Owner's reply: I am sorry you had a bad experience. Unfortunately, I am obliged to point out some factual inaccuracies in your review.

Akeeba Backup takes a full site backup, files and database, and includes it in a backup archive. You said you used FileZilla, an FTP client, presumably to take a copy of your site's files only. Why are you filing a review for our software when you didn't even use it to take a backup of your site? Unless you mean you tried downloading the backup archive with FileZilla, in which case -as written on your screen, in the Manage Backups page- make sure you use the Binary transfer mode and that you download ALL of the backup archive parts (.jpa, .j01, .j02, ...) in case more than one parts were generated.

I also don't understand how we can possibly push you to buy a Professional version when the vast majority of Akeeba Backup's features are available in the free of charge Core release as you can see in https://www.akeebabackup.com/products/akeeba-backup.html Not to mention that more than half of the pre-sales questions made to us result in us telling people not to buy a subscription because they don't need the Professional-only features.

Regarding support, um, you were told upfront there is no support for free users. The description of Akeeba Backup in the Joomla! Extensions Directory literally reads "Note: The Akeeba Backup Core component is free of charge, its support is not". However, the description also tells you how to get help: "In any case, Akeeba Backup's documentation, video tutorials, troubleshooting wizard and reading the public tickets is free of charge." I'm sorry that you feel that my time should be free. Unfortunately I wasn't born rich therefore I need to get paid for my time (kindly note that this is commonly called "working") so I can in turn pay my bills and put food on my family's table.

Finally, speaking of the documentation, let me remind you that the purpose of the documentation is to be a complete reference (as in: discusses all aspects of the software in great depth) as stated in its first page. It is not a quick start guide. We have Video Tutorials as short, on the point, quick start tutorials. The video tutorials are mentioned in the description of the software here. They are linked to from the software itself. They are also linked from this page in the Joomla! Extensions Directory under Support (I'm afraid that's the only option JED gives us for them) - they take half of the linked page.