Phone support for ..... (Australia) is broken and needs to be fixed
The technical phone support for the Australian number is broken - it loops at the "enter product key" section.
Steps to reproduce the problem are:
1. Dial **Phone number removed ** by Michael (Australia)
2. Select 4 (tech support)
3. Select 1 (enterprise product - actually choosing any option here will produce the same result)
4. Select 2 (english)
5. Select *# (for a new case)
6. Enter the first 8 digits of the problematic product serial code followed by the # key.
7. Enter the second 8 digits of the problematic product serial code followed by the # key. (loops here)
8. Enter the second 8 digits of the problematic product serial code followed by the # key.
...
Step N. Enter the second 8 digits of the problematic product serial code followed by the # key.
Apparently if you keep mashing the pad you can eventually get through to someone (after about an hour).
However, fortunately there is a way around this by doing the following steps:
1. Dial **Phone Number removed** by Michael (Australia)
2. Select 4 (tech support)
3. Select 1 (enterprise product - actually choosing any option here will produce the same result)
4. Select 2 (english)
5. Enter a random case number (between 2 - and 7 digits long) followed by the # key
6. Select 1 to confirm.
7. Select 1-4 (for severity of the issue - picking 1 seems to work)
8. And then you're straight through to someone.
However, this of course is not really how the phone system is supposed to work... can this be fixed?
Regards,
Jarrad.
Hello Ebor,
I would forward this report to the appropriate person and it will be fixed as soon as possible.
I would also like to add that submission of new cases with direct e-mail message is not supposed to be working. It's by design. You should submit a new case with all the required details via the appropriate form on the Web Site.
P.S I've removed the support phone numbers from the post for good.
Thanks,
Hi Michael,
I'm glad to hear this is going to be fixed.
PLEASE NOTE THOUGH: As mentioned above, "the appropriate form on the Web Site" is ALSO broken (for Firefox 3.5 and IE7) - at least when it comes to BESR related issues.
ALSO: "direct e-mail message is not supposed to be working. It's by design" - It's not just direct email messaging. When I reply to an email send to us by your tech support it still "get's lost". This is because I'm replying from my email address and not the one on your account (which gets redirected to myself and others). ...surely this is a bug and not by design?
Regards.
Hello Ebor,
I would investigate the issue with B&R related requests and provide you with the output.
I would also contact the appropriate person and clarify the situation with answering the case from another e-mail address. Please confirm that I understood the situation correctly:
1. You are submitting the support case using the form and e-mail address that was used to register your Acronis Software.
2. You're replying the e-mail message using another account and the e-mail is not delivered to our support system correctly.
If the scenario is different - please provide me with the additional details so I can investigate it.
Thanks,
Michael
Hi Michael,
Correct, that is it precisely. :)
Regards.
Sounds rather complicated, I normally bash ####### when Im on the phone to companies that gets me through normally.
Very unfortunate, I liked the software, but will probably never buy again because of the lack of support!
Hello Charles,
Thank you for your post. Let me assist you with this issue please.
I could not find any recent interactions with our Support team and I would really appreciate if you could get back to me with additional information about the difficulties that you experienced.
Just in case, you can contact our Support team by checking out this guide, and this forum post has additional information about our support options.
Please let me know if you have additional questions.
Thank you.