No Refund - WHY NOT ?? Case #01397696
I filled out the Refund form 20 days after my purchase and listed the problems. I had the latest Build of TI 2012 installed on XP and could not use Windows Explorer Search properly. I heard nothing. Finally I posted here that I could not get a Refund.
Then I received an email from Varun *** in late November and then from Amit ***** in early December (last names omitted for privacy) of Acronis and he started Case #01397696. He asked for the details. I told him the main problem which is a "Search" issue with XP, where as soon as TI 2012 is installed the Windows Explorer Search locks up the machine for about 20 to 30 secs before the Search window finally pops up.
No Refund was granted at the time. Instead he directed me to download the "SNAP API Deploy 4" drivers to see if that would fix the problem. OK fine, although I did not follow why Actually, why SNAP API Deploy would fix an Explorer Search Problem. But I went ahead and uninstalled 2010, reinstalled 2012, downloaded the SNAP API drivers and installed them. Then rebooted. SAME PROBLEM - Search took 20-30 secs to open and the computer froze during this time.
I emailed him back that the "fix" did not work and again asked about my Refund.
Since then I have not heard anything back.
STILL NO REFUND ! !
I have been a loyal Customer. I bought and PAID for Acronis 2009, 2010, and 2012. I now have a problem that I have replicated on 2 of my Computers. So Why is Acronis not honoring their Refund Policy for v2012 ?
I have reinstalled WinXP twice to see if it was XP causing the issue. I have uninstalled 2012 and reinstalled 2010 several times. I have installed SNAP API Deploy and retest again to no avail.
I will not install or use 2012 again after wasting so much time and energy on it.
So why not refund my money ?
If anyone at Acronis sees this message - please Refund my purchase. I have been asking for 3 months.
I don't wanna run any more tests or Download any more software - please, just the Refund.
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A charge back from your credit card will get their attention in short order. CC companies do not care about bunk fixes and endless excuses. The software is not fit for purpose and you have documentation. By-pass "support" and take it to your CC company.
==> A charge back from your credit card will get their attention in short order
completely agree. that is the way i went when cs blew me off.
Hi Ken and hhansard,
Thank you for your comments, and for bringing this to our attention.
Ken, I'm sorry for the inconvenience you've faced with support. It's an obligatory for the Support Person to offer you technical assistance, but after the confirmation of the intention to refund the product we proceed with returning the money - it's a rule. And normally such situations doesn't occur. Rest assured we have forwarded the information about your case to the management team, they will investigate the situation.
Meanwhile I have already requested the refund for your license, please find the details in the e-mail I've sent you.
Should you need anything else or have any further questions - feel free to contact us at your earliest convenience, we will be happy to help you!
Thank you.
Thank you Yana. The Refund was processed by Cleverbridge.
I posted the emails as a last resort, not realizing that was not allowed.
I would like to be able to run Acronis and have it delete previous backups (which 2010 will not do with full drive backups - it does delete previous backups of specific folders). Sadly, 2012 did not work for me because of the Search issue so I am running manual backups with 2010.
Any time, Ken. Don't worry about the violation, can happen to everyone, that's why we usually notify first couple of times.
Thank you for updating me regarding the refund process.
I'm really sorry for Acronis True Image Home 2012 didn't work well for you. Unfortunately Acronis True Image Home 2010 is a very outdated version, and it's no longer supported. Let me get in touch with you via e-mail for further discussion on what can be done in this situation, I do hope we will make it work for you.
Thank you for cooperation.