Poor support
Recently I was directed to open a support ticket about a problem I was experiencing. Here's how that went
- I was directed to pay $9.95 for "priority" support. Done.
- I was given a "Priority Support Contact" phone number, which I called
- After being on hold for 10 minutes, I was told that Home products support is a different department
- Due to heavy call volume, someone from the home department would have to call me back in 15-30 min
- The agent took all my info, but not my phone number. When she was ready to hang up promising a return call, I asked if she wanted my phone no. She dutifully took down the number.
- It's about 2 hours later, no return phone call.
I hate to see what happens to the "non-priority" support requests. Anybody care to share their experience?
MW,
Do you now have a case number? It will be useful if you need to contact Acronis later on about your problem.
If it doesn't involve ultra personal information, you can always post your problem here and see if anyone has an answer, though of course you may need to wait a few days whilst world time catches up with everyone.
If you could list how you tried to find the contact form The one that didn't get you there), this might help Acronis rethink how their support page is formatted.
Hello WM
I am really sorry to hear that. This is not the type of support we intent to provide to our Customers for sure.
I've found your case in our tracking system - it looks like you've been contacted finally and the issue is being troubleshooted.
Please let me know if you have any further difficulties or procrastinations. I will escalate your case to responsible manager.
Thanks,
Andrey
Thanks for the reply, Colin and Andrey.
After I contacted Acronis via the email form above, I was able to get a case number. Hopefully the problem will be resolved shortly. I did post my problem into the forums earlier, and was directed to open a support ticket - which precipitated this incident.
The Acronis support page at http://www.acronis.com/support/ does not list any "contact us" form. The "Get Assistance" form directs me to pay for support, which I did. The email form I linked above was given to me by cleverbridge, who is "the e-commerce partner of Acronis and only
handles order and payment-related inquiries." - they were the one whom I paid for priority support and I contacted them initially about the issue.
I think this contact form should be prominently displayed on the support page.
MW
Hello MW,
Thank you very much for your feedback. I will definitely help you.
We really appreciate your comments because they will help us improve Customer support experience. I will forward it to our Web team so that they can improve our website.
If you have additional questions or any other issue, please let me know.
Thank you.