Complaint About Customer Support: How To Get Their Attention?

[plawlis]

I have spent probably 30 hours dealing with the email version of support for an install problem of ATI 10.0 After a few emails, and as many different technicians, they start asking me to do the same thing as before. At one point I was told to download version11--big mistake. I then spent WEEKS trying to get version 10 back to the place where it was when I began. Uninstall took 70 minutes--going through registry edits, etc.
Last Sunday I bit the bullet and paid for "priority support." We started the same dance over again, only now, when I gave them the error no., it was "let us email you with the solution." Now, guess what: "you need to uninstall and reinstall."

I'm weary. I called and asked for a supervisor, with this response: "what is your concern; let me see how I may help you." Now I just want my money back. Call me an idiot: when version 8 caused problems, I thought version 9 would be better, so I upgraded. Same; I upgraded to 10. Now I'm out for the phone support. What's really sad is that in Oct. my hard drive failed--guess what--so did Acronis. It could not recover my files.

Any help on how I can make a specific complaint without it just going into their circular file?

Any ideas on how to get their attention to get my money back?

Phil

[BlueZannetti]

-{ Quote: "IAny help on how I can make a specific complaint without it just going into their circular file?

Any ideas on how to get their attention to get my money back?" }-What I would do it contact Acronis Support (http://www.wilderssecurity.com/member.php?u=13415) directly via PM here and explain the situation and events in detail with a clear timeline on all steps.

As for a refund...., I'm not sure where you stand relative to the advertised metrics and your own documented situation. As always, try to objectively document things, and stay calm. That generally provides the best results.

Blue

[AKAJohnDoe]

I just got another one of those "We're closing your ticket" emails. I'm way past wanting a solution. The only solution is a refund, as I have stated repetitively. So, I replied to the email to allegedly keep the ticket open.

A product that is crippled on the trial, so that it cannot be fully tested, then requires a reinstall after purchase, so whatever you tried during the trial has been invalidated, then does not work on the purchased version, then cannot be refunded. Isn't that the very definition of fraud?

[BlueZannetti]

-{ Quote: "A product that is crippled on the trial, so that it cannot be fully tested, then requires a reinstall after purchase, so whatever you tried during the trial has been invalidated, then does not work on the purchased version, then cannot be refunded. Isn't that the very definition of fraud?" }-If the situation warrants a refund, the steps and requirements are clearly defined on the website (http://www.acronis.com/homecomputing/sales/retail/refund/).

Blue

[Acronis Support]

Hello plawlis and AKAJohnDoe,

Thank you for purchasing Acronis Disk Backup Software (http://www.acronis.com/homecomputing/products/trueimage/).

Could you please let us know your Acronis request number (e.g. [Acronis #123456]) which was sent to you in autoreply to your letter? We will find out how the investigation of your issue is going. If you have not received an autoreply then please send us a Private Message containing your e-mail address.

Thank you.
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Marat Setdikov