Very poor customer support and satisfaction
Hi,
Sorry, but I have to complain here about customer support and satisfaction because I'm always getting on chat with somebody in a overseas customer support centre which isn't a help at all.
First of all, I've been buying a family pack of Acronis True Image 2012 and they gave me a French one although I wanted an English one. When contacting customer support the first guy wanted me to re-fund the French one and let me buy a new one. I agreed but when I went to the purchase page there it costed me more and they couldn't do anything to resolve it. Absolutely crazy is this, a mistake was made on behalf of Acronis and the customer should pay more (probably due to exchange rate) to get it sorted out.
So I left this one to the French license but I'm absolutely not happy with this and don't get it that nobody can change the French license to an English one. Is that so hard ? I'm an IT professional myself and at least we resolve such issues to keep our customer happy but it seems that Acronis can't update customer records in his database just to change a French license one to an English one.
I added also a new case for an additional license (with some discount) this case is already open since August 25th and guess what they sent me some days again a new link again for the French one, i'm already asking for one week now to get an English link but keep getting standard answers, we'll take care of it, you will have an answer in 24 hours, those 24 hours are now already 168 hours ! I'm thinking Acronis doesn't like to sell new additional licenses
I don't have the feeling Acronis put the customer on the first place and does everything to satisfy them
Sorry but I'm getting frustrated of it and my customer satisfaction is almost below zero. I hope somebody from the Americas or European region reads this and can help to solve this.
For your reference these are my logged case numbers:
#01263564
#01262515
Regards,
Tom
PS. If you want to raise my customer satisfaction an additional discount (above the one attributed now) on the additional license would be a good act to compensate for the incompetence (in the sales area) of the overseas customer support
I would be grateful if somebody can resolve the issues above.
Regards,
Tom
Hello Tom and Colin,
Thank you very much for your posts and thank you very much for your help Colin.
Tom, let me assist you with this issue please.
I apologize for the delay and I have forwarded the case details and your feedback to our Management team. We will get this problem addressed and we will get back to you.
Did you make your purchase from the French section of our website initially? If you could provide us with additional information that would be great so that we can avoid such situations in the future.
Please let me know if you have additional questions and if you need any help with your existing cases feel free to contact me directly.
Thank you.
Some feedback on the French license:
I started a live chat with an agent and that person provided me a link. The moment I bought the software there was absolutely no indication in the shopping basket that it was a French license. After I've made the payment and got a download link it started downloading the French version.
When I registered the product it indicated also the French version.
Other strange thing was that I bought as well the add-on pack and that was in English.
I talked several times to support guys but nobody of them could correct this. I got solutions like "refunding and re-buying (at a higher price)", "don't bother about it". These are all strange solutions to me, if something goes wrong there must be a way to correct it, till now nobody succeeded in doing this.
Anton I've sent you also a PM on this.
I have the same problem. In any way during filling the formular I didn't see that i buy an english version. I contacted support and they told me a new key must be payed, 10 $, to get a german version. I payed and now I#m waiting for any kind of answer. Tricky model.
Hello Tom and Manfred,
Thank you for your comments.
Tom, our Management team is aware of the situation and our Support representative has contacted you about this. We will reach out to you with a new link very soon. I am very sorry for the inconvenience.
Manfred, Tom's issue was caused because we issued a wrong link, there was an error on our part. Could you let me know how did you make the purchase please? I also checked your case and I can see that a new serial number will be issued to you soon. Thank you very much for your patience.
Please let me know if you need additional assistance and you can always contact me directly.
Thank you.
Acronis has delivered a decreasingly adequate product and I must now post my frustation toward their product. 1. Network backups fail consistently and user/password requests block restoration attempts 2. I have had an increasing number of complaints from my customers concerning this product that it doesn't work. I am now going to pursue all legal methods to prevent this software from being sold. Sorry guys, it just plain doesn't work as advertised which is false advertising and illegal.
I too am severely disappointed with both the product and customer support - having gone through several chat and remote control session without a resolution. Not to mention the huge time it takes to even get connected to service person.
It is clear that something is wrong with both the product and customer support.
Hello James and Werner,
Thank you very much for your feedback. We really appreciate it.
I am very sorry to hear about the issues with our product and support and I would like to assure you that our Management team is aware of the situation and we will get back to you as soon as possible.
We have a special sticky thread dedicated to support issues, please post there if you need additional help so that we can keep all feedback in one place, or, you can contact me directly via a private message.
Thank you.