The WORST support (or lack of support) that I have EVER experienced!
I purchased True Image Home 2010 about a month ago for the specific purpose of migrating everything when replacing a new hard drive. Well, it didn't work, so I spent an entire day rebuilding my system. I contacted Acronis to get a refund. They agreed to the refund (as it was within the 30 day guarantee period). But, that was about three weeks ago. I have been on their on-line chat system FIVE TIMES since then to follow-up where my refund was. A number of times, I had been told that someone would get back to me by email ... they DIDN'T! Twice I was told that the refund had been processed ... it HADN'T!. I have now sent two additional emails ... but they are IGNORED! The "customer service" that I have (not) received from Acronis is unbelievable ... probably the WORST that I have ever experienced from a software company. The fact that the software didn't work was bad enough ... but now it seems that they don't intend honouring their money back guarantee. I paid with PayPal (via credit card) ... so, in the end, I WILL get my money back either through PayPal or via chargeback ... but WHY do I have to spend HOURS of my time just getting this arrogant company to keep its promises!
- Accedi per poter commentare
Sorry ... I should have said TI 2010, not TI 2009. I have corrected my original post. The problem with the TI Home 2010 was that it seemed to backup everything OK, but it just wouldn't restore to my system's new hard disk ... I booted from a "recovery CD". Acronis said that my problem was very unusual ... it SHOULD have worked. I know that it SHOULD have worked, but I just couldn't restore ... so needed to rebuild my system. Since then, I have moved to a competitor's product ... works PERFECTLY. And, within an hour of me posting on this Forum, I had received my refund to my PayPal account. Now ... that would have been nice WITHOUT having to "go public". So, my original comments about their (non) customer service remain. Don't count on any refunds unless you are prepared to waste HOURS of your time fighting them ... and ALWAYS pay with a method where chargebacks are possible.
- Accedi per poter commentare
Hello Paul,
First of all I'd like to thank you for your feedback and for bringing this issue to our attention. I completely share your frustration with this issue. I assure you this is not the type of service we are aiming to provide to our Customers.
I have reviewed your case and it looks like the things were complicated by the fact that it was partial refund.
Nevertheless I see several opportunities that were missed in this case and I can assure that the necessary actions are being taken at the moment. Case has already been escalated to management and we are going to provide additional coaching to Support Professionals as well as revising our internal processes.
Please accept our apologies for all the troubles caused.
Thanks,
Andrey.
- Accedi per poter commentare
Now, that is a nice response by Acronis! Concise, to the point, and appropriately deferential.
Pity that it had to come to losing a customer before having this kind of response... but hopefully a lesson has been learned.
- Accedi per poter commentare
Paul Willemse wrote:Now ... that would have been nice WITHOUT having to "go public". So, my original comments about their (non) customer service remain. Don't count on any refunds unless you are prepared to waste HOURS of your time fighting them ... and ALWAYS pay with a method where chargebacks are possible.
Well, I also had a bad experience (or, rather, non experience with Acronis "Support" since they didn't make it possible for me to Contact them -- for more details, see my 1TB cloning thread, elsewhere). The "wisdom of the crowd" -- help from unpaid, genuine, caring private folks , who are members of this forum -- is what ultimately solved some of my problems. Acronis "Support" is a joke.
Hey ... Andrey-boy...about you and your lil' popsicle stand... "It's a Madhouse...a Madhouse..."
- Accedi per poter commentare
Hi Acronis,
With due respect, it was NOT a partial refund ... the refund was for whatever I paid. I finally received a FULL refund to my PayPal account.
From the comment regarding "partial refund" ... it looks like the REAL problem may be with the Acronis "internal systems" ... they just don't function that well!
Regards,
Paul
- Accedi per poter commentare
I have subscribed to online backup 2010 running on my Windows 7 64 bit but it fails with an error message (attached) - it looks OK from my work PC - is it becuase of the 64bit? If so then I shall need to cancel and get a refund.
| Allegato | Dimensione |
|---|---|
| 68654-96163.jpg | 6.92 KB |
- Accedi per poter commentare
Lawrie,
Is your subscription still current?
- Accedi per poter commentare
Hi Colin
Thanks for your reply.
I took out the subscription yesterday. (see attachment)
Lawrie
| Allegato | Dimensione |
|---|---|
| 68660-96166.jpg | 23.21 KB |
- Accedi per poter commentare
Lawrie,
Could you post some screen snips of what you see when using OLB? Are you using it from within TIH 2010 or have you downloaded the standalone version?
If you would list what you've done, so I could see if I can duplicate your error message. Running 64 bit is not the problem, though if you have ABR11 installed the two didn't play nice as far as the beta version of ABR11 was concerned.
- Accedi per poter commentare
Hi Colin
You have the only screenshot I can let you have; what is ABR11?
I am running the standalone Online Backup but the same problem occurs when I try it through TIH2011.
As I said it seems to run OK when I try it on my work PC.
I've tried reinstalling and I've also tried deleting the certificate file to no avail. As I said I can let you have a screenshot but it's the same as the one you already have.
EEEEEEEEEEEEEEEEEEEEEEEEK!
Lawrie
- Accedi per poter commentare
Hi Colin
I've run the cleanup tool and re-installed TIH2011 - I can now run online backup OK. I installed the standalone client because I did not realise I could run online from TIH!
Thanks for your help.
Lawrie
- Accedi per poter commentare