MyPcBackup and "unlimited" storage

[click on the screenshots in this post to make them readable]

I began using MyPcBackup several months ago because it looked like a good alternative to Mozy.com (which I have used for a few years now). They advertised unlimited backup space and went to great lengths on their web site to claim that they had no limitations based on file numbers or sizes or total storage space. 
 

"Unlimited" storage page from MyPcBackup web site
http://www.mypcbackup.com/featured-unlimited-storage

My current account status on the MyPcBackup web site

After several weeks of sending data their product stopped working on my system. After several email messages involving log files, and ultimately a bug fix to the program, it started working again, for a while, but then stopped again for no apparent reason.

After another round of emails (see below), it was determined that I am being cut-off because I have used more than my limit of data storage. It appears to me that MyPcBackup intends to use their Fair Use policy to weasel their way out of providing what they promise. Apparently, my “usage greatly exceeds the average level of monthly usage of MPCB's customers, generally.”

If you have more than what I'm using (250 GB), you might end up in the same category I'm in and be out of commission. You can purchase a laptop at Costco for $500 that has double that amount of space. A backup copy of a movie can easily run 2 GB and in full HD, even more. With all of my data (50K+ images, lots of music, some videos), I have about 700 GB of stuff on my 2 TB drive that needs to be backed up.

So, anyway, I just wanted to share what I've learned about this company/service and help others make good decisions about where to spend their time and money.

The following is the email conversation I had with MyPcBackup in chronological order with the final message pointing me to section 14 of their terms:

Subject: [#8270] Missing files - from help center
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On Mon, Nov 28, 2011 at 10:51, [support@mypcbackup.com] wrote:

Hi,

Thank you for contacting MyPC Backup Support

We have received your email and will reply to it within 24 hours.

**Please do not submit multiple tickets! Submitting multiple will delay the response of your ticket, as it will put your previous email back to the bottom of the queue**

If you think of anything which you would like to add to your email to support please reply to this email, and it will update your current message.

Kind regards,

MyPC Backup Support Team
www.mypcbackup.com

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On Mon, Nov 28, 2011 at 12:06, [founders@mypcbackup.com] wrote:

Hi Doug,

Thank you for your email. Due to the total size of the files that you are trying to back up you may wish to consider a business solution to your backup needs. Unfortunately at this time we do not offer such a package and so our product may not be suitable for you. This may be why you are experiencing difficulties with the software.

I’m sorry for the inconvenience this may cause, please let us know how you wish to proceed

Kind regards,
Gabe
--
Gabriel Bernardez
Sales Supervisor
MyPCBackup
www.mypcbackup.com

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On Mon, Nov 28, 2011 at 15:21, Douglas B. McKay wrote:

Your advertising says "Unlimited Storage" as one of the features of your software. Does that mean something different than what it sounds like? I chose your service specifically because of this. I currently have an "unlimited" account with Mozy. Unfortunately, it is going to expire (they don't offer "unlimited" anymore) and I was hoping to use your service as their replacement.

...Doug

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On Tue, Nov 29, 2011 at 01:02, [cancel@mypcbackup.com] wrote:

Hi Douglas,

Thank you for writing back to us.

I have escalated your concern to the relevant department for further solution. You will receive an email from them at the earliest.

Please let me know if there is anything else I can help with.

Kind Regards,
Lucas Donald

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On Tue, Nov 29, 2011 at 02:14, [support@mypcbackup.com] wrote:

Hi Douglas,

Thank you for your email.

Currently MyPC Backup does not allow the backup of any Servers. LAN or NAS drives, due to their capability.

If you are looking for a service to backup Servers. LAN or NAS drives, we would advise contacting a company who offers a more business driven option.

You can backup stand alone hard drives or standard external/USB Drives here.

Due to the total size of the files that you are trying to back up you may wish to consider a business solution to your backup needs. Unfortunately at this time we do not offer such a package and so our product may not be suitable for you. This may be why you are experiencing difficulties with the software.


Please let me know if there is anything else I can help with.

Kind Regards,
Will Baker

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On Tue, Nov 29, 2011 at 22:47, Douglas B. McKay wrote:

Hello Will,

I am not attempting to backup any Servers, LAN, or NAS drives. I just have one drive in my system (well, two - a 64 GB boot drive, and a 2 TB data drive). I set it to only backup the files in the important directories instead of the whole drive. It did all of the document files, but stopped part way through the music files, and didn't do any of my picture files. This is just my personal system - not for business purposes or anything. I realize that I do have a lot of files, but that is exactly what led me to your solution...unlimited storage. I'd like to get it working as it seems to be a very good way to keep my files safe. I have used Mozy for a few years, but as you know, they don't offer unlimited storage any longer and I need to find a replacement provider before my subscription with them expires next year.

