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Customer Service - or lack there of.

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Does anybody know of any email address where I can get a response from Acronis. Their customer service is beyond crap and i'm fed up with being told that the email address i'm sending my issues to will not be looked at or responded to, and that I should use another method which will also not be looked at. In case of any urgent issues i should use the chat facility which is not available for my issue. If anyone knows how to get through the wall of technocrap to get to a customer service adviser I would appreciate it. I was considering upgrading to the newest product but so far this experience has really turned me off Acronis. So far I have been trying to get through for about a month.

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Post you problem here. Acronis support does monitor this forum. Did you register at the web site? I don't understand why chat can't handle your issue? Can you post details here?

Hello,

Andrew, we're really sorry for the difficulties you've experienced. Let me help you to get the support on our website.

To get support go to the Acronis website - you should be automatically redirected to the local web-site according to your location. If not - then please choose the local web-site from the Country/Language drop-down menu at the top. After that go to the "Support" tab.

Here you can view all the available support options:

Self Service section - here you can get to the User and Installation Guides, Downloads, Knowledge Base, Support Forums and Licensing or Product Selection assistance
Common Issues and Solutions section - here you can get to the most popular issues and how to resolve them quickly
Current Alerts section - here you can see the most recent issues and get help on them
Contact Support section - Contact Support department and learn about your support options.

If you didn't find solution to your issue on the support page or Knowledge Base then use the "Get Assistance - Start here" wizard under the "Contact Support" section. Please make sure you are on the correct local website - use the Country/Language drop-down on the top.

It is recommended to login at the right side of the page before starting the "Get Assistance - Start here" wizard - you will get more options when the wizard knows who you are and what products and support programs you have.

After starting the wizard - follow the steps and you will be suggested several ways to get in touch with Support (this may include Phone, Chat, E-mail, Forum support).

If you don't have your product in the list then you need to register it - see Registering Acronis Products at the Website.

If you want more support options then you can take a look and buy Acronis Support Program subscription - see Purchasing Acronis Support Program.

Please let me know if you have any additional questions.

thomasjk, thanks for your help.

I bought Acronis True Image 11 Home to back up desktop (running windows XP). I have recently tried to install the same program on my laptop running Windows Vista. Unfortunately this program consistantly causes my laptop to crash. My computer crashes when i try to back up, when i try to restore and when I am not even using the program. I was even tempted to buy the latest version thinking that would solve the problem but I am reluctant to invest any more in this program when it's not working in it's current state.

You can download the trial version of TI Home 2010 http://www.acronis.com/homecomputing/download/ and try that. Its fully functional for 30 days. See http://kb.acronis.com/content/2768 for limitations.

Thank you Thomasjk. I will try that, and see how I get on. Although I have been using Norton backup for the last month or so and am very happy with that.

Thanks
Andy

I cannot get my serial number from Acronis Tech support. I have two responses from two different folks asking for my receipt and have sent it twice. Without that serial number, that I either misplaced or was not included in my purchase from Everythingoutlet.com, I cannot use or register my software. I have provided my telephone number to them but all I get is an e-mail after a couple of days asking for the same things.

So far I have heard from "Pawan Tiwari" and "Abhishek Khanna" my case number is 00653237.

Help

Hello Charles Vinroot,

Thank you for your post. I will do my best to resolve this issue.

I am very sorry for the inconvenience and I would like to assure you, that I have forwarded this issue to our Sales team and we will do our best to fix it as soon as possible. I will update this thread and I will send you a PM as soon as I receive an update on this.

Please let me know if you have any other questions.

Thank you.

Hello Charles Vinroot,

I would like to provide you an update regarding this issue.

I have checked with our Sales team and our Regional manager about this. Please contact Everythingoutlet.com and ask for a new serial number. If they do not provide you with one, then I would suggest to ask for a refund.

In the future, to avoid such inconveniences, you can always purchase from our online store or from one of our authorized re-sellers.

If you have any other questions or require additional assistance, please let me know.

Thank you.

I agree with Andrew Hennessy, Acronis's support is difficult at best! I originally activated my True image 15 and set up an account under my current email address and established a password. Today, using the same computer I tried to use the program again and it said the product needed to be activated. I am not sure why but I could have very changed the HD even though this HD has the acronis program on it. That is not the major problem though, I have forgotten the password to that account so I wanted to change the password and have the directions sent to my email. When I input the information to log into the sire it says my email address is wrong. I only have one email address! I thought I would just call them! Well that didn't work because it asked me for money for support. There is no way to email them without getting into the account and I can't do that because it won't accept my email address. I thought maybe if I created a new account I could straighten it out. Nah, that doesn't work either because it says my serial number belongs to another account. In my opinion, it need to be easier to get in touch with Acronis to resolve these issues. What I need is to change the email address on my first account, get my password changed and close the second account. Can anyone help?