Do not use Xdrive.com

I'm sitting in my office catching up on a number of items and waiting to watch Dubya's last State of the Union on our great internal NBC feeds.  I suppose now is as good a time as any to finish a post I've been waiting to publish.

For months I evangelized Xdrive.com and, more broadly, the notion of storing all of my files in the cloud on a hosted drive service (post here, here, among others).  I have always been a big proponent of the notion of a hard-drive in the sky, so much so that I collaborated with a friend back in high school to win a web development concept with an online drive we built and named Hyper-Drive.

For months I was happy to store and retrieve all of my critical files on my hosted drive (for which I paid $9.95/month).  Then I tried to download a file I had spent the better part of a year revising and refining and found it completely corrupt.  Don't fret, I thought.  Xdrive.com has racks of backed up storage clusters and a simple email should get the last working version of my file restored shortly.  I could not have been more wrong.

What ensued was an enormous thread of completely useless emails without a single resolution (does it surprise you that Xdrive is owned by AOL?).  I've published the entirety of that email thread below.  Nearly three months later, I still do not have a working version of that file.  Obviously I've now canceled my account and moved to storing my files on an external drive with physical backups (DVD) stored at a different location.

I write this post as a Caveat emptor to folks considering trusting all of their photos, documents, financial data, notes, contacts and other digital ephemera to Xdrive.com.  The files you think you've safely archived may not be there when you need them.  And if you call and ask for backed up versions, if you even get a warm body, you're likely to emerge empty-handed.

A pity, indeed.

...

From: "Jeff Maurone" <jeffmaurone@hotmail.com>
Received: 10/30/07 3:36:55 PM PDT
To: <AOLxdrivesupport@aol.com>
Subject: Help with corrupt file

Hello,

Upon downloading a file that I uploaded in good condition (on 10/23), I found the file to be corrupted.  Can someone please provide me the last-known-good version of this file? It is okay if the version sent is one version older than the one I uploaded but it is important that I get a recent intact version of this file.

The file: 'My X-Drive\...\documentrenamed.doc'

Thank you,

Jeff

...

From: aolxdrivesupport@aol.com [mailto:aolxdrivesupport@aol.com]
Sent: Wednesday, October 31, 2007 3:12 PM
To: jeffmaurone@hotmail.com
Subject: Re: Help with corrupt file <<#1036037-3401325#>>

Dear Jeff,
Thank you for contacting AOL X-Drive support.
My name is Annalyn.

I apologize for the inconvenience that you have been experiencing. I appreciate your patience with this matter and I want to assure you I am here to help you.

I understand from your recent e-mail that the files that you have uploaded on Xdrive is corrupted.

There are just a few pieces of information that we need in order to better assist you with this problem, if you could please email us back with the following information:

   1. Description of the steps you take that result in the problem
   2. Error messages you receive, if any, and where they appear
   3. Frequency: happens every time or only occasionally
   4. Version of Windows that you use and if you have upgraded the operating system since you bought your computer
   5. Proxy servers, firewall, or pop-up blocker
   6. Version of Internet Explorer
   7. Log in client (desktop or web)

I hope my response proves helpful.
Please let us know if you have any additional questions or concerns.
Thanks again!
Annalyn
Features and Premium Services Consultant
AOL LLC

....

From: "Jeff Maurone" <jeffmaurone@hotmail.com>
Received: 10/31/07 5:44:21 PM PDT
To: <aolxdrivesupport@aol.com>
Subject: RE: Help with corrupt file

Annalyn,

Thanks for following up.

1. Simply download the file and you'll find that it's not a viewable Word document (which it was).

2. No error messages, just bad characters in doc.

3. Happens every time.

4. Windows XP, tested on two separate XP machines

5. None

6. Tested in IE7 and FF

7. Tested in both the desktop client and the web-based tool.

The fix for this should be simple.  I'm hoping you can just email me a restored version of that file.

Jeff

...

