelled out in the little drone handbook and script they read from.

If you're looking for mission critical cloud backups, Mozy is NOT for you. However, if you enjoy online mystery or hidden object games, then try Mozy - see if you can find the hidden tech support engineer within five calendar days. Bonus points if you find the lamb & curry.  
(Version 1.5.2.1)

FRANKO  While I have none of the problems aforementioned by fellow users, 1 problem that still keeps me away if Mozy's annoying feature which disallows my Mac from sleeping as per Energy Saver settings.

The same, btw, exists for iDrive so I'm quickly running out of offsite backup solutions :(  
(Version 1.5.2.1)

RMF  I quit Mozy after more two years as a paying customer and beta tester. The product failed to do scheduled backups and went through a multi-day seemingly endless "restore" routine on their servers that merely recreated my old data. This left me without useable offsite backups for newly created data for the 10 days that this restoration process went on. This happened twice in a 60 day period. They had no solution other than deleting and reinstalling. There was never a satisfactory explanation or fix.

Their support service was TERRIBLE. I cannot emphasize enough how bad Mozy support is. Imagine the worst in the industry and then some. I could not get a straight answer or solution to the problem despite dozens of emails and attempts to use their on-line support system. It was endless mindless email replies from South Asia that did did not respond to the problem and offered nothing but "solutions" from the procedures manual. I corresponded at length with purported Mozy engineers in Utah. Responses were slow or non-existent. There was never a solution to the problem. I was told repeatedly that a new update would fix the problem. There were at least 2 during this period, but the problem would come back despite the purported fix. Even trying to cancel was a huge annoyance as I had to make a long distance phone call to Utah to get it done. Since an offsite backup that isn't reliable is useless I quit and went with Backblaze.   
(Version 1.5.2.1)

BLUESTAR  I just updated from a previous version. Opening the file selection window tells me no files are selected when there are about a dozen. Also, I asked the MOZY team to indicate the release DATE for the software downloads on their downloads page not just the Fing version number, so one doesn't have to go to their MOZY on the computer and through several clicks find the app and its version number. This should be really simple. They are too lazy to do so. I've uninstalled this program.  
(Version 1.5.1.5)

JERNOMER  Why is the 'Download Now' link at the top not actually allowing you to download the product, but instead a (sneaky?) referral link that takes you to a registration page? It seems to be the work of someone trying to boost their own referrals...  
(Version 1.5.1.5)

STEVE COPLEY  I've been using Mozy for about a year and a half. I've recommended it to friends and family (Windows PCs). But I'm now probably going to stop using it and change to either CrashPlan or SpiderOak (I'm trying out both this week before making my final decision).

Why? It's not the interface / features - I really like how Mozy works and how nicely it fits in with OS X (clean, consistent UI). It's the intermittent connection issues I've had.

As I write I have 2.5GB of updates to upload (some new pics in iPhoto) and Mozy has been attempting to upload them for almost 5 days. It's managed 300MB so far. The log file is full of 'failed to write to output stream' errors.

A live-chat to support resulted in some fiddling with my account (at their end) and uploads beginning - but this only lasted for a short time. A subsequent e-mail has so far not been responded to (3 days). The connection issues are definitely Mozy-related - CrashPlan and SpiderOak are happily using my (slow) Internet connection to upload a bunch of files right now without complaint. Mozy is stuck at 0.0% as always.

When I was having similar issues in the past I was instructed to re-install the client and that it would 're-sync' with the files already uploaded. It didn't and I was faced with waiting 2 weeks whilst all my files uploaded again. Not good.

Frankly, you want any back-up scheme to be reliable and trouble-free. My experience with Mozy has been neither. Time to switch.

SC  
(Version 1.5.0.9)

TPRESSMAN  I just had to do this uninstall, reinstall, reconfigure a week ago. I am uninstalling Mozy and switching to another product. Mozy is causing corruption in it's own configuration on a regular, consistent basis. For this reason, it is useless. Between the high memory use and guaranteed self-corruption, what's the point?

-Trevor

On Aug 26, 2009, at 6:38 AM, Shekhar Sengunthar wrote:

Hi Trevor,

Thank you for contacting Mozy Technical Support. I understand that the backups are not working. I have checked your log file, and the Mozy client configuration is corrupt. We'll have to reinstall the Mozy client. I suggest you to follow the following steps:

1) Please uninstall the current version without saving the Configuration.

2) Reboot the computer(Very important), and install the latest client from the following link:

https://mozy.com/downloads/mozy-1_4_3_3-7023.dmg

Run a backup, and let me know the result. Based on your reply I'll update your ticket.

I look forward to hear from you. Have a great day!

Best Regards,

Shekhar

Technical Support Representative

Mozy Support

Mozy Support hours

24/7/365

Please visit the following website to access our support knowledge base:

http://support.mozy.com

Ticket Details

Case ID: IAV-907618  
(Version 1.4.3)

KKRUSS  I've had the same memory leak problem mentioned below. Starts up around 50MB and by the end of the day it is taking up to 1.1GB of memory, even though it hasn't run any backups. I have for force-quit the program, then it reloads and the process starts all over again.

I was working with Mozy's support people (who had be uninstall and reinstall). After that didn't work, radio silence from support -- I got an email saying they had closed the ticket and asked me to fill out a questionaire on my satisfaction with the service (which was not very high).

It seems like a nice program, but I can't have it taking up all the memory in my computer.  
(Version 1.4.3)

G. I.  1.4.1 is the same crap on Tiger like 1.4 was. Both configure and the system prferences pane quit "unexpectedly", backup doesn't do anything.  
(Version 1.4.1)

J SASAKI  Sign up for Mozy Free.

Install Mozy, run or first time. Setup Assistant never stops scanning files. (We're talking hours, on a 160 GB disk.)

Uninstall. Reinstall. Same problem.

Uninstall. Hand-delete Mozy application (turns out uninstaller assumes it's in ~/Applications/).

Reinstall. Setup Assistant does stop scanning files and starts reporting size of planned backup, but then it goes into beachball loop before completing configuration.

Force quit, uninstall, reinstall. Same problem.

Force quit, uninstall, reinstall. Same problem for third time.

Uninstall, cancel Mozy account, write MacUpdate review.

Begin wait for version 1.5 or maybe 1.6.  
(Version 1.4.0.6)