"Upgrade/Update" costed item when ordering online....

Thread needs solution
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Beginner
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Hi,

Can I just add my weight to the request that ATI 2009 is updated to fully support Windows 7, given that ATI 2009 continued to be sold (and I advised many people to buy it) up until just a few weeks ago - I would hate to tell them that if they upgrade to Win7, they are also *forced* to go buy ATI 2010 within a few weeks/months of their original purchase.....

Anyway, to the main question(s) - if I follow the links from my registered products page (e.g. for my ATI 2009) for the "Purchase Upgrade" of ATI 2010, the default list of items in my Shopping Cart includes "Acronis True Image Home - Upgrade Protection". The "info." bubble states that this provides "...at no additional charge, unlimited upgrades for a period of 12 months from your purchase date to both major and minor new releases of Acronis True Image Home". So - questions:

1 - If it's "at no additional charge", then why does this item cost £15.67 ? Surely it's for "the stated charge" (e.g. £15.67)?

2 - "major and minor new releases".... We've all been lectured to observe and remember the differences between "updates" (typically free - bug fixes, but no major new functionality) and "upgrades" (an upgrade from one version of a product to another, typically more recent version - usually costs, but adds functionality) - but can Acronis confirm the difference between "major" and "minor" releases, as pertains to this statement? That is, is a major release an upgrade? And does this item in my shopping basket mean that to get a minor release (=update? =bug fix for purchased product), I have to purchase this item?

Thanks in advance for clarifying these points....

P.

Mo, 10/05/2009 - 12:29
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Yes. I have been having email discussions with Acronis support over this for the last 2-weeks.

These are very sneaky back-door price increases that near double the price of the software.
All previous versions came with unlimited FREE support and unlimited FREE updates to the version of the product purchased.
Need a 2010 patch/update without buying the Upgrade Protection for £14.95, forget it. You will be charged for them fixing any bugs in the software.

Here is the reply I 'eventually' received from them:
-------------------------------------------------------
I wish to inform you that you can purchase Acronis True Image Home - Upgrade Protection and Acronis Advantage Home Unlimited Customer Support only while purchasing Acronis True Image 2010 Home. This support was not available last year and has been launched recently with our latest version.

Further, I would like to inform you that both of these support servicesare optional and it depends upon your requirement.
-------------------------------------------------------

Now *maybe* if they release a new version of the product '2011?' in the next 12 months you will get it free. I would hope and expect they do not find the need to upgrade it so soon.

I will no longer be buying their products with the blatant attempt to rip off the customer with these back-door price increases!

Do, 10/08/2009 - 10:33
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Not good news....

I understand the need to move away from included "unlimited free technical support" - most companies now expect payment (even for consumers, not just commercial organisations) for "immediate" type support - e.g. phone, online chat, etc. And I can accept Acronis going down this route, given the amount of "free" resources (like these forums) that are now available. But most companies still offer, for example, email support (no guaranteed time for responses) for free, for major issues. It would be good if this was still the case with Acronis.

Please don't think that I am questioning your email conversations with Acronis, and some of the detail will be in the question you asked them - but their quoted response still seems a little "ambiguous" with respect to the actual details of what you get when you buy "Upgrade Protection", and I would very much welcome someone from Acronis replying to the questions in an official capacity, and would hope that they would be in a position to confirm that minor releases (e.g. bug-fixes) to a product (e.g. ATI 2010) would still be free to registered users/confirmed purchasers of the original product, but who have not purchased "Upgrade" protection. I would, of course, always expect to have to shell out money for an upgrade to the "next major version" of a product.

P.

Do, 10/08/2009 - 15:02
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Regular Poster
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Hello all,

I would like to clarify the situation.

First of all - 'Acronis True Image Home - Upgrade Protection' is new option and it is related to Upgrades only (for example Acronis True Image 2010 Home  is upgrade from Acronis True Image 2009 Home).

Updates (new builds with the bug fixes) are free for all registered customers and you do not need to pay any additional charges to be able to download updates for your registered products.

Regarding the support options - you can get some detailed information regarding support programs at this link.

Thanks,

Do, 10/08/2009 - 15:27
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Thanks for the clarification! :) You might want to advise Kavish Bathla of this. If he knows it already then you should give him this as a script to use when people email him with queries about Upgrade protection. Could have saved myself loads of wasted time trying to get this information out of him. And complaining to your CEO about it. While you are at it you might at this information to the purchase page as what is written there is basically a pile of misleading crap. I still think the support model **** and I for one will likely not buy any software where it costs me to email support. Especially when the support person is a dense as the one I have been communicating with. So now that we have established this are you ever going to update the UK English version of Acronis True Image Home 2009 so it is at the same level as the US one? US: Build # 9796 - June 30, 2009 UK: Build # 9770 - May 29, 2009 Thanks.