From: aolxdrivesupport@aol.com [mailto:aolxdrivesupport@aol.com]
Sent: Wednesday, October 31, 2007 6:12 PM
To: jeffmaurone@hotmail.com
Subject: Re: RE: Help with corrupt file <<#1036037-3401325#>>

Incident Number: 3401325

Dear jeffmaurone@hotmail.com,
Thank you for contacting AOL X-Drive support.
My name is Annalyn.

I understand from your recent e-mail that the files that you have uploaded
on Xdrive is corrupted.
Thank you for writing back and allowing me to further help you with this issue. I recommend you save or print a copy of this e-mail for future reference.
I know how something like this can really try your patience and I apologize for any inconvenience this has caused.

I assure you the report has been forwarded to the appropriate technical team to best handle the situation. Your ticket number is 272034.

Even if I cannot give you an exact timeline when the issue would be resolved, our ongoing efforts to improve our service continue round the clock.

I hope my response proves helpful.
Please let us know if you have any additional questions or concerns.
Thanks again!
Annalyn
Features and Premium Services Consultant
AOL LLC

...

From: "Jeff Maurone" <jeffmaurone@hotmail.com>
Received: 11/5/07 4:22:10 PM PST
To: <aolxdrivesupport@aol.com>
Subject: RE: RE: Help with corrupt file

Annalyn,

Can you provide an update as to when I'll have this file? 

Jeff

...

From: aolxdrivesupport@aol.com [mailto:aolxdrivesupport@aol.com]
Sent: Monday, November 05, 2007 4:45 PM
To: jeffmaurone@hotmail.com
Subject: Re: RE: RE: Help with corrupt file <<#1036037-3401325#>>

Incident Number: 3401325

Dear Jeff,
Thank you for contacting AOL X-Drive support.
My name is Annalyn.

I apologize for the inconvenience that you have been experiencing. I appreciate your patience with this matter and I want to assure you I am here to help you.

This issue has been forwarded to our Engineering Team and they have a few questions for you.  These are:

1. Are any other files affected?

2. When was this file uploaded to account? Was it using desktop or web browser?

Please let us know if you have any additional questions or concerns.
Thanks again!
Annalyn
Features and Premium Services Consultant
AOL LLC

...

From: "Jeff Maurone" <jeffmaurone@hotmail.com>
Received: 11/5/07 5:28:59 PM PST
To: <aolxdrivesupport@aol.com>
Subject: RE: RE: RE: Help with corrupt file

Hi Annalyn,

Thanks for following up.  My answers:

1. As far as I can tell, this is the only file affected.

2. This was uploaded on 10/23.  So I need any version before 10/23.  Unfortunately I don't recall whether desktop or browser were used as I switch between the two frequently.

Thanks.

Jeff

...

From: aolxdrivesupport@aol.com [mailto:aolxdrivesupport@aol.com]
Sent: Monday, November 05, 2007 5:46 PM
To: jeffmaurone@hotmail.com
Subject: Re: RE: RE: RE: Help with corrupt file <<#1036037-3401325#>>

Incident Number: 3401325

Dear Jeff,
Thank you for contacting AOL X-Drive support.
My name is Annalyn.

Thank you for answering the questions that I've sent you.
I know how something like this can really try your patience and I apologize for any inconvenience this has caused. I already made necessary follow ups to help resolve the issue.

I assure you the report has been forwarded to the appropriate technical team to best handle the situation. I've requested them, as well, if it's possible to e-mail you directly regarding this issue.

Even if I cannot give you an exact timeline when the issue would be resolved, our ongoing efforts to improve our service continue round the clock.

I hope my response proves helpful.
Please let us know if you have any additional questions or concerns.
Thanks again!
Annalyn
Features and Premium Services Consultant
AOL LLC

...

From: "Jeff Maurone" <jeffmaurone@hotmail.com>
Received: 11/9/07 12:39:38 PM PST
To: <aolxdrivesupport@aol.com>
Subject: RE: RE: RE: RE: Help with corrupt file

Hi Annalyn,

I've tried to be as patient as possible regarding this issue.  It's been a while now, though.  What's the current status of this?

Jeff

...

