3 month free trial - not
Anyone else having an issue with Acronis offering a free 3 month trial, Cleverbridge handling the registration (and screwing it up) and Acronis spending hours of customer service time over $9.90 and loosing a customer in the process?
Online Backup was advertised as a 3 months trial, but when I started to use it it was changed to only one month.
I've contacted support and they are looking in this strange behaviour.
Now let's hope that I'm getting an answer anyway (although the chat support is doing a good job....)
Hello J.N.,
Thank you for your post.
I found your case in our system and it is being handled by one of our experienced support representatives.
If you have additional questions about the case feel free to contact me via a private message.
Please let me know if you need additional help.
Thank you.
I've had similar problems, wasted endless hours with tech support and was then conned into an annual subscription instead of the monthly one I had before. Now my online back up does not function properly and guess what ; no more free tech support and no response to complaints.
Hello Nick,
Thank you for posting. I will definitely help you with this issue.
If you have extended your online backup to one year, technical support is available. Please use the following instructions to contact our Support team.
I am confident that this issue will be resolved and if you need additional help please let me know.
Thank you.
Mike;
Yes, I've had the same problem. I signed up for the 3 month trial this past April. The client applications (2 pcs) started telling me it was due to expire leading up to 1st month, and then after that first month, it stopped working and will only recover files. My scheduled daily backup ends with an error each day for both machines;
"....
6 Information 6/20/2011 4:01:12 AM Locking partition C:...
7 Warning 6/20/2011 4:02:10 AM Operation has been stopped.
8 Error 6/20/2011 4:02:27 AM Operation has completed with errors."
I contacted 2 different reps, and cc'd the manager email. I was told 2 weeks ago it was being worked. I've gone a full month without any backup and little response. the support agents had me swap out a certificate (didn't work), then scan and send my system files. I use two machines, one XP, one 7, and both stopped working at the same time. Yet, I feel as though the 1st-level support wants to walk through troubleshooting my setup, when it is clearly and logically an account/billing problem on their end.
I think the agents are incented to fix problems and have the right tools (ability to control my PC remotely), but lack empowerment and knowledge into the account management areas. I think they also rely too much on scripts and fault trees, and lack the insight and intuition to logically deduce the problem.
I wrote Ed, the manager today and provided my cell. I think a few clicks on his PC would get me up and running, yet I continue to wait.....
It frustrates me that I cannot call and talk to someone and must rely on very general/irrelevant FAQs to try and fix this myself.
This program is like a cheap second hand car and needs constant attention. One of the other problems I have is that I can't restart my PC normally, because often Acronis is conducting some mysterious actions in the background that go on forever. In fact it just hangs and I need to force quit my PC to get rid of it.
Online back-up works only sometimes. Most of the time it just hangs, even though it tells me it only needs a minute to finish whatever it is doing. At other times it tells me it needs 3 days to upload my files, even though I only changed a handful and the original upload has already been done. In the meantime it kills my internet connection.
I could go on...