Acronis Support ***
Yes I have to expose Acronis for not providing me any support at all. I am trialling Acronis Backup and Recovery 10 SBS for a client and have contacted support to extend the trial because 2 weeks are too short. I have been promised by the Australian sales team that they would fix it for us and still waiting after 4 days. Now the trial has expired, therefore no more backups. Also raised two simple questions in the forums and have received no answer after more than a week. This indicates Acronis support staff does not even read the messages to me. I am sorry but will not be recommending your products due to lack of customer services and a lot of non-delivered promises. I am seriously looking at Paragon now. Yu have lost a sale!
Purchased Acronis 2010 And did a backup of Win 7 Seemed to work ok
After installing more software I was unable to backup 2nd image. System would lockup. I Have no Ctr/Alt/Delete. I must do a hard reboot. When the Window error recovery appears I have no keyboard reponse and have to wait for timer (Cannot reboot in safe mode).
I have since installed your patch (Snap) and was able to do a image I also validate it and it was successful. I tried to do recovery and got failed to intialize computer.
I also downloaded the newest version. Is this fixable or shoud I get a refund
I thought I would try to reinstall Acronis 2010 again. I checked to make sure I had the newest version. Win 7 will not let me uninstall because the software is corrupt. I can't run the software and I can't unistall to reinstall. This version is very unstable. Please Help!
Please see older post
Hello Ken,
I'm sorry for the inconvenience you experienced. Let me assist you with this situation.
As far as I understand, you have tried to create a backup of your Windows 7 using Acronis True Image Home 2010, and then installed the patch from this article, which has resolved the initial issue. However, you weren't able to recover with message "Unable to initialise computer".
It can be resolved by following the instructions in this thread (check the last post from Oleg).
Regarding the current issue with product uninstallation: it appears that some files are corrupted and cannot be deleted by simple uninstallation procedure. Please perform manual uninstallation by running the installation file for the product, and then choose "Remove". The installation file is available here. To get access to updates you should first register Acronis software.
Additionally to this, you are welcome to ask me any other questions concerning Acronis, and I will assist you further.
Thank you.
I Have now given up on Acronis 2010 and moved over to Norton Ghost. I would like a contact e-mail or phone number so that I may get a refund. I have recently got laid off indefinetly and seeiing how I am not and cannot use the Acronis software wish to get a complete refund. Please respond to <e-mail address was removed by moderator due to security safety> asap. Thank You
Yes I have to expose Acronis for not providing me any support at all. I am trialling Acronis Backup and Recovery 10 SBS for a client and have contacted support to extend the trial because 2 weeks are too short. I have been promised by the Australian sales team that they would fix it for us and still waiting after 4 days. Now the trial has expired, therefore no more backups. Also raised two simple questions in the forums and have received no answer after more than a week. This indicates Acronis support staff does not even read the messages to me. I am sorry but will not be recommending your products due to lack of customer services and a lot of non-delivered promises. I am seriously looking at Paragon now. Yu have lost a sale!
Don't bother trying to extend your trial. Run away very fast. I'm in the process of requesting a refund for B&R 10 for SBS, and Exchange B&R for SBS. Both products have been very problematic. I should have tested them more before using them, but have always had great experience with Acronis Products.
As for support, forget it. I spent 24+ hours dealing with the most inept support people I have ever come across in my 15 years as IT professional. I repeatedly requested to be elevated to Tier 2 support and never was. I was promised immediate call backs that never came. My overall experience has been absolutely horrible. I'm not sure what happened to Acronis but they are no longer the company they used to be.
Take my advice, RUN don't walk away.
Please tell here about your process of requesting a refund.
Regarding to support I fully agree. The most of my problems were escalated to Tier 2 support. From there I never got an answer. All promises that Tier 2 support will be connected for a quick answer didn't help.
Either there is no Tier 2 support or they ignore all support requests!
I'm not sure my request will be approved but supposedly you can "Request" a refund within 30 days of purchase.
If you go to the website and begin the process of beginning a support ticket, there is a drop down menu that has the option request refund.
I'm pretty sure however that this only applies if you purchase directly from Acronis. I however am a reseller and I purchased from Tech Data. I have contacted my Tech Data rep and am hoping that she can help with the refund.
As for reselling Acronis products, well lets just say they have lost a partner for good. I will never resell or recommend any of their products to another client, and will be sure to share my experience with my peers in the IT service provider community.
