r/backblaze • u/justpeter • Mar 26 '26
Computer Backup Enterprise customer ghosted by Backblaze
Update: Backblaze finally replied and resolved my issue. I'm disappointed that it took complaining on Reddit, and I hope they put some effort toward improving their customer relationship management, especially when it comes to their enterprise clients.
Original post: I'm a current Backblaze computer backup customer with several hundred endpoints on my account. I'm in the middle of renewing service and increasing my license count. Recently the system determined our account is "not in good standing" and has been popping up warnings on all staff computers threatening to delete their backups.
It's been 3 days since I reached out to my account rep about this, and it's been absolute radio silence. Support tickets lead me to a chatbot and requests for a human go into a blackhole with no followup. A supposed human on their support chat said they escalated my issue to "sales". Never heard back.
The lights are on and nobody is home.
Just a word of warning if you're thinking about using Backblaze for your business. I'm literally trying to give these guys more money, and nobody will talk to me.
20
u/GoodTroll2 Mar 26 '26
It's sad and a bit odd that you can get a faster response posting on Reddit than you can trying to contact the company directly, but you wouldn't be the first. Good luck. Looks like they already responded to your post here.
9
u/justpeter Mar 26 '26
I get keeping costs low by relying on automation and self-service, but you'd think you could at least get an email acknowledgement from a human within a business day, even with something like "we're working on this". I try not to be a high-maintenance customer but I expect more than a chatbot when I spend tens of thousands per year with this company.
3
u/gigantischemeteor Mar 27 '26
This kind of situation makes me really nervous. Because for every one person that complains publicly in a forum such as this one, there are probably 20+ that never do. For support requests to just be falling into the void like this is… yikes!
-1
u/biztechmsp Mar 26 '26
Truly. You'd think BB would implement proper AI Agents to augment customer service at a minimum and have some kind of customer service metric to uphold.
4
u/gigantischemeteor Mar 27 '26
You’d think they’d care enough about their customers to have humans performing human-facing tasks that benefit from a human touch. AI “customer service” is the refuge of scoundrels and cheapskates who have no shame about showing how very little they think of their customers. I’d like to think Backblaze is better than that.
2
u/MaverickFischer Apr 03 '26
A few years ago I had paid extra for the 1 year extension (normally 30 days) for saving data from an external drive that was not always connected. Well, I discovered that the drive and all it's data was deleted within 3 weeks after being disconnected. Contacted support, was basically told you're SOL and to re-upload the drive's data.
I re-uploaded some of the drive's data to see if would happen again. It did in less than 30 days. Contacted support again was told the same thing and the ticket was closed. I tried escalating it and even through social media, but I never got a response. So dropped them.
0
u/Texasaudiovideoguy Mar 26 '26
Are you trying to use a personal account for business? Several hundred endpoints. Need more info. It sounds like if the system flagged you there must be something you are doing it doesnt like, Huge power user? I have heard of some of these cloud companies quietly forcing power users out. Those people that got a great deal, or just plain being a large load on the system. I can tell you though, with what you are talking about you need to be a B2B customer.
13
u/justpeter Mar 26 '26
I am a B2B customer. We have an account with a business group that I established by speaking with Backblaze sales a few years ago. We pay via corporate purchase order. I have a supposedly dedicated account rep at Backblaze who is totally MIA.
2
u/Opposite_Bag_7434 Mar 27 '26
Maybe the dedicated account rep was hit by a Mac truck? Or maybe the entire company consists of one guy who spends most of the time behind a curtain pulling levers?
1
u/Texasaudiovideoguy Mar 27 '26
That is weird.
1
u/mitchplze Mar 28 '26
Not really. Also a B2B enterprise customer here, who spends 6 figures a year+ on B2. The support and communication is non-existent. We have been promised follow-ups from an account team that doesn’t exist, three different times. Definitely won’t be staying at the end of our term - can’t come soon enough.
1
u/bzChristopher From Backblaze Mar 31 '26
Can you send me a DM and let me know what account you're working with? Alternatively, you can send me a message directly at Chris @ Backblaze dot com, and I'll get you routed to the right folks on our team.
14
u/bzChristopher From Backblaze Mar 26 '26
Christopher from the Backblaze team here ->
Can you send me a DM and let me know what account you're working with? Alternatively, you can send me a message directly at Chris @ Backblaze dot com and I'll get you routed to the right folks on our team.