The Travail of Canceling SugarSync: A How To.

[Update: 10/28/16 – Some international users of SugarSync have reported issues using the link I included in this post. Thanks to Bill & JN for an updated link that appears to work internationally as well: https://www.sugarsync.com/account/cancel]

I started with SugarSync many hears ago and I’ve been a paying customer since October 2009 and have been a fairly avid supporter of them.

Over the last year or so I’ve found myself moving away from SugarSync and towards Microsoft OneDrive and Dropbox. I decided to cancel SugarSync and assumed I’d be able to login to my account and quickly cancel…if only I were that fortunate!

One can upgrade one’s account via the website, but you can’t cancel it.

A Partial Snapshot of Plan Details in SugarSync
A Partial Snapshot of Plan Details in SugarSync

Okay, slightly annoying. So how do I cancel? There is no contact info. I can find on the main site but there is a “Contact Us” link in the footer of the support page – that seems hopeful…

Nope, just a mailing address and instructions to use the support site from which I found the Contact Us link.

Screenshot of Contact Info on SugarSync

Fine, lets try searching the help desk (okay, I actually did this before looking at the contact info., not sure why I record this out of order). Entering cancel into the search area returns a link to this article: “Canceling a Paid Account.”

Here is where things get really frustrating. Take a look at the screenshot below:

Screenshot of Cancel SugarSync Help Article
Screenshot of Cancel SugarSync Help Article

Notice anything? Let me highlight three items:

  1. The cancellation department is only open from 10 am to 2 pm (4 hrs.) Monday – Friday. What?!
  2. In step 2 one is directed to “Open this article” and provided with a link, this link leads back to the article you were already viewing.
  3. The screenshot with “Chat with Cancellation Department” button is really great, except for the fact that it doesn’t exist outside of those 4 hours each day! It isn’t greyed out, it simply doesn’t exist.

(Okay, let me rephrase that, there is a chat button down at the bottom but clicking on it outside of hours makes it disappear (and nothing else) AND the button is in a different location than where it is shown in their screenshot)

Great. I’ve now let several months go by, I am no longer using SugarSync but every time I remember to cancel it it is outside of the specified hours or I’m busy. Finally, today, I decided to give it another go.

I happened to notice when I was logged out of the site a phone number for sales questions (1-877-442-1693, there appear to be multiple versions of the homepage, the phone number only sometimes displays). The automated menu had an option for billing so I selected it and was soon speaking with a nice man who assured me he would help me. He put me on hold and then sent me an email which he asked me to check. I opened it and to my surprise saw that he was not going to cancel my account, instead he was just directing me back to the same window:

Screenshot of SugarSync Support Email
Screenshot of SugarSync Support Email

I reached a real person who was responding to billing questions but apparently couldn’t cancel my account.

I’ve typed out this email while waiting for SugarSync’s cancellation department to open for its very limited hours.

I finally got into a chat with a cancellation department representative. After all that they gave me a URL to visit to cancel my account: https://davidshq.sugarsync.com/account/cancel. My guess is that this URL will work for anyone just by changing the davidshq to whatever your SugarSync username is.

I’m also guessing that one can use this link 24/7/365 to cancel an account…but you might still want to go through their cancellation department as they could claim that it wasn’t properly cancelled, etc. and you might end up still being billed.

And thus ends the story of my travails canceling SugarSync (I hope).

SugarSync – What is Missing?

I love being a fan of great products – and supporting those products with my finances. I’ve been a long-time fan and premium subscriber to SugarSync, a cloud-based backup, syncing, and web drive product. I like raving about them, and getting into arguments with folks like Steve Weir about whether Dropbox is better (nope!).

That said, I’m also a fan of making a little noise when companies don’t always treat their customers with the utmost respect they deserve. Successful business involves a symbiotic relationship between the business and the consumer, neither side can demand too much nor give too little. SugarSync has a great product, but I’m concerned that they aren’t committing enough resources to shoring up some weak spots in their current offerings, instead focusing more on new client acquisitions and business partnerships (which, again, are all well and good, but there has to be a balance).

So, here are my *beefs* with SugarSync and what I’d *really* like to see implemented in the near-term future.

The Critical Missing Components.

Image representing SugarSync as depicted in Cr...
Image via CrunchBase

Currently SugarSync doesn’t utilize Microsoft‘s Volume Shadow Service (VSS) and I can’t for the life of me understand why – it is built directly into Windows and is utilized by most backup software providers. Why? Because it offers numerous huge advantages with easy implementation. Including the ability to backup files while they are in-use. This means you don’t have to close out of Outlook, an accounting application, or anything else that is actively using a file before it can be backed up.

The other big no-no SugarSync engages in (that I can think of no practical reason to exist, and which should be a very simple config file change to implement) is finite versioning of files. SugarSync currently keeps a limited number of previous versions of a file – which becomes an issue if it is a transactional file (e.g. a database – including Microsoft Outlook or any email client, rss reader, etc.). These files change all the time – in a single day they may change hundreds or thousands of times! SugarSync needs to keep these versions for as long as the user desires them to be kept – not arbitrarily deleting them!

This is Important…

  • Ability to Pause/Resume Backups/Syncs – While everything in an ideal world would place nice with one another, the fact of the matter is that software oftentimes interfere with each other. It’d be great to have a way to pause backups/syncs by SugarSync. Again, I don’t run into any problems with this regularly – but it would still be a nice feature.

It’d Be Cool If…

I’m not particularly concerned about these features, but it would be cool if…

  • SugarSync integrated with Google Docs, backing up all Google Docs into SugarSync and vice versa (or a subset as so desired). This would also allow mobile editing of documents (of many types) via Google Docs without needing to download the documents from SugarSync (as one must do now before editing).
  • Backing Up Gmail is another useful feature. I’m not as concerned about this as the integration with Google Docs, but still, a nice freebie.