My computer crashed. I have Carbonite and was able to recover the info. I downloaded my email addresses but wasn't able to move it over to my email app. Carbonite advised they do not help with getting the file back to the right folder and recommended Support.com. I contacted them via phone. They are in another country. I was quoted a $49.99 fee. It was difficult to understand the service rep. He said he could fix the problem in 15-20 minutes. I gave them remote access to my PC and watched while he tried repeatedly to move the file. He wasn't able to do it and called back and said he was escalating the problem to his supervisor. At this point, my PC was tied up for over 3 hours. I checked several hours later and noted that the remote said "waiting" where before it said "working". I called again and asked why it was taking so long to fix the problem. I was told they were still working on it (lies) and told it would be resolved shortly and not to call back. Four (4) more hours passed, still saw remote saying "waiting". I called again and got another person whose accent was not as strong as the person I have previously dealt with. Two hours later, the problem was fixed about as well as could be expected. I needed my computer which had been tie up for almost 10 hours. After disconnecting the remote, my computer had a new problem not previously experienced. It had to be because of the solution to the problem. They sort of fixed one thing and messed up something else. I called back and was told they did not cause the problem (which wasn't there prior to them working on my computer) and for $149.99 they would give my computer a thorough check up. Needless to say, I said no in no uncertain terms. I voiced my complaint to Carbonite and they said they had no control over the service provided by Support.com and there was nothing they could do. I ended up spending hours trying to fix the problem and eventually was able to get things working properly. I fault CARBONITE for recommending SUPPORT.COM and SUPPORT.COM for the lousy service and attempt to charge me to fix a problem they caused. I will find another backup service to replace Carbonite and urge everyone to avoid using SUPPORT.COM.