Can't Install, No support
It's rather amusing, the entire episode that has been one huge time waste in "upgrading" to Acronis True Image Home 2102.
(1) I bought an upgrade through an offer, not realizing that the email address I put in couldn't be linked to my existing account. No - once the email address is added to that account, it can't be registered to my existing account. So you guys can have numerous people buying upgrades for products they technically do not qualify for - brilliant. One would think you'd check this BEFORE you sell the upgrade since you DO check for the install.
(2) Let's talk about installing that upgrade. So I bought the upgrade a second time with the right email address (I'll talk about refunds in a second.) Guess what? Putting in the 2012 code and the one for True Image 10 does NOT upgrade my software properly. The code doesn't work. Tried it numerous times, does not install.
(3) Support - what a total joke. My options for support were limited so that my product didn't appear. You guys spend a LOT of time to try to make sure that users are locked out of support if their "30 day support options" don't work. So what did I do? Send 2 messages to feedback and sales to try to deal with the problem of a double charge and inability to upgrade. No response after a full business day. here comes the weekend.
Honestly guys... I didn't want to be this critical here but you've left me no other avenue. It's disappointing to say the least - and this is what I paid for which costs almost as much as competing software does new?
What I have learned it seems that there is no real customer support at all. Luckily here are some persons that are helpful (Anton for example). Live chat support is quite a joke (for advanced users at least). Even support request form act strangely (see here, what it asking for?). I just wonder why they do not hear customers (GUI disasters) and not invest for real custom service. (Is it now purchased from Teknobable? ;) )
I'm really sad what happened such a great software like True Image was :(
(2) Let's talk about installing that upgrade. So I bought the upgrade a second time with the right email address (I'll talk about refunds in a second.) Guess what? Putting in the 2012 code and the one for True Image 10 does NOT upgrade my software properly. The code doesn't work. Tried it numerous times, does not install.
Was TI 10 still installed on the PC? If not, there are two ways of solving the serial number problem (caused by the different size of the serials), one is re-install v10 with v10 serial and then install 2012 with 2012 upgrade serial , or, download the trial version of 2012 with trial serial number and then enter the upgrade to full dialogue and enter the upgrade SN which will then unlock 2012.
Before you say it, yes, you'd think the developers would have sorted that problem out.
(3) Support - what a total joke. My options for support were limited so that my product didn't appear. You guys spend a LOT of time to try to make sure that users are locked out of support if their "30 day support options" don't work. So what did I do? Send 2 messages to feedback and sales to try to deal with the problem of a double charge and inability to upgrade. No response after a full business day. here comes the weekend.
Are you saying that when you registered your SN the 2012 upgrade product didn't appear in your account?
If you click on My Account to the top left of this forum page, then click on Edit\Personal Information you can change your forum name.
Hello all,
Thank you for your posts and thank you for your help Colin.
Me, I will definitely help you with these issues.
Even if you bought our software using a different e-mail account we can transfer the serial number to another e-mail address. We can also help you with refunding the copy that your purchased from your other e-mail address.
To install ATIH2012 as an upgrade from ATIH10 you can use Colin's workaround. Please check this article for additional information just in case.
If you need to contact our Support team please check the following tutorial. We offer e-mail and chat support for 30 days after the product has been purchased from our online store.
You can also use Colin's suggestion to change your forum name.
Yamaneko, does the issue you mention occur every time you try to contact our Support team? What browser were you using and have you tried using a different one?
Please let me know if you have additional questions.
Thank you.
Anton -
It should strike you as extremely sad that you've had to create a FAQ for customers because their serial numbers don't work on upgrades -- and this is already a month old. It's even more sad that we have to waste a ton of time doing everything we can because we don't even know it exists - you should be including that information up front with every install. Is it too embarrassing? It should be. You spent so much time on copy protection you can't get it right? My time = money too and this was ridiculous.
You also have no way to contact the company properly if something does go wrong with the process. Nobody has contacted me in several days about a refund for the product I bought - which has no proper upgrade path because it's the wrong email address.
30 days support for a product and then you're done? How ridiculous is this??? So if one of your updates causes problems I'm done. No support.
And in the forum we need to use real names here, first and last. Seriously - who devised this method?
As of right now I am not sure I need True Image any more - I've found other alternatives with a far less hassle and cost even less than this does. While I appreciate your message here, it's clear that this was avoidable - all of this - and I'm evidently not the first customer to mention this.
