Cont e:mail and Chat
I've been trying for the past 5 hours to contact Acronis e:mail or Chat with no luck. (See attached zip file with two .PNGs).
I can't get off the ground with the problem that's holding me up.
Can someone make a suggestion?
Cheers,
Chris
Hi Pat L, thanks for your reply.
As stated in my post I'd really like to contact Acronis Chat or e:mail. Perhaps today, I'll be able to make connect.
Beyond that my "Problem" is part technical and part commercial. No doubt this forum can address the technical issues, but probably not the commercial? But let's give it a try;
1) Down loaded Acronis to help with the installation of three Seagate 3T, and image the OS when completed.
2) Received a "trial" SN and registered my TIH2012.
3) Liked the program (don't we all) and it had good reviews.
4) So when I was given the opportunity to upgrade to the "Full" version for $29.00, I took it.
5) Receive a "Full" SN.
6) Attempted the "upgrade" entering both the "Full" SN and the "trial" SN.
7) I am told that; "The Serial Number is Incorrect."
8) Read through this Forum / Useful Links, and find some confusing information and old posts addressing a "simular" issue for TIH2010, but nothing "current" and no answer to both sides of my equation (technical and commercial).
9) Ah-ha, they are still manning customer service on the east coast, I'll Chat.
10) No, that doesn't work, let's e:mail them.
11) No, that doesn't work either.
12) Can I get around the "contact" issue? Let's try the Forum.
13) By this time I've shot the better part of the afternoon and evening. Still where I was at noon yesterday.
I've attached the string of e:mails and screen shots of my journey.
Can you help me?
Chris
Chris, you are trying to use the trial serial number for 2012 that you received when you signed up for the trial. The software will not accept a serial number from a trial to perform an upgrade. It has to be a serial number from a previous version of Acronis True Image Home , 2011 or before.
You would need to purchase the full version of the software if you don't own any previous versions. If there was an error on the part of Acronis when generating the serial number for you, then you will still need to contact Acronis support to get this issue resolved. Are you sure that the email you were sent was an offer to upgrade the trial, or was it a generic email sent out by Acronis marketing to entice users of older software to upgrade their previous verision. This seems to be an issue releating to the clarity (or lack of) information contained in the marketing email.
James is right. You have purchased an upgrade version, you should have purchased the full version. To solve this, you will need to contact Acronis, you are right.
You might want to get your money back on your purchase and then purchase the right product SKU.
Hello Everyone,
Thank you very much for your posts and I appreciate your efforts with helping Chris.
Chris, I removed your last attachment from the forum post because it contained your serial number information.
I found your case in our system, # 01660784 and our Support professional sent you an e-mail regarding the issue with Online backup. It appears that you are using the trial version of Acronis Online Backup, currently it says the following - Subscription fee: free
As for the installation issue, James and Pat are absolutely right, when installing the program with the upgrade serial number, it verifies that you own a previous version. I will update the case so that our Support professional assists you with that too.
Please let us know if you need additional help.
Thank you.