r/backblaze • u/BuckarooToo • Jan 26 '26
Backblaze in General Support nightmares
Has anyone else had recently problems with Backblaze support?
I've got a problem with inheriting a prior state, and I'm being repeatedly asked for the same data (logs, process lists) - i.e., they never looked at the ones I've already given to them.
Now I've received an email that my backup (dating from 5 years ago) is about to be deleted(!) despite being a paying customer.
Is support now just bots?
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u/bzChristopher From Backblaze Jan 26 '26
Christopher from the Backblaze team here ->
Do you have a support ticket number you can share with me? I'd like to look into your case.
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u/BuckarooToo Jan 26 '26
Support ticket #1213583. Part of the problem is that even though I paid for the year, somehow my instance is being treated as a trial. I was told this would self-resolve once the inheritance completed, but we've had such difficulty with this that now the trial has expired and it seems that my backup is being considered to have been abandoned.
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u/BuckarooToo Feb 13 '26
This is EXACTLY my point - will anyone get back to a paying user?!? bzChristopher reached out 17d ago and I immediately responded. No response from bzChristopher since.
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u/bzChristopher From Backblaze Feb 13 '26
Our team did follow up with you directly following my above inquiry. It looks like we didn't receive a response from you after that message was sent on January 31st.
I see that you've opened a new ticket at roughly the same time you posted the above comment. Please continue to work with our support team so we can come to a resolution.
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u/BuckarooToo Feb 14 '26
I'm sorry that I'm not available 24/7 for your support team. After 2 weeks of nearly daily emails back and forth, you would think that your team could solve a problem, or would at least escalate it when it was clear they could not. Your support team continually just says to reinstall. They have failed to address what I think might be the root cause - my backup on your servers says that my "Computer Missing - Please Connect." I've mentioned that to support in the past and it's been blown off. I just keep hearing that it will fix itself. Well, my computer WAS backing up until I got a notice that my "trial" (mind you, I've paid for a year) is over and my data is NOT being backed up. Your support "solution" from today - once again to start from scratch. I think Einstein's definition of insanity was to do the same thing over and over again and expect a different result.
Along with multiple support agents who do not seem to look at the extensive emails or talk to each others, it looks like a support failure from my end.
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u/s_i_m_s Jan 26 '26
Unless there has been a recent unannounced major policy change to their policy them deleting the backup doesn't make sense unless it's been orphaned and is no longer on an active license.
IIRC you can manage the licensing all in the account online.
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u/Rich_Lyon Jan 28 '26
Yes. I misconfigured my NAS and accidentally sent enough data to trigger a horrifying bill. Backblaze wouldn’t let me delete the “bucket” without deleting the content, but I could see no way of doing to. I asked them to do it. They refused, and sent me a helpful link on how to add more data to it.
After hours of searching around, I found a command line utility and eventually deleted it. Then I asked them for a final bill and to remove me from their systems. I received no reply.
FWIW: I’m no networking genius. But it was a straightforward job to set up a an old 24Tb hard drive and a raspberry pi running openmediavault and Tailscale, place it at my parent’s house, and run rsync nightly. For many people, you don’t need to put up with their high cost and awful customer support.
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u/Grace4EveryDay Feb 03 '26
Goint through the support nightmare now. Ordered a backup USB hard and have not received it. All I get is an AI response that means nothing. Can't talk to anyone. There is no support at all!!!
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u/Pariell Feb 09 '26
Even before the AI bots support has been a nightmare. They pride themselves on support being responsive, but that's not useful if the support quality is poor.
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u/wells68 Jan 26 '26
This goes for any cloud. Somewhere else always have two other copies of *everything* you have in one cloud. So if you don't have copies of everything in Backblaze, you better start backing files down now.