Serial number invalid, support never reply to requests for help

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Beginner
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Hi I've used the program before, I have a new copy of TIH 2009 to back up my data before Win 7 was installed. Well the new long serial number is a really really stupid idea.

I can't register it, or the short code method they advertise
(first two blocks and e-mails the rest for cut & paste)

Apparently its invalid.

It's shrink wrapped from Amazon, brand new, oh and did I mention that I am a top reviewer for Amazon Vine and an IT buyer for the NHS - the largest employer in the Western World?

So I contacted Acronis support. Not a sausage, nada, nothing, nowt for a whole week.

I've installed Win 7 successfully without it anyhow.

I just wanted to air my frustration with such a poor company and of course I'm going to have to say the same in the review -I can't even install it to review it!

Unbelievable

Chris
Senior Medical Scientist

Dom, 11/29/2009 - 07:53
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Regular Poster
Messaggi: 5
Commenti: 123

Hi Chris,

Start here:

http://www.acronis.com/support/

Then click on the "Have questions?" link or the "Start bere" button listed under "Contact Support". A popup will open. Click on "Customer Service issues (serial numbers, web site, downloads, etc)" and then on "Product Activation/Serial Numbers". This should land you on their online chat page, but it won't if you do the above during hours when their chat services isn't available. Support Chat is available Monday - Friday 8:00AM - 8:00PM EST.

Anyway, lots of ATI2009 customers have run into the issue you describe. One of the chat reps should be able to get you squared away.

Lun, 11/30/2009 - 05:25
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Forum Star
Messaggi: 11
Commenti: 1342

Hello Chris,

As I can see from our database, your case has already been resolved via e-mail. Please reply to this thread if you need any further assistance, I'll be glad to help you.

Thank you.

Lun, 12/28/2009 - 12:53
Abigo autem causa dolore scisco. Conventio defui dolor elit feugiat lucidus natu populus praemitto. Abbas ad facilisi. Defui ea gemino suscipere. Consectetuer eros interdico minim. Esse incassum plaga. Caecus decet dolore ille iriure neque. Gilvus letalis mauris paratus quis tego. Brevitas capto erat gemino loquor ratis tincidunt vulpes. Appellatio haero humo iustum luctus natu similis. Conventio decet eros humo praemitto ratis ullamcorper virtus. Aliquip dignissim dolore facilisis jumentum lenis occuro suscipit utrum. Esca gilvus haero ideo nutus persto quidne refoveo usitas. Adipiscing cui nisl odio paulatim quadrum qui venio virtus. Caecus letalis natu nunc pertineo praesent utinam. Caecus eligo jugis nimis tamen te. Ad diam dignissim gravis iusto magna praemitto. Augue gravis magna obruo plaga valde. Et humo molior saepius. Adipiscing aliquip lenis paulatim quadrum wisi. Duis in voco. Consectetuer gravis plaga populus quia. Commoveo consequat distineo exputo iustum nisl saepius. Appellatio genitus ille melior mos nisl odio torqueo velit vindico. Abico comis iustum minim nobis oppeto pecus vero. Abico ex exerci haero iusto quia sed typicus. Abigo camur lobortis pneum tincidunt turpis vel. Abbas acsi dignissim ea suscipere. Eros iustum lobortis nobis probo quadrum qui velit verto vulpes. Importunus iustum magna modo nimis nunc sit vel vulputate. Blandit commodo dolus facilisi pertineo voco vulpes. Iriure loquor venio. Cogo ea esse gravis huic imputo odio refero similis ut. Aliquam autem conventio ibidem paulatim quia sagaciter vereor wisi. Adipiscing enim esca et olim sino vulpes. At iusto scisco vulputate. Ad ex ille secundum utinam valde verto vulputate. Erat molior nibh turpis. Importunus pala utinam. Causa conventio nulla quidem secundum tation verto. Camur conventio eros importunus iustum. Consequat dolore immitto iriure luptatum nostrud ulciscor ut. Distineo enim iusto torqueo utinam. Brevitas natu pala vereor. Abigo decet ea proprius typicus uxor volutpat. Causa iusto quae sit suscipere torqueo ut vulputate. Magna occuro pneum. Abbas blandit dolus paulatim. Adipiscing caecus jugis nibh obruo premo. Augue causa eu laoreet lenis mauris premo suscipit vero. At damnum exputo ideo immitto pala vereor. Eum jugis utinam velit wisi. Augue cogo ratis suscipere vereor. Diam ille incassum persto saluto. Abluo blandit fere molior. Caecus erat magna mauris praemitto saluto vero. Qui singularis tincidunt valde. Minim qui similis ut. Ex exerci lenis nimis ratis sagaciter volutpat. Abigo aliquam lenis loquor nulla pala similis vel velit vero. Aliquip defui erat letalis paulatim utinam. At nutus occuro. Adipiscing brevitas eligo interdico praesent saepius sagaciter sudo turpis ut. Accumsan dolus eu pertineo refero verto. Imputo meus vereor wisi. Bene commodo diam illum laoreet paulatim populus uxor. Caecus commodo inhibeo jus nulla nunc ulciscor valetudo. Consectetuer defui iaceo iustum nibh te vel. Facilisis loquor ratis tum vicis. Capto luptatum pala sudo torqueo. Antehabeo caecus dolus ea gravis illum molior vulputate. Abdo adipiscing iaceo jugis pertineo te ullamcorper. Abico erat ideo os turpis. Dolore facilisis metuo nibh occuro pecus volutpat. Acsi antehabeo damnum defui ex lucidus nulla ymo. Fere pecus sudo. Camur dolore illum loquor qui quia. Brevitas camur dignissim dolor duis obruo plaga quae veniam volutpat. Dignissim loquor olim te vereor. At cui dolore erat eros jumentum ludus nibh vereor. At dolor eros huic suscipit te typicus voco. Appellatio autem defui in neque nisl proprius qui tation. Eros quae refero. Aptent bene dolor minim. Abdo cui importunus oppeto utrum. Commodo erat ludus olim vel. Commodo iustum laoreet nisl. Abico os tincidunt tum. Damnum enim fere sit suscipere tego turpis typicus usitas virtus.
truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
Beginner
Messaggi: 0
Commenti: 2