Hell I even have about a dozen or so DVD's here of their Home 2010 product sill shrink wrapped. I'm just going to throw them in the trash and right them off. I couldn't in good conscience sell them to one of my clients, and I wouldn't even feel good about selling them on Ebay.
Hi Jason. Unfortunately you echo the sentiments of many resellers. It isn't just you :)
Hello all!
First of all thank you for all your comments and feedback - it is really important for us. I completely share your concern, and right now I'm going to forward your comments to our Management team so that they could be aware of the issue and find a solution for it. I regret to hear that you have faced this inconvenience with the product and support, and would like to provide you with all possible assistance, so should you have any further concerns - please, share them with me.
Ken, I will surely assist you with the refund, but I need some additional information:
currently I have requested the refund for the Acronis True Image Home 2010 Upgrade license - as far as only this one was found on your account. So I would appreciate if you could kindly specify me via PM whether there is any other license purchased and not registered that you would like to return!
Thank you in advance for cooperation.
Dear Jason and Peter, it is highly upsetting to hear that you faced these issues with support, and I would appreciate if you could specify me the case number and - if possible - the names of the support persons you were working with via PM. I would like to notify the management team about it and would appreciate any information regarding the issue.
Peter, thank you for your question. The return policy of Acronis company guarantees the refund in the following cases:
- 30 days after purchase
- if the technical issue you are experiencing cannot be resolved
All refund requests for corporate customers are escalated to the Sales Experts, home products can be refunded by the First level Support. Also please note that we can refund directly only the products purchased from our Online Store (from the website) or from our Sales department. All the purchases made through resellers should be refunded through them.
And should you have any emergency or difficulties with obtaining your money back - just let us know, we will definitely help you.
In order to obtain the refund you need to submit the request starting from here or contact any forum moderator through PM.
I would like to thank you all again for your feedback and comments, be sure they will be forwarded right now to the management team. I would appreciate if you could let me know your main concerns here or via PM so that I could forward them as well.
Should you have any further questions or concerns - please do not hesitate to share them with us, we will be glad to help and do our best to resolve all of them.
Thank you!
I have been contacted by e-mail requesting my home telephone number. I sent a reply back and was contacted by phone within a week. The person wanted to troubleshoot but the program was uninstalled. I told him my full story and request a refund. He then sent me e-mail with reference number about my refund. That same day I was refunded the full amount into my Paypal account.
It took some time, but Acronis did not rip me off. I later recieved another letter requesting to respond when I got my refund, and they were going to follow up a week later if I didn't respond with a resolved reply. The next day I recieved another letter. Thanking me with apologies and a notification that the problems has been fixed. I Had used Aconis for years in the past and really like it. The Aconis 2010 I think it was much easier and had more features except it kept crashing (So sad). I have Norton and its ok. I will miss Acronis.
Acronis Backup and security has great potential...unfortunately I too have had the misfortune to be victim to the Support team...no one could have higher opinion of them than I at the moment.
Since February I have been trying to get "Support" and advice. To begin I tried the online helper...it took 90 minutes to establish what I had and who I was....nonstop delays of "be back in 4 minutes" they said they would continue via email...nothing heard....I gave up and posted a question to the online support. I had a total of 6 very polite “Support Professionals" each of whom independently stated "they would take total ownership of my problem" and give me "total satisfaction" . Multiple emails later had me waste several nights unloading the product and downloading the installation files, which I think were no different to the originals; and running them; All still with the same problem....I thought I had hit gold when one deviated from this and suggested I run a cleaning routine from the Acronis web site first....I did and a command dos window appeared doing its stuff. Asked me to reboot and my machine, I did and it failed every time...some of the boot files had been deleted and since it was shop supplied I did not have any boot or install disks...to get working access back to my machine again quickly I had to pay an IT professional to reinstall everything missing in the boot file. I know all the words, possibly use them out of context, I am not brilliant with computers hence the cry for help. Thus my opinion so far of the first level of support is severely compromised...I have asked to be escalated to a level of competence that will not see my PC unusable and perhaps my problems fixed. So far all I have heard from them all are requests to reply my problem is now resolved...I am not even bothering to reply and hope I can get some satisfaction here. It is small consolation I am not the only one to experience this...reading numerous other postings across this forum the reputation of support is not good...verging on abysmal. The number of complaints would have one think this is a Beta trial...I assume it should be fully working and tested or is the cheap starter price to get guinea pigs like myself to find all the glitches?
Now a little about my problem(s);
I already owned ATI2009 and had upgraded this free to 2010.