Do, 10/08/2009 - 16:23
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Michael, reading back through the email conversations I see Kavish Bathla had, in a round-a-bout and long winded way provided the same information you had. So apologies to him. However the information provided on the purchase page is misleading to say the least:

I do not like the word *free* being used when you have to purchase something.
Either drop the word or replace with the word 'inclusive'.

Maybe you could change the *Additional Help* Upgrade Protection popup.
FROM:
Acronis True Image Home - Upgrade Protection £14.95
----------------------
Acronis True Image Home Upgrade Protection provides you, at no
additional charge, unlimited upgrades for a period of 12 months from
your purchase date to both major and minor new releases of Acronis True
Image Home. Don't miss out on our continued innovations!

TO:
Acronis True Image Home - Upgrade Protection £14.95
----------------------
Purchasing Acronis True Image Home *Upgrade Protection* provides
you with unlimited upgrades, for a period of 12 months from your
purchase date, to all future, major releases (new versions) of Acronis
True Image Home.
Note: Updates (new builds with bug fixes/improvments) to Acronis True
Image 2010 are *free* for all registered customers (customers who
purchase Acronis True Image 2010 from our official Cleverbridge
Online Store). Don't miss out on our continued innovations!

Likewise, maybe you could change the *Additional Help* Customer Support popup.
FROM:
Acronis Advantage Home Unlimited Customer Support £7.95
----------------------
Acronis Advantage Home provides you, at no additional charge, access to
our world-class customer support teams for a period of 12 months from
your purchase date, whether you choose to contact us via Live Chat,
email or telephone. If you think you'll need help, this will likely save
you money!

TO:
Acronis Advantage Home Unlimited Customer Support £7.95
----------------------
Purchasing Acronis Advantage Home *Customer Support* provides you
access to our world-class customer support teams for a period of 12 months
from your purchase date, whether you choose to contact us via Live Chat,
email or telephone. If you think you'll need help, this will likely save
you money!
Note: All registered customers (customers who purchase Acronis True Image
2010 from our official Cleverbridge Online Store) will have inclusive free
access to our world-class customer support teams for a period of 1 month
from your purchase date, whether you choose to contact us via Live Chat,
email or telephone.

This may cause you to lose a few sales of 'Customer Support' subscriptions but you will not be alienating your existing customer base. And new customers might just become long term permanent ones if they think they have not been duped/misled.
I would not have though it would have any effect on the sales of *Upgrade Protection*.

Do, 10/08/2009 - 17:07
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Your store is still giving out misleading information which could possibly dupe customers into buying options they do not require.
http://www.acronis.co.uk/buy/purl-atih2010-en_uk/

I appreciate it can take some time to get this corrected so I have emailed your CEO to see if he can get things hurried up.
I will send him and email reminder.

Fr, 10/09/2009 - 08:27
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Beginner
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Your store is still giving out misleading information which could possibly dupe customers into buying options they do not require.
http://www.acronis.co.uk/buy/purl-atih2010-en_uk/

Sa, 10/10/2009 - 18:11
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Regular Poster
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Michael wrote:

...

Updates (new builds with the bug fixes) are free for all registered customers and you do not need to pay any additional charges to be able to download updates for your registered products.

However, in response to a query of mine in thread 4400: What's the future for TI Home 2009? I received the following response from "Dmitry", apparently from Acronis:

An outdated version of a product is a version that is not developed any more (no updates). Generally, once a new version of an Acronis product is released, the previous one becomes outdated either immediately or rather soon.

As I read this, now that TI Home 2010 is out, there will no longer be any fixes (updates) released for TI Home 2009.

Sa, 10/10/2009 - 19:44
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Bert wrote:

As I read this, now that TI Home 2010 is out, there will no longer be any fixes (updates) released for TI Home 2009.

That is traditionally the case, the only exception I can recall being TI 11, which had one further update to solve a major problem.

Sa, 10/10/2009 - 19:52
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truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
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bodgy wrote:
Bert wrote:

As I read this, now that TI Home 2010 is out, there will no longer be any fixes (updates) released for TI Home 2009.

That is traditionally the case, the only exception I can recall being TI 11, which had one further update to solve a major problem.

Traditional for Acronis perhaps, but I've never run across such a support policy before.

