Problem with Acronis Disk Director 10 and lack of response to my request for assistance

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truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
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Any response from Acronis representatives, on this forum about this problem with their product? Any response from Acronis representatives, on this forum about this problem with their product? I thought I would paste a copy of the 3 contacts I have had with Aconis Disk Director 10 support. These in total took what seemed like approx 4-5hrs of time I have corrected some spelling You will see me ask 2 to 3 questions in series, sometimes this is because of the very long wait for agent to respond. If I took more than a minute or so to respond because I got bored waiting and went and continued my work, I got, Keith are you with me. I realize that I am to blame for some lack of computer understanding but then I am not a computer person I just want to be able to use them to do my work. I also have a mate with GRUB loaded onto his laptop and it works great he says, and boots between partitions within 30seconds approx, maybe I should have gone with this option as it is free, but I went for Acronis as it seemed to have tech assistance with help which I knew I would need. Without MudCrab I would still be waiting and would not to be able to use this program. Looking at the response to some of my questions and the actual time it took to get the response I assume that these so called acronis technical people are just reading answers to my questions from a sheet and have little or no knowledge of the product. Still waiting for the email that the technical person was going to send (2-3 hours, my hours only have 60 minutes in them, seems acronis hours are measured in weeks). The link that was sent before only locked up my computer and still have had no response to what I should have done, so just binned that one and rebooted. Any response from Acronis representatives, on this forum about this problem with their product?

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Hope this helps somebody who has maybe bought this product, you may have a choice of money back. I chose this product over a free product because I mistakenly thought that I would have some back up if I got problems how wrong I seemed to have been. I also realize that my lack of computer knowledge does not help but it seems Acronis Technical helpers are not that able either.

Fri, 01/08/2010 - 08:24
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truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
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Keith,

There are people on this forum that can offer a great deal of help with DD when it comes to general problems and even some major problems. However, when it comes down to a particular computer setup not being supported due to bugs and/or lack of drivers (Acronis drivers), only Acronis can make changes to fix the problem.

In my many years doing this, I've come to the conclusion that Acronis Support does not really care about DD or supporting it. If TI and B&R are 10 on their scale, DD is a 1. In the old forum (on Wilders), Acronis Support would usually only post several times per year. In my opinion, this boils down to Acronis not providing support on the forum for DD. Their posts on the new forum are more frequent and generally helpful (though, often very late), but I still feel like they don't really have a clue about the program (especially OSS). Unfortunately, I suspect that the Live Chat operators know even less.

Fri, 01/08/2010 - 18:32
truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
Beginner
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Hi
Yes I also think that acronis support staff are clueless and have to thank you for your help.
I must add that I did contact them again and after being cut off twice by “technical difficulties” at their end, I then got a tech support member going under the title of Tripti Goel was more helpful. Although it seems that the procedures they suggest are ones that don’t work and I usually need to carry out changes the long way.
Had unallocated space in two sections and wanted to combine them, but could not do it easily, ask support who suggested to click and drag them into one, this proved not to work (had already tried that). Is there a quick way please?

I have notice that they have removed most of the post about how bad there support is.
I believe this says a lot about how they see customer support.
They don't like the truth.

Sun, 01/10/2010 - 10:26
truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
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Keith,

Can you post a screenshot of what DD shows (in Manual Mode) for your drive(s)? It may help to see it.

Mon, 01/11/2010 - 00:43
truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
Beginner
Posts: 4
Comments: 15

Hi MudCrab
Sorry for not replying, but been very busy with workshop and new laptop with DD on, is away for small problem to be fixed with on switch. Will post as soon as I can.
regards keith

Tue, 01/19/2010 - 02:34
truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
Frequent Poster
Posts: 2
Comments: 843

Hello Keith and MudCrab,

First of all, I would like to apologize for the inconvenience you experienced in this situation. I have checked the chat you had with our employee, and it appeared that you were disconnected several times. Then I have asked their managers what happened, they reported about some connection issues on our side at that time, they were fixed on the same day.

Generally, we're offering the support for Acronis Disk Director Suite 10.0 in the same way as for our other products. Furthermore, we're planning to release the next version soon. Once again, I'm sorry for the inconvenience you experienced.

Keith, we will wait for the details about the issue. Also, Oleg responded to the other thread from you today. Please feel free to contact us if you have any questions.

We are looking forward to hearing back from you at your earliest convenience.

Thank you.

Wed, 01/20/2010 - 12:27
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