From: aolxdrivesupport@aol.com [mailto:aolxdrivesupport@aol.com]
Sent: Friday, November 09, 2007 2:47 PM
To: jeffmaurone@hotmail.com
Subject: Re: RE: RE: RE: RE: Help with corrupt file <<#1036037-3401325#>>

Incident Number: 3401325

Dear Jeff,
Thank you for contacting AOL X-Drive support.
My name is Annalyn.

I apologize for the inconvenience that you have been experiencing. I appreciate your patience with this matter and I want to assure you I am here to help you.

I'm sorry Jeff as the Engineering Team haven't sent any update on this issue yet.

I totally understand that it's frustrating for you and I'm really sorry.

I hope my response proves helpful.
Please let us know if you have any additional questions or concerns.
Thanks again!
Annalyn
Features and Premium Services Consultant
AOL LLC

...

From: "Jeff Maurone" <jeffmaurone@hotmail.com>
Received: 11/14/07 2:02:21 PM PST
To: <aolxdrivesupport@aol.com>
Subject: RE: RE: RE: RE: RE: Help with corrupt file

Annalyn,

I need you to help me here.  Solving this problem is very simple:  Someone needs to email me a version of the file I cited below that is *older* than the October 23^rd one that's stored on my Xdrive.  Can you please see to this as resolved?  Should I escalate this issue?

Thanks.

Jeff

...

From: aolxdrivesupport@aol.com [mailto:aolxdrivesupport@aol.com]
Sent: Wednesday, November 14, 2007 10:22 PM
To: jeffmaurone@hotmail.com
Subject: Re: RE: RE: RE: RE: RE: Help with corrupt file <<#1036037-3401325#>>

Incident Number: 3401325

Dear Jeff,
Thank you for contacting AOL X-Drive support.
My name is Annalyn.

I apologize for the inconvenience that you have been experiencing. I appreciate your patience with this matter and I want to assure you I am here to help you.

I'm sorry as we at E-mail Support don't have access to your account that's why I've escalated this to our Engineering Team.

I've forwarded your recent e-mail to the Engineering Team.  Your ticket number is 272034.

I hope my response proves helpful.
Please let us know if you have any additional questions or concerns.
Thanks again!
Annalyn
Features and Premium Services Consultant
AOL LLC

...

Photo is licensed under Creative Commons from Flickr user Topato [Link]

Comments

[Chris H]

Comment #:3948224

Dear Jeff,

Thank you for posting this blog post. My name is Chris.

This email thread is hilarious! Though, I'm sorry that you've lost data with XDrive, i really hope it wasn't too critical.

I hope this comment proves helpful.
Please let me know if you have any additional questions or concerns.
Thanks again!
Chris

[Justin]

Jeff,

I, too, have been fascinated with this idea of cloud computing, and it definitely seems like the wave of the future, but your problem is definitely an example of how we might not be ready for clouds yet. I am sorry to hear you lost all this stuff you worked so hard on (can you imagine if TypePad lost all our blog content?) but the best lessons learned are often, unfortunately, the toughest. Thanks for sharing your experience,

justin

[Keith]

Dear Jeff,
Due to recent storms around our data center your website was down. We are working toward fixing and should be back up soon.

Thanks for your patiance,
Tairu Gardrie
XDRIVE.com/WaresonTheWeb.com
Customer Support

[liainoimmolla]

Mundus vult decipi decipiatur ergo.
-- Xaviera Hollander
world wants to be cheated, so cheat.]

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http://mamiewilkersonkk.easyjournal.com

[I agree 100% They lost ALL my files Down with XDRIVE!!!!!]

I just logged into my Xdrive and where the listing of files usually is in their interface, I see nothing but a "Loading Folder Data....." message. This message has sat there for almost an hour now and I've logged out and logged in several times after clearing browser history and cache. No result. These are files stored on Xdrive over the past year which, like your case, I will have no way of restoring if Xdrive doesn't get its act together.

Frustrated at Xdrive.com

Don't use Xdrive.com ever!!!!!