Subpar support, subpar software

Thread needs solution
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Beginner
Posts: 3
Comments: 5

It has been more than a month since I put a support request (Dec 06- [Case 00427915] System hangs when writing a large file with NSB [ ref:00D3Zcb.50057YQnV:ref ]). No bloody reply.

Is this your new business tactic to sell more support by having a short support expiration date and then not reply? I've put significant time to make a bug report trying to be helpful. This kind of no-reply is extremely frustrating. If you neither can support your customers well nor have a product with a small number of bugs, why bother selling the software?

And what kind of software company has a month of free support? I am a developer myself and I've never seen a single software company offering 1-month support for a retail backup software.

Please don't tell me to use the forum right now because I don't want to spend my time re-writing my problem report and I don't even have time to re-write it. Please remember that I paid, with my money, for the official support as well as the license for your software. At least try to find me a post that sounds like mine. If are going to tell me to go back to the unofficial channel-forum-, you might as well refund me the support fee or something.

And the problem itself: I bought this software to increase reliability of my personal computer system not to add random hangs to my machine leading to a data/time loss + frustration. I've spent enough time debugging software at work. I know it's impossible not to have bugs in a software but considering the purpose of your software, my kind of bug (system instability, kernel driver hang) should have not been in a released product. I should have not bought this product when I saw the number of complaints in the internet.

wb

Tue, 01/19/2010 - 02:44
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Forum Star
Posts: 17
Comments: 2991

Hello wbkang,

Thank you for your posting.

We are really sorry for not replying such a long time. We will do our best to prevent this situation from happening in future. We sincerely apologize for the inconvenience you experienced because of such big delay with the response. I am submitting a request to the respective manager. The appropriate staff will take care of your request shortly.  

From my side, to provide you with the possibility to obtain the necessary support, I will extend your free support period for one month. 

Please do not hesitate to ask additional questions if the provided information is not clear or you need a further assistance. 

Thank you.

Tue, 01/19/2010 - 13:01
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truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
Beginner
Posts: 3
Comments: 5

Alright, so Acronis did call me today which I appreciate. Apparently it's a known issue whose KB article is not published yet and they said they will let me know when the solution is available. I just hope the fix comes out soon.

Just in case anyone's wondering, my problem is that if you write (or like, zip) a huge file (>8GB), the next time NSB tries to backup the file, it will bring down the system. The intermediate solution was to either turn off NSB temporarily while zipping, or to partition the destination zip file.

Wed, 01/20/2010 - 00:27