I answered the email advert received in February; Full version "Acronis Backup and Security 2010. Upgrade now for just £14.95 One year's subscription for up to 3 PCs"
References ******42 18 February 2010.
Operating system in Vista Home Basic
My request for support;
During all re-installations I am not prompted for the 64 bit registration.
The program tells me it is licensed for the next 257 days.
When I look for the registration number, it’s not there and asks for its entry...I try to enter the 64 bit code you gave me...it refuses it as invalid.
Scheduled scanning...In ABS2010-Antivirus-virus scan-Right click "run scan"-schedule-scheduler;
When I set this up with daily time and "apply" start settings the screen remains on after I click "OK". I have to "cancel" close the window, but a grey clock has appeared beside the "deep scan" list. ...no scan starts at the time I have set and when I go back to check scheduled scanning settings, they delete when I open them and the grey clock icon disappears.
Another query that has come to me...why the large number of skipped files when AV scan is done...some of these are Acronis TIB files...as much as 27% of files are skipped with no AV check...this does not fill me with confidence...Why so many?
I am sure there will be more problems and I would like to have the confidence to know I am dealing with people who understand and can home in on the problem. My feeling at the moment is I am kept hanging on till the money back period has passed...this will not happen. I live in hope my confidence in support be reaffirmed for what I said at the beginning “seems” a product with good potential.
Andy,
You might want to remove your invoice number from public view.
I'm pretty sure your problem(s) are due to installing over the top of 2009, however that is now in the past.
Did you uninstall or disable your previous AV and Firewall and other spamming utilities if installed before installing ASB 2010?
Do you know if you used the 2010 cleanup utility from Acronis, the ones for 2009 and prior won't clean the registry entries correctly. As you saw a command box, I assume you had to download and install two Microsoft uninstall programs (DevCon and MSIZap).
Here is a link just in case you didn't have the correct version.
http://kb.acronis.com/content/7533
I think your best hope of getting things sorted out, is to uninstall ABS2010, run the cleaners again, then open up registry and run 3 searches. One for anything Acronis, One for SNAPMAN.sys (warning, check the knowledge base for the right file name to delete if still in registry).
Make sure your Windows temp folder is empty or as empty as Windows will allow you to make it - in Vista this will live in C:\Users\YOUR_USER_NAME\AppData\Local. Shutdown PC (not reboot), Start PC, then install ABS2010 if it still doesn't ask for your licence number, then something still isn't right.
Many thanks for these advices Colin. All a bit daunting to this old chap but I shall follow as time permits.
Might I please also ask, I am not entirely familiar with "Forum" chats and find myself questioning everything now after experience with Support..is this the "official" reply from Acronis or are they still in the bunkers? Not doubting the expertise or accuracy of your reply but are you "on the payroll" or a commendable well intentioned and helpful user?
"on the payroll" or a commendable well intentioned and helpful user?
The latter, as are all the MVP people.
Of course 'helpful' your mileage may vary! :)
Thanks again. Unfortunately I am now having problems with legitimate outgoing outlook email being blocked " 550 Authentication turned on in your email client." ....I have to assume its Acronis again...this is the straw to break the camels back. I shall just remove it all from my system or use my old true image cd to load a previous non acronis PC image...the time this uses up is no longer worth it...and I have just had another email asking me to reply resolved...no doubt in the absence of my reply it will considered a sucess...
Now to put the crown topper on things one of the three programs, 7 days old on my sons machine is declaring its expired...he cannot update or run a virus scan...what have we done to deserve this? Do the Acronis team read these posts...are they really bothered?
I don't have answer for your latest problem. I've run the trial standalone security suite - which ran for the 30 days as promised on W7 Ult 64 bit.
I'm just about to try it on XP pro 32 bit.
Is your son's version a trial or the full caboodle?
Are there any programs installed that can either change the date or time (are you having a Summer Time change this weekend?) ?
Does he have any software that node locks itself on installation?
Has the network card been changed within th elast 3 days (don't see why this would matter as this software doesn't lock itself to MAC addresses) ?
Have you had any problems registering the serial number in your Acronis account? Just wondering if you've managed to get an 'iffy' serial number sent to you (That has happened before).
Sons version is the same as mine. It was the £14 odd upgrade to ATI 2009 which had been upgraded to 2010. I was advised this one licence will work on 3 machines.
