No response to refund request after 7 business days
Hi,
I purchased Acronis True Image Home 2015 on December 1 (order #66923854, Acronis True Image 2015 for PC and Mac Upgrade 3 Computer (Russian), build #6525) and found that there are *a lot* of issues. I decided to stick with the previous version (2014).
On December 3 I filed the refund request to Cleverbridge using the link found in my order confimation email (https://store.acronis.com/882/?scope=cuseco&id=&cfg=2014consumer_nr). They claim that they process requests during 2 business days (on one page) or 24 business hours (on another).
Here are the quotes:
"How can I receive a refund for my order?
To receive a refund for your order, please contact our Customer Support team with your refund request. Your request will be reviewed within 2 business days and we will notify you of the result via email.
If you need further assistance, please contact cleverbridge Customer Support." (https://support.cleverbridge.com/hc/en-us/categories/200097940-FAQ, if one uses the https://store.acronis.com/882/... URL specified above this page loads in a frame).
"If this does not resolve your issue, please complete the form below and we will respond to you within 24 business hours. If you would like to speak with a customer support representative now, call us." (https://support.cleverbridge.com/hc/en-us/requests/new?ticket_form_id=1…, again if one uses the https://store.acronis.com/882/... URL specified above this page loads in a frame).
After 2 business days of silence I made additional request (on the 5th of December, late evening)
There is still no response after 7 business days or (7 * 8) 56 business hours.
"Service is what sets us apart"
Yes, definitely.
Thanks for the advice and for the link, Bob.
I'll call them, of course. Although, there is no any phone numbers for my country (Russia) and Russian is not in the list of supported languages (but they work with Russian customers). That is why I'd prefer email.
Anyway, this is the first time I've ran into such a "service" which silently ignores emails (formed with their own message form) and only requires a phone call (in my case an international call in a foreign language).
I just would like to draw attention to this issue.
Thanks again.
I just have finally received the refund acknowledgment after I contacted Acronis (not Cleverbridge) support via the chat (24x7).
There is helpful page to start with -- http://www.acronis.com/en-us/homecomputing/sales/retail/refund/
The Russian version of the site does not have "Refund" item in the menu, but the page exists -- http://www.acronis.com/ru-ru/homecomputing/sales/retail/refund/
So while Cleverbridge support appears to me to be not very useful (at least via email/message form), Acronis support may be used for refund requests with much more probability of success.
It is very sad that Acronis 2015 does not work well for me. I got used to purchase Acronis' new versions on a regular basis. Next time I'll test new versions more carefully before buying them.
Good to see you got it sorted out. It is really sad that Acronis did such a poor job with 2015. I relied on them for a good many years, with all the different versions of TI, but now you cannot! My train of thought is that they wanted to dumb down and simplify TI and keep the features in their more advanced versions of their software. But when you remove some of the most basic functions (like USB 3.0) and hard drives over 4TB (all the functions work in 2014, but NOT 2015), you have to scratch your head and ask why? 2015 has been refunded more than any version I have seen. Wonder if Acronis cares...