Cancel subscription and get a refund
I have had problems with this product from day one and needed constant technical assistance to make things work. My issues never got resolved properly before the free technical support ran out. In the meantime my monthly subscription had been changed into an annual subscription, which is not what I wanted.
Now i have ongoing problems with this terrible software, but it not possible to get technical support without first paying for it.I have received no response to e-mails, complaints and feedback.
Back-ups take days and days, even when only a few files have been added or they just hang. In the meantime my internet speed is down to a crawl. When trying to restart the PC, i get messages hat processes need to be completed first, but this goes on forever as well, so in the end i need to force quit the PC.
This is a truly awful product, which has cost me greatly in productivity.
I want to cancel my subscription and I want my money back. NOW ! Can someone please tell me how that might be achieved, because Acronis is certainly not getting back to me.
It is a horrible program that does not deliver the goods. I cautiously only had a monthly subscription. I then got constant messages telling me that my "trial version" was about to expire. I had several technical assistants accessing my PC to fix this problem (one rang me at 11 pm !!) and then was guided to their subscription web site. When i renewed my monthly subscription it turned out i was in fact signing up to an annual subscription.
I am very annoyed at this and if I don't get a refund, I can promise Acronis that they will lose a lot more business than what a refund would cost them.
Hello Nick and Arne,
Thank you for posting and I appreciate your feedback.
Please check these instructions for contacting our Support with a valid online backup subscription.
I am terribly sorry for all the inconvenience and if you have additional questions feel free to send me a private message directly.
Thank you.
Hi Anton, I have a look at it the next few days. I find most of the technical "instructions" beyond me though. I am sick and tired of constantly having to fiddle with this program. I just want it to work.
I agree again.
This is the response from the support team, showing that they again are passing the ball to the consumer:
"Kindly provide us the following details so that we may escalate the case to the Expert team.
We would request you to kindly refer to the knowledge base article below to check whether the Ports and hostnames that Acronis Online Backup needs to have access to are correct: http://kb.acronis.com/content/4350 : Acronis Online Backup Access Ports and Hostnames.
Kindly also provide us the PCAP logs as recommended in the knowledge base article:
http://kb.acronis.com/content/1763 : Collecting PCAP Logs.
Please note that we require these information so that we can re-escalate the case to the concerned team. As per the forum: http://forum.acronis.com/forum/22231 , we do not see any authorization fro refund."
As someone on the Forum wrote: "Acronis wants us customers to be alpha testers", and as Nick writes: "I find most of the technical "instructions" beyond me though. I am sick and tired of constantly having to fiddle with this program. I just want it to work."
The same goes for me. I want a product that works without fiddling, and since Acronis can't deliver that I want a refund. Let someone interested in it, or being paid for it do the testing
I think we have to start posting on a few other forums Arne and let the wider world know that this software is just not up to scratch. I have never encountered so much trouble with any software and I have been using both Macs and PC's for years.
I have been told that a refund has been issued. Thank you for your assistance Anton.