response time
well I think everybody knows the *excellent* support provided by Acronis :)
It takes weeks to answer your question, but if you don't answer their questions within a few days
the close the case and mark it "SOLVED".
Thats also a way of keeping the bug tracking system clean and claim to solve problems in an appropriate time.
Hello Martin and Peter!
Thank you for your feedback, we really appreciate it. I would like to apologies for the inconvenience met, and would like to help you.
I completely share your concerns, and entirely understand that response time doesn't meet your expectations, which is unacceptable. Still I would appreciate if you could specify me the cases numbers, so that I could search for them in our database and make sure they are handled in a proper way.
We really appreciate you sharing concerns with us, and be sure we pay attention to every feedback provided, so I will also forward your comments to our management team - they should be aware of the issue.
Please kindly let me know whether there is anything I can help you with, and do not hesitate to contact me or any other Forum moderator via PM in case of emergency situation.
Thank you!
Hi Yana,
on Case 00465281 I never got an answer from second level support. In the meanwhile the problem can't be reproduced.
On Case 00481175 I'm still waiting for an answer from the second level support (since 8 days). Because of that problem one machine can't be backed up with our server policy.
In such a case the response time is much too long.
Kind regards,
Peter
Further three days with no answer!!!!
Further two days with no answer!!!!
With my Acronis Backup and Recorvery Advanced Virtual Server I payed for support but I get no support, at least nothing that helps!
Acronis what happened to you? You are not the company I once knew.
thats why I decided to sell my license and dont struggle with acronis anymore.
Hello all!
Dear Peter, thank you for specifying the cases #, I have just rechecked them and can see that they are both still awaiting for your reply - there was some additional information requested. I will resend the messages to you via PM, so that we could verify whether you have received them, and they weren't blocked by your spam filter. I would also appreciate if you could kindly let me know whether you have replied to that message or resend me your reply - I will attach the info gathered to the case and make sure you receive the reply in the shortest timeframes.
Dear Jason and Martin,
it is upsetting to know that you are disappointed with the company, and I would like to apologize for all the inconvenience you have faced.
Jason, I would appreciate if you could kindly give me more details regarding what exactly is upsetting you at the moment - I'm positive I could help you with it.
Martin, I entirely understand your concern and of course it is sad to know you decided to quit, but I would like to notify you that not authorized reselling of Acronis Products is a violation of Acronis License Policy. In case you have faced the issue we cannot resolve or you're within 30 days of purchase we are able to initiate the refund, if needed. Anyway I would appreciate if you could give us an opportunity to resolve the problems faced - just contact one of Acronis Moderators directly via PM with the detailed description of the issue, and we will definitely find a solution.
Should you have any further questions or concerns - feel free to share them with us, we will assist you with any your question.
Thank you!