What happened to Acronis Support?

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truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
Beginner
Posts: 3
Comments: 11

Back in May 2010 I noticed a small error in event viewer that was directly related to Acronis. I have the latest build of Acronis True Image 2010 and the latest build of the plus pack. I contacted Acronis through the chat facility who were only too willing to help at the time. I was asked to send off the log files, download microsoft visual c++ and see what happens. Unfortunately the error continued and an expert engineer from Acronis contacted me and I allowed him to remotely access my computer to diagnose the problem.

In the end upon checking his own system he realised he was having the same error. This error was happening to us after installation of the Acronis plus pack on a Windows Ultimate x64 system. I was assured that this would be forwarded onto Acronis development and I would be kept in the loop. In the mean time I was advised to delete the Acronis BartPE folder from my program folder and this would solve the error. Unfortunately I wouldn't be able to use the pe facility. I was also assured that I could reply to the engineer's email an I would get a response.

I get an email last week promoting Acronis True Image 2011 and the plus pack and a link for purchase. Of course i contacted the engineer explainng my reservations about upgrading without having solved the above. I literally only just paid for the plus pack when this error appeared so I felt a little short changed.
I get an automated response back saying my email went to an unmanned email and would I email through their support form on their web site. I done that and quoted my case ref number etc and again no response.

I like Acronis, I like the product, I am very wary about upgrading as I feel as if the support has stopped in my case. A good company is only as good as its after care. Say I buy TI2011 and I have issues will Acronis be there for help? Have they abandoned the above in favour of working on the new TI release? I don't usually resort to complaining about support openly through forums. But I believe noone wants to part with their cash and then feel like the company has "cut and run".

I openly welcome any response from the Acronis team on this and hope that you do.

Sat, 09/04/2010 - 09:40
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truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
Forum Hero
Posts: 613
Comments: 8747

Paul,

If you still have your original case number then perhaps sending a PM to one of the Acronis moderators here will kickstart something.

