Does Acronis have an objection to my last post?

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Yesterday I went in to chat support. To make a really long story really short the tech told me that there was an F6 option when using the Acronis Bootable Media that will let you install mass storage controller drivers before backing up.

I was very patient but the same senario exists virtually every time I hit chat support. I have to repeat the question several times. Always put "on hold" while the tech researches the subject. Always given a totally incorrect answer and sent on a wild goose chase. After about an hour I asked the tech to boot a ABM CD and show me where this option was to install mass storage controller drivers before backing up. After another half an hour "on hold" the tech finally came back and admited the option was not there. After looking he said what he saw was under the Universal Restore options.

For documantation purposes I posted the chat but Acronis removed it without explaination. I would have to assume that I violated some posting rule by posting the chat. Would you please explain the reasoning behind not allowing support chats to be posted?

I have to state I am not mad or hostile in the least bit. I wanted Acronis to see how totally inept and uneducated the chat support techs are about their product. This was not even close to the first time this has happened to me. If I had a nickle for each time I was sent on a wild goose chase by Acronis techs I could have retired 10 years ago.

This post is simply to point out how horrid support is. After all the complaints and gripes about Acronis's support why hasn't it changed a bit? Why aren't your tech educated or familiar with Acronis products? My jaw dropped when I was told by this tech that you could essentially F6 mass storage controller drivers in to the ABM before backing up. I knew for a fact you couldn't. I played along just to see how far it would go.

If I didn't ask the tech to boot a AM and show me where the option was I would be off, once again, chasing something that didn't exist! Why has your support not improved a bit after this whole BR10 disaster and when will it ever? Do you just pull the techs off the street and tell then to answer questions how ever they want just to make the customer feel like they are getting support?

Please, please quit wasting my time!

Di, 03/09/2010 - 23:05
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Jim,

From the TOU...

By engaging in the Acronis Forum Community you agree to the below rules of conduct and that you will:

Not post any private communication (e-mail, chat logs, private messages) without the express permission of all the parties involved into this communication.

I read your post and it seemed that the original question you asked was misunderstood (of course, I don't know exactly what the original question was...). At first, I thought the tech was referring to the WinPE-based media (you can add drivers). Whether or not he was, I don't know.

You asked about being able to add mass storage controller drivers when the rescue media boots (like F6 in XP install). The answer was that they could be added manually and they had to be .INF, .OEM, or .SYS files only (no .MSI, etc.).

The fact that Windows drivers were stated made me think about the WinPE-based CD. I also thought you were talking about B&R and not Echo. It's my understanding that the WinPE 2.x builds will allow drivers to be added after booting. They could probably also be added into the build, though perhaps not directly with the Acronis tools (I haven't tried it).

In addition, several phrases had double meanings depending on what was being referenced (and I'm not sure that both of you started off referencing the same thing).

I'm sure Acronis is well aware of the support problems and is taking steps to fix it.

As for support in general (not just Acronis), many times, when I get to a point where I need to contact support, my questions/problems are already way over Level 1 or Level 2 support. I admit, it can be frustrating.

Mi, 03/10/2010 - 17:46
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truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
Regular Poster
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Kommentare: 185

Hello Jim,

Thanks for raising the problem. MudCrab  is correct quoting TOU. That was the reason for editing your post.

I have to admit that the information provided by chat agent was not accurate and I can assure you your feedback was delivered to the agent's manager. As of now the agent was removed from service delivery for further trainings and coaching.

Should you have any other examples to share - send them to me directly via PM. I will take necessary actions on our side.

Thanks.

Andrey Zarubin | Forum Team Manager

Mi, 03/10/2010 - 15:21
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