Tag Archives: (866) GO-XDRIVE

Xdrive’s New Clothes

AOL is unveiling a new media sharing and storage service, BlueString, which gets a positive write-up from Rafe Needleman at Webware. I remain more skeptical (I give it a ten minut.es write-up here.)

Rafe is reliable on this kind of thing, so I take his word for it, but I’m nervous about AOL after a post on my blog more than two years ago became a sort of crash-site for angry users of AOL’s Xdrive product, which BlueString builds on and cherrypicks from. Complaints about Xdrive have been posted as recently as last month, in which there were three, and center on:

  • not being able to log in to access data
  • not being able to reach customer support within a reasonable time
  • charging errors
  • difficulties in cancelling the service
  • allegations that AOL customer service are not technically trained in Xdrive support
  • problems uploading and downloading files

I certainly could find no telephone number on the Xdrive website, except via a Google site search, despite the website’s claims that:

At Xdrive, we pride ourselves on providing a higher level of support than you will find with any other product on the market. Our trained customer care professionals receive ongoing education about the latest changes to Xdrive’s products and services. From walking you through registration to help you use our products, we are focused on delivering exceptional customer care.

(The number, by the way, is (866) GO-XDRIVE or (703) 433-0141, but only during the U.S. day.)

I’m afraid I can’t confirm the authenticity of any of the other complaints and allegations, but I suspect that users of BlueString might be wise to bear them in mind when using the service, and not to store anything there they haven’t got backed up somewhere else.

First hands-on: AOL’s BlueString | Webware : Cool Web apps for everyone

Xdrive Responds: Patience, Please

Further to several comments from readers about problems with Xdrive, the online storage service recently bought by AOL, I sought comment from their PR. Here, somewhat belatedly, is what they have to say:

Recently, Xdrive began a system upgrade designed to improve the quality and overall performance of the Xdrive experience. When complete, these upgrades will greatly improve the overall Xdrive experience which will result in unparalleled service and features. Unfortunately, during this process, some of our customers have experienced difficulty while using Xdrive’s services. Xdrive is aware of these issues and is working diligently to resolve them in a timely manner. We ask for our subscriber’s continued patience. For any questions or concerns, please do not hesitate to contact customer support either by email at support@xdrive.com or via phone at 866-GO-Xdrive. –Jose Martinez, Xdrive Customer Support Manager.

These upgrades should be finished any day now, Xdrive says. This comment doesn’t differ hugely from their previous one of more than two months ago, but it’s at least something. One can’t help wondering, though, whether the damage is already done. Why stick with an online storage service that offers such unreliable service for nearly three months? Isn’t the whole point of online backup to be, well, a backup?