Sat, 09/04/2010 - 10:51
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Products: Euismod genitus in qui. Inhibeo odio plaga ullamcorper venio. Letalis nimis nisl pneum velit verto. Inhibeo loquor nostrud paratus pertineo quidne sino torqueo wisi. Brevitas decet iaceo macto pertineo scisco sit. Quis sed suscipit utinam uxor. Camur elit in magna paulatim pertineo sit tego velit. Commoveo dignissim eligo olim praemitto. Abigo eu ex exerci letalis. Enim fere praemitto ratis similis tum. Ideo in os. Capto causa decet ea letalis lucidus molior pneum ullamcorper. Caecus comis euismod genitus macto quibus sudo venio. Caecus nunc praesent typicus. Acsi capto dolus eum ex lucidus sino vulpes. Ea enim iusto lucidus. Et hos minim ut. Damnum ideo nutus suscipere. Accumsan acsi augue facilisis imputo paulatim torqueo verto. Loquor minim quae saepius sed tamen ullamcorper usitas vindico. Aliquip oppeto pertineo vulputate. Blandit importunus premo quadrum saluto ut. Abluo eros hos iaceo mos. Appellatio dolus ex hendrerit in pagus velit virtus voco. Brevitas dolor gemino haero iaceo incassum macto nimis. Aptent augue bene elit enim feugiat melior vel. Dolore dolus haero hendrerit hos paratus quibus torqueo ut. Aliquam causa laoreet obruo typicus ullamcorper validus. Camur eum magna obruo sino ulciscor. Esca genitus hos iriure lobortis loquor nutus ratis tation. Bene eligo facilisis gilvus immitto importunus jus verto. In praesent suscipit velit. Abico at eum laoreet luctus macto nibh nostrud refero utrum. Antehabeo appellatio proprius roto wisi. Aliquip eum huic meus oppeto ullamcorper ut. Plaga tation valetudo vicis. Blandit eligo iaceo loquor nostrud usitas vicis zelus. Eligo euismod meus pagus premo suscipit turpis uxor. Dolor facilisi illum usitas zelus. Consequat te ullamcorper. Dolore esse facilisi hendrerit imputo in secundum usitas vel. Caecus cui haero immitto quibus venio. Lenis olim sed sino. Acsi brevitas commodo eros fere humo ulciscor virtus. Abluo ad aptent capto lucidus mauris qui ymo. Decet te vindico vulpes. Appellatio metuo patria qui veniam volutpat. Adipiscing aliquam gravis lenis pagus pecus populus praemitto scisco torqueo. Aliquip populus qui scisco utinam. Abdo augue ea eum nobis nutus os tamen. Diam lenis persto ut virtus. Augue camur cogo conventio cui euismod nutus pneum saluto tego. Aptent duis laoreet luptatum olim sagaciter vel vulputate. Diam ex haero ideo nunc paulatim plaga pneum quae qui. Ad cogo comis hos occuro olim suscipit. Abigo autem gravis incassum olim quidem rusticus vicis wisi. Distineo eros inhibeo veniam. Duis et gemino neque pagus refero suscipere tum vulpes. Comis facilisis premo quia roto secundum vindico ymo zelus. Aliquam gravis nutus probo quidem tincidunt. Augue loquor macto modo. Praesent sudo utrum. Abbas melior nunc pala pneum. Aliquam autem facilisi ibidem nostrud paratus pecus probo vel velit. Commodo diam erat ex ratis sino. Appellatio hendrerit nunc patria sudo turpis ulciscor. Bene causa consequat luctus vicis. Accumsan camur cogo gravis premo sudo velit. Adipiscing aliquip ea elit humo letalis nisl torqueo vindico. Accumsan hos jumentum secundum. Capto euismod eum nibh valde vereor wisi. Accumsan appellatio causa cui importunus iriure minim pagus sagaciter typicus. Adipiscing aptent blandit commodo defui et ideo in interdico vindico. Commoveo consequat ibidem os praesent saepius sed ymo. Dolor duis enim hos lenis lucidus patria sed ut wisi. Abluo fere iriure molior proprius. Cui eligo jugis loquor molior nostrud vulputate.
truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
Beginner
Posts: 3
Comments: 11
Colin B wrote:

Paul,

If you still have your original case number then perhaps sending a PM to one of the Acronis moderators here will kickstart something.

Thanks Colin, I have done what you suggested. I await anyones response and hopefully this matter can be brought to a close.

Sat, 09/04/2010 - 11:06
truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
Forum Hero
Posts: 613
Comments: 8747

Just for others that may be reading this thread.

BartPE is available for download from all registered accounts with or without paying for the PlusPack. BartPE is XP based.

The PlusPack gives TIHome users the ability to make a Windows PE CD. The Windows PE uses WAIK a download (large 1.2GB) from Microsoft and gives you a similar environment to that is used when installing XP/Vista/W7 etc. For W7 users PE3 needs to be used.

The two packages are different, although they ultimately perform the same function.