It is also the most convoluted support system I have ever seen. It's an investment just to get a simple question answered. You know my city/state info and telephone number in customer records. If I'm emailing support you don't need me to enter all this, whether you have it or not.
We'll see what happens now that I made a third contact for support. I'll ahve to make a separate one for the second order.
Michael,
I second everything you've said. I don't know what happened to this company but its gone down the gutter probably to wring out as much margin profit as possible.
Dump this product and stay away.
Me,
You seem to have missed that I described in pst #3 how to change your name on this foumr, if you look you will see that there are users whose names are most unlikely to be their birth/given names.
You seem to have missed that I described in pst #3 how to change your name on this foumr, if you look you will see that there are users whose names are most unlikely to be their birth/given names.
Thank you. However:
1. Why is real name set as default? How about initials and a number? You guys put in a ton of programming into a convoluted support intake request and was anonymizing support too much to ask from the start?
2. I'm quoted in this thread. These posts have to be edited or else it will be easily visible by any search engine. You might think this is no big deal but you'd be very surprised what people will search for and use.
Hello Me,
Thank you for your follow-up and I am really sorry to hear about all the issues.
I checked your support submissions in our system and I can see that they are Customer Listening System tickets. Unfortunately we do not guarantee a response from them. If you need to contact our Support team, you can do it from your Acronis web-account by clicking on Contact support. Please check this video tutorial just in case.
Please let me know if you would like me to create a case for you so that we can refund the serial number that you purchased by accident.
I have edited all the posts which have your real name and removed this thread from Google indexing.
30 days support is industry standard these days, however, we have additional support options as well as free support for all recovery issues.
I am terribly sorry for the inconvenience and we will do everything to help you.
Let me know if you have additional questions please.
Thank you.
[quote=Anton
I checked your support submissions in our system and I can see that they are Customer Listening System tickets. Unfortunately we do not guarantee a response from them. If you need to contact our Support team, you can do it from your Acronis web-account by clicking on Contact support. Please check this video tutorial just in case.
[/quote]
Anton -
I still haven't received one response to any of my four inquiries over the past week and change. Unfortunately Acronis doesn't guarantee anything -- such as its own software installing properly or working or responding to support requests. And if you need a video to explain how to take out a support request, we might as well dispense with the "industry standards." With rare exception, I have rarely seen much that is this poor.
If I can't get a response I'll just speak to AMEX. I will request a reverse in charges and then you guys can explain it to them and the BBB if I have problems. This could have and should have been handled expeditiously. Get a ticket system. Let customers know you've received them. Get back to your customers within 48 hours... for heaven's sake, this isn't much to ask.
Me,
When you activate an actual support request an email is sent to you with your case # in the subject line, at least that is what happens when I have used it.
I think you'll find that 'Customer Listening' is more for general observations and needs rather than specific problems.
I've never used the listening system, but the support system definitely sends emails like below -
I downloaded the Acronis 2012 version on 10/02/11 and it WILL NOT install on my Windows 7 home computer. It aborts after being nearly downloaded and then gives me the following: " Rolling Back Action Error Occurred Installing". Of course Acronis did receive my payment for the product but is not giving me any help. It seems impossible to get anywhere no matter what I try, it's like going around in a circle. I am will not put up with the Company any more. I shall contact my credit card company and have them fight with Acronis to return my money.
Steve
When you activate an actual support request an email is sent to you with your case # in the subject line, at least that is what happens when I have used it.
Colin -
I"ve looked at the "My Support Requests" on the menu. I have "no open support requests for xxxx" - which means you have no record of any support requests. I made two of them in addition to the three emails I sent. Nothing - nada - zilch. I don't know what Steve's experience is but perhaps he's reading my email address that contacting support through your dizzying support system is a complete waste of time. I've waited weeks and I guess "a response is not guaranteed." Well... neither is my payment then. It is absolutely insane that it has come to this. Why isn't anyone from your office just reaching out to me - the customer - to make sure something is handled? I've rarely ever seen anything like this.
Weird… I still hope these are incidents, not the customary …
Well, if it isn't customary, I've noticed that Acronis is 2 for 2 -- my other account where I requested a refund and support also says "no support requests" for my other email address.
I guess it IS customary. 5 inquiries ZERO replies, even through the official support.
So what does Acronis think my time is worth?
I don't work for Acronis! Now that is out of the way, if you haven't received a case number and it doesn't appear in your account, then maybe you are still trying to open a support case through the customer listening option.