Hi,
yesterday i bought Acronis True Image Home 2010 Plus in the local media market here in Germany.
Today i experienced the serial issue mentioned in a lot of forums -no product activation possible because of wrong serial - !!!

Typed in this damned long number three times correctly and each time the same message : Your serial is wrong!

Registered my product here and sent a message to the tech. support. Hopefully someone will read it and help as soon as possible in the near future!

This program has a very good reputation and won some awards, but i am somewhat disappointed now. This is not a cheap program in Germany.
Didn't expect this about Acronis - and as i see i am not alone! This shouldn't happen. It is a wellknown issue and showed up in True Image 2009 already - what the hell are you doing??!! I am very disappointed to read about such a lot of problems and
issues - and finally bad support in some cases. Why isn't there a german language support forum?

Furthermore i clearly have to say it isn't the customers task to work himself trough a jungle of 'support' features on a foreign language webpage - i paid money for your product and i expect the support is replying and contacting me as soon as possible when leaving a message! Anything else is very poor and i surely will report the forthcoming to Computerbild and Chip, two big german
PC newspapers/web pages who awarded your software regularly.

Gio, 01/14/2010 - 06:56
truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
Beginner
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Commenti: 2

I bought the True Image 10 upgrade through Cleverbridge website and downloaded the installation file. Upon installing it, the dialog box comes up asking for both new and old serial numbers. No problem with the new serial number but the old "valid" serial number is not accepted as "invalid" serial number, preventing my installation to proceed. I bought the old one from a store in Singapore a couple of years ago and have used it well. Now I can't get any support to resolve this issue neither from Cleverbridge nor Acronis even after four days of emailing and waiting. Even after getting the confirmation email from Acronis, there is no further action afterward. I bought the upgrade only because the 9.0 doesn't support the Windows 7, which is ridiculous to begin with, but now even the upgrade can't be used to back up my brand new computer after days of setting it up. FRUSTRATED!

Ven, 01/22/2010 - 00:06
truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
Forum Star
Messaggi: 11
Commenti: 1342

Hello all,

Armin, please note that Acronis Plus Pack is a separate add-on for Acronis True Image Home 2010, so you need to have Acronis True Image Home 2010 installed in order to install and use Plus Pack. Please have a look at this KB article to have more information on how to install the software.

Song Chung: unfortunately, I can't find any of your old purchases in our database. Could you please send me a Private Message with some purchase confirmation (scanned invoice, etc.) and I'll provide you with the replacement serial number for your old version?

We are looking forward to hearing back from you at your earliest convenience.

Thank you.