...Doug

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On Tue, Nov 29, 2011 at 23:50, [support@mypcbackup.com] wrote:

Hi Baker,

Thank you for your email.

Due to the total size of the files that you are trying to back up you may wish to consider a business solution to your backup needs. Unfortunately at this time we do not offer such a package and so our product may not be suitable for you.

I’m sorry for the inconvenience this may cause, please let us know how you wish to proceed.”

Kind regards,
Will Baker

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On Tue, Nov 29, 2011 at 23:52, [support@mypcbackup.com] wrote:

Hi Douglas,

Thank you for your email.

I apologize that I addressed you wrongly in the previous email.

Kind Regards,
Will Baker

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On Wed, Nov 30, 2011 at 00:34, Douglas B. McKay wrote:

Will,

So, this is the second time I have received a response like this. Are you saying that MyPCBackup IS NOT suitable for me because of the total size of my files? Or is there a chance that it MAY work if I can change a setting or whatever? I would like to get your software to work to backup all of my files.

...Doug

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On Wed, Nov 30, 2011 at 07:07, [founders@mypcbackup.com] wrote:

Hi Doug,

Thank you for your reply. Unfortunately it will not be possible to back up the increased number of files on our server. The reason for this is that such a large amount will affect the processing time for the additional files to the point that it will take an increasingly long amount of time to complete your backup.

I'm sorry about this, we are happy to fully refund any payments you have made to us.

Please let us know how you wish to proceed.

Kind regards,
Gabe
--
Gabriel Bernardez
Sales Supervisor
MyPCBackup
www.mypcbackup.com

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On Fri, Dec 2, 2011 at 10:12, Douglas B. McKay wrote:

Gabe,

I am not very concerned about the speed of the backup, just that it happens. I don't mind that it takes a long time for the initial backup - it is to be expected that it takes a long time. My files are mostly static and relatively small. There are a few exceptions of course (e.g. my image catalog database), but mostly, I create new files by scanning my family's old slides, or by adding digital images from my camera.

If we can get it to work, I'm happy to continue my account with you. Is there a fixed number of files that I should not exceed? I may be able to exclude some files, or perhaps Zip some of them up.

Thanx!
...Doug

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On Fri, Dec 9, 2011 at 20:36, Douglas B. McKay wrote:

I did a small test and removed some of my files from the backup list, but it didn't seem to help. Surely other users have more/larger files than I'm working with that they want to backup.

Your web site says:

Unlimited Storage
Unlike other online backup providers we don't limit the amount of files you can backup, enjoy the freedom of unlimited online backup.

The answer you provided below seems to indicate that there is a limit. Please let me know which is actually true. I'd still like to resolve this problem and get the software working for me.

...Doug

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On Thu, Jan 5, 2012 at 06:36, [founders@mypcbackup.com] wrote:
Hi Douglas,

Thank you for your email.

Here at MyPCBackup we do operate with a fair usage policy, our products or services are designed to serve the needs of particular types of users, such as individual consumers or small businesses.

If the service is inappropriate for your actual usage, we may require you to switch to an appropriate product or service which may result in your having to pay additional fees for use of the appropriate product or to terminate your services with us and issue a full refund.

From time to time, we may establish or amend general operating practices to maximize the operation and availability of our products or services and to prevent abuses. We reserve the right to monitor our system to identify excessive consumption of network resources and to take such technical and other remedies as we deem appropriate. Your consumption of our products or services may be deemed excessive if, within any month, your usage greatly exceeds the average level of monthly usage of our customers, generally.

In the event you are deemed to have violated these policies, we reserve the right to limit your backups or terminate your services or account.

For full clarification on this issue please refer to www.mypcbackup.com/terms , Section 14. Termination and Fair Use Policy.

However we appreciate this can be frustrating and would fully understand if you wish to terminate your services and receive a full refund.

Thank you for your understanding.

Kind regards,
--
Matt Curd
Troubleshooting & Support team
MyPCBackup
www.mypcbackup.com

It’s likely that because they are based in the UK, they aren’t subject to US laws or the possibility of a class-action lawsuit for false or misleading advertising. I don’t know the rules on that stuff anyway, but at the very least, I hope to make more people aware of how they are operating. Here are some places where you can read/submit reviews of MyPcBackup:

• C|Net
• Onlinestorage.com
• Reviewopedia
• onlinebackupsearch.com
• Online Backups Review
• The Best 10 Online Backup
  

Feel free to chime in and add your comments here.