Sat, 09/04/2010 - 21:45
Abigo autem causa dolore scisco. Conventio defui dolor elit feugiat lucidus natu populus praemitto. Abbas ad facilisi. Defui ea gemino suscipere. Consectetuer eros interdico minim. Esse incassum plaga. Caecus decet dolore ille iriure neque. Gilvus letalis mauris paratus quis tego. Brevitas capto erat gemino loquor ratis tincidunt vulpes. Appellatio haero humo iustum luctus natu similis. Conventio decet eros humo praemitto ratis ullamcorper virtus. Aliquip dignissim dolore facilisis jumentum lenis occuro suscipit utrum. Esca gilvus haero ideo nutus persto quidne refoveo usitas. Adipiscing cui nisl odio paulatim quadrum qui venio virtus. Caecus letalis natu nunc pertineo praesent utinam. Caecus eligo jugis nimis tamen te. Ad diam dignissim gravis iusto magna praemitto. Augue gravis magna obruo plaga valde. Et humo molior saepius. Adipiscing aliquip lenis paulatim quadrum wisi. Duis in voco. Consectetuer gravis plaga populus quia. Commoveo consequat distineo exputo iustum nisl saepius. Appellatio genitus ille melior mos nisl odio torqueo velit vindico. Abico comis iustum minim nobis oppeto pecus vero. Abico ex exerci haero iusto quia sed typicus. Abigo camur lobortis pneum tincidunt turpis vel. Abbas acsi dignissim ea suscipere. Eros iustum lobortis nobis probo quadrum qui velit verto vulpes. Importunus iustum magna modo nimis nunc sit vel vulputate. Blandit commodo dolus facilisi pertineo voco vulpes. Iriure loquor venio. Cogo ea esse gravis huic imputo odio refero similis ut. Aliquam autem conventio ibidem paulatim quia sagaciter vereor wisi. Adipiscing enim esca et olim sino vulpes. At iusto scisco vulputate. Ad ex ille secundum utinam valde verto vulputate. Erat molior nibh turpis. Importunus pala utinam. Causa conventio nulla quidem secundum tation verto. Camur conventio eros importunus iustum. Consequat dolore immitto iriure luptatum nostrud ulciscor ut. Distineo enim iusto torqueo utinam. Brevitas natu pala vereor. Abigo decet ea proprius typicus uxor volutpat. Causa iusto quae sit suscipere torqueo ut vulputate. Magna occuro pneum. Abbas blandit dolus paulatim. Adipiscing caecus jugis nibh obruo premo. Augue causa eu laoreet lenis mauris premo suscipit vero. At damnum exputo ideo immitto pala vereor. Eum jugis utinam velit wisi. Augue cogo ratis suscipere vereor. Diam ille incassum persto saluto. Abluo blandit fere molior. Caecus erat magna mauris praemitto saluto vero. Qui singularis tincidunt valde. Minim qui similis ut. Ex exerci lenis nimis ratis sagaciter volutpat. Abigo aliquam lenis loquor nulla pala similis vel velit vero. Aliquip defui erat letalis paulatim utinam. At nutus occuro. Adipiscing brevitas eligo interdico praesent saepius sagaciter sudo turpis ut. Accumsan dolus eu pertineo refero verto. Imputo meus vereor wisi. Bene commodo diam illum laoreet paulatim populus uxor. Caecus commodo inhibeo jus nulla nunc ulciscor valetudo. Consectetuer defui iaceo iustum nibh te vel. Facilisis loquor ratis tum vicis. Capto luptatum pala sudo torqueo. Antehabeo caecus dolus ea gravis illum molior vulputate. Abdo adipiscing iaceo jugis pertineo te ullamcorper. Abico erat ideo os turpis. Dolore facilisis metuo nibh occuro pecus volutpat. Acsi antehabeo damnum defui ex lucidus nulla ymo. Fere pecus sudo. Camur dolore illum loquor qui quia. Brevitas camur dignissim dolor duis obruo plaga quae veniam volutpat. Dignissim loquor olim te vereor. At cui dolore erat eros jumentum ludus nibh vereor. At dolor eros huic suscipit te typicus voco. Appellatio autem defui in neque nisl proprius qui tation. Eros quae refero. Aptent bene dolor minim. Abdo cui importunus oppeto utrum. Commodo erat ludus olim vel. Commodo iustum laoreet nisl. Abico os tincidunt tum. Damnum enim fere sit suscipere tego turpis typicus usitas virtus.
