Why pay for support??

I fully agree!
I have nothing but problem with TI 2010 and I should pay for support. No way! I propabaly will return TI 2010.

Every maker is free to set their own terms and conditions.

The support here in the forum is pretty good and many times better than the official support.

Have you tried stating your problem here to see if it can be resolved?

Where does Acronis state that one must pay for support?

In the USA, laws require that a warranty/license be made available BEFORE purchase.
Other countries may have similar laws.

With few exceptions, I woould not buy a product wuthout first seeomg the license/warranty.

Here' what the Eula says (see http://www.acronis.com/support/eula-home.html):

Support. By virtue of licensing a Software License and registering your Software License with LICENSOR, and at LICENSOR’S sole discretion, LICENSEE is entitled to: (1) "patch" or "dot releases (e.g., 11.01, 11.02, and 11.03 etc.) of the Software License. A major release(s) of the Software License (e.g., Version 12 Version 13, etc) are not included in Support and would require a paid upgrade fee; (2) support consistent with current LICENSORS support policies as found in the Support section of the LICENSOR web site (specified in the product and/or documentation) or any relevant contract between LICENSEE and LICENSOR. ;and (3) other electronic services that LICENSOR may make generally available to its customers, such as an electronically available base of knowledge ("Knowledge Base") to assist in answering general questions about the Software License. In the event that LICENSEE makes any unauthorized modifications to the Software Product, Support services are null and void.
Support policies are subject to change, but generally will include basic support for 30 days following purchase. Proof of legal ownership and/or registration is required to obtain support.

The problem is

(2) support consistent with current LICENSORS support policies as found in the Support section of the LICENSOR web site (specified in the product and/or documentation) or any relevant contract between LICENSEE and LICENSOR.

Acronis has to make that info available PRIOR to purchase.

Hi,

sure i wrote my problem here, and till now it's not solved.
And when i am read some other postings here with Acronis and W7, there must be many problems.
And for this it would be recommended to have a 30 day free support, and not some guys who have maybe a solution. Sorry, i think many people did a good job here in forum, but i wan't to speak with people from acronis and not anybody else if i have trouble with a program.

Long time ago i had the possibility to write dircetly to the support, this was VERY helpful while this people are capable.

Best regards

Peter

@Howard: you talk at the problem past. The main problem are not any eula's or licenses!

Peter,

Am guessing you are the same Peter Ting that I worked with at AT&T for many years. Share your view that should be able to get some free support in the 30 day period and talk with a real person. Just bought my True Image yesterday and am having freeze/hang problems in the recovery environment.

regards,
John

I'd pay for the support on your credit card, then dispute the charge and and ask your credit card company to issue a charge back. The reason for the dispute? Acronis sold you defective software and then charged you to fix it. That's a scam in anyone's book.

More scam complaints about Acronis:

DRI Acronis, Inc. Complaints - RETURN MY MONEY!!:
http://www.complaintsboard.com/complaints/dri-acronis-inc-c85872.html

Acronis Complaints - True Image
http://www.complaintsboard.com/complaints/acronis-c273546.html

Anybody reading this -- think twice (in fact think three times) about purchasing Acronis for your backup and restore needs.

Hello all,

Ok, let's sort the situation out.

I'd pay for the support on your credit card, then dispute the charge and and ask your credit card company to issue a charge back. The reason for the dispute? Acronis sold you defective software and then charged you to fix it. That's a scam in anyone's book.

Christopher, I have checked your account and found some old copies for the products, purchased at 2008-03-17, also you had Acronis Pay per Incident Support which has been expired about a year ago as well. So it appears that products you own are not supported. Support is available for the current and (n-1) versions.

You're referring to third part site, where you have mentioned some www.myord.com address. In past, we had Digital River store as our official on line store, but for now we are selling the products  through Cleverbridge online store. Where have you purchased the product? Do you have any invoice confirmation?

Where have you posted about actual issue you experiencing? I was not able to find any detailed information.

Could you please register the product you're experience issue with at our website so I can check your license?

Also, please do not hesitate to ask me if you have any questions concerning our products.

We are looking forward to hearing back from you at your earliest convenience.

Thank you.

