Upgrade Policy (Home 2009 to Home 2010
Wow - this is so frustrating. I attempted to use the form for days and it just doesn't work. I even tried different computers and browsers. So, maybe someone here can help.
I've been a loyal customer since 8. My last upgrade was to 2009 on June 24, 2009. Now I get a notice that 2010 is now available. How in the world can I find out if I'm elgible for a free upgrade? Had I known a new version was only a few months away - I would have never upgraded from 11 to 2009.
Thanks for your help.
Acronis in my opinion should really make their answer to this question a 'sticky' for the moment.
Somewhere in the posts here they have stated that if you have purchased TI2009 within the last 30 days (from yesterday), then you are netitled to a free upgrade.
I imagine that you have to email Chat or Sales with your purchase and licence details to get a new licence number, which will then allow you to either download the trial version and enter the licence number, or register the licence number, and then download the full program from your account.
yep and email clients as such
Acronis in my opinion should really make their answer to this question a 'sticky' for the moment.
Somewhere in the posts here they have stated that if you have purchased TI2009 within the last 30 days (from yesterday), then you are netitled to a free upgrade.
I imagine that you have to email Chat or Sales with your purchase and licence details to get a new licence number, which will then allow you to either download the trial version and enter the licence number, or register the licence number, and then download the full program from your account.
Somewhere in the posts here they have stated that if you have purchased TI2009 within the last 30 days (from yesterday), then you are netitled to a free upgrade.
Bummer!
I imagine that you have to email Chat or Sales with your purchase and licence details to get a new licence number, which will then allow you to either download the trial version and enter the licence number, or register the licence number, and then download the full program from your account.
I wouldn't be here if they simply had an e-mail to use or their form worked or their chat worked. SMILE
Well, shame on you Acronis. I feel totally mislead by not being told a newer version would be available within a few months. There are other options for moving to another package. I will no longer purchase Acronis products. Yea, I know this will have absolutely no affect on the bottom line - but it does make me feel better.
Thanks for your time bodgy.
??? I have used chat a number of times since purchasing the product and support has varied between good and excellent. Also sent an e-mail yesterday using their fill in the blanks form. Guess I don't understand the complaints.
??? I have used chat a number of times since purchasing the product and support has varied between good and excellent. Also sent an e-mail yesterday using their fill in the blanks form. Guess I don't understand the complaints.
I can't tell you how happy I am that the form (and chat) worked when YOU tried. Well, it didn't work for me (or another user) - so, you might consider that before you say "I don't understand the complaints."
Well, this was my reply: We regret to inform you that you are not eligible for a free upgrade to Acronis True Image Home 2010. Customers who have purchased the previous version of software within last 30 days or after Acronis True image home 2010 were officially released, are eligible for a free upgrade.
Isn't it a shame - they saved themselves a few bucks and lost a customer that always upgraded! I would rather throw my money out the car window then every buy another product from them.
I looked up my purchase data and discovered that I purchased exactly 30 days before TI 10 release date.
I submitted a question to the online support web form and was given a download link and serial number.
What bothers me is that Acronis did not send me a message informing me of upgrade eligibility. I even registered online and searched my account thoroughly but no indication of free or reduced price upgrade. You have to ask for the upgrade or you won't get it.
Hello all,
Hello Dmitry
Thank you for your input. I guess your post answers my question that I sent to Acronis support a few minutes ago but let me elaborate on my situation for interest's sake:
I have been a loyal Acronis customer since TI version 7 and have upgraded more than once. I received an offer to upgrade to TI2009 and on Aug 2, 2009 I not only upgraded, but based on my long history with Acronis, also purchased Acronis Disk Director 10. Imagine my surprise when a little more than a month later, a major upgrade of TI is released and I am not entitled to a free upgrade. At the very least, I would have expected to have been informed at the time of my upgrade that the release of of the new version was planned and that I would not be entitled to an upgrade unless I waited until 30 days before the release date before upgrading. In addition, TI2009 identifies all 14 of my hard disk images as corrupt and I am unable to restore any of them after an issue with my hard disk. I am typing this from a spare laptop that I borrowed.