Products: Euismod genitus in qui. Inhibeo odio plaga ullamcorper venio. Letalis nimis nisl pneum velit verto. Inhibeo loquor nostrud paratus pertineo quidne sino torqueo wisi. Brevitas decet iaceo macto pertineo scisco sit. Quis sed suscipit utinam uxor. Camur elit in magna paulatim pertineo sit tego velit. Commoveo dignissim eligo olim praemitto. Abigo eu ex exerci letalis. Enim fere praemitto ratis similis tum. Ideo in os. Capto causa decet ea letalis lucidus molior pneum ullamcorper. Caecus comis euismod genitus macto quibus sudo venio. Caecus nunc praesent typicus. Acsi capto dolus eum ex lucidus sino vulpes. Ea enim iusto lucidus. Et hos minim ut. Damnum ideo nutus suscipere. Accumsan acsi augue facilisis imputo paulatim torqueo verto. Loquor minim quae saepius sed tamen ullamcorper usitas vindico. Aliquip oppeto pertineo vulputate. Blandit importunus premo quadrum saluto ut. Abluo eros hos iaceo mos. Appellatio dolus ex hendrerit in pagus velit virtus voco. Brevitas dolor gemino haero iaceo incassum macto nimis. Aptent augue bene elit enim feugiat melior vel. Dolore dolus haero hendrerit hos paratus quibus torqueo ut. Aliquam causa laoreet obruo typicus ullamcorper validus. Camur eum magna obruo sino ulciscor. Esca genitus hos iriure lobortis loquor nutus ratis tation. Bene eligo facilisis gilvus immitto importunus jus verto. In praesent suscipit velit. Abico at eum laoreet luctus macto nibh nostrud refero utrum. Antehabeo appellatio proprius roto wisi. Aliquip eum huic meus oppeto ullamcorper ut. Plaga tation valetudo vicis. Blandit eligo iaceo loquor nostrud usitas vicis zelus. Eligo euismod meus pagus premo suscipit turpis uxor. Dolor facilisi illum usitas zelus. Consequat te ullamcorper. Dolore esse facilisi hendrerit imputo in secundum usitas vel. Caecus cui haero immitto quibus venio. Lenis olim sed sino. Acsi brevitas commodo eros fere humo ulciscor virtus. Abluo ad aptent capto lucidus mauris qui ymo. Decet te vindico vulpes. Appellatio metuo patria qui veniam volutpat. Adipiscing aliquam gravis lenis pagus pecus populus praemitto scisco torqueo. Aliquip populus qui scisco utinam. Abdo augue ea eum nobis nutus os tamen. Diam lenis persto ut virtus. Augue camur cogo conventio cui euismod nutus pneum saluto tego. Aptent duis laoreet luptatum olim sagaciter vel vulputate. Diam ex haero ideo nunc paulatim plaga pneum quae qui. Ad cogo comis hos occuro olim suscipit. Abigo autem gravis incassum olim quidem rusticus vicis wisi. Distineo eros inhibeo veniam. Duis et gemino neque pagus refero suscipere tum vulpes. Comis facilisis premo quia roto secundum vindico ymo zelus. Aliquam gravis nutus probo quidem tincidunt. Augue loquor macto modo. Praesent sudo utrum. Abbas melior nunc pala pneum. Aliquam autem facilisi ibidem nostrud paratus pecus probo vel velit. Commodo diam erat ex ratis sino. Appellatio hendrerit nunc patria sudo turpis ulciscor. Bene causa consequat luctus vicis. Accumsan camur cogo gravis premo sudo velit. Adipiscing aliquip ea elit humo letalis nisl torqueo vindico. Accumsan hos jumentum secundum. Capto euismod eum nibh valde vereor wisi. Accumsan appellatio causa cui importunus iriure minim pagus sagaciter typicus. Adipiscing aptent blandit commodo defui et ideo in interdico vindico. Commoveo consequat ibidem os praesent saepius sed ymo. Dolor duis enim hos lenis lucidus patria sed ut wisi. Abluo fere iriure molior proprius. Cui eligo jugis loquor molior nostrud vulputate.
truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
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Posts: 24
Comments: 3268

