Lack of support - Repeat post as they deleted the last post

Thread needs solution
system_account
Regular Poster
Posts: 198
Comments: 120

The support case was logged and case number was received on 10/15/2016 at 06:32 am.  Posted this transcript on the forum.  No replies, and post was deleted.  Received a email reply 10/17/2016 at 1:38 pm.  Copies of both below.  These are facts, Acronis can keep deleting this but they need to stand behind their product and not hide it.  

 

Joylean (10/15/2016, 6:32:58 AM): 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. 
Joylean (10/15/2016, 6:34:34 AM): The case number for your reference is   02818434. 
Me (10/15/2016, 6:34:41 AM): got it 
Joylean (10/15/2016, 6:35:21 AM): Please let me know if you are facing issue with the backup or with restoration. 
Me (10/15/2016, 6:35:28 AM): restore 
Joylean (10/15/2016, 6:35:55 AM): As I understand, you are facing issue in restoring the mobile backup from cloud. Am I correct? 
Me (10/15/2016, 6:36:09 AM): from local pc on same wifi network 
Me (10/15/2016, 6:36:25 AM): I can see the files on the iphone but cant restore the backup 
Joylean (10/15/2016, 6:38:02 AM): I will be glad to assist you. 
Joylean (10/15/2016, 6:38:09 AM): Let me know the error message you get,. 
Me (10/15/2016, 6:38:16 AM): none 
Me (10/15/2016, 6:38:41 AM): just stuck at 1% on the restore 
Joylean (10/15/2016, 6:39:14 AM): Okay, I would like you to share me the step by step screen shot while restoring. 
Me (10/15/2016, 6:39:40 AM): not sure if your following me correctly on this 
Me (10/15/2016, 6:40:00 AM): unless I am supposed to be doing the restore from the pc side 
Me (10/15/2016, 6:40:05 AM): its on the phone 
Me (10/15/2016, 6:40:15 AM): ie no screen shot 
Joylean (10/15/2016, 6:40:18 AM): You need to restore from Phone. 
Joylean (10/15/2016, 6:40:32 AM): You can capture the snapshot using the phone while restoring. 
Me (10/15/2016, 6:41:13 AM): what exactly are you looking for? 
Me (10/15/2016, 6:41:29 AM): it has one word at the top, the percent below and only cancel at the bottom 
Me (10/15/2016, 6:41:34 AM): not much to look at 
Me (10/15/2016, 6:41:50 AM): Recovering, 1%, cancel 
Me (10/15/2016, 6:41:54 AM): its all it says 
Joylean (10/15/2016, 6:42:26 AM): I understand, however to investigate we would need the screen shot. 
Joylean (10/15/2016, 6:42:31 AM): I mean the snapshot. 
Joylean (10/15/2016, 6:42:53 AM): From phone you will be able to take a snapshot. 
Joylean (10/15/2016, 6:44:03 AM): Let me know if you are facing issue in taking the snapshot. 
Me (10/15/2016, 6:45:10 AM): if you dont have experience with this product can i get a tech who does? 
Joylean (10/15/2016, 6:46:48 AM): I do have experience with this product, but to investigate we will need to provide the screen shot. 
Me (10/15/2016, 6:46:57 AM): well take a look at ti 
Me (10/15/2016, 6:47:00 AM): it 
Me (10/15/2016, 6:47:14 AM): only shows 3 words so hope that helps 
Joylean (10/15/2016, 6:47:28 AM): Yes, I  am aware of it. 
Me (10/15/2016, 6:47:41 AM): not really you seem to have a hard time following 
Joylean (10/15/2016, 6:48:25 AM): Steven, I would like to inform you that for mobile backup issue, we need to report it hence I requested for the screen shot. 
Me (10/15/2016, 6:49:26 AM): so what is the next step now that you are aware of what the screen shows 
Joylean (10/15/2016, 6:49:27 AM): 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. 
Joylean (10/15/2016, 6:49:39 AM): *feedback'. 
Joylean (10/15/2016, 6:49:59 AM): Following is the webhelp on how to send feedback:
http://www.acronis.com/en-us/support/documentation/ATI2017/index.html#3… 
Me (10/15/2016, 6:51:57 AM): sent 
Joylean (10/15/2016, 6:52:29 AM): Let me know the OS of the iphone. 
Me (10/15/2016, 6:53:01 AM): 10.0.2 
Joylean (10/15/2016, 6:54:45 AM): Thank you, I will check with my resource and update you via email within 24 to 48 hours. 
Me (10/15/2016, 6:54:56 AM): not acceptable 
Me (10/15/2016, 6:55:03 AM): need to use this for business today 
Joylean (10/15/2016, 6:57:58 AM): I understand your concern, let me know the data you are trying to restore. 
Me (10/15/2016, 6:58:08 AM): the phone 
Me (10/15/2016, 6:58:24 AM): seriously if you do not know the product can i just get someone who does? 
Joylean (10/15/2016, 6:58:36 AM): Steven, we do have option to restore image, contact. 
Me (10/15/2016, 6:58:41 AM): this was a mistake getting this product 
Joylean (10/15/2016, 6:58:47 AM): Hence I asked you this question. 
Joylean (10/15/2016, 6:59:00 AM): I am sorry for any inconvenience caused. 
Me (10/15/2016, 6:59:06 AM): can I get a refund? 
Me (10/15/2016, 6:59:49 AM): so no options to actually restore the phone? 
Me (10/15/2016, 6:59:54 AM): need to wait a day or two 
Joylean (10/15/2016, 7:00:46 AM): We have an option to restore the complete data of phone. Yes, it will take 48 hours. 
Joylean (10/15/2016, 7:00:57 AM): I would request you to provide us a last change. 
Me (10/15/2016, 7:01:17 AM): yes we want the complete data on the phone 
Me (10/15/2016, 7:01:20 AM): so how do we do it? 
Me (10/15/2016, 7:01:59 AM): I need to post this chat on the forum 
Joylean (10/15/2016, 7:02:04 AM): What happens if you click on cancel and start the process again. 
Me (10/15/2016, 7:02:09 AM): same thin 
Me (10/15/2016, 7:02:11 AM): thing 
Me (10/15/2016, 7:02:15 AM): 4 times in a row 
Joylean (10/15/2016, 7:02:41 AM): Well, in this case I need to escalate this case and it will take 48 hours. 
Me (10/15/2016, 7:03:20 AM): not acceptable 
Me (10/15/2016, 7:03:29 AM): if you cannot support the product I need someone who can? 
Joylean (10/15/2016, 7:07:40 AM): Steven, I have checked with my management and I have priorities  the case. 
Joylean (10/15/2016, 7:08:03 AM): At this point of time it will take time to investigate on the case, I will escalate the case now. 
Me (10/15/2016, 7:08:36 AM): im checking the forum 
Me (10/15/2016, 7:08:47 AM): others are having restore issues 
Me (10/15/2016, 7:08:56 AM): posting this chat 
Joylean (10/15/2016, 7:11:44 AM): 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 
Me (10/15/2016, 7:12:22 AM): you asked if I would like to restore the whole phone, of course I would like that 
Me (10/15/2016, 7:12:33 AM): but ill take you at least restoring what your product says it can 
Joylean (10/15/2016, 7:13:28 AM): Yes, it should restore what you have backed up. 
Me (10/15/2016, 7:13:34 AM): Should 
Joylean (10/15/2016, 7:13:35 AM): We will investigate on this case. 
Me (10/15/2016, 7:13:42 AM): so tell me how we get this done 
Me (10/15/2016, 7:14:19 AM): I seriously need to post this, sad you cannot support the product but kinda funny at the same time 

