Lack of Business Support for Critical Faults

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This is essentially a complaint, because I feel I have exhausted every other option available.

We are a business that owns several copies of Acronis Backup & Recovery Server, and have used Acronis for several years now, since True Image Echo 9. We have always paid for the annual maintenance & support.

Since installing Acronis Backup & Recovery Server 11 as an upgrade from version 10, we have not been able to properly back up any of our servers.

I submitted a support case (01230455) on the 21st of July, the initial support engineer was helpful and spent several hours attempting to fix the multiple problems that were occuring. (Licensing errors, VSS errors, Backups not deploying). When he was unable to resolve the problems, he asked me to submit extra information and would pass the details over to the "Expert team".

That is where everything went quiet.

It has been nearly five weeks now. I have called in twice, firstly to explain how critical this was to us, and secondly in an attempt to complain. Both times to be assured that the "expert team are working on the problem". I also asked to complain, but was told that there was no manager available to complain to.

I do not feel it is acceptable for so much time to pass, without someone from this expert team even attempting to contact me to give me some real and detailed information on what is happening.

We are completely unable to run any meaningful scheduled backups using Acronis. ntbackup works fine, which is what I have resorted to for now.

One of these experts should be attempting to resolve the problem with me on our servers. So that even if we can't get every feature working, we at least have a solid daily backup running from Acronis.

We are at a point now where we are seriously considering leaving Acronis and moving over to Symantec, because I do not believe we are recieving even a basic level of support, never mind the proper levels of support that we pay for.

My hope in writing this? Is that someone will both look into the case and find out where your support systems have gone wrong and, more importantly, help us get to a point where we are not quite literally being forced to look elsewhere.

Regards,
James

Mon, 08/22/2011 - 09:15
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truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
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I have edited this comment, and will completely uninstall ABR11, run the backup utility again, format my Drobo device, fully update my OS, and attempt to reinstall in a nice clean environment again. Hopefully, I will have better luck.

Mon, 08/22/2011 - 15:07
truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
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Dear James,

Thank you for your post. Our Expert Support Professional reached out to you yesterday, and I can see you made some progress. I apologize for the poor experience you had - the delay is truly unacceptable and it occurred due to several reasons: overwhelming interest in Acronis Backup & Recovery 11, summer being vacation period, etc. I agree this is not an excuse though, it is just an explanation.

Do not hesitate to reach out to me via PM here on Forum or write to managers@acronis.com if you feel you are not getting what you are looking for.

Thank you for your cooperation and patience.

--
Best regards,
Ahmad Ibrahimov
Expert Team Manager | Forum Team Manager
Acronis Customer Central

Tue, 08/23/2011 - 07:35
truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
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Comments: 61

Jon,

I checked your account in our CRM system and I do not see any open cases at the moment - please let me know if there is an action item for me.

Thank you.

--
Best regards,
Ahmad Ibrahimov
Expert Team Manager | Forum Team Manager
Acronis Customer Central

Tue, 08/23/2011 - 07:40
truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
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Hi,

I have exactly the same problem. We own Acronis Backup & Recovery Server 10 for Windows and we had a server crash on 19/08. This was our domain controller and Acronis was supposed to backup it every day. Unfortunately, when we tried to restore the backup, It doesn't work as It should and we are unable to restore. The backup is validating well but when we try to restore, we have an error message at 100% and nothing is restored.

I had several contacts with support by phone and mail (case 01257368), I sent all the requested information. The case is at the expert team since 22/08 and like James, I have no news and I am still not able to restore today...

On 01/09, I had a contact with Mr. Ivan who promiss me to have results the same day, I'm still waiting.

On 07/09, I sent an email to check If my case was dropped to the trashcan, I had no answer.

Since It's almost 1 month now that we have this problem, we had to reinstall a new domain controller with a new domain and reconfigure all the workstations. So, the business is running again now but the product we bought from Acronis was completely useless, and I lost a lot of time trying to restore this backup.

My experience with the Acronis support is null, the first line support is just giving solutions found in the knowledge base, If your problem is not described there, the nightmare begins...

Even If this backup is useless for us now today, I would appreciate to have a feedback and be able to restore it.

Regards,

Cyrille

Sat, 09/17/2011 - 11:07
truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
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Comments: 4769

Hello Cyrille,

Thank you for your feedback. I will definitely help you.

Please accept my apologies for the extreme delay, it is currently not clear why it took so long, however I have contacted our Management team with details of your case.

Currently your case is being handled by our Expert Team and am confident that we will get to the bottom of this issue.

Please feel free to contact me directly if you need additional help with the case.

Thank you.

Mon, 09/19/2011 - 07:38
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