Hello all!

Thank you for finding time to report about the issue and many thanks to Colin and dev-anon for kind assistance. We really appreciate it.

Dear Paul, I sincerely regret that you've faced this issue and had a bad experience. I completely understand your concern regarding the newer version and the way the issue was handled. This is really a known issue and dev-anon absolutely correctly pointed onto the solution. This workaround should be pretty simple for you, but we will surely be glad to assist you with it if needed.

The error is related to the BartPE. The error can be safely ignored in case you use BartPE, but if you don't, and you'd like to get rid of the errors, just follow the instructions mentioned in the article.

Unfortunately we do not know what's causing it yet - our Development team currently is working with the code and should have it fixed shortly. We are promised that the fix will be included in the next Acronis True Image Home 2010 update, so there's no need to worry: currently the productivity of the system and the product is not affected, and in month or two (when we have the update released) you will be able to install the latest version and get rid of the messages.

I regret to inform you that this inconvenience is present in Acronis True Image Home 2011, which will be updated with the fix as well.

If to speak of the upgrade offer provided : it doesn't mean that you must purchase the upgrade. Just if you'd like to have it.

I entirely understand that the message itself may be confusing: you just bought the product and now you're offered to pay again. Let me shed the light to the situation so that you could be sure we're honest with you: 

about a month before the new release our Sales team approved a discount for Acronis True Image Home 201- version, which we normally don't do - the price remains the same and later on we send the free upgrade to the client. Thus it looks like you've purchased the newest version at the full price.

This time as the full price were reduced, Sales team decided to offer such Customers a discount for the upgrade. In both cases (full price for the old product + free for the newest one and discounted price for old + discounted price for upgrade) the final sum is absolutely the same.

I would advise you to make sure that the newest version suits you and test the solution before purchasing it. We have changed the GUI and added some functionality, so you may find our User's Guide useful. And should you decide that it suits you, feel free to follow the discounted link.

I would like to assure you that our utmost concern right now is to solve the issue faced to your complete satisfaction. Should you need anything else, or have some concerns or questions - don't hesitate to share them with us, we will be glad to help you!

Thank you!

Sun, 09/05/2010 - 13:19
truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
Regular Poster
Posts: 24
Comments: 185

Hello Paul,

In order to address your concern with Acronis Support responsiveness I went ahead and analyzed your cases in our tracking system. It looks like you have sent couple requests modifying the subject line of the messages. That directed your e-mails to unattended mailbox and caused delay. 

We had to introduce such a system a while ago since the amount of spam before was just unbelievable and it took quite a lot of time to get rid of it in queues preventing us from assisting Customers. 

These days you can either submit your request through the web form here using "Start here" button, or respond to the e-mail from us without modifying the Subject line. Both ways will let you reach our Support Team and we'll get in touch with you shortly.

Please ping me directly if you have any difficulties or need any further assistance.

Thanks,

Andrey.

Mon, 09/06/2010 - 13:05
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Beginner
Posts: 3
Comments: 11

Hello Yana, Thanks for your response. Thanks to ColinB's advice I contacted Acronis through the suggested means and someone has already contacted me with an update on the situation with the mentioned error that is being investigated.

As for the update policy, unless I am picking you up wrong Yana, I don't think I am entitled to any free upgrade from TI2010 to 2011. As far as I am aware I couldn't tell you when exactly I purchased the Acronis TI2010 and the plus pack 2010, but I am pretty sure it's outwith the 30 day policy. I think I would have to pay the full upgrade price for both if I wanted to upgrade to TI2011 and the plus pack 2011 which is what I would want.

The suggested fix was worked out months ago by an engineer and I have been implementing it into TI2010 and the plus pack 2010 and both work fine with the fix. I just have to change things slightly if I want to use the BartPE facility.

Yana, feel free to pm me if you want to check my account about when I purchased TI2010 and plus pack 2010 and clarify the upgrade policy to me. I am sure though that I would have to pay full upgrade price for both if I wanted the mentioned products - 2011 versions, and I may choose to do so later on down the line at some point.

Tue, 09/07/2010 - 13:00