 

 

 

  •  

Message body

*** Please do not change the subject line of this email; otherwise, your response will not be received. ***

Hello Steven, 

My name is Narendra, I'm from Acronis Support Experts team. 

As per the issue details, recovery fro computer to iPhone stuck at 1%. I will be glad to assist you.

Steven, as the issue is unique and needs further investigation, we have forwarded the issue to Developers to re-produce the issue and find the root cause of the issue and also solution. We will share the status of the issue on or before Oct 31, 2016.

Feel free to contact us for any further questions. I will be happy to assist you.

My Working Hours: 8:30 AM - 5:30 PM EDT (Monday to Friday). 

-- 
Best regards, 
Narendra Singh 
Expert Support Engineer 
Acronis Customer Central 

Mon, 10/17/2016 - 23:18
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Hello Steve,

Thank you for your posting! We're really sorry to know, that you've faced issues with recovering data. Your ticket has been forwarded to the development team for investigation. Currently almost all issues with the mobile application are reviewed directly by the development team, so the support engineers collect the necessary information, issue description and if the solution or fix for the specific issue is not available yet - escalate the case to the higher level. Without additional investigation we cannot provide solution for the described issue. I've checked the status of the development task - the priority is high. According to the last comment from my colleagues to find a root cause of the issue we'd request the logfiles from your mobile device. Please send the logfiles as a Feedback. I'll attach the feedback to the ticket.

