Unable to restore ESXi virtual machine - Horrible Support

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We've been trying to restore a ESXi 6.5 virtual machine running Windows Server for over a week now (failed 6/1).  We tried to restore from a local NAS device and from the Cloud backup with no success. The recovery gets to around 14-20% each time and throws "Activity is not responding".   Acronis support is abysmal!  They've provided zero support thus far. We've submitted log files, screen shots and all the information they requested a week ago and we've heard nothing.  We've called every day for a week and all they say is they'll update us when they can.  I've been on hold for over an hour   How can any business depend on them for backup?   Is everyone else experiencing this level of support?   Is there any option for getting in touch with an American support specialist?  Any help would be greatly appreciated.

Di, 06/08/2021 - 19:46
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Dear Everett,

thank you for letting us know about your experience! I'm really sorry to know that you're not satisfied with our software and service and sincerely apologize for any delays in the investigation. We've prioritized your open ticket and will keep an eye on the investigation progress. As per the records in our internal system, one of our experienced engineers should have contacted you with the further instructions. Please let me know, if you have any questions or concerns\feedback regarding the ticket, do not hesitate to PM me anytime.

Thank you for your patience and co-operation! 

Mi, 06/09/2021 - 21:11
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