Acronis support on home 2014 issues

there have been several complaints about Acronis reporting MORE than 100% completed and Acronis has said "we will get back to you" no reply has ever been posted publically and I am having the same issue. What has been done to resolve this issue?
Also I have a concern over your ""support" model. I am a home user, why should I not have support for a product you sold me and then you want me to pay you $20 for fixing YOUR product? Come on people, your slogan is "customers first" it says it right on your front support side from your Exec. VP Lady, and yet why do I feel like that is not true?

so here I sit, having a problem. not able to call for support to fix YOUR issue that you have known existed since 2013 unless I pay $20 and even then I doubt it will be fixed. How do you guys think it makes me, the customer feel? Just put yourself in MY shoes for a moment before you get all huffy and puffy.

FYI I am a computer engineer for a living so the fact I have to deal with all of this as a home user is a pile of "croc". Home users should never have to do the "pay" to help thing on a home product unless it is "Several Years old" This is the last version and that is not that old. Even Microsoft will provide support for Windows 7 to a home user free if it is their issue.

yes I am ranting, but I am pretty hacked off I have to deal with business level of complexity for my home systems.