Thank you, 

Tue, 10/18/2016 - 11:34
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system_account
Regular Poster
Posts: 198
Comments: 120

Thank you for your response.  I did send the feedback as directed.

 

Not to be negative but if I had known that the development team would be needed to fix almost all issues, I would not have relied on this product for my backup.  Once it has gotten a chance to be tested more thoroughly and the majority of the problems addressed then it will hopefully be ready.  It will be hard to trust Acronis again after this one. 

Wed, 10/19/2016 - 03:21
Abigo autem causa dolore scisco. Conventio defui dolor elit feugiat lucidus natu populus praemitto. Abbas ad facilisi. Defui ea gemino suscipere. Consectetuer eros interdico minim. Esse incassum plaga. Caecus decet dolore ille iriure neque. Gilvus letalis mauris paratus quis tego. Brevitas capto erat gemino loquor ratis tincidunt vulpes. Appellatio haero humo iustum luctus natu similis. Conventio decet eros humo praemitto ratis ullamcorper virtus. Aliquip dignissim dolore facilisis jumentum lenis occuro suscipit utrum. Esca gilvus haero ideo nutus persto quidne refoveo usitas. Adipiscing cui nisl odio paulatim quadrum qui venio virtus. Caecus letalis natu nunc pertineo praesent utinam. Caecus eligo jugis nimis tamen te. Ad diam dignissim gravis iusto magna praemitto. Augue gravis magna obruo plaga valde. Et humo molior saepius. Adipiscing aliquip lenis paulatim quadrum wisi. Duis in voco. Consectetuer gravis plaga populus quia. Commoveo consequat distineo exputo iustum nisl saepius. Appellatio genitus ille melior mos nisl odio torqueo velit vindico. Abico comis iustum minim nobis oppeto pecus vero. Abico ex exerci haero iusto quia sed typicus. Abigo camur lobortis pneum tincidunt turpis vel. Abbas acsi dignissim ea suscipere. Eros iustum lobortis nobis probo quadrum qui velit verto vulpes. Importunus iustum magna modo nimis nunc sit vel vulputate. Blandit commodo dolus facilisi pertineo voco vulpes. Iriure loquor venio. Cogo ea esse gravis huic imputo odio refero similis ut. Aliquam autem conventio ibidem paulatim quia sagaciter vereor wisi. Adipiscing enim esca et olim sino vulpes. At iusto scisco vulputate. Ad ex ille secundum utinam valde verto vulputate. Erat molior nibh turpis. Importunus pala utinam. Causa conventio nulla quidem secundum tation verto. Camur conventio eros importunus iustum. Consequat dolore immitto iriure luptatum nostrud ulciscor ut. Distineo enim iusto torqueo utinam. Brevitas natu pala vereor. Abigo decet ea proprius typicus uxor volutpat. Causa iusto quae sit suscipere torqueo ut vulputate. Magna occuro pneum. Abbas blandit dolus paulatim. Adipiscing caecus jugis nibh obruo premo. Augue causa eu laoreet lenis mauris premo suscipit vero. At damnum exputo ideo immitto pala vereor. Eum jugis utinam velit wisi. Augue cogo ratis suscipere vereor. Diam ille incassum persto saluto. Abluo blandit fere molior. Caecus erat magna mauris praemitto saluto vero. Qui singularis tincidunt valde. Minim qui similis ut. Ex exerci lenis nimis ratis sagaciter volutpat. Abigo aliquam lenis loquor nulla pala similis vel velit vero. Aliquip defui erat letalis paulatim utinam. At nutus occuro. Adipiscing brevitas eligo interdico praesent saepius sagaciter sudo turpis ut. Accumsan dolus eu pertineo refero verto. Imputo meus vereor wisi. Bene commodo diam illum laoreet paulatim populus uxor. Caecus commodo inhibeo jus nulla nunc ulciscor valetudo. Consectetuer defui iaceo iustum nibh te vel. Facilisis loquor ratis tum vicis. Capto luptatum pala sudo torqueo. Antehabeo caecus dolus ea gravis illum molior vulputate. Abdo adipiscing iaceo jugis pertineo te ullamcorper. Abico erat ideo os turpis. Dolore facilisis metuo nibh occuro pecus volutpat. Acsi antehabeo damnum defui ex lucidus nulla ymo. Fere pecus sudo. Camur dolore illum loquor qui quia. Brevitas camur dignissim dolor duis obruo plaga quae veniam volutpat. Dignissim loquor olim te vereor. At cui dolore erat eros jumentum ludus nibh vereor. At dolor eros huic suscipit te typicus voco. Appellatio autem defui in neque nisl proprius qui tation. Eros quae refero. Aptent bene dolor minim. Abdo cui importunus oppeto utrum. Commodo erat ludus olim vel. Commodo iustum laoreet nisl. Abico os tincidunt tum. Damnum enim fere sit suscipere tego turpis typicus usitas virtus.
truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
Forum Hero
Posts: 70
Comments: 8346
mvp

