Even free service customers are still "customers". Mozy could have even spun this warning e-mail off as a promo for their Pro service. Send out an e-mail saying "Warning, your data will be deleted in x days", then the body can say something like "Mozy Free customers need login at least once every 30 days to keep their account active. Please click the link below and login to let us know you're still using our service. If you do not respond your data will be deleted.
You can remove this restriction by upgrading to Mozy Pro, for only $9.95/month."
Wham. Informs the customers, let's them fix their problem & gives them an alternative if they don't want to do this every 30 days.
Instead they elected to delete his data w/o giving a warning besides something deep in their ToS. There was a failure with him getting back into his account. When he finally got in and found out his data was gone, they basically sent him canned responses from customer service reps who obviously don't have the power to help customers. The only thing that saved his data was being able to write a angry blog post which caught the attention of Mozy PR. Surprise! Surprise! The data actually wasn't deleted after all.
Needless to say, if they really didn't have the data, then that would make them seem better in my eyes. The fact that they did have the data, but their customer service rep didn't have the power or the training to find it - or maybe he did but was not allowed to divulge it to a non-paying customer just reeks of mismanagement.
You can remove this restriction by upgrading to Mozy Pro, for only $9.95/month."
Wham. Informs the customers, let's them fix their problem & gives them an alternative if they don't want to do this every 30 days.
Instead they elected to delete his data w/o giving a warning besides something deep in their ToS. There was a failure with him getting back into his account. When he finally got in and found out his data was gone, they basically sent him canned responses from customer service reps who obviously don't have the power to help customers. The only thing that saved his data was being able to write a angry blog post which caught the attention of Mozy PR. Surprise! Surprise! The data actually wasn't deleted after all.
Needless to say, if they really didn't have the data, then that would make them seem better in my eyes. The fact that they did have the data, but their customer service rep didn't have the power or the training to find it - or maybe he did but was not allowed to divulge it to a non-paying customer just reeks of mismanagement.