My Account downloads currently not working
Long story short we have just discovered a customers backup is not working, the owner of the business is currently away so we decided to take matters into our own hands to resolve this so they were not left without a working backup (Usual story of neglect, run once and forget).
On investigation of the problem it was apparent the job schedules were simply not running, but when we tried to open acronis and check the scheduled job configuration Acronis would just bomb out.
So the obvious thing to do is remove acronis and reinstall it and see where that leaves us, and if that fails purge the scheduled jobs.
Unfortunatly when buying Acronis to resell the our customers we are not given the media, we have to create a user account online with acronis, and register the keys, and from then on all keys and software installs are available from the web site.
Unfortunatly today we have logged into the users account to download the latets build of there software and its not working, clicking on the link (https://www.acronis.co.uk/my/download/?TrueImageSBSEchoLicenseServer.83…) gives the followng error message:
Download file request
•We are very sorry but service is unavailable now. Please try again later.
We waited over 4 hours to see if this cleared, and tried loging in from other customer sites, but the result is still the same:
Download file request
•We are very sorry but service is unavailable now. Please try again later.
Does anyone know whya this is an issue or if there is a work around please?
I have attempted to contact Acronis support and ended up speaking to someone on there live chat, to say it did not go well would be an understatement, I just waiting on a call from them to see if we can get a resolution so I will refrain from commenting further until I have spoken to them...
Here is the dialog from my contact with customer support via the Acronis chat service, I was remotley connected to the customer site when I instagated this, so there was some delay in the typing speed and so delays in my responces, I have substituted my clients name with "Clients Name"
dialog was pasted here but has since been removed, it was a classic example of there outsourced nosupport service, shame it was removed as it served as a fine example
So in summary, Shamima identified the product as obsolete and wanted to end the call there, when I tried to get the point across that I was after support for the web site download not the product, the responce was pretty condesending, I asked to speak to a manager and was promised a call in 2 to 4 hours (which I never got) and finally the call was terminated before I was finished.
Sadley this is the level of customer service I have come to expect from Acronis, and the reason why we now recomend and use a competitors product - not that it is better - but the support is.
Quick update: I was just walking out of the office when the phone rang, it should have gone to the answer service but I picked it up - and it was the Acronis Manager.
In a nut shell he was able to replicate and agree with my diagnosis that there was an issue with the website link, and offered to email me a direct link to the file I required that would work in the interim while they resolve the issue with the web site.
Just waiting on the email now...
This is the responce I was looking for, such a shame it didnt happen like this in the first place.
Sadley no email with the promised link has arrived yet...
Hello Andrew,
Thank you for your post. I will do my best to assist you.
I appreciate your feedback, I have forwarded it to our Customer Listening System and our Management team and I apologize for any inconvenience.
I was able to find your case in our system and I can see that you were provided with a download link for the software. I would really appreciate if you could contact me directly in case you need additional assistance with the case. I had to edit your comment because it is against Forum Terms of Use to post internal communications.
Please let me know if you have additional questions.
Thank you.
Still no email or responce from Acronis support, yet another customer is moved to a competitors product - not because the product is better, but because the support can be counted on.
I won't name names, but this is beyond the end of the road for us and Acronis, 2 years ago most of our customer base were all on Acronis 8 or 9, then we got 10 and the nightmare started, after months of trying to resolve the farce that was the early release of Acronis 10, we simply gave in and had to move on.
Now each time we have a problem with exisiting Acronis installation, if we cant fix it there is no point looking to Acronis - as is clearly demonstrated here - we have to move them to a comeptitors product, said competitor is never more than a phone call and therefore 5 minutes away, English is there first language (and if its not you cant tell), and they actually want to help us.
The irony here is that we were not even asking Acronis to fix the problem, they just need to make there own web site work so that we the paying customer could download the install that they do not supply media for and only give us a web based account to download it from, personally I have real issues witht he way Acronis makes it so difficult to access updates and the software, after all it requires a valid key, other manufactures seem able to make downloads free and easy to access.
Read this and make your own judgement, but be warned Acronis support leaves alot to be desired when compared to its competitors, and when you factor in its also more expensive than the compatition, it really is a bitter pill to swallow.
I don't know how much influence my forum post had but Acronis did come back to me and got the email over with the alternate link, so I was able to donwload it.
But I should never have been put in this postions as the website should work.
And then it should never esculated as the initial support contact should have been able to quickly resolve this instead of been unhelpful and patronising.
It really is a shame, pre v10 Acronis was a damn good product let down by a few bugs we hoped would be fixed in 10, instead we got a completley new product full of bugs, for which Acronis we're ill equiped to deal with, worse still it took away some features that we needed.
Eventually they ironed out the bugs and put back the functionality, and if I'm being fair the support has improved - but not enough, because it was truly dreadful when Acronis v10 was released.
Most of our user base was on 8 or 9, and we got 4 copies into v10 rollout when it became apparent it didnt work, we had to find a solution the same day for our customers as business critical backups are just that, we couldn't wait around the year it took Acronis to fix it and figure out why there support model didnt work.
So we moved on.
A sad tale...
Hello Andrew,
Thank you for your comments and sincere feedback, we appreciate it.
I'm glad to know that the issue with support has been fixed, and we're really sorry for you've faced such situation. I've checked the case, and it appears so that some of our e-mails failed to reach you. Currently we're investigating the issue, and your comments had also been taken under consideration by our Management team.
I entirely understand your frustration and decision, and would like to apologies for the inconvenience caused. If there's anything we can help you with - let us know, we'll be glad to.