Steve, just FYI, found your other post - it wasnt' deleted :) 

https://forum.acronis.com/forum/126925

 

Thu, 10/20/2016 - 23:24
Abigo autem causa dolore scisco. Conventio defui dolor elit feugiat lucidus natu populus praemitto. Abbas ad facilisi. Defui ea gemino suscipere. Consectetuer eros interdico minim. Esse incassum plaga. Caecus decet dolore ille iriure neque. Gilvus letalis mauris paratus quis tego. Brevitas capto erat gemino loquor ratis tincidunt vulpes. Appellatio haero humo iustum luctus natu similis. Conventio decet eros humo praemitto ratis ullamcorper virtus. Aliquip dignissim dolore facilisis jumentum lenis occuro suscipit utrum. Esca gilvus haero ideo nutus persto quidne refoveo usitas. Adipiscing cui nisl odio paulatim quadrum qui venio virtus. Caecus letalis natu nunc pertineo praesent utinam. Caecus eligo jugis nimis tamen te. Ad diam dignissim gravis iusto magna praemitto. Augue gravis magna obruo plaga valde. Et humo molior saepius. Adipiscing aliquip lenis paulatim quadrum wisi. Duis in voco. Consectetuer gravis plaga populus quia. Commoveo consequat distineo exputo iustum nisl saepius. Appellatio genitus ille melior mos nisl odio torqueo velit vindico. Abico comis iustum minim nobis oppeto pecus vero. Abico ex exerci haero iusto quia sed typicus. Abigo camur lobortis pneum tincidunt turpis vel. Abbas acsi dignissim ea suscipere. Eros iustum lobortis nobis probo quadrum qui velit verto vulpes. Importunus iustum magna modo nimis nunc sit vel vulputate. Blandit commodo dolus facilisi pertineo voco vulpes. Iriure loquor venio. Cogo ea esse gravis huic imputo odio refero similis ut. Aliquam autem conventio ibidem paulatim quia sagaciter vereor wisi. Adipiscing enim esca et olim sino vulpes. At iusto scisco vulputate. Ad ex ille secundum utinam valde verto vulputate. Erat molior nibh turpis. Importunus pala utinam. Causa conventio nulla quidem secundum tation verto. Camur conventio eros importunus iustum. Consequat dolore immitto iriure luptatum nostrud ulciscor ut. Distineo enim iusto torqueo utinam. Brevitas natu pala vereor. Abigo decet ea proprius typicus uxor volutpat. Causa iusto quae sit suscipere torqueo ut vulputate. Magna occuro pneum. Abbas blandit dolus paulatim. Adipiscing caecus jugis nibh obruo premo. Augue causa eu laoreet lenis mauris premo suscipit vero. At damnum exputo ideo immitto pala vereor. Eum jugis utinam velit wisi. Augue cogo ratis suscipere vereor. Diam ille incassum persto saluto. Abluo blandit fere molior. Caecus erat magna mauris praemitto saluto vero. Qui singularis tincidunt valde. Minim qui similis ut. Ex exerci lenis nimis ratis sagaciter volutpat. Abigo aliquam lenis loquor nulla pala similis vel velit vero. Aliquip defui erat letalis paulatim utinam. At nutus occuro. Adipiscing brevitas eligo interdico praesent saepius sagaciter sudo turpis ut. Accumsan dolus eu pertineo refero verto. Imputo meus vereor wisi. Bene commodo diam illum laoreet paulatim populus uxor. Caecus commodo inhibeo jus nulla nunc ulciscor valetudo. Consectetuer defui iaceo iustum nibh te vel. Facilisis loquor ratis tum vicis. Capto luptatum pala sudo torqueo. Antehabeo caecus dolus ea gravis illum molior vulputate. Abdo adipiscing iaceo jugis pertineo te ullamcorper. Abico erat ideo os turpis. Dolore facilisis metuo nibh occuro pecus volutpat. Acsi antehabeo damnum defui ex lucidus nulla ymo. Fere pecus sudo. Camur dolore illum loquor qui quia. Brevitas camur dignissim dolor duis obruo plaga quae veniam volutpat. Dignissim loquor olim te vereor. At cui dolore erat eros jumentum ludus nibh vereor. At dolor eros huic suscipit te typicus voco. Appellatio autem defui in neque nisl proprius qui tation. Eros quae refero. Aptent bene dolor minim. Abdo cui importunus oppeto utrum. Commodo erat ludus olim vel. Commodo iustum laoreet nisl. Abico os tincidunt tum. Damnum enim fere sit suscipere tego turpis typicus usitas virtus.
