How Backblaze Got Started (2017)
I see a lot of praise for Backblaze’s services and support and I just wanted to warn that I’ve had the opposite experience and am in the middle of switching to another service.<p>I’ve used Backblaze since 2010 and in the past year contacted support twice. In both cases, they were only interested in quoting esoteric policies and technical limitations rather than actually solving my issue. As in, “Oh that’s because our system works like this and this and has this limitation.” Ooookay, that’s not what I asked; I asked how to solve this problem of mine that your poor system is causing.<p>For example, the most recent time was when I started getting emails warning that all of my external drives were offline and my data would be soon deleted. Instead of “Very sorry about that, here’s how to fix the issue,” I got this long response about the ways their system looks for new files in serial and it can get jammed and start ignoring everything, with no apology, no acknowledgement this was their issue, and no solution. I had to go fishing for solutions and drag the information out of them to finally figure out what I needed to do. Which it turns out is to get back an internal drive (totally unrelated to the other drives Backblaze abandoned) I had physically removed and repurposed, put it back the computer, wait a long time for Backblaze to see it, then uncheck that drive in Backblaze and remove it again. This was a good example showing how the client design is poor and the support is worse.<p>The other two major technical issues that convinced me I need a new service asap are:<p>1. The client will lie to you and you never know what’s really backed up. Even if you use the secret alt-click to force a full drive scan, it can still miss files and tell you fully backed up when files from days ago are still nowhere to be found. Luckily I’ve never actually needed to do a restore, but I almost thought I did one time and would have been furious at all the missing files I noticed.<p>2. This might not matter to some people but absolutely no meta data is backed up.<p>I hate to badmouth them since the company seems like a really good citizen, they project a very positive image, and their software seems good on the surface. But when you dig in, there are a lot of issues with the software and service, and I recently realized having Backblaze wouldn’t actually reassure me in the event of a local disaster, so migrated away and I wanted to warn others too.