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Mozy’s customer support is going down the toilet
I’ve been a Mozy customer for a little over two years now, and it’s taken that long to upload over 580GB of data, about 90% of which is our massive iTunes library (largely consisting of films and TV shows). On Monday I noticed that my Mozy dashboard is only reporting that I have 40GB stored in my account. Somehow, about 540GB of stuff has somehow disappeared.
I calmly contacted Mozy’s support to find out what’s going on, and this is what they told me:
On 09/17/09 At 02:45 your data was removed from the server . That happend may be you have data on the external Hard drive and you might have disconnected it while mozy back up service was running . if yes then please attach the external Hadr drive and try to restore then you will be able to see your whole data .
That was copied and pasted directly from email, including kludgy grammar, strange spaces before every period, and “Hadr drive.”
The only thing I can figure caused this is that I used iTunes 9’s new library management feature a little while ago to reorganize my media into folders according to type (music, movies, TV shows, etc.). The library is housed in our Mac Pro on an internal hard drive, so I didn’t detach or unmount it; I just shuffled all that data around. This may be an opportunity to help Mozy track down some kind of bug, and I’ll probably lend a hand if they want it. I genuinely don’t want other people to have to lose this much data due to a bug or shuffling files around, especially if it’s anything more important than mere media files.
Regardless, I finally find myself at a major fork in the road of my adventures with online backup services. I love the idea of having an off-site backup in addition to my local Time Capsule. But any of these services will involve at least some inherent lock-in because you cannot easily switch from one to the other. Couple this fact with a poor policy of dropping data if you unplug a drive and rusting customer service, and this data loss may be just the right lock pick I needed.
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