Acronis Support? What support?

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It is now 9 days since I submitted a ticket via web form to Acronis about a problem I'm having with phantom scheduled updates failing to execute in 2010 Home. I've yet to hear back.

Even attempting to access or post in this forum is a challenge. I keep getting "Internet Explorer cannot display the webpage". This is my umpteenth attempt. (I'm having no problems with other forums, and I have no connection problems). This forum is a mess, and virtually unusable.

This is a new purchase. I expected better support. What a schmozzle!

mer 16/12/2009 - 19:40
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I read a post somewhere in the forum that their support is overloaded. I've submitted mine like two weeks ago and I haven't got a single reply yet. Seriously, Acronis should realize that the Support is an integral part of software development life cycle and put more resource into it if it's lacking.

mer 16/12/2009 - 21:05
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You'll both get faster help if you post your problem in the forum. Or you may find your answer in one of the Stickys above by GroverH.

mer 16/12/2009 - 22:53
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DwnNDrty wrote:
You'll both get faster help if you post your problem in the forum. Or you may find your answer in one of the Stickys above by GroverH.

With all due respect, I didn't in this case.

It was GroverH who suggested I fill out a support request:
http://forum.acronis.com/forum/6607#comment-12893

I very much appreciate the help from volunteers here. But sometimes the vendor has to step up to the plate, and take responsibility for its product.

jeu 17/12/2009 - 00:21
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Hello all,

First of all, let me apologize for the delayed response.

Gaslad, I have searched for your case in our database and found that our engineers have already responded to you some time ago.

Anyway, I have searched for messages from you and responded to this thread.

So please refer to it for the issue you experiencing. Also, please do not hesitate to ask me if anything is not clear for you or if you have any additional questions.

Thank you.

jeu 17/12/2009 - 10:34
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truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
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Alexander:

Thanks for your response.

"Gaslad, I have searched for your case in our database and found that our engineers have already responded to you some time ago."

Sorry, but you are absolutely wrong on this. It is true that your engineers replied to (and fixed) a previous issue I had (after a two week delay) but my current issue has yet to be addressed.

In the meantime, I appreciate your response in my other thread. I'll let you know how it goes.

jeu 17/12/2009 - 22:02
truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
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Just a follow-up:

After several days I can now affirm that I have had no more phantom error messages. Thanks again for your help. I am most grateful.

Just for consumer feedback, I would note that my web-form ticket on this same problem submitted to Acronis, is now 2 weeks with no reply. Of course I no longer need this reply, given your help. Still, it reflects very poorly on your customer support.

mar 22/12/2009 - 05:36