Online Backup will not restore files. Support was incredibly poor!

I had a crash of my PC.  I thought I would be safe because I used Norton Online Backup.  This does not seem to be the case.  Once I reformatted the hard disk and got Windows 7 installed, I tried to restore my files.  WOW, what a painful and unsuccessful process this has been.  When I tried to restore I get the message "

Something went wrong

Norton Online Backup is sorry something went wrong and will look at it right away.

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I contacted support, was told that the system was down for maintenance and I should try in a couple of hours.  Well, hours and a days later I still got the same message.  Finally I was told that the files had to be manually recovered and they had me fill out a request form and e-mail it in.  I was to hear back in a day.  Well, it has been over two now and no response.

At this point I have to say DO NOT TRUST YOUR FILES TO NORTON ONLINE BACKUP!!!!