JustCloud
Complaint 169003 Details

I am posting my horrible experience with JustCloud here.
A few days ago I signed up for the two year Unlimited upload plan, and once I submitted my application and provided my credit card information, I was asked if I wanted to add one additional year for the same cheap rate.
I did, and the total charge was USD 250.27 for three years of unlimited storage which is USD 83.42 pr. year, or about USD 6.95 pr. month, which I though was an ok deal.
I want online backup as I have about 700 GB of full HD private family video of the kids growing up.

Now, a summary of my experience with JustCloud so far:
After paying (as explained above), I download and install the JustCloud App on my PC.
I get messages such as: "License Expired" and "Account does not Exist".
After 10 emails back and forth with various support and sales staff at JustCloud, my user still does not exist. And this is after paying $250.
They told me to reboot the PC and they even suggested me to type in the correct password when I log in!
I have a bad feeling about this.
Even the names of the people replying to me look dodgy. Here is a list:

Jamie Heathorn, Lovely Oliver, Jeremy Cooper, Deon Patterson, Robert Blundetto

I wonder if there is only one person behind this, using different names trying to make the illusion that there is lots of staff working hard on our issues.
For your entertainment I am including below the complete email chain between me and JustCloud:

Here is the email chain from beginning to end:

Subject: Your JustCloud Unlimited Subscription
Hi Robert,

Congratulations on making the smart decision to backup your computer files using JustCloud.

Your Unlimited Subscription enables you to backup up unlimited data, gain access to 24/7 support and take advantage of the JustCloud 1GB Sync Folder.

If you haven’t downloaded JustCloud yet, you can easily do it here:

https://account.justcloud.com/getting-started

Reply-To: JustCloud <[email protected]>
Hi Robert,

I just wanted to congratulate you on upgrading your JustCloud account.

As you know I am your personal account manager and here to answer any questions you may have.

I also wanted to take remind you today-only you receive 50% off any of our great addons to supercharge your service with us:

http://www.justcloud.com/j/1847xhp_2655411

Remember you can also backup your iPhone, iPad or Android devices for free.

Another good thing to check out is our bonus scheme so you can recommend friends and earn bonus space.

I really hope you enjoy our service and if there is anything else you need please don't hesitate to contact me.

Speak soon,

Jamie Heathorn
Personal Account Manager

Subject: Re: Hi Robert it's Jamie
Jamie,
I am having trouble with my account.
The ref number is Re: [#629855] Your JustCloud Unlimited Subscription
I have written many times but get no reply.
The problem is that it says my Account does not exist, and that my license is expired even though I bought a 3 year unlimited account yesterday.
Your swift help is highly appreciated.
Rgds,
Rob

Reply-To: JustCloud <[email protected]>
Hi Robert,

Thank you for contacting JustCloud.

We apologize for the inconvenience this may have caused you. We have looked into your request and feel that you would be better assisted by our Technical Support Team.

We have now transferred this ticket to them and they will respond to you shortly.

Please let us know if there is anything else we can help you with. We are available 24 hours a day, 7 days a week.


Kind regards,

--
Lovely Oliver
Customer Service Representative
JustCloud

Reply-To: JustCloud <[email protected]>
Hi Robert,

Thank you for your email.

I would request you to follow below steps as you are getting message of expired License:-

- Open the justcloud application
- Click on the "Settings" option
- Select the "Authentication" tab
- Re-enter you email Id and password in the provided text boxes and click on
"Update password"
This will allow the application installed on your computer to communicate with
our server correctly.

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

Kind Regards,

--
--
Robert Blundetto
User Experience Team

Subject: Re: [#629855] Your JustCloud Unlimited Subscription
Hi, when I follow the below steps, I get Account not Found.
Here is a screenshot:
(I attached a screenshot)

Reply-To: JustCloud <[email protected]>
Hi Robert,

Thank you for your email and screen shot.

I have gone through your screen shot.

I request you to try again and make sure you type a correct password.

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

Kind Regards,
--
--
Deon Patterson
User Experience Team

Subject: Re: [#629855] Your JustCloud Unlimited Subscription
Do I have to type a brand new password? I am typing in the same password I used when I signed up.
Can you see if there are any errors with my account setup?
I already paid for 3 years unlimited storage yesterday.

~Rob
~Sent from my iPhone

Subject: Re: [#629855] Your JustCloud Unlimited Subscription
Any update on this?
I see License Expired and 15MB available. I bought 3 years unlimited storage yesterday.
I am typing in my correct password.
Appreciate your swift professional help.

~Rob
~Sent from my iPhone

Subject: Re: [#629855] Your JustCloud Unlimited Subscription

I just changed my password online (see email below) and tried to update the same in the application. I still get: "Account does not exist".
Please help.

~Rob
~Sent from my iPhone

Reply-To: JustCloud <[email protected]>
Hi Robert,

Thank you for your email.

I request you to restart your computer and then kindly re-authenticate your app by re-entering email and new password (Which you changed earlier) in settings, then to re-boot PC.
This should fix the issue.
To authenticate, Go to desktop application >> Click on "Settings" >> Click on" Authentication". Enter your email
address , password.and confirm password Then Click on Update Password.
Now you are ready to backup your device.

If it's not work then close the app and go to C:\Program Files\JustCloud (possibly C:\Program Files (x86)\JustCloud ) and delete the folder called 'Config' Then in the same folder (C:\Program Files\JustCloud ) please open the file called 'Signup Wizard' and let me know how you get on once you have re-entered your login details that way.

Note : Please use your new changed password

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

Kind Regards,

--
Jeremy Cooper,
User Experience Team


Subject: Re: [#629855] Your JustCloud Unlimited Subscription

I tried this but no luck.
When I log in it says: "Retrieving setting from Justcloud servers", which means the app should get the most recent data from the servers. It still says: Licence Expired.
Sending you two pictures of my screen.
(Attaching screenshots)
How come my account is not found?
Is it a bug in the Justcloud system?
Please look into this. I do not know what to do anymore.

~Rob
~Sent from my iPhone

Subject: Re: [#629855] Your JustCloud Unlimited Subscription

JustCloud,
Due to your services not working I am canceling my membership and I want you to refund the full amount I paid you yesterday.
I paid upfront $250.27 for three years of storage, but after reinstalling the app, rebooting the computer like you suggested, I still get: "Account does not exist" and "Licence Expired", and I have of course not been able to back up anything.
It should not be like this. These kind of services that you have are supposed to work and be solid.
Please reply to this email and verify that you are returning my funds.

Robert


Reply-To: JustCloud <[email protected]>
Hi Robert,

Thanks for your email

I’m sorry about the problems you are experiencing.

One of the best ways for us to find the fault is to take a look through some error logs within your application to see exactly where the problem lies.

Please follow these steps:

1. Hold Ctrl + Right click on the Application icon in your system tray. (The system tray is in the bottom right of your screen, where your clock/time is located)

2. From the menu that appears click 'Generate Troubleshooting Data'

3. This will create a zip file on your desktop which contains all the information we need to troubleshoot the problem.

Please attach these files in your reply and we will pass this on to our development team for investigation.

Thanks again and we will work to get the problem solved as soon as we can.

Kind Regards,
--
Jeremy Cooper,
User Experience Team


Ok folks, I just had to share this.
Now, I will have to go through a battle to get my money back.
Please reply to this if you have any experience related to this and if you are also trying to get a refund. Let's team up and try to get our money back.

Rob