May 28, 2024 at 12:52PM
Secure storage provider SpiderOak continues to face operational issues over a month after a datacenter upgrade. Angry users threaten to cancel their subscriptions after facing ongoing problems with backups. The company is honoring cancellation requests, refunding users, and working on restoring full operability. Users report issues with billing and performance. SpiderOak has been responsive through its support system and social media.
From the meeting notes, it is evident that SpiderOak, a secure storage company, experienced significant disruptions to its service as a result of a datacenter upgrade in April. This led to prolonged operational issues with its SpiderOak One encrypted backup solution, causing frustration and anger among many users. Some customers even expressed an intention to cancel their subscriptions, with reports of data not being backed up despite subscription payments.
SpiderOak has taken steps to address these issues by honoring cancellation requests, issuing refunds, and reimbursing annual subscribers for unused contract months. The company also acknowledged that communication regarding the upgrade and its duration was insufficient, leading to some users being unaware of the backup disruption.
The company is working to restore full operability, with the spokesperson emphasizing the benefits of the upgrade in terms of data redundancy, management, scalability, and disaster recovery. However, there are conflicting reports from users about the effectiveness of the restoration, with some experiencing ongoing performance issues.
Billing discrepancies and account suspensions have also been reported, adding to user dissatisfaction. Despite ongoing efforts to communicate and address user concerns, some users have complained about missing email responses and a lack of commitment to a firm date for full restoration of services.
Overall, the meeting notes indicate a situation where SpiderOak faced significant challenges in maintaining operational integrity following the datacenter upgrade, leading to user frustration and skepticism about the effectiveness of the company’s backup solutions. The company’s efforts to address user concerns and restore full operability are ongoing, with continued transparency and clear communication being crucial in managing the aftermath of the disruption.