Support, or the lack thereof

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truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
Forum Member
Posts: 11
Comments: 31

I purchased ATI 2009 on June 26 2009.
I submitted a problem report on October 23 2009.
I got a response on November 4 2009.

I regret to inform that our support module has changed. As you have purchased Acronis True Image 2009 Home Upgrade on 2009-08-26, you get one month of technical support with this purchase. Hence you are not entitled for technical support. I really apologize to inform you that we are unable to provide technical support to you.

In order to get the support kindly upgrade to the latest version of Acronis True Image, which is Acronis True Image 2010 (ATI 2010)

1 month support!!! I could not find this documented anywhere on their web site nor in any file or built in help that came with the product.

How the heck do they stay in business? Why do I continue to use Acronis? I'm even seriously considering upgrading to ATI 2010.

Why, there is nothing else I've seen that even comes close to ATI unfortunately. If there were, I'd switch in a heartbeat.

Sat, 11/07/2009 - 22:07
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0 Users found this helpful
truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
Forum Star
Posts: 3
Comments: 1027

You will get excellent help right here by other forum members - and much quicker too. Why not state the problem.

Sun, 11/08/2009 - 03:13
truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
Forum Member
Posts: 0
Comments: 25

I also wish somebody with a proper idea of how to handle customers would come out with a product with similar feature-set. Acronis' idea of customer "support" is laughable.

Sun, 11/08/2009 - 09:37
truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
Beginner
Posts: 1
Comments: 2

See http://forum.acronis.com/forum/5603

The product has a lot of potential but the support is non-existent. I even called the NA headquarters in MA to find a real email address in order to either rectify my situation or at least voice my concerns about the substandard support. The response I got was that they know that there are issues but that apparently they are not accepting contacts even via snail-mail (yes I was more than willing to write a real letter). How can I recommend this product to my clients?

Sun, 11/08/2009 - 19:52
truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
Beginner
Posts: 1
Comments: 5

Go over to Amazon.com and find the TI page there. Acronis customer support seems to be monitoring that site and posting long replies to every reported problem. The replies are mostly promises to provide quick help, rather than actual solutions to the stated problems. But at least they seem to be paying attention to that site.

Sun, 11/08/2009 - 20:23