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How do I get a reefund - Acronis does not work

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1.  I had Acronis True Image 2010 + the Pack for several years and it worked well. My environment is Windows 7, 64 bit o/s, 8 GB RAM, the START SAVE was scheduled to start at 3:00 am to an external hard drive.

2. Yesterday I upgraded to the 2016 version.

3. The insall seemed to succeed, but the either the program ABENDS after a couple of minutes or it dies immediately after being started.

4. There is no phone tech support. Chat is not working because I have no error code, the chat screen will not connect. The phone number 1-781-782-9000 will not allow me to connect to a sales rep.

5. So I'm done. Apparently Acronis the company will NOT give me the courtesy of allowing me to so much as CHAT with them, there is nothing relevant in the FAQs, I don't have the time to wait for email "support" - always a joke, and I'm fed up.

6. How do I get a refund?

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As for the chat, I think it does not work at all. I've entered an error code number but it did not work for me, too. I'm simply pushed back to the form without any notice.

Does anyone know how to get a refund from Acronis?
Heck, does anyone know how to CONTACT anyone in Acronis?

This is the acronis refund policy https://kb.acronis.com/content/21242. If you purchased through the online store ffollow the steps in the link above. If not try using support via chat. You are entitled to a refund no questions asked for 30 days from the date of purchase. This link http://www.acronis.com/en-us/support/contact-us.html will allow you to request a refund.

Thomasjk -

Thank you for the information. I've completed the Cleverbridge online form and have received and ACK for that submission.

You know, if there had been some way to get some support for Acronis, I would have pursued making it work. But if there's NO way to get support for a home customer, then I'll be damned if I'm going to spend any more of my money with them.

 

Thanks Again,

Olan

 

Just heard back from Cleverbridge, and it seems that i have to try to communicate with Acronis directly.
*Sigh*
I'll try. Again.

Oh, by the way....check this thread. A guaranteed Catch-22 designed to keep customers from ever contacting Acronis AND from ever getting a refund. But I'll try....

On the Acronis Refund Policy webpage:

21242: Refund Policy for Home and Home Office Products

Created - May 12, 2011; Updated - January 19, 2015;

The refund policy for Personal products is 30 days from the purchase date at acronis.com

Description

Within 30 days of your Personal product purchase date, you may request a full refund of your purchase from Acronis for any reason.

Our Online Store service is provided by CleverBridge.

To return software to Acronis, please submit a request to cleverbrige Customer Support or send email to cs@cleverbridge.com with your order details.

(!) Acronis cannot refund purchases made at retail outlets and from resellers. Please contact your reseller or retail outlet.

OK, I sent the request to Cleverbridge. Here's their response:

Hi Olan,

Thank you for contacting cleverbridge.

The software manufacturer, Acronis, ultimately receives your payment for your order. They also make decisions concerning refunds for their products. We are unable to issue a refund at this time without their authorization.

The software manufacturer kindly asks you to contact them directly with as much detail as possible concerning your refund in order to expedite the refund process. Acronis can be reached at:

http://www.acronis.com/support

We thank you for your understanding.

Sincerely,

Stephen H.

cleverbridge Customer Support

 

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Hello Olan,

Thank you for your posting! I'm very sorry to know that you've faced difficulties using Acronis True Image 2016. Could you please provide me with more details on the issue in PM, so I can help you.

Thank you,

Dear Ekaterina -

Windows 7, 64 bit o/s. Original version was True Image 2010 + Pack. Purchased the upgrade for True Image 2016. Installed the new code. The insall seemed to succeed, but the either the program ABENDS after a couple of minutes or it dies immediately after being started. I tried reinstalling. Clearing. Rebooting. Mix and repeat - with zero luck.

I've now uninstalled 2016 and gone back to my 2010, which works.

I am willing to give this one more try. Email me directly for my phone number. I am in the USA, central time.

 

Thank You,

Olan - olknight at yahoo dot com

Well, Acronis posted on 15-MAR and offered to help. I replied the same day and have not heard a thing since.

Wonderful.

You we're asked to send Ekaterina a direct PM (private message) - it does not seem like that occured, but intead you posted back to the user forum.  Send her a PM and I'm sure it will get sorted out. You probably want to reference this thread in your message to her as well. 

Check under her name in her comment.  Shows status, joined, posts "send pm"

Got a call from Tech Support today and the completely resolved the issue.
Well done, and thank you!

Olan

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Comments: 7092

Hello Olan,

Thank you very much for your time and cooperation! Glad to hear, that everything now runs well.