I am the group financial director for an international organisation and I have been considering a recommendation that our organisation uses your enterprise products to safeguard our workstations and server. Based on my current situation, I would hesitate to do so for fear that I could land my organisation in exactly the predicament that I am in now.
Thank you for your engagement on the forum though.
Regards
Lawrence
The more 'alert' amongst us would wonder at a company suddenly providing a deep discount with little explanation and sending out an email alert, plus the fact those who have followed the Acronis lineage would know that Octoberish time is generally when a new version appears.
Don't know about the US, but when car manufacturers here suddenly discount certain models and offering extras it is a sure sign they're making room for a new model at a higher price.
Perhaps we've all got used to greed.
A large business can purchase the maintenance contract which I believe entitles the contract holder to an upgrade.
Hello Colin
Perhaps I am naive and not "alert" to the subtle nuances of software application marketing but thank you for alerting me to this. On the previous occasions when I did make use of such upgrade offers from Acronis, there was no major upgrade released and since the issue has not arises before, my purchase was made in good faith.
While I acknowledge the points you have made, it would make sense from the perspective of even a commercial corporation focused on profit to not only enlarge their client base but to ensure maximum retention of existing customers. This is easily done by at least ensuring that your customers are informed when they are making a purchasing decision which is clearly not in their best interest. Had Acronis informed me that I would not be eligible for a free upgrade to the new release, I would simply have delayed my purchase decision and they would still have retained me as a customer.
Incidentally, another software vendor, whose products I have used for years, immediately and without debate rectified a similar issue when it arose some years ago. As a result, I have purchased 3 of their products and have loyally upgraded to every new version released for each of these products. They have therefore received a relatively significant amount of money from me over the years instead of encouraging me to consider a product from one of their competitors.
It seems that this is a sterling example of “caveat emptor” and I for one have certainly learned my lesson.
Personally I believe it is a good marketing ploy to say, 'we've got a new edition coming out, here is some stock we're clearing you have the choice'. If MS and Apple can pass hints all over the place that a new version is nigh then I'm sure others can. I agree as well that it is morally underhand to offer the cheap full versions so they fall just outside the 30 day upgrade cut off point, however that's life.
Of course the fact that Acronis now have open betas is also a pointer to a new edition in the works.
Nice to see I am not the only one who is upset. I've been a customer since V8 and just like others - never know when their is an upgrade. Every once in a while I check to see if their is an update. It sure is a bad way of doing business (causing customer to check for updates).
I'm not impressed with the Acronis response: We realize that the 30 day cut-off might seem arbitrary, but it keeps with the procedures of other established software companies. If we had a 90 day cut-off, someone who had purchased the product 91 days before would be unhappy anyway. At some point we have to draw a line and move on to working on the next version.
I've been in IT for over 35+ years and can assure Acronis that not all "established software companies" limit "free upgrades" to just 30 days. I guess it is just easier to say that they are basing their policy because some companies use 30 days. I also found it funny that they then say if they had 90 days then someone would be unhappy if they were at day 91. Well Acronis - if you are so darn concerned about your customers - why not send them an e-mail when you have an upgrade like other vendors do?
Well, like I mentioned - Acronis saved themselves the cost of a free upgrade but lost a loyal customer in the process. Yea, I know it means nothing to them but, in the future, when someone asks for advice (that happens often) - I will make my recommendation based on my personal experience.
bodgy: The more 'alert' amongst us would wonder at a company suddenly providing a deep discount with little explanation and sending out an email alert, plus the fact those who have followed the Acronis lineage would know that Octoberish time is generally when a new version appears.