I can only say it works for me and obviously others who have typed their case numbers in their posts. Are you sure you've been selecting the correct option under the support tab under your account?
I went through the convoluted support ticket system. As I mentioned, it said "you have successfully sent email" or something like that at the end. I did this with two different accounts. And look at Anton's response.
But who cares about the support accounts - I sent THREE emails to general mailboxes in sales, support - whatever. I got NOTHING back. Perhaps the system works for some but it doesn't work here. FYI, I have my own support desk software on our sites and it works very well. I have no idea what you have running but it's not very good and there is no mention of any email confirmation. BUT YOU GUYS DO KNOW they are in the system. Look at Anton's response above. I have no idea what's going on here.
Hello Me,
Thank you for your follow-up and I am really sorry to hear about all the issues.
I checked your support submissions in our system and I can see that they are Customer Listening System tickets. Unfortunately we do not guarantee a response from them. If you need to contact our Support team, you can do it from your Acronis web-account by clicking on Contact support. Please check this video tutorial just in case.
I went through the convoluted support ticket system. As I mentioned, it said "you have successfully sent email" or something like that at the end. I did this with two different accounts. And look at Anton's response.
But who cares about the support accounts - I sent THREE emails to general mailboxes in sales, support - whatever. I got NOTHING back. Perhaps the system works for some but it doesn't work here. FYI, I have my own support desk software on our sites and it works very well. I have no idea what you have running but it's not very good and there is no mention of any email confirmation. BUT YOU GUYS DO KNOW they are in the system. Look at Anton's response above. I have no idea what's going on here.
Hello Me,
Thank you for your follow-up and I am really sorry to hear about all the issues.
I checked your support submissions in our system and I can see that they are Customer Listening System tickets. Unfortunately we do not guarantee a response from them. If you need to contact our Support team, you can do it from your Acronis web-account by clicking on Contact support. Please check this video tutorial just in case.
Maybe this is beginning of the end? It seems (with external eyes) that Acronis cannot handle this anymore? So sad :(
Hello all,
Thank you very much for your feedback.
Me, I am sorry for any inconvenience, we do not guarantee a timely response to tickets submitted via our Customer Listening System. If you need to contact our Support team directly, please use the following guide.
Our Management team is aware of this situation and we have manually created cases for you. Our Support representatives will contact you shortly.
Stephen, we can help you with the installation issue or refund the program. I would recommend to get in touch with our Customer Support so that we can help you.
If you need additional help please let me know.
Thank you.
I attempted to install Acronis True Image Home 2012. Installation was incomplete. Error appeared: Module C: Program Files/Acronis/TrueImageHome\mapi_proxy_32.dll failed to register. HRESULT-2147024770. Contact your support personnel. What is the problem?
Hello edoles,
Thank you for posting and welcome to the forum. I will definitely help you with this issue.
Please check the following solution.
In case you continue to experience this problem please contact our Support team directly with this report so that we can provide you with additional assistance.
Let me know if you have additional questions please.
Thank you.
I ungraded to True Image 2012, I can't get it to work, I've had two live chat sessions with tech support after 5 hours of trying to contact. They keep installing SNAPSPISetup.MSI patch, but it doesn't fix problem. It's nearly impossible to recontact technical support. What a joke this software and company support is! I going to call it a lost cause after 12 hours, and try something different. ACRONIS TRUE IMAGE 2012 SHOULD BE a piece of crap!
If you won't be too harsh you may find here nice people who will try to help you.
As regards the technical support, yes, they are a little slow, but in the end they do the job.
Hello Rudy and Poldy,
Thank you for your comments and thank you for your kind help Poldy.
Rudy, I am very sorry hear about this issue. It appears that your hard drives are not detected by our software and updating Acronis low-level drivers (SnapApi) usually resolves this issue. However in your case, something else is blocking our drivers most likely and it will require investigation.
We would like to thank you for your feedback and I will do my best to get this issue resolved for you.
Please let me know if you have additional questions.
Thank you.
After uninstalling and reinstalling this software package twice, having to reformat my external drive twice ( to see if that was problem), having Tech support reboot my machine after telling them that the software patch didn't work the first time and finding it virtually impossible to reconnect with Tech Support either by my live chat or phone (THATS really a JOKE! )and having them not give me Tech session reference number so that a new TECH can see what the prior tech did, and having been at all day, my patience is a little short!
All I want is a computer backup program that works!
Is anyone at Acronis looking at the number of complaints on this software release?
Anton,
Tthanks for your feedback, I really would like some help.