REFUND: PLEASE REPLY!!
Hi
What is the status of the refund please? I have fully uninstalled and deleted the software. Nobody ever contacted me since I filed this 2 weeks ago. Please reply.
Regards
Peter
On Sat, Feb 4, 2012 at 3:00 PM, Peter Chiu wrote:
It has been over 2 days since I requested a refund. Please reply within 24 hours.
Regards
Peter Chiu
On Thu, Feb 2, 2012 at 2:44 PM, Acronis Customer Central wrote:
Thank you for contacting Acronis!
We are sending you this letter to assure you that your message has been received, and a new case 01486484 was created. Please do not submit your request more than once; multiple submissions generate extra paperwork that simply slows down response times.
Please note that most problems are frequently solved by downloading and installing the latest updates for Acronis software. If you have not done so, please download and install latest build from http://www.acronis.com/homecomputing/support/updates/.
You can also quickly find the answers to your questions in Acronis Support Knowledge Base at http://www.acronis.com/homecomputing/support/kb/.
Thank you again for your consideration and patience.
Best regards,
Acronis Customer Central
***Note: To ensure your reply is received, please do not edit the subject line of of this email.***
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Best Regards,
Peter
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Best Regards,
Peter
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Best Regards,
Peter
Contact chat (fastest way to contact) and hope you can get through. Support staff might try to talk you into trying different "fixes" firsts but if it is within 30 days of purchase, Acronis has satisfaction guarantee--so you don't have to try any fixes or workarounds to qualify for a refund; you only have to ask.
==> Contact chat (fastest way to contact) and hope you can get through. Support staff might try to talk you into trying different "fixes" firsts but if it is within 30 days of purchase, Acronis has satisfaction guarantee--so you don't have to try any fixes or workarounds to qualify for a refund; you only have to ask.
don't let tech support talk you into anything. tech support asked me to work through some issues till after 30 days, then told me i couldn't get a refund because it was after 30 days. i had to go through the cc company.
don't let them talk you into anything. this stuff is not ready for prime time.
This is unfortunate. When a customer asks for a refund under the satisfaction guarantee, the answer should be a prompt, "Yes", not an attempt to dissuade the customer from the refund. If you found later that the product could work to your satisfaction, you could always repurchase. Technically, you decided to go past the 30 days by continuing to work with tech instead of insisting on a refund during the 30-day period. But it is very easy to see how someone could walk down such an ultimately unsatisfactory path. I think a number of folks have gotten past their 30 day mark by trying to work through tech, often a process that spans a lot of time.
While Acronis is trying to alter its support plan to control costs, it's missing out on the most important factor which is patently clear, especially to long time users: it needs to release a mcuh higher quality product. I believe the negineers at Acornis are of the same mind in this reagard. The product quality is the most important factor affecting support costs and customer satisfaction. I am not one of those that likes to flame Acronis, but many of us wish it would focus on quality over marketing dates and support plans.
Good luck with the cc company. At a minimum you might have the bitter satisfaction that merely raising a protest on a purchase creates a small investigation charge for the vendor.
Hello all,
Thank you for your comments.
Peter, I'm really sorry for you've faced this situation. I've found your case, and already issues a refund, which should've been done in the first place by our Support representative. Please accept our profound apologies for the situation. Normally it doesn't happen, and I've notified our Management team about the situation. They will investigate the problem.
Daniel, I've addressed your post here.
hhansard, this is actually not a typical (and inappropriate situation). According to our internal policy, the support is obliged to offer you technical assistance if you're asking for a refund. But if you requested the refund initially within 30 days after purchase, and then agreed to investigate the issue, the refund will be proceed immediately when you notify us about your decision again.
However if you've investigated the issue first, and then asked for a refund, the situation is discussable (we do refund the money if there's an issue our Development will not and isn't able to solve), and involves Management team. But according to the License Policy we can deny the refund which was requested after 30 days period.
I would like to look into the situation. Do you mind specifying me the case number?
Scott, thanks for you comments.
I think we need to open a sticky thread for refund questions like this one. I'll do it in half an hour, and will leave a link in this thread later.
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!
UPDATE: the refund issues thread is created. It's important for us to have all the information stored in one place, so I'm locking this thread. Please for further comments refer to the mentioned topic.
Thank you.