Bad experience so far with MS SQL Server product even worst with Acronis' India tech support

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truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
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Posts: 14
Comments: 8

We have tested a number of acronis products to use on our clients's servers and our recent experience with MS SQL Server backup software has been so bad that we are completely stopping the use of Acronis products to our clients.

Is it just us or there is just no one at support that is familiar with this product (MS SQL)? we purchased it 3 weeks ago and have been dealing with incompetent "level 1" technicians who simply keep asking us for the same logs we have provided over and over. We have demanded to speak to a level 2 tech but are getting no where....it's as if we are calling Dell's home tech support in india and trying to explain the basics to a technician. We have yet to receive a call from a level 2 technician, this is simply unacceptable!

This experience is scary for an enterprise customer, we have paid for support and expect to be able to pickup the phone and talk to qualified IT technicians that understand the product inside out not to techs who do not speak english or have the skills to help us out.

If we can't get the right support now when we are configuring the product, what kind of support are we gonna get when our sever goes down and we need help recovering data?

If Acronis is serious about succeeding in this market when competing with Symantec than they need to seriously step up their game when it comes to support. If they need to charge additional for premier support like Dell does than do so, but then again we should get Premier enterprise support when we are purchasing a $900 backup software!

Case 00529072

Sun, 03/07/2010 - 15:43
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truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
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Posts: 11
Comments: 1342

Hello Armin,

We're really sorry for the difficulties you've experienced and for the level of support you get. We'll do our best to prevent such situations from happening in future.

I've contacted our Tier2 manager directly and he'll have the best expert professional to take care of your case as soon as possible.

Once again, please accept our profound apologies for the delays and for the inconvenience.

Thank you.

Mon, 03/08/2010 - 12:24
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