Angry Customer!!!!!!!!!!!
I have an older registered version of True Image Home and also of Disk Director. I bought a new laptop a year ago and did not put it on the new one. I went to do it today and went to my account to download and it shows my two products registered and if I want to download, push the download button. Well, I am here to tell you I get an error message on both of them. Its True Image 9 and the Disk 10 ... . So I try to contact support and I just get a run around. If I want help with this they want me to pay for it. Well, it is not my problem, it is a webmaster website problem. So WHY SHOULD I PAY per incident just to tell them their web site doesn't work.
I am so angry if ever, I mean ever thought of buying an upgrade, this seals it. All I am getting is a run around to contact anybody. You cannot contact support to tell them their web site is malfunctioning and I am just upset. I am unemployed, trying to get a job, need to backup my stupid data and am stuck in the Acronis balony. They frankly don't seem to be for customer service at all. They are busy with the new 2012 and aren't interested in helping anyone because they are too busy. But, I am here trying to use something I paid for and the website is in a mess. My error message said to contact them to tell them about it. Hah! So much for that. Do they really want to know.
Per http://www.acronis.com/support/advantage.html Customer Service i.e. "Administrative, license/serial number, *web navigation, download*" is free and is not limited to first 30 days after which you have to pay per incident. There is probably a button where you have to chose the product you need support with - so there or before you needed to indicate that you have issues with web-site, not with product itself.
Hello all,
Thank you for your posts and thank you for helping Colin and dev-anon.
victorianartist, I will certainly help you with this issue.
I found 3 products in your Acronis web-account and I am going to follow-up with a private message with a unique download link for them.
dev-anon is absolutely right, there is no need to pay for support if you experience web-site issues. Could you get back to us with a screenshot of the error message that you get when you try to download the programs?
Please let me know if you have additional questions.
Thank you.
Acronis - How bad can a potential new customers experience get? So far Acronis have taken "appalling" to a whole new level.
Firstly...when you go through the process of downloading the ATIH 2012 trial, you are asked for an email address to enable a serial key to be sent. Despite multiple d/l and repeated supplying of an email address no serial/email has been received. My spam folder has not caught it either. Fat lot of good having a piece of trial software with no serial.
Secondly....after loosing my patience I managed to install ok...don't ask! However, all the incremental backups fail with the same error- "Failed to open data stream". Followed the support advice to rectify but the error always re-occurs. Googling the error has shown me that this problem is widespread, and as far as I can see, yet to have a permanent fix. The support advice goes on to say that if the problem persists contact customer support.
Thirdly..... I see on the website a picture of a lovely lady with a headset on so it's time to ring her......except for customers like me...you can't.
So to me, if I'm not being treated like a customer, perhaps I won't be one.
"Our mission: to create Customer success.
Our vision: to be the undisputed leader
in software service and support"
Hello Ian,
Thank you for your feedback. I would like to help you with this issue.
Please check the following solution for the "Failed to open data stream" error and let us know if it helped or not.
I apologize that you had through all the trouble when contacting our Support team. If you like, I can create a case for you to help you with this problem. Have you tried using a different e-mail account?
For trial versions we offer technical assistance for the duration of the trial period which includes direct chat support as well as e-mail. Please check this guide for additional information.
Looking forward to your reply and if you have additional questions please let me know.
Thank you.
Hello Anton,
Thanks for your courteous reply Anton.
I can't help but feel that this is a long winded method of dealing with the bulk of customer support enquiries. Typing eats time and phone support would race through many more enquires so so much quicker....better for all concerned imho. It's not helped in my case that on your contact customer support page, for me anyway, problems persist. The drop down menu's aren't working properly hence the contact options lower down remain greyed out. I'm using IE9.
As for your suggestion to check "the following solution", I should have made it clearer that that is the route I'd already taken. My event code is identical. Over the last few days I've experimented and it always happens to my C drive, a Crucial CT128M225 SSD. The other, a Samsung HD103SJ has been fine. I'm on a fresh install of Win 7 fully updated.
As a conversation the above info would have taken under a minute to express but here I am still typing after 30 minutes. Now you perhaps are going to do the same. Days later, I'd like to bet this online conversation will still be ongoing. I hope you can prove me wrong.
Thanks for your help.
Ian
update - 18th Oct
It's now a few weeks later so I rest my case. What a complete and utterly avoidable farce! I should escalate my experience in an endeavour to improve things but in true Acronis Customer support fashion, I can't be bothered. ATIH 2012 uninstalled.
Is th is person complaining because he had to wait 30 minutes?
Hi Scott ...the gist (of what I clearly failed to express) was that in the time it takes all parties to type away for days on end, many many more support issues would have been more quickly resolved with telephone support available for the masses. You only need look at the support forums on here to see so many disgruntled customers sitting on problems that are taking far too long to resolve ...if at all ...or give up.
The clocks ticking for me that's for sure.
Ian
I don't know the ratio of users to people asking for tech support so I don't know if it's a lot of the users or not. Since support use climbs right after a new release, the response is always slower then. Buying a new piece of software soon after it comes out is not for the feint of heart.
Hopefully, Anton's links worked for you. If not. I'd try a diff machine that accesses the internet over a diff path. E.g., if working from a machine on a commercial firm's network, try a home connection over cable or fiber. Sometimes things like network restrictions, proxy server settings, and such can prevent the download of files in a variety of situations.
After I upgraded to 2012 and add you last fix pack. Every time I run a backup to my network drive at around the 7% mark it drops my my network drive from my network and stops the backup. I can back up to a drive that is connected to a USB-2 port without any problem. This is a consistent failure, I have had to backup to my USB drive last 5 or six weeks.
Note: all the attempted backups on my network drive have strange dates.