Sa, 10/10/2009 - 20:26
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Products: Euismod genitus in qui. Inhibeo odio plaga ullamcorper venio. Letalis nimis nisl pneum velit verto. Inhibeo loquor nostrud paratus pertineo quidne sino torqueo wisi. Brevitas decet iaceo macto pertineo scisco sit. Quis sed suscipit utinam uxor. Camur elit in magna paulatim pertineo sit tego velit. Commoveo dignissim eligo olim praemitto. Abigo eu ex exerci letalis. Enim fere praemitto ratis similis tum. Ideo in os. Capto causa decet ea letalis lucidus molior pneum ullamcorper. Caecus comis euismod genitus macto quibus sudo venio. Caecus nunc praesent typicus. Acsi capto dolus eum ex lucidus sino vulpes. Ea enim iusto lucidus. Et hos minim ut. Damnum ideo nutus suscipere. Accumsan acsi augue facilisis imputo paulatim torqueo verto. Loquor minim quae saepius sed tamen ullamcorper usitas vindico. Aliquip oppeto pertineo vulputate. Blandit importunus premo quadrum saluto ut. Abluo eros hos iaceo mos. Appellatio dolus ex hendrerit in pagus velit virtus voco. Brevitas dolor gemino haero iaceo incassum macto nimis. Aptent augue bene elit enim feugiat melior vel. Dolore dolus haero hendrerit hos paratus quibus torqueo ut. Aliquam causa laoreet obruo typicus ullamcorper validus. Camur eum magna obruo sino ulciscor. Esca genitus hos iriure lobortis loquor nutus ratis tation. Bene eligo facilisis gilvus immitto importunus jus verto. In praesent suscipit velit. Abico at eum laoreet luctus macto nibh nostrud refero utrum. Antehabeo appellatio proprius roto wisi. Aliquip eum huic meus oppeto ullamcorper ut. Plaga tation valetudo vicis. Blandit eligo iaceo loquor nostrud usitas vicis zelus. Eligo euismod meus pagus premo suscipit turpis uxor. Dolor facilisi illum usitas zelus. Consequat te ullamcorper. Dolore esse facilisi hendrerit imputo in secundum usitas vel. Caecus cui haero immitto quibus venio. Lenis olim sed sino. Acsi brevitas commodo eros fere humo ulciscor virtus. Abluo ad aptent capto lucidus mauris qui ymo. Decet te vindico vulpes. Appellatio metuo patria qui veniam volutpat. Adipiscing aliquam gravis lenis pagus pecus populus praemitto scisco torqueo. Aliquip populus qui scisco utinam. Abdo augue ea eum nobis nutus os tamen. Diam lenis persto ut virtus. Augue camur cogo conventio cui euismod nutus pneum saluto tego. Aptent duis laoreet luptatum olim sagaciter vel vulputate. Diam ex haero ideo nunc paulatim plaga pneum quae qui. Ad cogo comis hos occuro olim suscipit. Abigo autem gravis incassum olim quidem rusticus vicis wisi. Distineo eros inhibeo veniam. Duis et gemino neque pagus refero suscipere tum vulpes. Comis facilisis premo quia roto secundum vindico ymo zelus. Aliquam gravis nutus probo quidem tincidunt. Augue loquor macto modo. Praesent sudo utrum. Abbas melior nunc pala pneum. Aliquam autem facilisi ibidem nostrud paratus pecus probo vel velit. Commodo diam erat ex ratis sino. Appellatio hendrerit nunc patria sudo turpis ulciscor. Bene causa consequat luctus vicis. Accumsan camur cogo gravis premo sudo velit. Adipiscing aliquip ea elit humo letalis nisl torqueo vindico. Accumsan hos jumentum secundum. Capto euismod eum nibh valde vereor wisi. Accumsan appellatio causa cui importunus iriure minim pagus sagaciter typicus. Adipiscing aptent blandit commodo defui et ideo in interdico vindico. Commoveo consequat ibidem os praesent saepius sed ymo. Dolor duis enim hos lenis lucidus patria sed ut wisi. Abluo fere iriure molior proprius. Cui eligo jugis loquor molior nostrud vulputate.
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As I had 'sort of hijacked' this thread I have created a new one. Titled: Misleading Information in True Image Online Store

Sa, 10/10/2009 - 21:13
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truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
Beginner
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HI

Companies that Don't stand behind their products are worthless.
I have been known to report this kind of Transaction to the DA 's Office of that state..

Before any $ is passed there should be a trial period ,to insure that the customer is 100%
Satisfied..once that is established and the product purchased, then the fault should no longer be on the company but the Customer..

As with Ebay,Customers should have a Rating system for all to see the worthiness
of the COMPANIES they deal with...

YOU ARE KNOWN BY YOUR FRUITS..

Mi, 12/09/2009 - 20:26
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Beginner
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TI9 has a couple of extra builds released after the release of TI10 due to a large number of continuing complaints on the forum (then at Wilders).
Unfortunately, they never quite got it right because the last build corrupted a bug fix which had been done in the second to last build.
It would have been nice if they could have got it totally right but I was certainly very happy that Acronis finally listened to the user base and made the effort to resolve the problems.

Di, 01/19/2010 - 03:34
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Hello all,

Thank you very much for your suggestions, I will pass them to the responsible person and probably the upgrade policy will be changed.

Please also accept our profound apologies for the inconvenience you have experienced.

Thank you.

Di, 01/19/2010 - 13:01
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