ATI 2010 - No Tech Support Response?
Hello,
Have Acronis Tech Supp lost their touch? I sent in a support request related to the restoration of TIB file association and the icon in Windows on Dec 29th. I understand it was the holiday season and didnt expect a response till Jan 4th.
Today is Jan 6th and I have not received a response to my email...yet. Case ID is 00464388. Tried uninstalling and reinstalling ATI2010 but that doesnt help. Searched the forums for a clue but nopes that didnt work either. Comon Tech Supp please respond!
Cheers!
3 weeks and no response. Guess I don't stand a chance of getting a reply anytime soon.
It's probably time to consider other backup software packages. I've been an Acronis customer since 2006. Never had any major issue with the software or the support. Looks like things are changing at Acronis..for the worse.
Regards,
Viv
PS - And to think I was on the verge of purchasing additional ATI 2010 or new B&R licences for my laptop and other home PCs! Good thing I did not.
Don't worry when in the dim distant past I had isues support were totally usless so not getting a reply is not missing anything! Indeed it may avoid the frustration of getting replys that are totally unrelated to what you contaxted them about. As said join those of us looking else where!
I also logged a support request almost a month ago, plus sent two emails. No response. My 30-day support ends in a few days also. Acronis really stinks now. I really want my money back under their 30-day warranty. Fat chance. Time to find other software.
Too bad, because True Image 10 Home was really good. You actually didn't really need tech support, it was that good. But after buying TI Home 2010 to work with Win 7....what a distaster. I can't believe it's the same developers who are writing this software.
Tim Martyn
good god is support really that non-responsive?
Two months ago I paid for a year of support.
The first week I bought it I asked a question and got it resolved after several emails and phone calls. STart to finish just a few days to achive a resolution.
That was a 2 months ago.
This morning I filled out an email form asking a new question.
I got the auto response with a with a case number pretty quicly.
I wonder how long it will take for a paid support question to get answered.
I will post here when it occurs.
You paid for it so I wouldn't be surprised if you get help quickly. For those who just bought the product and expect some sort of help, I guess we're SOL. I got 30 days of free silence.
I've had two experiences with Acronis support for my registered TI Home 2010. Both cases were filed within my free 30-day support time frame. In both cases their auto-response was received promptly.
However, in the first case their response, nine days later, had absolutely nothing to do with the question I asked. In the second case (Case 00425166), filed on Dec 4th, as of this writing, five weeks later, no response at all.
Well, no matter. I have moved on to other backup software. My only regret is the $50 I paid for this unstable, buggy, and seemingly unsupported product.
My view is software that has so many things to go wrong must create issues for many users no matter how well its written. If the firm selling/producing it is really interested in producing a good product they will want to identify the problems. They will want users to contact them with problems so these can be overcome for that customer and if need be a change made to the program to prevent it occurring for others.
Its all well and good saying you should find problems in 30 days, if that is someone actually sorted them. But with PC’s changes made by other firms, MS esp. Can have effects after 30 days and basically sod you then it’s your look out. With nonstop back up not working for many I am not going to try it until its working for most users. But any issues I might then have again I’m on my own weather its the program or anything else.
What, in my view, we have is a firm now producing a poor program that looks as if that was known and would produce a lot of demand for support. So ditched the hassle of supporting it and as a result wouldn’t be able to identify the issues needing resolving to get the product working properly.
The end result is either the customers will move away as many here are saying they are doing or Acronis has a major revision of the total product, program and support, to one that works well and gets supported when there are problems (including prompt patches to deal with bugs!!). Without improvement the migration will keep on.
Someone here might be able to get you going if you post what your problem is, or if already started a thread, link to it, so others can try to assist, whilst Acronis are working off the Christmas pudding. Of course it's Orthodox Christmas this week, so Acronis might be having another round of Christmas pudding :) .
Of course a certain American Vice President of Support might have frozen himself out of his office with the cold snap that is going on in the northern hemisphere.
OK, here goes: TI True Image Home 2010, Build 6,053. When booting from rescue media, system will not see more than one partition on a two-or-more partition external USB drive. I made an image onto the 2nd partition of my drive (1st partition is almost full, with other images from older Acronis versions), Windows of course sees both partitions, but rescue media does not.
This complaint was sent to Acronis three times, twice via web form, once via email. It generated two auto-responses, but no actual response.
Tim Martyn