How do I purchase the Acronis Advantage Home?
Today I purchased ATI 2010 and the Plus Pack from your web site. I wanted the one year subscription for phone based support, but there was no option to purchase it. I assumed that perhaps I could only purchase the support package after I purchased the ATI and Plus Pack.
I also looked in the "my account" area. There is an option to purchase a pay-per-incident, but no other option.
You have a web page that talks about the Advantage, but even there, I did not see how to purchase it.
When I got on "chat," the person told me that it is ONLY available when you do your original purchase. I certainly hope that is not correct. If so, that is a terrible way to do things, so I hope it is not correct.
Dennis,
The bad news is that the Advantage option is not available for the Home version of TI, it is included in the price for the business versions (upgrade and full).
This is yet again a failure in Acronis' wording - something I can normally give some leeway to, considering Acronis is a Russian company and English won't be its' first language. However, seeing as how there are many Vice something or others who are American and seemingly in charge of advertising and customer service, one would have thought, they would have found the use of English not such a problem (though me being English, I sometimes wonder........ ) and would be alert to the use of what would turn out to be misleading or confusing sentence constructions to a native English speaker.
You can check out my theory, by clicking on buying ABR10 (any version) and you'll see that the text incl. Acronis Advantage Premier appears in small text, do the same with the Home version and it doesn't.
Dennis,The bad news is that the Advantage option is not available for the Home version of TI, it is included in the price for the business versions (upgrade and full).
This is yet again a failure in Acronis' wording - something I can normally give some leeway to, considering Acronis is a Russian company and English won't be its' first language. However, seeing as how there are many Vice something or others who are American and seemingly in charge of advertising and customer service, one would have thought, they would have found the use of English not such a problem (though me being English, I sometimes wonder........ ) and would be alert to the use of what would turn out to be misleading or confusing sentence constructions to a native English speaker.
You can check out my theory, by clicking on buying ABR10 (any version) and you'll see that the text incl. Acronis Advantage Premier appears in small text, do the same with the Home version and it doesn't.
There is no way to misread the web page that says it is available, language barrier or not. That is really bad. Also, I was told by both Live Chat people that I talked to that it is available, BUT only on the same order as your product purchase. HUH??!! Bad, BAD policy.
Russian company, but Indian support team. I used Live Chat twice and both times got a person who's name was Indian. It is truely an International company. All the more reason to insure that every one who has contact with a customer is totally fluant in that customer's language. It shouldn't take an extra half hour to keep clarifying because the support person does not understand the language he/she is typing in. Apparently, the support people also "multitask" because there are incredibly long pauses between responses, up to five minutes.
I suspect that the Indian call centre probably deals with more than one product and the operators haven't ever held an Acronis product in their sticky mitts.
I imagine their scripts (don't get me started on how much I dislike rigid question and answer scripts) are more or less like the knowledge base and if your problem doesn't fit in, they have to talk to a supervisor who has some but not much more extra information and has an Acronis contact.
Sometime ago I offered to be 'employed' to help write their manuals in English speaking English and check for disparities in their various publications, they expressed some interest and then obviously couldn't find the right head honcho who could work out if such an arrangement would be feasible and go from there - mind you maybe they felt too poor to employ an extra person from the antipodes, and an ' in person ' interview would be difficult.
The chaps and chappesses on the Acronis stand at the Microsoft Technet event at the Gold Coast (in Australia) recently, also don't have much knowledge of the product, only loads of remembered sales blurb, but then even after 15 years in Australia some people still misunderstand my British accent.
By the way I forgot the HTML tags would delete part of my post.
Where I took a ' dig' at American English, I had put the word joke in brackets, which of course reappears to me if i click edit and is discarded when saved.
Hello all,
I posted my reply concerning support options available for the Home versions of Acronis software in this thread.
Please do not hesitate to ask additional questions if the provided information is not clear or you need a further assistance.
Thank you.