Does Acronis really want to be in the business of selling software?

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I'm part time employed at the moment and computers are a hobby of mine. It's a little sad that Acronis has become a dominant "hobby" as I seek to learn how documented features really work, undocumented features work/interfere and how to work around the limitations of bugs or features to perform fairly mainstream functions.
The ONLY saving grace in this entire situation is the MVP community.
Tech support has been polite and very helpful regarding my requested licencing changes (I asked to drop from 2016 back to 2014 which I at least knew how to work around issues with), however it is your volunteer community that keeps this company above water.
Gaider, if you lose your MVP's, or your product moves beyond the instruction of their guides - then Acronis is surely in strife. At least in regard to the home/small business market.
If this is a time where you are reinvesting resources and forming new focus, perhaps a specific, directed feedback period would be warranted? Build full, discussed feedback and solutions etc with the communities input (I'm guessing this is occuring with the MVP's?). Not sure how you could do this without it becoming adiffcult to follow puzzle of a thread though :).
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Just a heads up to the cloud users,
I attached a screenshot of the email I got this morning.
No prior notifications, no warning my files would be deleted because auto renew wasn't enabled, just this email. I did note request my files be deleted. I don't know if there are in-app notifications or not because I don't have Acronis running any longer.
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danfilipi wrote:No prior notifications, no warning my files would be deleted because auto renew wasn't enabled, just this email. I never requested my files be deleted.
When I first bought Acronis 2016, it automatically signed me up to a cloud account even though I had never requested it, and I couldn't find a way to delete it.
After getting a refund on Acronis 2016, I guess it still had my cloud account because about a month later I got the same email as you, thankfully I had never used it so nothing was lost.
To be honest, it did say it was only a free 30 day cloud account when I first installed 2016.
There are so many things wrong with this company I'm amazed it's still as popular as it appears to be.
This is the ONLY forum I visit that requests a CAPTCHA code, how archaic.
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Bobbo_3C0X1 wrote:
Adam Williams wrote:All this talk from the "General Manager" on this thread, but as far as I know, no software updates since build 6027 which I believe was released in December last year?
So unfortunately as far as I'm concerned, I am still paying money to a company who refuses to provide any direct support to its paying customers (i.e. no support tickets) and instead forces them to log issues on this spam-ridden forum, or to submit a feedback form via the app, all of which gets completely ignored.
Sadly I have realised how stupid that makes me and will not be renewing when the time comes, as I refuse to pay to be treated with utter contempt.
Bye.
Yes, the last update was about 3 months ago. We don't know when Acronis updates are scheduled/planned as were users just like you. Howeer, they usually come about quarterly so we should see one at the end of this month or next (most likely). Quarterly updates have been pretty standard for ATIH throughout all releases so this come at now suprise. We may start seeing them more often, but that's Acronis call.
Can i ask just what you mean with the comment you made about "BYE"
It look to me your are saying if you dont like what we say then clear off we dont need people like you complaning on this forum
If thats true with MVP with an attitude like that no wounder problems dont get sorted out, you need to remember theses people have paid good money only to be faced with problem after problem
If you did not mean it in that context then i apologize but it is not nice
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Well, the problem is very apparent... thus, it is why I chose to formally request a refund on day one of using the product (yesterday). Massive timeouts connecting to the cloud panel... to simply navigate my synced directories as well as my backups is not just a chore, it's close to impossible. Looks like the delivery of their servers is met with either too much load - or they are improperly configured, be it the webservers themselves or their load balancers. This is a problem that they should be addressing (almost immediately one would think). As a Sys Admin myself, it is a mystery as to why these issues are present in a supposed complete deliverable boasting the title 'Cloud Storage'.
As a -backup in the cloud- provider, redundancy is of top priority... I cannot possibly trust my data on a system that cannot maintain uptime of their own infrastructure. I'm even wondering if they are simply provisioned a slice in the Level 3 Cloud Content Exchange as a "typical user" or if they have a partnership.. and if they do, I cannot find it. So basically, it seems like none of this infra is their own.. it's just borrowed (which again, worries me in regards to stashing data on their servers). I guess this doesn't help my statement either as I am completely biased, in regards to thinking that Level 3 is total PITA/POS.
I work remotely for all of my clients, thus I am not simply trying to backup video games, pictures, or my music and movies... I am trying to backup business critical data that must be readily accessible in the instance I have any issues on my local computer. Day one presented problems... of these problems, the most abundantly clear and worrisome issue was that it seems like Acronis is being supported by it's user-base. Other than the GM post, I have not seen any actual support techs under the employ of Acronis submit any responses to these critical complaints. None of what is posted herein seems to be of malicious intent... it is honest user feedback that is going ignored.
It's great to have users supporting users... but it is a massive caveat in the actual trust that one can give a company; especially with data (and sometimes sensitive). I DO NOT want to be supported and have my questions answered by those that are simply loyal to a brand and build their foundation for answers/responses merely on guess work and past version experiences.
