non-existant support?
having alot of problems with AITH12.
support never answers the chat request, ive waited over 30minutes so far and got hung up on after 15 on attempt 1.
"cannot assign a drive letter to a partition from the backup archive." is what im getting, by friend gave me a iso image in .tib form... i cant access it atall?!?
lack of support dioesnt really help.
i really appreciate how when you clikc "support" o the bottom right in that square they patronize me by saying how important i am.
"Customer Central Management Team
"Customers come first"
Aliya Rakimgulova
Director of Customer Service and Support
"
customers come last you mean?
Hello Justin and Marty,
Thank you for your posts and your feedback.
Justin, I replied to your post here, I would really appreciate if you could get back to me.
Marty, your most recent case in our support system was closed a few months ago, would you be kind enough to let us know if you have an existing case with us so that we can assist you.
Please let me know if you have additional questions.
Thank you.
If you are so kind, can you reply to my post here?
I have the same problems, like 2 days ago: I chatted very long with acronis support, it couldn't fix my problem. I'm asking him to ask the second level support.
I got finally an aswer 2 days later by email (even it was a recovey issues and very important for me!), with the same unprofessional standard e-mail-message as always:
"Dear customer...., please be informed that the the technical support for the current software you are using has been expired.
Since we need to investigate all the issues you are facing with the software, please renew the technical support program.... "
This is just a cheek! Why should I pay for something which is a bug?!? I'm closing enough to give it up for ever with acronis!
@Anton: here are my most recent threat: http://forum.acronis.com/forum/28515#comment-88565
Acronis-Support Case : 01439833
Joshi4,
So that you know, Acronis will reimburse your pay-per-incident fee if this turns out to be an issue with Acronis software.
Pat L,
Why should Acronis give the option to the customers to help if it's a recovery related issue (for free)? And why in my case, they ask for renew the technical support program?
Either it's not related to recovery or they searching for reason, after I have paid, why it's not recovery related. If I were Acronis, I would either give this options for free or not at all. I reach the point of not want to spend any cent to this company. Actually they should pay me for all the bugs I have found, then actually I and all other frustrated users here are doing a quality control for acronis for free!
Pat L, I' m pretty sure, it is a bug, because I saw this behaviour not the first time, but also in previous versions. In the past, I'm help myself out by deleting all backups and tasks and setting up again. But I really don't want to this again in the future! I lost valuable time to search for solutions, fixing etc.
Acronis Management should really start change their philosophy. They should start cleaning up all these issues in this forum! If they will do, they will have less users asking them for support! just simpel....
Hi everyone,
Thank you for your posts and your help Pat.
Akira, I am very sorry for all the issues. We have refunded your order, I will contact you via a private message to send you an update.
joshi4, I have updated our Management team about the situation. Since it is a recovery issue we will not charge you for support. Please accept my apologies for the inconvenience. We will contact you ASAP.
Please let me know if you have additional questions.
Thank you.
Anton, thank you for your understanding and support. But I have to say this:
I did pay already before have read your message. I did not find an other way to handle it, I m really dependent of this backup-data. I opened the issue as critical. The last chat with acronis-support was on 2012.0112 and I still did not get any answer! Why they need so long? My work depends on it :-(
Hello joshci4,
I appreciate your follow-up.
Thank you for the explanation, I sent your comment to the support professional working on your case, so that we can assist you fully.
Feel free to contact me directly if you need additional help.
Thank you.
Hello all,
as we would like to keep our dialogs constructive, we're locking this thread. Please feel free to refer to this thread in case of any procrastination with reply from support side or issues contacting the technical department.
Thank you.