30-Day Free After Sales Support

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If Acronis fails to offer the 30-day after sales support - would that constitute a breach of contract?

There by allowing the customer to return the product (online or retail) after the 30-days (within a reasonable period) since the customer tried in good faith to resolve the product issue with Acronis (support).

Additionally, the customer should not have to go to extraordinary measures to get the support needed. Acronis may be a tech savvy company (some may differ with that statement), however they fail on the customer service level -- how many other people, not responding to the forums are having issues.

I am considering contacting Acronis corporate about their (support) failure to communicate.

sam 16/01/2010 - 01:34
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My 30 days of free support ends in two days. My support ticket has received no attention in 3 weeks. Acronis is a fraud.

sam 16/01/2010 - 02:47
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Hello Stevenjb and Marc,

Please accept our profound apologies for the delays with the response, we'll do our best to prevent such situations from happening in the future.

Stevenjb, I have contacted the responsible manager, and your case will be handled as soon as possible.

Marc, as I can see all your cases are being handled by our support reps.

Once again, we are really sorry for the delays and for the inconvenience caused by this fact.

We are always at your service.

Thank you.

jeu 28/01/2010 - 10:11
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Ilya wrote:

Marc, as I can see all your cases are being handled by our support reps.

It was not at the time I wrote that. And I just now received an email claiming that information was asked from me and that you have yet to receive a reply. I replied days ago. I did send a reply and now I'm told that I did not reply.

jeu 28/01/2010 - 11:20
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Ilya wrote:

Hello Stevenjb and Marc,

Please accept our profound apologies for the delays with the response, we'll do our best to prevent such situations from happening in the future.

Stevenjb, I have contacted the responsible manager, and your case will be handled as soon as possible.

Marc, as I can see all your cases are being handled by our support reps.

Once again, we are really sorry for the delays and for the inconvenience caused by this fact.

We are always at your service.

Thank you.

It was interesting - Acronis replied at the "exact" end of the 30-day support period (very last day). You think Acronis would offer another 30 support period as a good faith gesture in their product.

This fix they "offered" I discovered myself - however they want me to go through a "complete" uninstall - reinstall then use the "fix" - this is silly. However - I guess for legality - they can say they responded.

PS: they did not read my original support request - I already have the download installed (as stated in my support issue) that they are trying to get me to install - again. Their support email must have been a generic form letter.

ven 29/01/2010 - 06:15