Acronis support stinks !!!!!!!!!!!!!!!!!!!!!!!!!!!!!

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I have been having a problem with Acronis True Image 2010 and I reported it to the Support Dept. They initiated case number 00422769, then the case number was changed to 00426740. In both cases, the issue was NOT RESOLVED and I was told to wait for an email which would guide me in further steps. I specifically mentioned that the 30 day support period was going to expire soon, but I was told not to worry, that this would not be a problem. Yesterday, I experienced once more the issue and today I decided to contact support again. Of course, as the 30 day period expired, I am not allowed to contact anyone via chat and my emails are not answered !!!! It is very easy to sell a software product, the real difference between a "software company" and a "bunch of amateurs" is the quality of the product and the quality of the service once the product is out. Your product is very good but your support policies STINK !!!!

sam 26/12/2009 - 15:20
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Hello Elias,

Thank you for posting, I will be happy to help.

Please accept our apologies for the inconvenience, we will do our best to prevent this from happening in the future. 

I have read the communication carefully. You don't need to edit the SnapAPI module manually, don't remove  tdrpm258.sys entry in the UpperFilters. To resolve the issue please do the following:

1) Please remove the previous SnapAPI installation by 'Programs & features' (Add or Remove programs).

2) Reboot the computer.

3) Download SnapAPI Build 503. Unpack it and install with Disabled logging.

4) Reboot the computer to complete the changes. The issue should be resolved, because this issue has been addressed in this build. 

If the issue remains, please provide us with the following information:

1) Download AcronisInfo 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) Please do the following under Windows environment in order to enable mini-dumps:

- Open "Start"; 
- Right click on "My Computer" and choose "Properties";
- Select "Advanced system settings" item;
- Go to "Advanced" tab;
- Go to "Startup and Recover" Settings;
- Choose "Small memory dump" in "Write debugging information" box;
- Close all the dialog windows by clicking OK buttons.
Now, please reproduce the system crash and send us the mini-dumps created. This will allow us to investigate the problem thoroughly.
Since you were unable to obtain the necessary support during the standard time frame, I will expand your support program for a month. 

Please let us know the results, we should be sure that the program runs flawless for you. If the provided information is not clear or if you have any other question do not hesitate to post them and we will be glad to answer.

Thank you.

lun 28/12/2009 - 07:24
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