Well bodgy - I don't spend my time going back to every software vendor I deal with and check to see if a "deep discount" shows up. As far as the "Octoberish" observation, I can name 3 software vendor's that I use that don't release their major upgrades around the "Octoberish" time frame. Don't get me wrong - I really wish I had the time to check everyone out every day to make sure I fit inside the narrow window of free updates. :)
bodgy: Don't know about the US, but when car manufacturers here suddenly discount certain models and offering extras it is a sure sign they're making room for a new model at a higher price.
I agree on the discounts indicating a later model is coming out. But, we are talking about software and not a car. When we purchase a car we have a totally different mindset as we do (at least myself) when purchasing software.
bodgy: Perhaps we've all got used to greed.
I assume you mean the vendor's are greedy and the consumers have adjusted to it... :)
bodgy: A large business can purchase the maintenance contract which I believe entitles the contract holder to an upgrade.
I wonder how many copies are purchased by individual uses like myself...
Acronis could avoid a lot of this negative PR if they would have a more flexible upgrade policy.
Some other vendors offer reduced price upgrades for very long periods of time. Upgrading one version level should never be full price.
Acronis could avoid a lot of this negative PR if they would have a more flexible upgrade policy.
Some other vendors offer reduced price upgrades for very long periods of time. Upgrading one version level should never be full price.
Well, based on a response I just got from them - they just don't care. They are sticking to their policy. Like my daughter says: oh well!
Dear Dmitry. In regards to your reply on 9-20-2009: You are missing the point here. As the other customers that purchased an upgrade to 2009 because they received a letter from Acronis. The major complaint is that the letter failed to mention that a new version was being released in a few months. I also have faithfully upgraded every year since ver 7 or 8. It was a major decision for me to purchase the 2009 upgrade because I lost my job ( of 22 1/2 years) almost 2 years ago because of a disability. I am still await for the US District Court to make a decision on my lawsuit against my company because of the americans with disability act. I gave up 1 month's supply of one of my prescription to upgrade - that is how important your products are to me. Now I wish to appeal to the other members here that were mislead by an official letter from Acronis that was misleading and designed to **** as much money from loyal customers on the 2009 version. I just sent a web letter to customer service regarding this issue. If a favorable conclusion is not reached between Acronis and me. I fully intend to write to the major computer magazines that have always reviewed your products and make a complaint on this behavior. If only a handful of us write to these mags to complain, and express our disatisfaction and that we fully intend to not purchase their products, I am sure that they will heel the full affects of this horrible economy as I am sure more than a couple of us here have felt. Also, I might consider filing a Class action law suit if I can get enough interest drummed up. I welcome any criticism on this reply - good or bad. It is time for these types of actions by software companies come to an end. Sincerely Chalmers
Personally I believe it is a good marketing ploy to say, 'we've got a new edition coming out, here is some stock we're clearing you have the choice'. If MS and Apple can pass hints all over the place that a new version is nigh then I'm sure others can. I agree as well that it is morally underhand to offer the cheap full versions so they fall just outside the 30 day upgrade cut off point, however that's life.
Of course the fact that Acronis now have open betas is also a pointer to a new edition in the works.
Bodgy, I believe it is more than morally wrong and borders being dishonest and deceitful. As you might have noticed that lately several companies have been involved in class-action lawsuits because of similar actions.
It is also hard for me to check every few days for new releases of the software I own. Most of the software companies of software I have purchased send out emails notifying me of a new release coming out and offer me a discount for pre-ordering their product.
Only one other time around the first of the year another software company did the same thing. However, when I appeled to them, they overlooked their 30 or 60 day upgrade grace period and sent me the new version's activation code. I am sure that it was not just to avoid the bad publicity I could have given them, but was because it was the right thing to do to prevent losing a loyal customer.
As it appears from the posts here, the company seems to have wanted to gouge their loyal customers to squeeze as much extra revenue from the 2009 ver before they announced and released the 2010 version.
Anyway, I intend to wait a short while to see if public opinion will persuade Acronis to make right a wrong they did with their poor, greedy decision to send the letters out for upgrading 2009 to 2010 without mentioning the new version was just a couple months away.
Anyway, I hope that you have a good day!
Sincerely
Chalmers