Lack of support

Ok we all know how the chat support guys, its was around 6 am when we started (have to be honest im not a great morning person) but the support of the mobile product is lacking.
Here is a copy of our chat log:
Joylean
Hello! Thank you for contacting Acronis Customer Central. My name is Joylean and I will be glad to assist you. Please allow me 3-4 minutes to review your message. If you already have an existing case number on this issue, please let me know. Otherwise, I will create a new case and provide you the case number.
6:32:58 AM
The case number for your reference is 02818434.
6:34:34 AM
Me
got it
6:34:41 AM
Joylean
Please let me know if you are facing issue with the backup or with restoration.
6:35:21 AM
Me
restore
6:35:28 AM
Joylean
As I understand, you are facing issue in restoring the mobile backup from cloud. Am I correct?
6:35:55 AM
Me
from local pc on same wifi network
6:36:09 AM
I can see the files on the iphone but cant restore the backup
6:36:25 AM
Joylean
I will be glad to assist you.
6:38:02 AM
Let me know the error message you get,.
6:38:09 AM
Me
none
6:38:16 AM
just stuck at 1% on the restore
6:38:41 AM
Joylean
Okay, I would like you to share me the step by step screen shot while restoring.
6:39:14 AM
Me
not sure if your following me correctly on this
6:39:40 AM
unless I am supposed to be doing the restore from the pc side
6:40:00 AM
its on the phone
6:40:05 AM
ie no screen shot
6:40:15 AM
Joylean
You need to restore from Phone.
6:40:18 AM
You can capture the snapshot using the phone while restoring.
6:40:32 AM
Me
what exactly are you looking for?
6:41:13 AM
it has one word at the top, the percent below and only cancel at the bottom
6:41:29 AM
not much to look at
6:41:34 AM
Recovering, 1%, cancel
6:41:50 AM
its all it says
6:41:54 AM
Joylean
I understand, however to investigate we would need the screen shot.
6:42:26 AM
I mean the snapshot.
6:42:31 AM
From phone you will be able to take a snapshot.
6:42:53 AM
Let me know if you are facing issue in taking the snapshot.
6:44:03 AM
Me
if you dont have experience with this product can i get a tech who does?
6:45:10 AM
Your file has been successfully uploaded to the agent.
Joylean
I do have experience with this product, but to investigate we will need to provide the screen shot.
6:46:48 AM
Me
well take a look at ti
6:46:57 AM
it
6:47:00 AM
only shows 3 words so hope that helps
6:47:14 AM
Joylean
Yes, I am aware of it.
6:47:28 AM
Me
not really you seem to have a hard time following
6:47:41 AM
Joylean
Steven, I would like to inform you that for mobile backup issue, we need to report it hence I requested for the screen shot.
6:48:25 AM
Me
so what is the next step now that you are aware of what the screen shows
6:49:26 AM
Joylean
Also I would like you to click on ' feedbackup' from the mobile settings with the case number as the subject line, because when you click on feedback requires reports will be send to our system.
6:49:27 AM
*feedback'.
6:49:39 AM
Following is the webhelp on how to send feedback:
http://www.acronis.com/en-us/support/documentation/ATI2017/index.html#33842.html
6:49:59 AM
Me
sent
6:51:57 AM
Joylean
Let me know the OS of the iphone.
6:52:29 AM
Me
10.0.2
6:53:01 AM
Joylean
Thank you, I will check with my resource and update you via email within 24 to 48 hours.
6:54:45 AM
Me
not acceptable
6:54:56 AM
need to use this for business today
6:55:03 AM
Joylean
I understand your concern, let me know the data you are trying to restore.
6:57:58 AM
Me
the phone
6:58:08 AM
seriously if you do not know the product can i just get someone who does?
6:58:24 AM
Joylean
Steven, we do have option to restore image, contact.
6:58:36 AM
Me
this was a mistake getting this product
6:58:41 AM
Joylean
Hence I asked you this question.
6:58:47 AM
I am sorry for any inconvenience caused.
6:59:00 AM
Me
can I get a refund?
6:59:06 AM
so no options to actually restore the phone?
6:59:49 AM
need to wait a day or two
6:59:54 AM
Joylean
We have an option to restore the complete data of phone. Yes, it will take 48 hours.
7:00:46 AM
I would request you to provide us a last change.
7:00:57 AM
Me
yes we want the complete data on the phone
7:01:17 AM
so how do we do it?
7:01:20 AM
I need to post this chat on the forum
7:01:59 AM
Joylean
What happens if you click on cancel and start the process again.
7:02:04 AM
Me
same thin
7:02:09 AM
thing
7:02:11 AM
4 times in a row
7:02:15 AM
Joylean
Well, in this case I need to escalate this case and it will take 48 hours.
7:02:41 AM
Me
not acceptable
7:03:20 AM
if you cannot support the product I need someone who can?
7:03:29 AM
Joylean
Steven, I have checked with my management and I have priorities the case.
7:07:40 AM
At this point of time it will take time to investigate on the case, I will escalate the case now.
7:08:03 AM
Me
im checking the forum
7:08:36 AM
others are having restore issues
7:08:47 AM
posting this chat
7:08:56 AM
Joylean
I would like to inform you that we cannot restore the complete Phone however we can backup and restore the following things:
Photos
Videos
Contacts
Calendars
Messages
7:11:44 AM
Me
you asked if I would like to restore the whole phone, of course I would like that
7:12:22 AM
but ill take you at least restoring what your product says it can
7:12:33 AM
Joylean
Yes, it should restore what you have backed up.
7:13:28 AM
Me
Should
7:13:34 AM
Joylean
We will investigate on this case.
7:13:35 AM
Me
so tell me how we get this done
7:13:42 AM
I seriously need to post this, sad you cannot support the product but kinda funny at the same time


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Steve, it didn't get deleted - both your posts are here :) Looks like Ekaterina is already workign with you
https://forum.acronis.com/forum/126954
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