NEW: AMERICAN SPECTATOR “RALLY FOR RUSH” … INVESTIGATION INTO THE SPONSORS WHO CANCELED AND HOW TO CONTACT THEM…. CLICK HERE
This on-line live chat with Carbonite Customer Abuse started a little after 1:45 PM (PST) March 4, 2012 and ended a little less than a half hour later. Scroll down for the audio of my follow up telephone call to their customer abuse department. The conversation with the agent in the phone call began after 15 minutes of listening to canned music and promotional announcements about Carbonite.
Ashley S. – Lewiston, ME: Hi, my name is Ashley S. – Lewiston, ME. How may I help you?
mark williams: Yes. Cancel my subscription as of the date and time you canceled your sponsorship of Rush (March 2), refund my balance to my credit card on file
Ashley S. – Lewiston, ME: Let me look into the account. One moment please.
Ashley S. – Lewiston, ME: Ok, we can certainly cancel your account with some verification. However, you are outside of our refund policy so we would not be able to offer you a pro-rated refund.
mark williams: That’s what small claims court is for
Ashley S. – Lewiston, ME: If you would like to take your request to our legal department you are more than welcome too. firstname.lastname@example.org
mark williams: You WILL refund my money. Had I known that you were using my money to censor free speech I would not have signed on. Neither do I need your legal,
Ashley S. – Lewiston, ME: Would you like to more forward with canceling the account? I would need to verify some information.
mark williams: Cancel me at once, I will file the papers to recover my money in the morning
Ashley S. – Lewiston, ME: Ok. 1. Last 4 digits of credit card used to purchase 2. Name on card 3. Billing address
mark williams: xxxx mark williams po box xxxx sacramento 958xx
Ashley S. – Lewiston, ME: Ok, thank you for your information. We are sorry to lose your business as a customer. I will see that the account is closed. If you would like to stay with me for a minute I can confirm when this is done.
Ashley S. – Lewiston, ME: Also if you would please include a statement saying you understand by canceling your account your back up will be purged and not recoverable by any means.
mark williams: You people are fanatical about telling others what to say and think. I will make no such statement.
Ashley S. – Lewiston, ME: I am sorry you feel this way but I will not be able to proceed with your request unless you state your understanding and authorization to purge your data by canceling the account.
mark williams: My account is canceled as of March 2, 2012. If the balance of my subscription does not show up on my credit card by the end of business tomorrow I will serve your agent for process of service in California with suit for damages
Ashley S. – Lewiston, ME: I will not be able to cancel the account without your authorization to delete your data
mark williams: It is already canceled Ashley, you got no choice
Ashley S. – Lewiston, ME: If you disconnect this chat now, your account will still be active on our end.
mark williams: Fine, I’ll leave it active until after the trial.
Ashley S. – Lewiston, ME: I’m not trying to be difficult, I just want you to be aware of our policy. I can cancel your account no problem, today, with your authorization to delete the data
mark williams: FYI: this entire conversation will appear in my social media and my personal web site… every word of it. I am telling you right now, that my account is canceled. I will leave this chat open and active for as long as it takes and will be calling Mr. Friend in corporate in the morning
mark williams: Maybe you should call over whomever turn it is to play “supervisor”
Ashley S. – Lewiston, ME: I will not be able to keep the chat open. I understand your frustration but I will not be able to cancel the account without your authorization. I’m just letting you know so you are aware. You are welcome to contact our legal department. Legal@carbonite.com
mark williams: Legal will be contacted by your agent here after papers are served. Now, get a grownup to the keyboard who has actual authority
Ashley S. – Lewiston, ME: Sir, I will not tolerate being belittled while I am only trying to help you with your request. If you continue to speak to me like this, I will have to disconnect the chat.
mark williams: Get a supervisor
Ashley S. – Lewiston, ME: One moment please.
mark williams: still waiting
Ashley S. – Lewiston, ME: Yes, I’m still here, I’m trying to get a hold of someone.
mark williams: Here’s what’s public so far: http://www.marktalk.com/2012/03/04/my-attempt-to-cancel-carbonite/
Ashley S. – Lewiston, ME: If I could please take down your contact information, I will put you in for a supervisor call back
mark williams: Nope. You said that if I disconnect that you will not cancel my account. This chat stays open until my account is canceled and I am assured of a refund, or until after the small claims action is concluded in several months
Ashley S. – Lewiston, ME: It is not about disconnecting the chat, I cannot close the account without your authorization for data deletion.
Ashley S. – Lewiston, ME: If you will not give me data deletion authorization or contact information for a supervisor call back, I will be disconnecting the chat.
mark williams: And I will not allow Carbonite to dictate to me what I shall write or not write.
mark williams: If you disconnect, that will be presented as evidence at trial that you would not cooperate and are essentially stealing money from me
Ashley S. – Lewiston, ME: If you wish to continue with the request to cancel your account, we need your verification in writing. I will e-mail you with instructions on what we will need from you to proceed. I will be disconnecting the chat now. Thank you for taking the time to chat with us today. If you need further assistance, please chat with us again at http://carbonite.custhelp.com/app/ask/partner/carbonite.
Ashley S. – Lewiston, ME has disconnected.
AUDIO: Carbonite Customer Abuse Agent refuses to cancel my account, hangs up on me. Carbonite cancelation
Carbonite contact information:
Carbonite CEO: David Friend
177 Huntington Avenue
Boston, MA 02115
Main Office: 617-587-1100
Toll Free: 877-665-4466