Worst Customer Support Ever Seen, 3 Licenses keys required to install one product?

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truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
Beginner
Posts: 4
Comments: 5

Is anyone else ready to ditch this company? Their support is only by chat, they have no clue how to give you serial numbers and to what product you get. It has taken me a week to finally get something and it was wrong. It was a version that required a serial number server which I do not want. Then I finally get converted to the download where you just put in the serial numbers, but its an upgrade so you need to enter 2 sets of keys, bad as this is it is asking for a 3rd universal key so that it can build a bootable media.

Why is this product like none before and why do they have such crazy support?

I previously had True Image Echo Workstation 9.x and it was great and so was the support. First they updated me to the Backup Product 10 Advanced. this required a license server which I do not want to install, then they gave me the download for backup and recovery upgrade which is requiring 3 keys!

Can something be done?

Thu, 12/10/2009 - 01:08
0 Users found this helpful
truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
Beginner
Posts: 0
Comments: 1

I did the upgrade to fix problem i was having with thier initial release and certain functionality not working... After this upgrade I lost the registered components, and could not remote install the agents .. After contacting the technical support (based out of india) . The solution and excuse they gave me was that the upgrade does not work, and that i was to remove entirely the whole acronis enterprise software and install the newest version as a clean install . If not then to extract the agent and go to each individual station and install it that way... WHAT IS THE WHOLE POINT OF REMOTE INSTALLATION IF I HAVE TO DO THIS... Anways i installed the fresh copy and now i find that i cannot upgrade the clients and that the universal restore feature never installed on the server and every licence i have i have thrown at it and it won't allow me to install it... The tech support is garbage and if things don't get resolved for me by years end . I vow to never buy this software or renew again ... I am really upset with the way Acronis has let me down (software and technical support is a joke)

Thu, 12/10/2009 - 16:20
truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
Regular Poster
Posts: 18
Comments: 167

Welcome to Acronis's world. They have taken the path of Symantec. Absolutely no support. costs a fortune and what you wind up with is avery expensive boat anchor...

Thu, 12/10/2009 - 22:46
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truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
Beginner
Posts: 4
Comments: 5

If you yell loud enough they will help. I agree they have gone down hill in quality, they obviously do not even test software with end users because if they did, they would not have made a simple clone such a hard process. then they decide to kill the "Echo" versions and also broke the build USB boot of their product. in echo you had to use disk part to manually format a drive but at least you could create a key. they promise to fix this, we'll see.

After yelling, in both newsgroups and at chat support and at my rep who is in the US I received a call back from tech support. He knew what he was talking about and helped me find the clone and stayed on the line until i got it installed and when the USB create failed he got some forensics and said they would fix it.

I am not happy but I at least have something that will work for now.

You only really need good tech support if your products are crap, if you create good products that work as advertised, you'll get stupid people calling you with stupid issues, but in general us with IT knowledge will just get things working because the products are good and relatively bug free. When simple tasks are hidden and the help file doesn't even tell you how to run it other than in text mode (clone), you must have support.

I hope to get all fixed. It seems their support is overwhelmed with this new buggy version and with the conversion of "echo" users to backup and recovery.

Fri, 12/11/2009 - 00:30
truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
Forum Star
Posts: 17
Comments: 2991

Hello,

Thank you for posting, I will be happy to help.

John and Juan,

Please accept our apologies for the inconvenience, we will do our best to prevent this situation from happening in future. Please let me know the case numbers via Private Message, I will assign them to an experienced Support Professional to resolve them for you.

We are looking forward to hearing back from you. 

If the provided information is not clear or if you have any other question do not hesitate to post them and we will be glad to answer.

Thank you.

Sat, 12/12/2009 - 07:57
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