Terrible in every respect: both the product, as well as the internals of the company, including customer support.
We signed up for a free trial about a year ago, in late 2019. Once we were able to test everything out, we upgraded the free trial by obtaining a paid subscription.
1.5 months ago, we ran some tests. That's when we discovered that no Shared Drives had ever been backed up (despite the success during our free trial). The company admitted that they had screwed up. Their only solution was to cancel the current subscription, and to start a fresh one. There was no way to transfer the properly backed up files to the 'fresh subscription'. Result: losing all the files that had been properly backed up. In other words: no way to salvage almost a year of (partial) incremental backups short of downloading every single incremental backup locally.
We decided we had had enough. They agreed to provide us with a full refund for all expenses incurred. They said "We have agreed with you that we have messed up on our end and that is why you are receiving your refund which you will get momentarily." Despite this, 15 days later, we were billed again.
It is abundantly clear that they are attempting to avoid refunding us. They claim that, due to more than 6 months of refunds being required, the refund cannot occur by credit card. We were therefore asked to fill in a form re our company name and banking information, and how the refund should be effected: ACH, check, or wire. We chose check.
10 days later, we were informed that in order to process the refund, we would need to fill out an IRS W-9 form despite the fact that we are not located in the US and this therefore does not apply to us.
4 days after that, we were told to fill out an IRS w-8BEN-E form, despite that this form does not apply because this is a refund, and not taxable income.
One week later, we were told that, due to COVID, checks were not being issued and this, despite that a form to that effect was provided to us and returned exactly 3 weeks earlier.
We are now 5+ weeks after they accepted full responsibility and agreed to refund us in full.
Out of fairness and transparency, I had warned them in advance that, if the refund had not been completed by yesterday, we would be posting reviews to social media. We will update this review when/if more developments arise.
Moral of the story:
Stay the hell away.
Edit: refund received after 2.5 months, 57 emails, 30 min call, chats, and many forms.