Rec'd 30 day Tech Support extension, but no way to activate it
I couldn't get the the early release of TIH 2012 to install/function until after the latest build was released and also after my 30 day support ran out. I received a 30 day extension of coverage thru Chat and was told to reference the case# when contacting Acronis... good trick since all the options on the Support page are now grayed-out except the fee-per-incident phone support. Any ideas how I can circumvent this spiral around the drain and get immediate Acronis help for a related issue I'm having? This forum appears the only way I can find to contact anyone so hopefully a Moderator is monitoring???
Hello Rockfish1,
Thank you for opening the thread regarding this question. I understand your concern, and will be glad to address it.
I have checked your subscription, it's absolutely valid, and support page allows to contact support via chat, e-mail and Forum. All you need is
You can also manage your cases directly from your account . . .
Can ACRONIS: get into the 21st century!
The issue of ACRONIS SCREWING up customer accounts is an ongoing issue. Either ACRONIS is NOT properly registering sales from their payment contractor, OR the contractor is NOT PASSING the sales information back to ACRONIS.
Can ACRONIS EXPLAIN; why or how an ISSUED serial number doesn’t always work!
This is part of the same issue as to why\how\who allowed ACRONIS 2012 to be issued.
Simply put . . . FIX THESE PROBLEMS! You guys/ladies at ACRONIS, HAVE ABSOLUTELY NO respect for your customers!
ACRONIS HAD/has A GREAT product, and slowly the product is being PISSED DOWN THE DRAIN.
STARTING, tomorrow, DECEMBER 1, 2011: can WE your customers believe in 0 (ZERO) excuses, and a REALISTIC timeline without excuses, for a product (TIH 2012) that can be INSTALLED: "Install On Any Computer At Any Time".
ACRONIS - It is now . . . 2012; and your CUSTOMERS expect a whole lot BETTER
Thanks Yana, yes I can contact Support now, but NO, I have not received a reply. There is a disconnect within your processes and I'll provide two examples:
1) I contacted Ed Banack who immediately replied that I would receive an extension on my support (the second time it was promised) and also be contacted by someone to resolve my issues. The Support page was immediately updated (THANK YOU!) and I rec'd an email shortly afterwards from a "Support Professional" asking for a best time to call me. Great!...
So I replied on Wednesday, and now the first response I receive came this Friday morning as an 'automated reminder' that since I haven't replied to the email from Support, that my case will be closed if I don't respond quickly??? I've replied again and expect to hear from someone soon. Hopefully.
2) I also submitted another request on the Forums five days ago for help with a new external drive that TIH 2012 won't create an image on. No response as of yet.
I do appreciate your response, but the Support process seems to break down. I've followed directions from the beginning, so can you help me understand what I should be doing differently? Thanks
Hey RickStep, I feel your pain buddy. I was going to hold off in a response to your message, but my frustration grew with the singular act of responding to Yana's message when Acronis generated yet ANOTHER individual case#... WHY? How can they, or us, possibly track such a convoluted paper trail?
I've sold software and have experienced Support's pain from trying to address products that were pushed out the door to reach a milestone delivery deadline, which I "feel" happened with TIH 2012... considering I couldn't get the early release of 2012 to install on Win7 or XP until they released the latest build. Or even now, to simply create an image on a new external drive. The people in Support are trying, but their processes need significant tightening up and beefing up to address the customer base.
I'm a repeat customer and it's a great product when it's functioning correctly and I have every expectation that they will make things right. Hopefully soon....
Hi Rockfish1,
Thank you for the feedback.
To be honest I completely share your point of view, and understand how this situation with the product can be frustrating. Unfortunately Forum is not a support channel, but a Community, that's why we strongly recommend to contact support directly - we simply cannot provide timely technical assistance here. We do work hard on providing best Customer Service possible, but unfortunately such situations as yours happens. We're tracking such situations, and looks carefully into each case to avoid such situations. Rest assured that you're request is also under management's attention.
The reason why our system created 2 additional cases is simple: we're using an automated system for case creation, it helps to speed up the process of receiving and handling requests. All e-mails are tracked according to the so-called reference number, you might've seen it at the bottom of the page and in the subject, it looks like [ ref:0000xx.0000XXxXX:ref ]. In case our system doesn't find the reference number in the subject and the body of the message it considers it to be a new request, and creates a new ticket.
In such situations we usually merge the sub-cases into the original one to avoid further mess.
Back to the issue itself:
I have checked the state of your case, and can see that it's been handled, and the support technician sent you the instructions with the solution. I would really appreciate if you could keep us posted regarding the issue state, and let us know whether it solved the problem or not.
I'll also update your thread in a couple of minutes.
Thank you once again for sincere comments.
Hi Yana, thanks again for your response. A couple of things...
I am working through Support but have not reached any resolution. I went to the Forums initially because I responded to a request for more info on my case on the Support pages only to receive an email two days later that Support will consider my case closed since I haven't responded to the information requests. I've returned to the Support pages and sent an additional followup that is still unacknowledged after a week.
I've also just responded to an additional request for information by one the Support professionals, who had also request I run chkdsk and provide feedback. To date, I've performed the following steps as directed by Support and haven't achieved a resolution:
- Ran chkdsk on both my C:drive and Y:drive (partition on external Seagate drive) and found no errors.
- Reformatted and partioned the Seagate (partition 'Y' is now only 250gb).
- installed latest SnapAPI drivers twice.
I can create backup images on other drives, but can't create a backup on the new Seagate. I really appreciate your reply and concern, but I'm losing confidence that we're going to find a fix. Are there known incompatibilities between Seagate (never installed the backup s/w included with the Seagate) and TIH 2012, or with True Image and large drives? Any other ideas? Thanks again.