Awful, awful support

[JeremyP]

Some 6 weeks ago, I go an error running True Image Home Version 10. Support got back to me, and asked me to install something called SnapAPI. This stopped Acronis working at all - it wouldn't even start up.

I was then sent a version of Acronis to re-install, with a new serial key. When installing, this asked for the old one, but refused the previous serial key I had used.

After three iterations of this, support passed it on to Second tier support, and that's the last I have heard of it. I have an ISO image I can use, but that means NO automatic backup, and that I have to boot every time I want to backup.

It seems to me I am being deliberately ignored, and I am really pissed off with Acronis, who have taken my money and left me without a useable product. I asked them why they could not send me a fresh copy with a new serial key as a new install, but did not get a reply.

Can anyone advise me how to proceed? Including legal action if necessary. I live in England.

[demoneye]

if so , demand your money back , and try other products , the market is full of backup software

its about time companies will take customers more seriously

[JeremyP]

Originally Posted by demoneye

if so , demand your money back , and try other products , the market is full of backup software

its about time companies will take customers more seriously

Have tried that by email and was ignored. Guess I will have to write to Head Office.

[seekforever]

Before jumping off the ship, try the Acronis Live Chat. It seems to get the best rating of the support methods.

[Bodhyfryd]

I must agree with the previous post. I am afraid that I have found general Acronis Support to be lamentable - often no reply to an email, or at best an unreasonably long wait. But when I have something urgent, I have tried Live Chat and have found it to be very effective.

[Acronis Support]

Hello all,

Thank you for using Acronis True Image

JeremyP, you can contact our Live Chat service here.

Thank you.

__

Oleg Lee