Acronis cloud emails
Hi,
The software I purchased came with some free trial for the Acronis cloud product. I didn't ask for it, and never used it.
It expired about a week ago and emailed me to say my files had been deleted. No big deal, I never used it.
Now it emails me EVERY SINGLE DAY to tell me my files have been deleted.
How do I stop the emails from coming?
Thanks,
Matt.
Matt/Tony,
Please submit feedback through the application. Unfortunately, we have no access to the cloud settings - MVP's are just volunteer users who help in the forum too. I will pass this along as well though. You can also send a PM to support engineer Ekaterina and General Manager Gaidar - both who are very insterested in receiving this type of feedback (although not able to be in the forums often so PM is the best way to reach them directly).
As for the emails - could you not set a rule in your mail to send it to SPAM, ignore or mark as read automatically in the meantime? If using Gmail, it's pretty easy to setup. https://support.google.com/mail/answer/6579?hl=en. If not using Gmail, there should be similar settings in other mail providers as well.
As far as Acronis support goes - I believe Acronis would still help in this matter (if they can - not sure what acces the 1st level techs have for the cloud either). Since this is related to the Cloud and outside of the scope of any Windows/system configurations/behavior. If you haven't tried to contact them, I would at least give it a shot and see how they respond and post back on your results.
Contact Support via chat (select "Customer Care" as the type and you will be able to proceed)
Hi Bobbo,
Thanks for your detailed response. I could do as you suggest and create a spam rule, but I don't see why I should have to?
Is it really a big thing to ask to not be reminded about a product I never wanted, nor used?
Every time I try to contact support they tell me I need to pay for "per incident" support before they will do anything. I am a paying customer. I can honestly say I doubt I will be in the future.
If this is an oversight on my behalf and there's some setting somewhere that lets me remove myself from their mailing system then I'll happily report this here, but so far I can't find anything and I refuse to pay to be told how to disable something I didn't ask for. That amounts to extortion.
Matt.
As a user like yourself, I can only offer a suggestion that I know will work. I use spam filters for all kinds of email I don't want or intend to receive - that's why they have them. As for the Acronis emails themselves, I have no insight to those. It makes no sense to me why they'd want you to pay for support for emails that Acronis is sending to for an ended trial either. Please send a PM to Ekaterina and / or Gaidar and I'm sure one of them will look into this for you.
Thanks for your voluntary (non-Acronis) replies, much appreciated, Bobbo!
It's a great pity that Acronis people don't seem to be regularly monitoring the forum and replying in a timely fashion. Other software vendors do regularly participate in their product forums, I wonder why Acronis don't.
For this unwanted emails issue, of course users like Matt and myself could apply spam filtering, but we both want Acronis to fix this bug. IN my case, I found that due to the excessively short 30-day complimentary support the official Acronis Support prevents questions being asked, plus the chat funtion is greyed out and therrefore inaccessible. The message that we're trying to get across is that Acronis should NOT prevent us from reporting fundamental bugs like this and also should NOT expect users like us to pay a per-incident feee of any amount.
I have submitted a PM to both Elektra and Gaidar, and eagerly await a reply from them soon, giving them a few days' grace to determine the cause of the email-sending bug in Acronis Cloud.
I understand. This is something we bring up often in the MVP forums as well. Keep in mind that you can always submit feedback about bugs, bad service, suggested fixes or things that you think will improve the product directly through the feedback option in the application too. We funnel what we can, but hearing it from customers directly is the best way and teh feedback tool is the preferred option at the moment.
I did submit feedback, Bobbo, as mentioned at https://forum.acronis.com/forum/118990 but product feedback generally has a much lower priority that a product problem report does. In this case, it's an annoying "fix it ASAP" issue, rather than "perhaps fix this in some future release" feedback.
Bug reports should never require a user to pay the software vendor for a problem incident either, it goes with saying (but I just said it), so there's this additional customer support general procedural matter for Acronis to resolve.
Matt and Tony,
Sorry for the unwanted email that you got. We are working on a resolution. As part of the relosution we will:
1. Stop emails for people who were not using Cloud storage.
2. Do not enable trial Cloud subscription automatially. A user will have to enable it if desired.
Thank you for reporting the issue.
Gaidar
Thank you Gaidar!
Thank you Gaidar, just the answer that we were hoping for!
I'm a strong believer in reporting reporting problems, as clearly and accurately as possible -- in all sorts of things, not just software -- so that they can be analysed and fixed. So please don't forget my comment that the 30-day complimentary support is excessively short, and after it expires the user is prevented from asking support questions (even if just to find out if an event is a bug or not), and the chat function is greyed out and therefore inaccessible for discussing whether or not it's a bug, which should not require payment of a per-incident fee. (The fee only should be chargeable if it's not a bug.)
Again, thanks for your prompt intervention.
Tony --
Our research shows that you were getting those email because 30 days of trial cloud storage was activated for you. Our Cloud backend team will adjust notifications, although you may still receive a few.
Sorry for that.
Gaidar
Gaidar, thanks for following up on this. Well, I did log in to the 3-day trial, if that's sufficient to cause activation. However I didn't ever upload any file to the Acronis Cloud, therefore shouldn't have ever been notified that files had been deleted at the end of the trial period. Also, the email should only have been sent out once, not repeated daily for a week or two (they've stopped now).
Biggest issue for me in using any such Cloud backup service is the pathetically slow upload speeds available to me (and I would think most users, at the moment) -- perhaps 1 Mbps on a good day. Also, are the Acronis Cloud servers located in-country or not (in my case Australia) for optimum network performance, links overseas often being slow and unreliable? I still haven't nutted out a strategy for using such Cloud services to upload gigabytes of data daily.
Tony --
We have a data center in Australia, but for most of the customers in Australia Cloud upload speed is too slow. I've spoken with a two IT professionals who provide support to home users and they told me average upload speed is 1 Mbps and download speed rarely ever higher than 10 Mbps, so they story only the most important files in the Cloud, and back up entire machine to external drives.
I hope internet speed will improve. In Boston I usually can do entire computer backup overnight and restore in 2-4 hours. It's a bless.
As for the notifications - we will double check again. Usually if you have anything in the Cloud and your trial expires we send a lot of emails, as we don't want customers to lose something important. Also, we keep data for a few weeks after expiration - just in case.
Gaidar