Hi Alexander -- I did purchase Acronis a while ago, and I've been doing backups, which (I'm assuming) have worked, but now, for the first time, I need to restore my hard drive from an image I recently made, and Acronis can't seem to do it, i.e., it hangs and freezes. It simply doesn't work, and I'm not alone in complaining about this problem.

I'm not saying Acronis deliberately set out to scam people, but if Acronis ever decided to do that, this is would be a great way to go. I'm pissed off. I'll be calling tech support later today to see if I can get true image to work as advertised, and I'll be willing to pay to have Acronis tell me how to do it (because I have no choice now unless I want to write my hard drive off), but if I have to pay for tech support at this point, this will be the last product I ever purchase from Acronis.

I purchased Acronis TI 2010 and immediately started having many problems not found in Acronis 11, all are reported here or there on this forum so I will not repeat. 2010 is not a product that works well and should be removed from the marketplace. I asked for a refund on two occasions with no response from Acronis Tech support. I asked that Acronis continue to sell/issue licenses for Acronis 11 because I run a tech department and needed to add new systems. No response. I have had to switch to another backup product due to lack of anything resembling proper support.

So, there you go! (And me too...)

Hello all!

Nice to get the comments from you and upsetting to see the situation, hope I will be able to shed the light on it and we will resolve the inconvenience.

Starting from the beginning: 

Peter Ting wrote:

Maybe a 30 day install support for free would be a good compromise.

I guess that is the glitch on our side: we didn't provide you with the easy-to-find information concerning the time-frames and conditions you can receive free support. I will report about that issue and we'll get it improved, and meanwhile I'd like to explain to you when the support is paid for and when not.

Support programs for home users and for corporate ones differs a lot.

First of all: what exactly you are paying for.

Only technical issues require support agreement and only in case you would like to receive support via chat service and phone.

Phone support is always a paid support.

As free support options you can use:

• Knowledge Base
• Acronis Forum
• e-mail
• chat service.

For home users free support is available in case: 

• you ran into the recovery issue
• you have purchased the product not more than 30 days ago

In this cases you can obtain free technical support via e-mail, chat service and forum.

So in case you have issues with recovery or you still in the 30 days period after the purchase of the product: feel free to come to chat, submit cases via the webform, etc.

All the issues started for investigation in the 30-days-after-purchase time-frame will not be denied after the 30 days period - we will continue working on them till they are resolved.

Thus we do have 30 days free support. Support with recovery issue is free always.

Situation is different a bit with the corporate versions.

All corporate products on the first time purchase includes the 1-year support license - thus we are sure that should anything happen, we will be able to assist the customers 24x7 and decrease business downtime. When the Support Agreement expires, it is up to the customer to decide whether he would like to renew it or not.

Thus it is needless to pay for support in case you jyst purchase the product - and it's not working. We will be glad to assist you free of charge, show you how it works and help you to find the best way to backup your system.

I would also advise you take a look at the following support comparison table - it contains all the information concerning all the support programs.

Also, in order to submit the e-mail case or reach our chat service, please, kindly go here and proceed from the button specified in the screenshot.

Let me know whether anything is confusing you, I'll be glad to clarify.

Thank you.

Just loaded TI Home 2010, I've had 2009 for quite some time and never used it. Now that I've gone W7 I decided to try TI again. This forum makes me wish I hadn't bought it again. I never used 2009 because I wasn't impressed

Yana wrote:

Hello all!

For home users free support is available in case: 

• you ran into the recovery issue
• you have purchased the product not more than 30 days ago

In this cases you can obtain free technical support via e-mail, chat service and forum.

So in case you have issues with recovery or you still in the 30 days period after the purchase of the product: feel free to come to chat, submit cases via the webform, etc.

This might be a silly question, but how can a regular home user whose computer is down due to a recovery failure use any of those web based methods to contact support? Most home users don't have multiple computers in their home. Seems odd to charge that home user for phone support if they need to call due to a recovery failure (in cases where your product is at fault).

I am new to Acronis and am happy with the product so far. Thanks to the Acronis team for reading and participating in this thread.

