serial number stopped working - ticket 04365524 - no response w/in promised timeframe
The license I purchased three months ago has stopped working.
I purchased a 5-PC, one-year license for Acronis True Image 2020 on January 9, 2020.
On April 6, 2020, I opened up the software to check the status of my backups. The software said that I was using a trial version.
I tried to log in to my Acronis account to find my serial number, but my account, apparently, had been deleted.
I contacted Acronis support via chat on April 7, 2020. I was promised a response with 24 hours. I did not receive any response. I contacted Acronis support again on April 8, 2020, after 24 hours had passed. The technician with whom I chatted on April 8 was similarly unempowered to solve my problem.
Since the serial number and invoice were provided through Cleverbridge, I sent an inquiry to Cleverbridge. Cleverbridge responded with a highly offensive email which suggested that I was confusing the number zero with the letter O, and suggesting that I look at the Wikipedia article for cut-and-paste.
To support my position, I am attaching the following material:
- A screen shot of the email from Acronis / Cleverbridge showing the date of purchase and confirmation my PayPal payment was received.
- A screen shot of the PDF invoice provided by Cleverbridge.
- A screen shot saying that my trial has expired.
- A screen shot showing the serial is bad.
- An insulting email from Cleverbridge.
- A transcript of the chat session with the support technician.
Hello Rick,
Please, check the email you used for purchasing Acronis True Image subscription.
You can log in to account.acronis.com with it to get your valid serial number. I pinged support to update you ASAP.
Renata Gubaydullina wrote:Hello Rick,
Please, check the email you used for purchasing Acronis True Image subscription.
You can log in to account.acronis.com with it to get your valid serial number. I pinged support to update you ASAP.
Renata,
Thank you for your response.
I have received no communication recently on the account I used when purchasing the Acronis subscription.
I deduce that my account has been deleted, because when I request a password reset, I never receive an email.
Nevertheless, I recreated an account, using the selfsame email address I used when purchasing the subscription.
When I attempt to add the serial number to the newly created account (under the same email I used when purchasing) I get an error saying, "Serial Number is not supported."
Please see the attached screen shots.
It seems to me that the technical support people are doing their best to help me but the gods who are empowered to work with accounts and serial numbers are not responding to the support staff's inquiries on my behalf.
I have found a fax number for Acronis' U.S. office. I think I'll try sending a fax to that number with copies of everything.
Rick B.
Since 24 hours have passed since I last spoke to support, I contacted support again.
This evening, when I chatted with support, the technician had more information, but it was not good news. Per the "management team" I had deleted the account on April 7. But I started having problems on April 6! The technician said I would have to purchase a new license. This is unacceptable.
Please see the attached screen shot.
Perhaps I'll post all this on my social media accounts.
Rick, I hope you are able to get this worked out. An account is one thing, a license is another thing. Regardless of the account, if you have a one year license from January 9th, and it was registered as starting on that date, you should be able to use the license until next January.
Hopefully Renata can work this out. Keep us posted.
BrunoC wrote:Rick, I hope you are able to get this worked out. An account is one thing, a license is another thing. Regardless of the account, if you have a one year license from January 9th, and it was registered as starting on that date, you should be able to use the license until next January.
Hopefully Renata can work this out. Keep us posted.
Ah yes! You're exactly right. Regardless of whether the account exists the software should continue to work for the timeframe for which I purchased a license.
Since the software apparently verifies the license regularly with Acronis, this brings to mind a potential problem. What if the computer is being used at a spot where there's no Internet access, such as a ship or oil platform?
Rick,
I suggest you also work this issue from the PayPal end. Additionally, if you used a credit card to purchase the software via PayPal, then pursue it with the credit card company and/or bank as well.
Update: 15 April 2020
On Thursday, April 9 I sent a fax to Acronis' Boston office. In the fax I wrote a description of my problem, and I provided copies of my invoice, serial number, and support ticket number. I have received no communication in response to my fax.
I have been communicating with Acronis through Twitter. On April 10, I got a response saying, "We have found your case: it is open and being worked on." As of close of business on April 15, I have heard nothing from Acronis. Whoever operates Acronis' Twitter account is unempowered to solve my problem. Please see the attached screen shot.
I have uninstalled Acronis True Image and I have installed a competing product on my PC.
I completed a backup and restore cycle using the new software, so I know it is working.
The Acronis software is excellent, however the support is .... well, I'll let you judge the quality of the support. Acronis' position is inflexible and punitive. As a critical piece of software, I cannot risk the integrity of my data to Acronis.
After I post this message, I will go to PayPal and do as Pheckphul suggests.
PayPal dispute has been filed. Please see attached screen shot.
I requested a refund of 75% of the purchase price, because the software only worked for 25% of the contracted time.
Status update:
I have received a FULL refund from Acronis / Cleverbridge, even though I only asked for a 75% refund.
So, it appears that Pheckphul's suggestion was the most effective at reaching an acceptable solution.
I will mark this post as the solution, with the solution being: "install a competing product and seek a refund."