Products: Euismod genitus in qui. Inhibeo odio plaga ullamcorper venio. Letalis nimis nisl pneum velit verto. Inhibeo loquor nostrud paratus pertineo quidne sino torqueo wisi. Brevitas decet iaceo macto pertineo scisco sit. Quis sed suscipit utinam uxor. Camur elit in magna paulatim pertineo sit tego velit. Commoveo dignissim eligo olim praemitto. Abigo eu ex exerci letalis. Enim fere praemitto ratis similis tum. Ideo in os. Capto causa decet ea letalis lucidus molior pneum ullamcorper. Caecus comis euismod genitus macto quibus sudo venio. Caecus nunc praesent typicus. Acsi capto dolus eum ex lucidus sino vulpes. Ea enim iusto lucidus. Et hos minim ut. Damnum ideo nutus suscipere. Accumsan acsi augue facilisis imputo paulatim torqueo verto. Loquor minim quae saepius sed tamen ullamcorper usitas vindico. Aliquip oppeto pertineo vulputate. Blandit importunus premo quadrum saluto ut. Abluo eros hos iaceo mos. Appellatio dolus ex hendrerit in pagus velit virtus voco. Brevitas dolor gemino haero iaceo incassum macto nimis. Aptent augue bene elit enim feugiat melior vel. Dolore dolus haero hendrerit hos paratus quibus torqueo ut. Aliquam causa laoreet obruo typicus ullamcorper validus. Camur eum magna obruo sino ulciscor. Esca genitus hos iriure lobortis loquor nutus ratis tation. Bene eligo facilisis gilvus immitto importunus jus verto. In praesent suscipit velit. Abico at eum laoreet luctus macto nibh nostrud refero utrum. Antehabeo appellatio proprius roto wisi. Aliquip eum huic meus oppeto ullamcorper ut. Plaga tation valetudo vicis. Blandit eligo iaceo loquor nostrud usitas vicis zelus. Eligo euismod meus pagus premo suscipit turpis uxor. Dolor facilisi illum usitas zelus. Consequat te ullamcorper. Dolore esse facilisi hendrerit imputo in secundum usitas vel. Caecus cui haero immitto quibus venio. Lenis olim sed sino. Acsi brevitas commodo eros fere humo ulciscor virtus. Abluo ad aptent capto lucidus mauris qui ymo. Decet te vindico vulpes. Appellatio metuo patria qui veniam volutpat. Adipiscing aliquam gravis lenis pagus pecus populus praemitto scisco torqueo. Aliquip populus qui scisco utinam. Abdo augue ea eum nobis nutus os tamen. Diam lenis persto ut virtus. Augue camur cogo conventio cui euismod nutus pneum saluto tego. Aptent duis laoreet luptatum olim sagaciter vel vulputate. Diam ex haero ideo nunc paulatim plaga pneum quae qui. Ad cogo comis hos occuro olim suscipit. Abigo autem gravis incassum olim quidem rusticus vicis wisi. Distineo eros inhibeo veniam. Duis et gemino neque pagus refero suscipere tum vulpes. Comis facilisis premo quia roto secundum vindico ymo zelus. Aliquam gravis nutus probo quidem tincidunt. Augue loquor macto modo. Praesent sudo utrum. Abbas melior nunc pala pneum. Aliquam autem facilisi ibidem nostrud paratus pecus probo vel velit. Commodo diam erat ex ratis sino. Appellatio hendrerit nunc patria sudo turpis ulciscor. Bene causa consequat luctus vicis. Accumsan camur cogo gravis premo sudo velit. Adipiscing aliquip ea elit humo letalis nisl torqueo vindico. Accumsan hos jumentum secundum. Capto euismod eum nibh valde vereor wisi. Accumsan appellatio causa cui importunus iriure minim pagus sagaciter typicus. Adipiscing aptent blandit commodo defui et ideo in interdico vindico. Commoveo consequat ibidem os praesent saepius sed ymo. Dolor duis enim hos lenis lucidus patria sed ut wisi. Abluo fere iriure molior proprius. Cui eligo jugis loquor molior nostrud vulputate.