SugarSync Reviews 317

Luis M did a terrific job unscrambling the mess I made trying to fix some broken links across multiple computers. Give him a raise and corner office !

Users used to be able to get customer service via phone with no waiting. Now, unless you're calling as soon as the lines open, you wait on hold, then leave a voicemail. I did so twice recently and never got a call back.

Once you do get someone, service is good, but the big-picture view is more troubling. There have been complaints for over a year about the system tray icon disappearing--the problem that triggered my own recent call--and the developers clearly haven't solved it yet. I was told to expect a new fix in a few days; I'll certainly hope it works, but won't be surprised if it doesn't.

Your server went down a couple of times. A quick email to all your effected customers would have been nice.

I don't understand why I have to delete files on your end if I have deleted them on my computer. If I don't you count all the deleted data as part of what I am paying for. That just doesn't make sense to me other than to get us to buy a bigger plan.

Also, the notification icon disappears about every other day.

I have been using Sugarsync almost since its inception as Sugarsync. I had a problem as I switched to a new Mac. I had successfully reimaged to a new Mac before before, yet this time the "sync/merge" would not work at all. I filed a support ticket and after a back and forth Sugarsync asked me to call their support line and I got tremendous support from a technical support agent named Luis M.

I find SugarSync to be good and reliable. The feature that I find extremely useful and cannot find anywhere else is the ability to sync individual folders across computers or with the cloud.
I would nonetheless improve the mobile app. For example, it is not easy to send multiple files at once by email, from the cloud. While it works wonder for one single file (Share > ...), the only way to make it on multiple files is to download each of them somewhere on-the-phone and share them individually.

THE WORST CLOUD SERVICE EVER
If you want to loose money, files and folders, and also loose customers as they cannot download files etc, then this is for you.
I have lost many sales due to customers not being able to download after purchasing it's shocking, I have to apologise and refund them
All due to SugerShite - DON'T BOTHER

Thanks for the note on here SugerSync, I tried to communicate with you when your server was down yet again, I hit the online chat now button as was told I was No1 in the line and an agent will be with me shortly.
I waited...........
I got an automatic message saying sorry all our agents are on other messages but we will be with you real soon, you are No1 in line.
I waited.........I waited.........I waited........
The customer who had ordered some digital goods demanded a refund as they couldn't download, so I had to return their £75 and loose the sale
Still I waited.........
I wrote HELLO, hoping someone was there, well I was No 1 in line right?
I waited.........I waited
After one hour I gave up
I really wish your service worked as its competitively priced but sadly its simply not for for purpose

SugarSync is fast and flexible. Sync just about any folder with any other device. I have been using SS since 2011, and well worth every penny. Very responsive and patient on questions and on the few tech problems (I created). I primarily sync select Documents folders with my wife's Documents folder and four other devices. Save work on one and updated on the other virtually instantly. SS does not recommend syncing OneDrive, BUT they would be my digital "heroes" if I could sync two or three OneDrive accounts (personal, work, and club).

I just spent 53 minutes with Luis M. helping me to get my old laptop to recognize Sugar Sync before my trip to Mexico tomorrow. He was terrific. I'm 75, and not as savvy with computers, but he was very patient. We worked through all the issues carefully and got my computer to connect with sugarsync successfully. He explained how everything worked in a manner that enabled me to utilize the service on my laptop confidently, and in particular, confirming the best way to use my external hard drive so as to minimize virus attacks. He's articulate and understandable - two good qualities for someone in his position! This is one of the best things about sugarsync, good phone support.

Not Easy To Use. I have subscribed to SugarSync for several years and "still" don't quite understand the features of this service and how to best utilize it for backing up the information on my computers. Also, I have no way of actually knowing if it is operating in the background, and securing my files and folders in the cloud. I have no way of knowing this, because there is nothing that tells me that it is actually working. I am thinking about looking at another option, because I need to know for sure that my data and folders are being backed up as required. SugarSync needs to rectify this. I'm really frustrated with this issue.

I have been a SugarSync user for many years and love it! Why? Because it just works! I don’t have to change locations of my carefully thought out directory structure. I can select what I want and sync it and then share it! I wish more programs offered SugarSync as a standard pick for cloud providers because they are awesome!

(I was invited to offer this review in an automated email. Please note that no incentive was offered.)

I used to love SugarSync because of its features and functions but recently SugarSync has lost it luster. The great things about SugarSync include that folders can be stored / synced where I want them. And that included cross-platform, unfortunately that feature no longer works for Android. I also loved that I could open a file from SugarSync, edit the file and save it back to SugarSync. And that included cross-platform, unfortunately that feature no longer works. Those features no longer work to Android internal memory nor to an SD card. The loss of Android features severly reduces the value of SugarSync.

- thanx for requesting me to give you these comments – Bill

Fast, safe and easily accessible cloud storage

Great customer service. Ken was wonderful. He went above and beyond.

Have been a user for many years and have found the service to be excellent. I recently had some problems; Daniel helped mostly, and Luis got me across the finish line.
What's different between now and when I last need help is the phone wait. The techs ar good, seemingly SS need more folks.

I am very satisfied with the support I received. In fact, it was better than any other Customer support I've ever encountered. At the end, not only had my 5 issues been resolved, but I was even more impressed with the program than before and had a better understanding of how it worked. On top of that, even though it was User-error, Luis never made me feel like an idiot. And even though some problems could not be figured out immediately, he took the time, right then and there to confer with developers to fix my several issues and attributed the success to his teammates, which made me really glad to see that the company as a whole worked together. Two thumbs up on a job well done & a company well represented! I would recommend to others!

Today, Mr. Luis from Sugar Sync has treated me excellently. He was able to help me with my problem solving everything I needed. An excellent service from Luis! Thank you!

I have been a sugar sync customer for many years. I had an accidental loss of data. Luis M. was one of the best support technicians I have ever worked with on any software platform. He was patient, even though I was panicked. I an grateful for his service and I will probably be a customer for Life.
Thanks!! Tom O'Connor (Atlanta GA)

SugarSync is easy to use and has saved my bacon more than once! Just now when my desktop died, and even though I hadn't recently synced it to my laptop, I was able to recover the files I needed from my cloud copy and download the few new ones to my laptop.

Unbelievably bad service. They crashed for four days a year ago and files were corrupted and/or lost. The customers service excuse for losing files, "we are not a traditional backup service." I still don't know what that means but if you value your files, it sounds like a warning.

Took two hours to fix a problem on Friday that came back Friday evening. Just under a couple hours to fix the problem again and fix another problem. The excuse this time was to blame it on the "application" as if I had some control over the "application" on their end.

They don't return calls. They don't escalate. The excuse was, "the manager is always in meetings."

Twelve days it took to chase them down and finally have them "fix" the problem. Hours lost and I have yet to evaluate if all my data is secure.

Beware.

Luis M. is probably the best technical service rep that we have ever worked with - across ALL industries. He cares about the data and about the client like it was his own data. This is something that cannot be taken for granted. We have had had issues with many companies; however, no one has ever handled a frustrating customer service case like Luis M. Ever !!!
Its human to err and for an error to occur. this difference is distinguished in who handles handles the resolution. Luis M. is second to none !
Thank you Luis.