Refund Please?
This is essentially a complaint, because I feel I have exhausted every other option available.
We are a Business that has just purchased 3 licenses of the Acronis backup and recovery 11 Virtual edition + dedup + universal restore at a cost of $8,000ish.
We have no special requirements just backup 20-30 VM's to tape each night 5 days a week.
Since installing ABR11 5 weeks ago we have not been able to achieve a successful backup to tape i have spent around 30hrs on the phone to support
(today alone 6hrs).
Oh and the web site says they are experiencing heavy volume (i can see why with this product) and wait times are 10-15mins my average over 6 calls across 2 days was 25mins until answered.
I have lost track of the open cases i have at the moment although they seem to disappear from the helpdesk system even when i ring back 10mins later!
I would rate ABR11 virtual edition as an alpha version (at most) in its current state, and we are using version 11.0.17318.
Support for the product is nil, i have spent about as much time receiving help (if you can call it that) as giving it to the techs for instance:
Nothing works via the management server so one tech told me that i had to schedule 3 backups one from each virtual appliance and separate them "by a few hours..." (stupid i know but i played along)
i asked what happens when vCenter DRS (load balancing) migrates a VM to another host? The response i got was "You will need to edit the backup jobs each time...".
This is the kind of "support" we have been receiving, this guy was just making it up as he went along but most of the time they are just using the KB as the fall back.
All this time i have been thinking if there are so many problems getting the software to preform a simple daily backup then what’s going to happen when attempting a restore?
Ultimately this led to the question will we ever trust this software as THE last line of defence in a disaster scenario? Defiantly not!
So we have given up on the product, i have asked my supplier for a credit but told i must get a return number from Acronis so Acronis can you do this?