I had been hoping a senior acronis person may have intervened to get the support staff away off their scripts and start dealing real solutions...as has happened elsewhere on the forum...but I do not think this is going to happen here somehow...I certainly have no confidence in the multiple the shower that I have contacted so far in support...again a common theme in these forum posts but not addressed while the numbers game still has people buying the product ...taken to its logical conclusion Acronis reputation will fall as will eventually sales.
My son has been upgrading to Vista Premium...but all these problems you mention should have been thought out before release, that people do not have these multitude of problems that seem to span across this forum in huge numbers
Of course you're in the UK so BST hasn't kicked in yet, I'm a week previous.
It can take Acronis a few days to look at the threads.
You could PM one of the Acronis people here - Dmitry, Oleg, Ilyana directly and see if they can help.
I thought to give support one last chance to redeem themselves in my email reply to their umteenth request that I tell them "resolved";
"I have already told you, and others that your suggestions did NOT RESOLVE my problems. You have made no further suggestion, other than for me to ask me to report this RESOLVED??? Until I hear a positive direction from you that does not have me reinstalling again, cleaning my register that rendered my computer unusable and needed a paid processional to restore...until such time I shall soon be un installing your product. It is costing me too much time and trouble...I have lost confidence in you and your product...my door is open should you wish to be pro active in restoring confidence, otherwise I shall un install and ask for my money back.
As a note of interest I have started to have legitimate outgoing emails blocked and my Son reports that on his machine it is declaring time expired after only 7 days!"
Well, guess what...Acronis blocked the outgoing email!
"Your message did not reach some or all of the intended recipients.
Subject: RE: Acronis Support Case 00532735 [ref:00D3Zcb.50058Zt6f:ref]
Sent: 14/03/2010 22:57
The following recipient(s) cannot be reached:
'Ashish Jaiswal' on 14/03/2010 22:57
550 Authentication turned on in your email client."
I have unintalled the product...I might say that I still have an open door to effective suggestion from Acronis should any of them read this...thanks to their product I cannot even communicate to them by email...otherwise I am going to just forget the product now and for the future and request money back (I expect that will be an uphill struggle too).
I am just hoping that the ATI product bought and paid for independently before is restored as well and does not now need annual subscription...with experience so far I would not put anything beyond these guys!
Hello all,
Let me assist you with this situation.
Andy, the issue is not clear for us and I need some additional information from you in order to get this case escalated to Experts Team:
1. Acronis Info Tool output:
- Download the file;
- Run the downloaded file
The gathered information will be put in adv_report.zip in the same folder, where the AcronisInfo was saved.
Running AcronisInfo may take up to 5 minutes.
2. PCAP logs according to this article.
Then please respond with this information to the last e-mail you got from our SP via e-mail, we will check your case.
Also, please be sure that I will report such incompetence to our forum Manager - Andrey, so we will take care of this situation and contact the support professional you dealt with in order to resolve this situation.
I'm sorry for the inconvenience, please let us know when you send the information.
Best regards,
Hello Andy,
Please accept my apologies for all the troubles you had to go through.
I have reviewed your case in our tracking system and reported it to Senior Management in Support.
I will follow up with you via PM to set up a call with you. Meanwhile please collect the diagnostic information Alex requested and send it as a response to your open case. This will help to expedite issue resolution.
Thanks,
Andrey.
What diadnostic with alex information? First I have heard of this?
What diadnostic with alex information? First I have heard of this?
Sorry... just seen it on the forum
What diadnostic with alex information? First I have heard of this?
Sorry... just seen it on the forum...I take it the fact I have removed acronis and replaced with f-secure will make no difference?
Hi Andy,
Since you are no longer using Acronis product on your computer - diagnostic information will hardly tell us anything as we need to see software behavior on your machine and identify the problem.
Let's continue our communication in private and figure out our next steps.
Thanks,
Andrey.
[1] I have problems in registration. I have a serial number consisting of 8 alpha-numeric group of eight. the total of 64. I simply have been unsuccessful. It is difficult to get in contact with Acronis
[2] When the product does get registered another question arises? When doing a complete image of my "C" drive to an external drive. Can I put another image of another computer onto the same external drive with no conflict?? Hopefully I can have two different image backup onto the same external hard drive.
Any suggestions is most welcomed and thank you
Bruce,
You can store another PC's image on to the same drive as another, just make sure they have different names. The database for file recognition is part of the task, so each time the task is run the next slice name is put into the task script.
Make sure that you create two separate tasks if you are using one PC to image another.
As for your first problem, what is the error message you get when you try to register your serial number?
Is this when entering the SN into TI, or when entering it to your Acronis account?