Saturday, April 9, 2011

Trying to cancel MozyPro - part 1 of 6

We've been using MozPro for backups for a few years ago. But in fact we haven't actually made use of it, so I've decided to cancel and stop paying the $70-odd a month. Apparently this is easier said than done.

First I logon to our account and look for the usual suspects, "My Account", "Billing" and so on. But none of those have the desired button or link to "Cancel My Account".

Next, I go to their help system and try searching there. I search for "delete account" and "cancel account", but nothing useful appears.

OK, so it's already vaguely worrying, but let's check Google. I search for the same kinds of things but while I don't turn up anything actually telling me how to cancel, I find several posts on forums describing the very problem I'm having. For example here, and here. Now in fact I do find a couple of items describing a method for closing the account. For example here. The problem is, those instructions don't seem to apply to my account. They talk about selecting something called "My Profile" but no such thing exists on my account. Then I realize that those are instructions for Mozy, and not explicitly for MozyPro. Apparently there's a difference. Or something.

Then I realize, hang on, if I'm MozyPro then I'm paying and in which case surely there must be some kind of superior support line I could call. I did receive some recent emails from an account manager "checking on our needs" so maybe there's something there. Sure enough, I find a 24x7 support line and a support code I can use.

So, I'm on that line now. Have been for ... <checking>...13:57 minutes. Ah, someone has just answered!

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