SugarSync Reviews 317

I was a longtime customer using SugarSync as a backup to my backup for important personal files. In mid-December, my yearly subscription was due to be paid with a now-expired credit card. By the end of January, my account was not only deactivated (as I would expect), but purged from their systems with no path to recovery. While I recognize my fault in the matter, I am still shocked and disappointed at the swiftness that SugarSync was willing to let me go. I have otherwise been satisfied with the service, but this is a serious breach of my trust in SugarSync's stewardship of my data.

I was a longtime customer using SugarSync as a backup to my backup for important personal files. In mid-December, my yearly subscription was due to be paid with a now expired credit card. By the end of January, my account was not only deactivated (as I would expect), but purged from their systems with no path to recovery. While I recognize my fault in the matter, I am still shocked and disappointed at the swiftness that SugarSync was willing to let me go. I have otherwise been satisfied with the service, but this is a serious breach of my trust in SugarSync's stewardship of my data.

For weeks my SugarSync account has not only stopped synchronizing, but those files that I modify on my PC are deleted in the cloud and I cannot download them.

I have been having serious problems since last year when SugarSync stopped working for at least 1 month for some customers, like me.

After more than 30 emails to explain my problem, they still do not give me a solution, I have not been financially compensated for having been without service for weeks, not even a discount on the next billing, not even a Gb gift to compensate for its lack of professionalism.

Now they've gotten fed up, after wasting my time last week chatting for more than 1 hour, with a supposed technician, my account is still inoperative, so I'm going to proceed to report them to PayPal to see if I'm able to get at least the partial return of the €201.56 from my last invoice

SugarSync support ticket #(3848008) - unresolved!

The desktop app is not working and files not synching. Despite 3 emails, apart from issuing a support ticket, the issue remains unresolved. I would like to cancel and issued a refund for the remaining period.

Louis was fantastic! He called back when he said he would and walked us through solving our problems and gave us tips for troubleshooting in the future, if necessary.

Prompt professional responses and recommendations via trouble ticket email. When no joy, I suggested a phone meet and it was set up very quickly. Ken H had me send him a log, diagnosed the problem (a corrupt database), and walked me through the fix. He stuck around till all was working properly.

As good a Tech Support experience as I could hope for. Thanks, SS.

Luis was great. Completely saved my week. Over the top with service and called back the next day to help wrap up the project. It was a huge undertaking and he handled it with no issues. He walked into a complete crap show and he plowed through every bit of it!

Been with Sugarsync for many years. I was recently without service for over 3 weeks while they fixed server issues. Never received any emails or messages explaining the outage. Their site just said they were down with no date for resolution. This is not an acceptable policy. Went on chat and was told I was one of the many accounts waiting to be fixed with again no resolution date. Terrible service!!

Having a service outage for more than a week is beyond unacceptable. In that period I have not received a single email from SugarSync giving an explanation, an apology or an expected date for service being back online.
Oh, but their credit card collection for next year came through without any problem during the outage... didn't even have the decency to wait until the blackout in service was over.
Guess who will be looking for an alternative service soon?

I was having issues with certain folders not syncing. Luis M. met me at my level of understanding, explained the problem, and remotely assisted with the fix. Working fine now. I have worked with many IT professionals, and none are as patient as Luis.

I have been a SugarSync user since the service began all the while having no problems. Last August I lost access to my data on both the desktop and mobile platforms. It took about three weeks, but Luis was able to restore my access, although I never fully understood what the issue was. Two weeks ago I suddenly lost access again on both platforms. On the web site there was a single screen announcing that they were performing server maintenance. Several hours later service was restored. First, it seems that tech support is only staffed from 9 to 5 pst on weekdays (servers seem to crash on weekends). Second, the System Status page said that there were no incidents, the same thing it reported one year ago. If tech support cannot be provided 24/7 then at least describe the state of affairs on the System Status page.

The service is great and on the very rare occassions I need help, it has been excellent.

Was always very comfortable using SugarSync. But lately, their payment gateways are not India friendly especially after RBI directives. Their customer support also very laid back.

I called early this morning as I was having syncing issues. Unresolved, I called back this afternoon and Luis M knew just what to do. He was most helpful, efficient and patient. I had questions he answering on a level that I could understand, me, being somewhat technically challenged. He is a true credit to the SugarSync Technical Support Team. At this point problem solved.

I had Sugarsync due to my paid VPN account, so decided to try it. Installed fine, but... When I tried to archive a directory to the cloud, there were several files that would not appear to sync, the program always displayed "Waiting to Sync". Verified no errors on files, transferred fine with no issues to other cloud services. Deleted, tried several times, always the same thing. It appeared I could still open the file on the cloud, but the app never cleared the "Waiting to Sync". Even checked the metadata as some online reports claim, but why would it be reading my metadata on my posted files? This creates a trust issue with me. After several tries, I uninstalled, maybe will try again with a future version that works without these issues.

This is the worst customer service I had over my entire life. There is NO SUPPORT at all. I don't have a paid account, just use it to access my company files that are hosted at my boss account. Sugarsync offered a free user for me and after 3 months cancelled the account. I just want to access the files, there is no path on the website to a free account. I called, sent emails, and all they say is the same canned answer. WORST company I ever used.

I give SugarSync four stars due to technical issues that have plagued the site for the last few months. Only one of my files was impacted, but the glitches have continued to occur.

That said, when I contact technical support - which can be a lengthy process - the support I get is excellent. The last few times I was helped by Luis, who was incredibly helpful. We did a screen share and Luis explained the root of the problem and then demonstrated how to resolve it. He is an extremely patient and knowledgeable resource.

My one suggested improvement would be for SugarSync to have more on line videos and instructions on how to resolve technical problems. I have repetitive problems with syncing that occur every four to six months. Because there is no specific record describing how the issue was resolved, and because the occurrences are spaced out in time, I can’t remember all the steps to resolve the issues on my own. Videos would help, or maybe there is a way to record a screen share for future reference.

I have been a long-term SS user and LOVE the program.
Historically (pre-pandemic) the service was always top notch and the technicians "user friendly". While needing assistance this week to install the App on my new computer, I experienced issues with getting a callback and a helpful technician to assist me. I suspect it's a lingering result of the pandemic, so I am putting that in perspective!
I eventually got a call back from Luis M who is OUITSTANDING!!! I put him right up there with Jennifer and Michelle who helped me previously. He is very patient, respectful, did not speak down to me or over my head AND he listened to my concerns. Additionally, he gave me insights and tips on how to use the program more effectively. We hit a few glitches with my download, but he is extremely knowledgeable and readily fixed them!
I am now operational again!

Do not use for automatic backups!! Not all files get backed up. They have a bug that never got fixed!

Does not back up all files anymore. Trouble stared 10 weeks ago, still not fixed. Very unreliable.