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mgrobins wrote:I wish you success in your role of making this a great product again.
Thank you very much for your kind words of support. There is a large team of people working on building the better product. We have made a lot of changes, and I hope you will see them coming in the future releases starting this year. The product is quite sophisticated, and it takes a great deal of time to implement requested changes.
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JMatthews wrote:.... I'm even wondering if they are simply provisioned a slice in the Level 3 Cloud Content Exchange as a "typical user" or if they have a partnership.. and if they do, I cannot find it. So basically, it seems like none of this infra is their own.. it's just borrowed (which again, worries me in regards to stashing data on their servers).....
You're not the only one thinking this.....do a reverse I.P search. Made me wonder the same thing.
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Thank you for an important suggestion. We have an FAQ section about Cloud backup but only at Acronis Backup to Cloud page (http://www.acronis.com/en-us/cloud/backup/#section_frequently-asked-que…) - and we should have it on our Acronis True Image product pages.
As for the forums - they were initially intended to be 'user forums' with Acronis support working through support system with customers requesting help directly from Acronis. I am working on getting support team to be more visible in user forums as well.
Sorry for the bad experience - we are working to improve it for all of our users. Improvements take time, but we are confident we will make the product much better, as well as the quality of support. I hope we will have a chance to satisfy your backup needs.
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gaidar wrote:Thank you for an important suggestion. We have an FAQ section about Cloud backup but only at Acronis Backup to Cloud page (http://www.acronis.com/en-us/cloud/backup/#section_frequently-asked-que…) - and we should have it on our Acronis True Image product pages.
As for the forums - they were initially intended to be 'user forums' with Acronis support working through support system with customers requesting help directly from Acronis. I am working on getting support team to be more visible in user forums as well.
Sorry for the bad experience - we are working to improve it for all of our users. Improvements take time, but we are confident we will make the product much better, as well as the quality of support. I hope we will have a chance to satisfy your backup needs.
Understandable, improvements do take time... however; I don't think time is on your side when people at the present moment with the level of delivery you have with your Cloud Backup, cannot use the system as it is intended without being faced with major frustrations. It's not a question support can answer, it is only something you can assign them to fix and as critical priority.
I would had stuck around for a very long time, had not encountered these issues right out of the gates. Please keep in mind, this is just me giving feedback since your eyes are available.
I wish you the best in your ventures and can only hope the product and the platform it is developed on improve... soon.
PS: As a sample of what I am implying... review this case here:
http://www.acronis.com/en-us/cloud/backup/#section_frequently-asked-que…
Go to the faq accordian labeled "Is my Internet connection sufficient?"
What do you see?
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I'm not a shill for Acronis but I do want to point out that forums and social media tend to generate an aspet of confirmation bias and promote greater extremism in beliefs through 'solidarity' toward ideas.
In the context of Acronis you have a mainly positive/polite forum (c.f with the usual sledging and childish entitled crap on most forums today) but it is still a place people come to seek help or complain because they are having issues.
Rarely is input present from people who have installed the product and have it working as they need. Of course the other unknown quantity is those who post on other forums with issues, or simply do not make the effort to seek assistance here in regard to program bugs/issues.
My point is, we can only weigh our own experiences and should be cautious labelling the product a grand failure on that basis and this forum alone. Perhaps Acronis would like to publish some more data on their cloud uptake though to assist people in having confidence re data security, reliability and ownership :).
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gaidar wrote:Gifford,
Sorry to learn about your problems. Development team is looking into it and will make sure those are resolved in the next update.
Gaidar
Absolutely ridiculous. This 'development team' is the whole reason for all the problems we see. If you were serious about your job and future your first move would have been to fire them all and get a competent team rebuilding ATI from scratch.
That said Acronis lost me also years ago to Macr.... I just come here to enjoy this comedy horror show from time to time...
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I'm not sure if these links will work but the customer comments make interesting reading. If they don't, then just do a general search on the Amazon site.
http://www.amazon.co.uk/Acronis-True-Image-2016-English/dp/B013DD3VO2/r…
http://www.amazon.co.uk/ss/customer-reviews/B013DD3VO2/ref=acr_search_s…
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Amazon is a good site for reviews I agree. Especially for high volume products.
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Hello all,
First of all let me thank you for all your honest feedbacks. We really appreciate it, because constructive feedbacks help us to improve the quality of our products and provided service. However I see, that from a certain point this thread has become somewhat adverse and may create a hostile atmosphere for any of your fellow forum users and participants. I suggest, that we stop this discussion and if you have some constructive suggestions, wishes or critical feedbacks, please start a separate thread for your issue or contact me directly in PM. Besides, Acronis True Image 2016 contains special feature for sharing feedback.
Thank you,
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