Any way to report bugs?
I'm having a 100% reproducible BSOD system crash when starting Try & Decide. I'd like to report this as a bug and provide a system audit log, but Acronis seems to have limited all channels of communication to those who pay extra for the privilege.
Is there no way to report bugs?
Thank you.
Acronis has stated they will refund any fees if the ticket is not support related.
Do you have documentation for this? I went ahead and paid the $10, only to be told by an Acronis rep that they would not refund the fee unless the bug could be reproduced and diagnosed by Acronis. I'm pretty peeved at this point, since I've now spent $10 and an hour and a half trying to do a good deed for Acronis and for other TIH users, only to be slapped in the face.
It's all over in the forums - stated by other users as well as employees. The problem is, the statement is very subjective... I mean, who's to decide whether a reported item is a bug? And I've never read it stated that they wouldn't refund if a bug can't be reproduced. But it's for very reasons such as this I wasn't ever willing to pay 'em up front to report problems with their software. Ridiculous... :( I'd reverse payment with the credit card.
Garth, what about the Feedback form at http://www.acronis.com/support/feedback.html
Hello everyone,
Thank you for your comments and your help.
Garth, please take a look at this post written by Ed Benack, our Support Director, it will answer your question about PPI refunds if it turns out to be a known issue.
I found your case in our system and if you have additional questions about it please let us know.
Thank you.
Thanks for the response, Anton. Mr. Benack says essentially the same thing you do: the support fee is refundable if an issue turns out to be a known issue. In other words, you can receive a refund for a useless (to Acronis) bug report about an issue Acronis is already aware of, but there is apparently no defined channel for submitting new bugs. I assume that if an issue eventually gets to engineering and is properly diagnosed and patched, the support request is theoretically eligible for a refund. But that's usually a time horizon of at least several months.
The defining characteristic of a "bug report" is not that Acronis is already aware of a problem. It's that the bug reporter is not expecting to receive support or an immediate resolution of their issue.
In this particular case, activating one particular feature of TIH2012 consistently causes a kernel panic. Clearly, this is not an issue of me not having read the manual or of having misunderstood how TIH is supposed to function. That's not to say that it's necessarily a problem in TIH. It could be a Microsoft issue. It could be something unusual with the formatting of the disk. It could be interference caused by some other piece of software.
Nevertheless, a problem of this magnitude that is so clearly associated with TIH absolutely requires engineering investigation on the part of Acronis. And by that I don't mean "you need to fix my problem right now!". I mean that if you had any interest in maintaining the integrity of your software, you would certainly want to rule out any possibility of error on Acronis's part given the negative impression that an error of this magnitude creates.
But evidently, that is not the case.
Garth, what about the Feedback form at http://www.acronis.com/support/feedback.html
Thanks Les, I hadn't seen that. Unfortunately, it doesn't allow attachments, so it's not very useful for bug reports.