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Lousy customer service - thank god I didn't pay money for this

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I used to have Acronis 2014 from a Western Digital drive. I could run the clone operation with it but it did not work with the Samsung SSD drive I bought. I bought a PNY drive which was supposed to include a copy of 2017 so I could clone the drive to the SSD. When I downloaded the new software I lost the capabilities I had with the 2014 software. All I could do was file backups. In addition, there was no record of me having 2017 in my account. All PNY could tell me was that they provide a link to the software they licensed. I tried contacting Acronis and got a response that I need to contact the OEM as supposedly they would know what was in the software. Acronis doesn't know what is in the software that they sold to PNY?

 

Finally, I got a copy of something useful EaseUS Todo and it did what I wanted to. I will never, in any way, buy Acronis software or any product that utilizes it.

 

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Mark, welcome to these User Forums.

The response you received from Acronis is completely in line with their published statement on how OEM versions of their software are handled.  See KB 2201: Support for OEM Versions of Acronis Products

The reality here is that you have made a hardware purchase from PNY which came bundled with a stripped down version of an Acronis product as a free extra, so you have not paid Acronis any money for their software. 

There are lots of different products that are capable of cloning disk drives, some are available as limited free versions, others have to be purchased to get this functionality.

From a user perspective, I am glad that you found a product that worked for you with EaseUS ToDo, and I hope that your experience with it will be good.  

In reply to by truwrikodrorow…

If you buy a piece of hardware that says on the box that it comes with some software, then you have in fact, bought that software. You get a registration key with the hardware and only people with that registration key can utilize that software just as if you paid the money directly to Acronis. I could not utilize that software if I went to the PNY page and downloaded the software without that key. This is no different than the Windows operating system you got when you bought the computer.

 

Who cares what Acronis' statement is - they are cheating people. PNY did not get the use of Acronis software for free. PNY paid money for it and part of that money was paid for by the person buying the PNY product. If it was free to PNY there would be no need for a key just a reference to a link for free Acronis software anybody could utilize.

 

 

Mark, this topic could be debated endlessly and neither you or I would be wrong in holding our opinions.  I am just another user like yourself, I do not work for or get paid by Acronis for volunteering to help other users in these forums.

If you feel so strongly about Acronis despite not having actually paid them any money yourself for the use of the OEM product supplied to you by PNY, then please take this up with Acronis directly - you can do this via their feedback web page or by sending a Personal Message to Gaidar, General Manager for Acronis True Image.

Normally I don't weigh in on these kinds of postings, but something does not make sense. PNY says they provide Acronis True Image HD version which Acronis says does not support Files and Folders backup, yet the OP says "All I could do was file backups."