Software, support.

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truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
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I had high hopes for Acronis with their online backup system - however it has failed me in every way imaginable.

Firstly, True Image Home 2012 does not work correctly with the service, and provides a completely different view / interface than True Image Online - it runs very slowly and seems unable to delete old versions.
Secondly, Acronis do not allow you to simply run both programs, so you either get the 'True Image Online' software with it's own interface for managing online backups or the 'True Image Home' software, with a completely different view.
Thirdly, the basic software functionality does not work correctly - it fails to remove my old versions. I am currently sitting at 238gb used, unable to delete my old backup versions (go figure.. the software can take 30+ minutes to delete a version, or it simply crashes?), and unable to create anything new (fails because backups are full).

I have sent this into support to be checked - however, lo and behold, after waiting 3 days for a reply they completely misunderstood my question, and are unable to find my account in their database (I am logged in with it right now.. therefore it must exist!??).

I have no confidence in this software, it is very slow, crashes often (it's crashed on my computer right now, I was trying to view my old backups) - plus the UI differs immensely depending on what version you use. Thank god I have not had to try and recover anything using this terrible software - as simply backing things up is too much to ask I bet trying to recover is completely impossible.
Not to mention, I have now spent a large portion of time just trying to get something working which should be working 'out-of-the-box'.

I would like the remainder of my subscription refunded.

Sun, 03/11/2012 - 12:00
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truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
Forum Star
Posts: 24
Comments: 3268

Hello Nic,

Welcome to our Forum, it's nice to have you with us.

I understand your concern, and would like to assist you with the matter. Could you please let me know the number of the case you've opened with support? I assume you've used another e-mail address, not the one you're currently logged in with, as there are no cases tied to this one. This might've caused a confusion with support as well: they had another e-mail address, not the one you've Online Backup registered to.

We're also sorry for you find the experience with our support dissatisfying. The official response time is 3 business days, and though normally we tend to reply earlier than this, this time-frame meets our commitment.

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.

Mon, 03/12/2012 - 13:00