Problem was with making an order and filling out the form
In case there are anyone reading the forum that is considering purchasing Acronis, I submit the following as a simple small example of the service that you get. The product is a good product. The service is and always has been bad! The following is an email I wrote to Aliya Rakimgulova, VP Cusotmer service.
"Customers come first" Your motto next to your picture on the website. I find that hard to believe! After spending 2 wasted days TRYING TO BUY your product, I have decided to move on. I can’t afford anymore wasted time and I will not beg to buy your products. I have been a customer since we had to call St Petersburg for support!!... A long time!
My problems all started when I received a promo email offering True Image 2015 plus unlimited cloud storage for $29.99. See enclosed pdf. Yesterday, I clicked on the upgrade and it took me to the web site. Once in the web site I had to fill out information and proceed to the order form. I could not get past the order form. It kept saying that there was nothing in my cart? So, as instructed, at the bottom of the web page, “Our fulfillment partner cleverbridge, Inc is pleased to answer your order-related questions.” I called and they told me that they couldn’t help me! They didn’t handle promotions. I waited until today Monday, Dec 22 and tried to call that the website didn’t work and I wasn’t sure whether or not my credit card info had gone through. Impossible to call for any reason!! Even if you have problems making a purchase!! So I resorted to chat! That was a nightmare. I got cut off after a long time trying to explain to the CS person what I had and what my email said. He didn’t read my initial post that I had trouble with the website. He simply said he can handle my purchase until he realized that I had a promotion that is good until Jan 13th. Then I had to give him serial numbers…why?? I don’t know and then we got cut off again. When you fill out the initial chat log, I gave my telephone number but it has now been over an hour and still no one called me back. That means, if I want to try it again I have to start all over again explaining something to them that they should already know.
I have wasted 2 days on a simple purchase and you say “Customers come first”!?? It is too bad that customers have to endure wasted time and frustration just to buy your product. It is also too bad that I have to go to the trouble of stop using Acronis and start a new with someone else, just because your company refuses to speak to people. I have owned 9 successful small businesses in my life and if I did what you people get away with I would be bankrupt quickly. Only computer companies run by themselves despite the management. Monday, Dec 22 Case # 02344119