I hate giving negative comments but I think this deservers one. I used a competitors backup and restore for years +. Even when it was on a itty bitty 1.44 floppy all versions that came out after (o execpt 1) worked like a charm. I only decided to try Acronis because of reading it would backup raid which the release I had wouldn't. I was even told on the phone that it could, but that is yet to be seen. I've been in IT for going on 26+ years and have had the advantage of testing many different type of backup programs before I went out on my own. (When you work for a company you get to play with everything for free). If only I had waited a month or so I wouldn't be where I am today. Step 1: I took a complete backup of everything. So far looking good. Step 2: Went and installed all new (xx) Drives on a I7 I built that was running like a charm but had 1tb 7200.xx in it and I think everyone knows about those drives. (Not naming names). Anyway fired up Acronis from the boot disk pointed to my full backup and its has been 13 hours now watching lines cross my screen saying operation in progress. I hate to say it but I am probably going to call this a bad dream, take out the xx drives, put my 7200.xx back in, go to the website of my old friend (Company) take out the credit card, take a full backup with it, put back in the xx drives and restore. I'm betting it is going to make me very happy. Maybe someday after my license expires everything will work fine. But I will let someone else test it first. (Shouldn't I have learned that in 26+ years?) The answer is of course YES.

Cheers and a Happy New Year

Pay for support we have best support plan you offer and the support is CRAP

Hello all,

Let me clarify the situation here.

Just loaded TI Home 2010, I've had 2009 for quite some time and never used it. Now that I've gone W7 I decided to try TI again. This forum makes me wish I hadn't bought it again. I never used 2009 because I wasn't impressed

Howler, have you installed the latest version? What are the results? Please let us know if something is wrong (and provide the detailed description of the situation), so we can fix it.

This might be a silly question, but how can a regular home user whose computer is down due to a recovery failure use any of those web based methods to contact support? Most home users don't have multiple computers in their home. Seems odd to charge that home user for phone support if they need to call due to a recovery failure (in cases where your product is at fault).

Mike, yes, you are right. This situation is confusing, because you won't receive a support according to that scheme. However, you may get a second PC to contact us just for one time (vie Live Chat, for example) and ask for the phone assistance (surely you will have to purchase PPI as the issue is fixed), and we will do our best to contact you as soon as possible.

Paul, as far as I understand, you were tried to recover the image on new RAID and the process stalled? If yes, it might be the image issue (not related to RAID itself). It's true that the product works fine with RAID drives, there are no common issues with the process, so if you would provide us with the details of the process you performed - I'm sure that we would be able to handle it.

Jerry, I understand that experience with Acronis might be unacceptable for you, and I'm sorry for that. Could you please provide us with more detailed issue description so we can work with it?

Once again, thank you for your patience and understanding. Please feel free to ask me any other questions concerning Acronis.

Best regards,

I need also Support for TI Home2010 and Win7 !
The task does not start. I tried all, but I can only start it manualy.

Who can help???

Q: I am an Acronis True Image Home user, what are my options?
A: Home users have the following support options available:
Purchase support through Pay Per Incident option. Pricing for pay per incident support is $9.95.
Consumers that have purchased a home product in the past 30-days are entitled to standard support services.

In a nutshell ...
Acronis is very disappointing to most customers looking for some assistance !
(not to speak about their products)!
I have been using many paid softwares over the years and I can compare. Honnestly, I have a very bad feeling about the attitudes of Acronis. Some companies think that a customer's forum is an easy substitute to giving decent support, taking away responsibility from their shoulders .

I don't agree that we customers should do the job of Acronis. We paid for a product and if there is any bug or problem using that product , it can NOT be the fault of the customer.

Acronis does not even provide a regular normal email address to customers willing to give a free feedback and suggestions. They rather prefer asking customers to allow sneeking around in our PC's. The only other alternative to provide feedback is using a ridiculous webform .

I sense a kind of general attitude like at many companies, considering customers as "the unavoidable sh.." , as professor Egbert Jan van Bel wrote in a report book, after a big enquiry in many companies.

Hello all,

We're really sorry for all difficulties you've experienced with our software. We are trying to make a rock-solid and bug-free software and our developers are working hard to improve Acronis True Image.

Georges, we do have a feedback form on our website. To access it, please do the following:

Log in to your account;

Select Submit Feedback at the left side of the screen;

Fill in the form and press Submit

MikeW, I may recommend you to update Acronis Scheduler to fix the issue. Please follow the guide available at this KB article.

Please reply to this thread if you have any additional questions.

Thank you.