Refund, not another product

I have written six emails, and all I got was this reply:

"We can replace your product with another Acronis software (except Acronis True Image Server, Acronis True Image Enterprise Server and Acronis True Image Corporate Workstation). The list of the available products can be found at http://www.acronis.com/homecomputing/products/. Please let us know your choice and we will provide you with the download instructions."

I don't want another product, just my money back.

 

You are apparently looking for an image backup program. If I were you I would ask for a copy of TI8. TI8 is very stable and a very good program. it doesntt have file backup, but does a good job doing HDD images.

 

All I want is my money back, is this to hard to understand?

"No risk — We provide a 30-Day money back guarantee and an email and telephone support."

All three of these statments have not been true. (1. 30-Day money back guarantee, 2. email support and 3.telephone support)

 

Hopefully you paid by ccard, so just inform them that they can live up to their statements or you will take care of it.
Same bottom line. You get your money back.

 

It is actually difficult to reply sensibly to this topic, as the poster hasn't posted any of the contents of his/hers emails.

Therefore it is hard for the observer to know if the expectations of th eposter are too high or if Acronis are being unreasonable.

Colin

 

If you read the first post of mine the content is stated there.

 

I got the same message from Acronis when I requested a refund for TI9. They want to hold onto your money and are trying to cross-sell you, plain and simple. Just respond and tell them you want a refund.

 

Pretty sleazy way to do business.
I will avoid "Acronis" like the plague.

I have already done what you said, they are still playing with my money.

 

Customer Service forwards your request to sales, sales sends a confirmation email 24-48 hours later and chances are your account will be refunded that or the following day.

It isn't sleazy, it's a common business practice to cross sell in an effort to retain customers.

Honestly, Acronis is MUCH quicker when it comes to refunds than the competition.

 

No such luck for me.

I have to disagree, I have never had to go through this, ever. I have purchased hundreds of shareware programs totaling thousands of dollars. And had to ask for refunds on a few, with no problem, no games. It is not "common pratice" when I ask for a refund, when they state on the first page of their site: "No risk — We provide a 30-Day money back guarantee and an email and telephone support.", and they send an e-mail, offering other products only with no option for a refund. Then ignore you when you keep asking for your money back. Acronis has been a nightmare.

I hope other potential customers read this thread before they purchase with a false hope of getting their money back without problems.

Anyway I believe, not sure, I am finally getting my money back.

End of this subject, at least for me, hopefully.

 

Howdy,

It is my understanding that one of the great virtues of purchasing with credit cards is that the cc company will stop payment for you with a phone call to them only.

All the best,

Kenneth

 

Alas, that is not always the case. While it seems to be true in the US, over here in the UK it is often the case that a CC company will require you to make a claim in writing, which they then investigate over a period of time (it often takes weeks), and sometimes even require the 'permission' of the merchant. During that time, the customer is fully liable for the charge. Not exactly great consumer protection, is it?

I wonder if there is a link between those Acronis customers who receive a prompt refund and their geographical location, versus those who are given the run around...

 

Hello Xzeme,

I am really sorry for the inconveniences.

Please let me know your Acronis request # which was sent to you in autoreply to your letter to Acronis Support Team. I will take care of the situation.

Thank you.
--
Irina Shirokova

 

Change to the Alliance & Leicester, I've never had a problem getting them to stop a dodgy payment.

One thing though is that Acronis do use Digital River as their 'vendor', I've had problems with Digital River with other non Acronis transactions, where they've been ever so tardy in sending payment on to the software company.

Colin

 

Nice to know.