Unable for your mail server to accept my reply to email tfrom Acronis Support
Acronis Support Case 00867816 [ref:00D3Zcb.5005A5BJh:ref] Subject: Re: Acronis Support Case 00455587 [ref:00D3Zcb.50057uK6Q:ref]
I have sent reply emails on 3 occasions in response. Apparently your automated service is rejecting them.
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On 18 September 2010 14:08, puneet vijayvergi wrote:
Hello Bert Smith,
We are following up with regard to your recent issue/question from case 00867816 which we received and then responded to on 9/8/2010. We would like to make sure your issue/question has been completely resolved to your satisfaction. Please Reply to this email and simply enter "RESOLVED" as your response if it has been fully resolved to your complete satisfaction.
If we do not hear back from you regarding this issue in 2 days, we will go ahead and assume this particular issue has been fully resolved to your satisfaction by closing the ticket in our system. Should you need anything else at anytime, you can go to http://www.acronis.com/support/ where you can search our online knowledge base and frequently asked questions, or submit a new support issue/question.
If you are still experiencing the same issue or are not completely satisfied for any reason, please Reply to this email so we can continue to assist you right away. Please reference your ticket number listed at the beginning of this email anytime you need to correspond or speak with us.
Thank You
Acronis Customer Central
http://www.acronis.com/support/
Acronis, Inc.
300 Trade Center Suite 6700
Woburn, MA 01801 USA
http://www.acronis.com
***Note: To ensure your reply is received, please do not edit the subject line of of this email.***
[ref:00D3Zcb.5005A5BJh:ref]
The issue at present is UNRESOLVED.
In my small city i know of 12 users of Acronis 2010 are affected by the bug in backing up Outlook 2003/2007 .pst files running under XP SP3. We were told that this would be fixed in a later version of Acronis 2010. We waited for 6 months for an email, or for notification at your web site that a later build was available. We currently use a free Microsoft file to backup our .pst files.
We are discussing whether or not to move to Windows 7. All we want is to reliably back up our files and be able to create a disk image. This can be done with any of the Windows 7 versions. I know Acronis has some nice features that are not present in Windows 7, but we do not like "bloated" software which has features we will never use and which will slow our computers down.
Four more comments/queries:
* Acronis must communicate more effectively with its registered clients.
* Does Acronis 2011 have a Live Update feature? Or do we have to download the complete new build each time one is released?
* Will Acronis 2010 have to be uninstalled before Acronis 2011 is installed?
* Has Acronis 2011 been thoroughly tested on XP SP3? Has the annoying 49 710 days error for backup to complete been resolved? This error should have been picked up and removed months ago!
I would appreciate your comments and will pass them onto the 11 other Acronis 2010 users I help.
--
Best wishes,
Bert Smith
May I have a reply to this post? This matter is of some importance to 12 computer users. Thank you. Bert Smith
Hello Bert,
Please accept my sincerest apologies for the delay. I would like to thank you for your valuable feedback.
I am terribly sorry for the inconvenience, please let me explain how our internal automatic system works. When a new case is created, a unique id is generated for it, which is placed in the subject line of the e-mail. This unique id allows all external e-mails to arrive to the same case, so that the conversation can flow between a support engineer and a Customer seamlessly. If the subject line is changed in any way, the e-mails start arriving to a different queue. This is what happened here. I have already alerted the support engineers about this and I am confident that from now on there will be no more delays. He will generate a new subject line in your case and I would really appreciate if you can reply only to e-mails arriving with that new subject line. If you are still having issues with this, please let me know.
I have checked the .pst backup issue and according to our internal resources, it will be fixed in the next build of Acronis True Image 2010 Home. I cannot provide you with a release date at the moment. We do not have any reported issues with this in Acronis True Image 2011 Home, that is why I would recommend to download a trial version and see how it runs on your system.
We do not have a Live Update module at the moment, our software checks for updates automatically and if there is one, it notifies you about it.
You can install Acronis True Image 2011 Home over Acronis True Image 2010 Home. Please check this article for additional information.
There are no reported issues with Acronis True Image 2011 where the backup takes over a few thousand days to complete.
I will also forward your request about more efficient communications to the responsible department.
If you continue to experience any issues or have any other questions, please let me know.
Thank you.
This is getting beyond a joke.
doesn't work
doesn't work
doesn't work
Whether a new message or a reply to an existing one, they ALL result in an autoresponder from a address.
When is Acronis going to fix the bugs on its email system?
It is NOT practical to start a Web browser for items that belong in an email client.
Hello Adrian,
Thank you for your message and welcome to the forum. I will certainly assist you with resolving this issue.
We have changed the procedure for contacting our Support team some time ago, that is why the e-mails you mentioned will no longer work. I had to edit your post to remove them for privacy concerns.
However, you can still contact our Support team from your Acronis web-account, please make sure you have a valid support license. After sending the first e-mail to our support, to make sure that your e-mails are not sent to the trash can, please reply to our e-mails without changing the subject line of the e-mail.
Please let me know if you have additional questions.
Thank you.