Installation Problem: Serial Number Invalid

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After downloading and installing Acronis True Image Home 2010, I bought it through Amazon. Before installing from the CD, I uninstalled the version I had downloaded. When I attempted to install from the CD - and entering the abominably long 64-character serial number - I received a message saying that the serial number was invalid. After carefully verifying my entry against the label inside the package (and having my wife verify it with me), I received the same message. Thinking it odd that a product purchased through reputable channels would have come with an invalid SN, I googled and found the support chat. After explaining the problem and providing the key (correctly keyed) I was told that the SN was invalid. When told that I had purchased the product via Amazon I was told that unless the software was sold by and shipped by Amazon that it was not sold by an authorized reseller and that I had no recourse.

Of course, I took this up with Amazon and received satisfaction; however, I'm still perplexed that a product so professionally packaged and produced could be a counterfeit. Does anyone here have an explanation and a possible resolution that the support chat couldn't provide.

Fri, 05/07/2010 - 02:07
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Hello RH Hutchins,

First of all, please accept our profound apologies for the difficulties you've experienced.

The thing is that some individuals can sell the software on Amazon, but it is illegal since if an individual sells his/her copy of an Acronis product, then this violates Acronis End User License Agreement (EULA).

If Amazon itself sells the product, then it is legal. This is marked by Ships from and sold by Amazon.com (or Ships from and sold by Amazon.co.uk, Ships from and sold by Amazon.de). See the example of such notice below:

However in your case I think there were some typo in the serial number. Anyway, if such issue occurs, please contact us and provide us with any proof of purchase, and we'll replace your serial with a valid one.

Please reply to this thread or contact me via Private Messages if you have any additional questions.

Thank you.

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Fri, 05/07/2010 - 09:18
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truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
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On 7/15/10, as verified per your e-mail @ 12:11 p.m. I (& subsequently, 2 others) entered the SN provided -TRIPLE-checked, then attempted a download & entered also, on your 'register software' page.

The download gave us'Error' & the registry attempt said "Invalid SN'.

I'm not supposed to be some sort of 'geek' to use this 'easy' product, nor was it suposed to be an investment in frustration(what happened to 'peace of mind'?

Is therea simple answer to this (have I done something wrong?), or would you rather just issue a refund credit to my card account(reference#13366005)? Time already spent trying to resolve this issue has already made this a costly venture. Please advise.

Ref#13366005 Thank you for your reply-R

Fri, 07/16/2010 - 21:26
truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
Forum Star
Posts: 24
Comments: 3268

Hello R. Armstrong!

Welcome to our Forum, and thank you for finding time to share your experience with us! I understand your concern and will be glad to help you.

I have found your case opened with support and can see that the session ended on suggestion of trying another installation file. Could you please let me know whether it helped you, and what's the current state of the issue. I may assure you that our utmost concern now is to resolve the issue that you experience to your complete satisfaction.

Please also keep in mind that you need to specify both serial numbers while installing the software (upgrade + full license).

Should you need anything else or have any further questions - feel free to contact us at your earliest convenience, we will be happy to help you!

Thank you in advance for cooperation. I will be waiting for news from you.

Mon, 07/19/2010 - 14:24