Support? What support?
==> Indeed.. and if you look, the majority of the 5-star reviews were all placed within a few week period in October and early November.
Wonder how many stars it would get now? Amazon is down to about 2.5 and NewEgg is about 3. And if you remove the salted reviews???
Acronis, is anyone home?
The statement I made about the reviews being "salted" ("seeded", if you like) was speculation.. albeit based on some very interesting circumstantial evidence. It could be that people rushed out there to be the first to review.. before they had fully tested the product (although none of them seems to have changed their reviews, and with a stated 15% "failure" rate, well.. like I said, interesting).
Now there's a good idea! $25 isn't a big deal but like everybody else I hate buying stuff only to find out that's it's broken and then they won't take it back.
There was a $25 rebate (see attached), so it doesn't actually cost $25 :)
So I can't complain :|
Sorry, but I am another victim. I bought the "deal" to get three machines covered and NOTHING has worked and NO ONE has EVER responded. The system says my password is no good and never sends the new password email. I have tried dozens of times. No email. Nothing in the SPAM filters. No one answers emails, EVER. No one answers on the chat. It has been a month and still nothing works at all. I have never been so angry or so disappointed in anything. I have been an Acronis user forever, but not anymore and not ever again. Acronis is history. The company is obviously failing and soon will be dead. This is how they all die - all support stops first. My BBB complaints are going out now. 30 days is too much time just to try and get an answer, let alone a solution. What a waste of money! I suppose there is no hope of a refund.
Acronis is history. The company is obviously failing and soon will be dead. This is how they all die - all support stops first.
This what I thought. It is only matter of time when Acronis is dead. :( If not, I just keep wondering what is going on...
Christopher,
Is this the task notification email or the email containing your serial numbers that is not coming through?
Hi Christopher,
So you have the password problem too eh? Every time I log on to the Acronis site my password doesn't work and I have to reset it. The next time I try to log in the new password doesn't work. Password problems aside, I've had no response from Acronis support from either email or chat. Now my 30 day support has expired and there is no way for me to get support except through the forums. Well I'm not seeing much help here; just more problems with no solutions and complaints about support and a disk imaging program that doesn't work. They are history for me too.
Getting your money back? I've read in the forums that it's possible but it takes a long, long time. It might not be worth the effort.
Yos
Hello all,
Thank you once again for your comments, and feedback provided.
Roger, I understand you're frustrated. However I would like to mention that the follow-ups from support (the ones that you were receiving) actually didn't contain a message "Can we close the case?" It was a information request follow-up, sent by our system, and it contains this message:
"We are following up with regard to your recent Acronis support case # XXX. We requested additional information several days ago and have yet to receive a reply. Please let us know if the issue has been resolved or you need more time to respond.
If your issue has been resolved to your satisfaction, please reply to this email and simply enter "RESOLVED". If you require more time, please reply to this email and indicate when you might be able to reply to our request for more information. Otherwise, please reply to this email with the requested information."
Apparently we were waiting for news from you, but you never replied, and the system closed the case.
We have also asked you to install the latest update, and you never got back to us with the results. We are willing to help in solving the issues faced, but we cannot do it unless you let us to.
According to our system we received the last technical request from you at the beginning of November. It's status is closed, and you do not have any other cases in process. So I regret to inform you that we have to ban you from our Forum for 2 weeks again:
according to Acronis Forum Terms of Use multiple negative messages, submitted by the User without any actual problem, are recognized as negative spamming for heating the atmosphere on Forum.
As this is a second time when we had to ban you from Forum for the very same reason, the next ban will be permanent.
Still, if you would like to receive our support, let us know, we will really be glad to help you.
Thank you for understanding.
Henk, I'm sorry to hear your trust in our product is ruined even though you never had issues with it. It's entirely understandable, though. One thing I can say for sure: we do not replace HAL, it would be a severe violation. I would like to provide you with more information about what and where exactly is getting installed. Maybe there's been some misunderstanding, or maybe we do need to modify the installation process.
I would like to forward your concerns to the Development team. Rest assured I will get as detailed reply from them as it's possible, and will get back to you.
Christopher, I'm sorry to hear you're upset and frustrated. Our management team would like to investigate the situation with support. Unfortunately I could find only refund request filed from your account, no technical requests were issued before it. I assume you've opened them from another e-mail account. I would really appreciate if you could specify me its number.
Yos, I couldn't find any support requests from your either. Actually, your e-mail is not registered in our support system at all. Could you please specify me any case number you've opened?
Please also provide us with the link to the thread where it's stated that it's not possible to receive a refund for the product. This is important for us, as we do guarantee 30 days money back, and never break this rule. So all such reports are processed by the Management team.
tuttle, thank you.
What I really want to say is this:
Please, be sure you are heard. It's not just the Forum team who say: "Yes, we will forward your feedback to the Management team". (We always do, by the way). We do value your opinion and listen to it. We know we are not perfect. But we are really trying to become better.
Currently we're looking into the possibility to make the support policy more flexible so that it would suit our Customers better.
Yes, Forums tend to contain more technical complaints as happy Users don't post. Yes, there are more Users without any issues then Customers that have technical difficulties (85%/15%). But no, we do not think that 15% is a small number. It's actually a huge one.
We're really working hard on making the product (and our team that works on it) better. We understand that backup software must be reliable and stable. We already improved the collaboration between the Development team and support, so all your comments get forwarded to them. We also do investigate any incident reported to happen with support. Just let us know directly. Send a message to the Forum moderator with the case number. If you have difficulties with contacting support, please refer to the thread dedicated to such problems. We cannot guarantee a reply within 24 hours, but rest assured we will respond. You can also always send your feedback to the Managers directly.
Thank you for understanding, for your feedback, and for being with us.
We appreciate it.
Hello all,
as we would like to keep our dialogs constructive, we're locking this thread. Please feel free to refer to this thread in case of any procrastination with reply from support side or issues contacting the technical department.
Thank you.