[RESOLVED] How to make Refund Request?
Is there a specific process or phone number etc. required in order to make a refund request?
We have been trying for 2 weeks to get some simple backups to a tape library working, and the more I see, the less comfortable we feel that this product is going to work. We have been through front line and 2nd tier support. Actually, it was referred to the 'Expert Team' 4 days ago but we have heard nothing from them (01569380) - though we have done additional testing on our own.
The bottom line is that this has snowballed into a risk proposition that we cannot continue to accept and need to fall back to our preexisting backup platform simply to cover our operation.
I have sent emails to an Acronis sales contact that our sales rep (resold through Dell) sent to us, called the corporate office to speak with someone in sales and got the 'general voicemailbox', and currently am unsure how to proceed. I have heard not a peep.
Please - Any info would be appreciated. We have had the product installed for 2 weeks, invested 60+ man-hours on this, installed and re-installed or repaired it about 4 times, tried a wide array of backup plan configurations and system configurations and we are getting essentially nowhere. Simple backups run.. say a few folders from a machine as a test.... but backing up multiple machines/volumes to tape simply does not work. We have Advanced Server, VM w/universal restore, SQL agents, and 7 physical machine licenses all installed in a Microsoft environment backing up to an HP MSL2024 library. We have had enough at this point and feel it reasonable, required really, to request a refund in this case.
Thank you.
Issue resolved here.
Hello Steve,
Thank you for your post.
We apologize that you had to reach out to us. I have forwarded your feedback to our Management team based on issues you have experienced with the product.
There is a case that is currently being worked upon by our Expert Support Professional to address the tape issue that was reported to Support. I believe the Support Professional has reached out to you to troubleshoot further.
To address the question around refunds, we do not have any specific support phone number that handles refund requests. However, we recommend that you reach out to your reseller to talk about your refund request as they would be in a better position to address this with you.
Again we apologize for the in convenience caused to you. You can always submit your feedback using this link.
Thank you.
My ticket number is 04206586, software does not work, technical assistance is useless and I have been denied a refund, but I have 2 months without service, and nothing has been refund, do you think is fair to pay for 12 months service and get only 10?
David.
David Effio wrote:My ticket number is 04206586, software does not work, technical assistance is useless and I have been denied a refund, but I have 2 months without service, and nothing has been refund, do you think is fair to pay for 12 months service and get only 10?
David.
Dear David,
I've reviewed your case - my colleagues should have extended your subscription to compensate the time when the service was not available. Please let me know, if you there are any questions or concerns.
Hello everyone. I am new here. Interesting thread, thanks for the information.