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Lack of support

Thread needs solution
Regular Poster
Posts: 198
Comments: 120

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

0 Users found this helpful

Steve, sorry to read your chat log and see that this did not help you with the issue you have.

I would recommend posting in the Acronis True Image for mobile devices forum rather than here as that seems to get better response for problems with the mobile aspect of the product, plus given you already have a support case number, drop a PM to Ekaterina Surkova who is one of the Acronis Support team and better able to respond to your concerns here.  Please reference this forum thread in your message and give the details of your iPhone model & IOS version.

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