Unacceptable Acronis Support
I have similar problems running TI 2010 with build #6053 under Windows 7 like many others mentioned in this forum. Questions sent to the support don't ever get answered. This product has the worst support I ever experienced. Build 6053 looks like a beta which it has never been really tested. I urge Acronis to immediately improve this situation. Does the support team (if there is one) ever look at this forum?
Hello Gerhard and DwnNDrty,
Gerhard, we are really sorry for the difficulties you have experienced with the Acronis software. Could you please tell me what exactly issues do you have with Acronis True Image 2010 Home and I'll do everything possible to fix them as soon as possible.
We are looking forward to hearing back from you at your earliest convenience.
Thank you.
Hello Ilya,
please have a look at the topic: Are there more dissatisfied users of TI 2010.
Regards
Gary
Hi,
I have bought and payed Pay Per Incident Support and posted a question there but never got an answer. Now I can't even get there anymore. This again is prove of the lousy Acronis Support as reported in the forums. I have also requested to get a refund for the Upgrade of TI 2010 because I am back to TI 2009 and uninstalled TI 2010. The answer I got was to go the shop where I bought it. I answered that I bought it online from Acronis. This again was never answered. I am really upset about the product quality of TI 2010 and the support of your Company.
Here's a note of my recent experience with Acronis Customer Support:
On 18 January I submitted two tickets (one per installation of ATI Home 2010); on 26 January two more (asking for refund/downgrade; by the date I had received no response received from either earlier ticket).
Response times of Acronis Customer Service to the four tickets in all that I submitted seemed random - delay varied between 8 days and 27 days, mean delay 19.5 days.
Absence of coordination at the Customer Service end was obvious - I was contacted about one of the earlier tickets after I had received a refund for that instance of Acronis. Four tickets were responded to by three different support staff; the two dealt with by one person probably only because I drew his attention to the second one.
After much hassle, I am happy enough to to end up with two installations of ATI Home 2009 and NONE of ATI Home 2010 (which failed completely on one machine and performed inadequately on another. If you are interested, see thread 4612: Are there more dissatisfied users of TI 2010?)
Acronis needs to sort out (a) its Case tracking, where a registered user submits more than one ticket per installation, and they are linked; (b) its refund policy, currently set at 30 days. If they don't respond to tickets within the 30 days, they can expect more demands for refunds. A policy of holding the refund deadline pending sorting the problem (if possible) would make sense for them. In my case the absence of such has cost them money.
I notice that Ilya Rasovksy has contributed to this thread. On another he invites private messages to him about ATI Home 2010, so I sent one, but received not even an acknowledgment. It's unwise of him to promise what he can't deliver!
I see that thread 7340 has almost the same topic as the present one, but have not duplicated this note.
Hello Harry,
Sorry for the inconvenience, but I've never received any private messages from you. Could you please send it one more time?
I've also passed your suggestions to our management and shall update you about the results.
Thank you.
Hello Ilya
I have just sent a message to you at the link I found:
http://forum.acronis.com/messages/new/53
and I hope it reaches you.
Harry
Sorry folks, but I had to pass this one on!
I confirmed that one of my tickets had been RESOLVED, placed the magic word 'RESOLVED' in the Subject of my message, and received this response:
-------------------------------------------------------
Hello Harry,
Thank you for your response.
I am glad that your issue has been resolved.
If you have any other issue then please let us know. We would be glad to assist you.
If your current issue has been resolved successfully then please reply to us with a confirmation mail saying RESOLVED. Till then we will keep your case open.
--------------------------------------------------------
I think we may be in a loop here! (No, I am not replying!)
PC Pro magazine in the UK has recommended ATI as a best of breed for a long time. Now it is under fire from readers who have foillowed the mags advice but who cannot get support from Acronis.
The mag has bought copies of TI incognito and will test the support before reporting back to readers and continuing their recommendation or not.
Worth keeping an eye on.
Sorry folks, but I had to pass this one on!I confirmed that one of my tickets had been RESOLVED, placed the magic word 'RESOLVED' in the Subject of my message, and received this response:
-------------------------------------------------------
Hello Harry,Thank you for your response.
I am glad that your issue has been resolved.
If you have any other issue then please let us know. We would be glad to assist you.
If your current issue has been resolved successfully then please reply to us with a confirmation mail saying RESOLVED. Till then we will keep your case open.
--------------------------------------------------------I think we may be in a loop here! (No, I am not replying!)
This is actually a canned response you got Harry, but whoever made it up, I think something gets lost in the translation and what they said in the end is not what they meant.
Hello all,
I'm sorry for the late response.
Harry, I replied to your private messages, I hope you received my answers.
Please let me know if you need any further assistance.
Thank you.
Ilya, I did receive your answers - and responded to them, twice; and you responded twice to me. So I'm a bit puzzled that you say now that you hope I received your answers. My last message to you was timed 2010-02-23 22:28. I hope you received it!
Note to all: it seems my first message to Ilya was not received. (See #5 above.) But he did respond to the message mentioned at #7.
A comment on a comment (#10 from DwnNDrty): I had no doubt that the final paragraph ("If your current issue...") was a standard one: I have seen it many times! But this was not the only example I experienced where my contact person seemed not to have read and understood a paragraph they incorporated into their message, along with material directed at my particular case. Another was where I was told a refund was being arranged, and Acronis would come back to me to check it had completed, in 7 days - in one of those standard paragraphs. Instead I had a nagging message after two days., and my contact seemed surprised when I complained. The mix of new material and standard paragraphs was painfully obvious in these exchanges, because the English style and competence level was very different. I have no problem with that, but I still think the standard paragraphs should be read and understood by the sender.