BUSINESS FILES LOST BY CITRIX SHAREFILE! BUYER BEWARE!

  • 1
  • Problem
  • Updated 7 months ago
Just signed up for a new Citrix ShareFile account yesterday (2/22/18).  Migrated all of my client files over to Citrix ShareFile.  After the "sync" symbol said everything was uploaded, I went in to look and noticed over HALF of the files were missing!  This are BUSINESS CRITICAL files and without them, I cannot do business.  Just spoke to some guy who could barely speak English who transferred me to another "team" to restore my data, but didn't tell me that I'd have to be on hold for hours!  When calling in on a second phone, talked to yet another guy who could barely speak English.  He told me the wait time to speak to someone would be a couple of hours!  My client files are stuck in limbo somewhere and I can't work without them!  Someone please help!  I'm a small business owner in Minnesota, and without those CRITICAL client files, I can't work, I will lose clients and ultimately my business.  I need help ASAP!
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Amy Lang

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  • Anxious, infuriated, helpless

Posted 8 months ago

  • 1
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Leo, Official Rep

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Hi Amy,

Someone will be reaching out to your shortly with the information from your ticket.

-Leo
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Amy Lang

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How long is "shortly?"  Minutes?  Hours?  Days?  Weeks?  My business is LITERALLY on hold right now because all of my files are hung up on your servers!  With every minute that passes I am losing revenue and business.
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Leo, Official Rep

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"Shortly" depends on how quickly the representative can finish his or her prior call.  When I asked, it looks like you were contacted minutes after your followup question.
(Edited)
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Claudio Ammann

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Amy, I am sorry to say that we did experience the same. We did not get any helpful feedback in weeks(!) of open support cases.
We did not (or maybe just not detect) the loss of files, but we noticed that files were overwritten by older versions. I cannot say what is worse, a missing file or a "wrong" file?

The "Sync problems" (core function of the product, isn't it?) were addressed in the 3.17.111 release notes. But I am not sure if they are gone. Afer two weeks without errors we are again expecting sync errors.

Maybe you want to check out Egnyte (egnyte.com) for proper file sharing.
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Amy Lang

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Thank you so much for sharing! Glad to know that I'm not alone! Citrix customer service has been ROTTEN at best! I will check out Egnyte right away!
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Christer Trasti

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I just requested a demo of egnyte. It looks very similar to ShareFile. 
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Amy Lang

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Thank you Christer! I will check it out!
(Edited)