Mozy, continued

The Mozy situation seems to be improving. Yesterday morning, I sent an e-mail (with a link to this post) to Mozy’s Press/Public Relations address. Later in the day, a long statement from Mozy Support Services Manager John Livingston appeared in the Mozy Community discussions of Windows and Mac backup problems. And when I checked my e-mail last night, I found a message from John asking me to e-mail or call him about my backup problem and Mozy’s response. I called last night, and we talked at length.

The discussion post, e-mail, and phone conversation suggest to me that the people at Mozy have a genuine interest in doing a better job of responding to customers’ backup problems. And it turns out that long-time users of Mozy’s free service can open Support Tickets. (See my earlier post for the details.)

Long story short: a senior engineer is looking at my backup problem (which, it turns out, may not be the same as everyone else’s backup problem). Stay tuned for further developments.

[June 8, 2010: It’s now fifteen days with no backup.}

[June 9, 2010: I received an e-mail today telling me that I need to to call Mozy tech support for instructions on how to “restore from a previous date.” I’m not sure why I need to restore, as I’ve lost nothing on my computer. I tried calling tech support twice. The first time I was disconnected. The second time, I gave up after waiting more than an hour. (Total time on hold: 105 minutes.) I’ve e-mailed a request for written instructions, having found nothing relevant in Mozy’s online Knowledge Base. It’s now sixteen days with no backup.]

[June 11, 2010: In the spirit of DIY, I uninstalled and reinstalled Mozy (why not?) and started a backup. It seems — seems — to have worked, though slowly: backing up took almost twenty-four hours. I’ve sent my log file to Mozy’s tech support (as requested). I’ve also crossed my fingers.]

[June 11, 2010: at tech support’s request, I tried backing up again with the addition of one very large file. (My choice: the wonderful short film 3rd Ave. El, from the Prelinger Archives.) This file went through very quickly. Things seem to be working once again.]

[June 11, 2010: Happy ending.]