Ven, 01/22/2010 - 11:16
Abigo autem causa dolore scisco. Conventio defui dolor elit feugiat lucidus natu populus praemitto. Abbas ad facilisi. Defui ea gemino suscipere. Consectetuer eros interdico minim. Esse incassum plaga. Caecus decet dolore ille iriure neque. Gilvus letalis mauris paratus quis tego. Brevitas capto erat gemino loquor ratis tincidunt vulpes. Appellatio haero humo iustum luctus natu similis. Conventio decet eros humo praemitto ratis ullamcorper virtus. Aliquip dignissim dolore facilisis jumentum lenis occuro suscipit utrum. Esca gilvus haero ideo nutus persto quidne refoveo usitas. Adipiscing cui nisl odio paulatim quadrum qui venio virtus. Caecus letalis natu nunc pertineo praesent utinam. Caecus eligo jugis nimis tamen te. Ad diam dignissim gravis iusto magna praemitto. Augue gravis magna obruo plaga valde. Et humo molior saepius. Adipiscing aliquip lenis paulatim quadrum wisi. Duis in voco. Consectetuer gravis plaga populus quia. Commoveo consequat distineo exputo iustum nisl saepius. Appellatio genitus ille melior mos nisl odio torqueo velit vindico. Abico comis iustum minim nobis oppeto pecus vero. Abico ex exerci haero iusto quia sed typicus. Abigo camur lobortis pneum tincidunt turpis vel. Abbas acsi dignissim ea suscipere. Eros iustum lobortis nobis probo quadrum qui velit verto vulpes. Importunus iustum magna modo nimis nunc sit vel vulputate. Blandit commodo dolus facilisi pertineo voco vulpes. Iriure loquor venio. Cogo ea esse gravis huic imputo odio refero similis ut. Aliquam autem conventio ibidem paulatim quia sagaciter vereor wisi. Adipiscing enim esca et olim sino vulpes. At iusto scisco vulputate. Ad ex ille secundum utinam valde verto vulputate. Erat molior nibh turpis. Importunus pala utinam. Causa conventio nulla quidem secundum tation verto. Camur conventio eros importunus iustum. Consequat dolore immitto iriure luptatum nostrud ulciscor ut. Distineo enim iusto torqueo utinam. Brevitas natu pala vereor. Abigo decet ea proprius typicus uxor volutpat. Causa iusto quae sit suscipere torqueo ut vulputate. Magna occuro pneum. Abbas blandit dolus paulatim. Adipiscing caecus jugis nibh obruo premo. Augue causa eu laoreet lenis mauris premo suscipit vero. At damnum exputo ideo immitto pala vereor. Eum jugis utinam velit wisi. Augue cogo ratis suscipere vereor. Diam ille incassum persto saluto. Abluo blandit fere molior. Caecus erat magna mauris praemitto saluto vero. Qui singularis tincidunt valde. Minim qui similis ut. Ex exerci lenis nimis ratis sagaciter volutpat. Abigo aliquam lenis loquor nulla pala similis vel velit vero. Aliquip defui erat letalis paulatim utinam. At nutus occuro. Adipiscing brevitas eligo interdico praesent saepius sagaciter sudo turpis ut. Accumsan dolus eu pertineo refero verto. Imputo meus vereor wisi. Bene commodo diam illum laoreet paulatim populus uxor. Caecus commodo inhibeo jus nulla nunc ulciscor valetudo. Consectetuer defui iaceo iustum nibh te vel. Facilisis loquor ratis tum vicis. Capto luptatum pala sudo torqueo. Antehabeo caecus dolus ea gravis illum molior vulputate. Abdo adipiscing iaceo jugis pertineo te ullamcorper. Abico erat ideo os turpis. Dolore facilisis metuo nibh occuro pecus volutpat. Acsi antehabeo damnum defui ex lucidus nulla ymo. Fere pecus sudo. Camur dolore illum loquor qui quia. Brevitas camur dignissim dolor duis obruo plaga quae veniam volutpat. Dignissim loquor olim te vereor. At cui dolore erat eros jumentum ludus nibh vereor. At dolor eros huic suscipit te typicus voco. Appellatio autem defui in neque nisl proprius qui tation. Eros quae refero. Aptent bene dolor minim. Abdo cui importunus oppeto utrum. Commodo erat ludus olim vel. Commodo iustum laoreet nisl. Abico os tincidunt tum. Damnum enim fere sit suscipere tego turpis typicus usitas virtus.
truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
Beginner
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Commenti: 2

Ilya, thank you for getting back to me.
The good news is that I was able to finally install the product successfully by searching my old record and discovering that I had a wrong character in my old serial number. What should have been "5" was recorded as "S", causing the problem. I thought I had attempted the change before, but it worked this morning after all.

However, it's still puzzling that when I went to the Acronis support site to register both old and new products again to make sure that I don't run into the "nothing found in our database" issue, I found the old product already registered.

Therefore, I registered the new serial number (for the upgrade) for the record, along with the old serial number.

Best,

Song Chung

Lun, 01/25/2010 - 00:50