Acronis Support Extremely Disappointing

Ok maybe I'm too picky but after having dropped over $3K for three licenses of Acronis True Image Enterprise version, I expected a LOT more in the way of support.

So far Acronis' support for this product seems to be comprised of:

1. This one tiny forum, mixed in with a bunch of non relevant products.
2. A so-called knowledge base which in effect repeats exactly what the documentation says.
3. Mediocre support staff with a seemingly universal penchant for telling you to refer back to the documentation.

Where are the in depth articles that elaborate on various common issues and stumbling blocks for this product in the knowledgebase? Why isn't there a dedicated forum for this product with a responsive support staff that will actually try to assist in solving issues rather than simply telling you to read the manual again? Needless to say, I'm very disappointed thus far. The cost of the product is completely out of whack with the support one would expect for shelling out this kind of cash.

I hate to be one to state the obvious, but one dinky forum and a support staff that seem completely lazy and just constantly refers you back to the documentation is a complete ripoff. I'm extremely dissatisfied and really hope Acronis gets their act together with this. Unless improvements are made, it is highly unlikely that we will purchase anymore licensing for this product based on the pitiful support.

 

Dinky?

Shieber, MudCrab, Seekforever, XPilot .... he called this forum dinky ... what are you going to do about it.

Post the problem you're having and the resident Dinks will try to help.

 

Tiny and Dinky.

Wilders hosts other forums for other software, but the Acronis True Image forum is just for True Image so I don't know where you get this.

It has been mentioned before that Acronis might create a separate forum just for Corporate and Enterprise users, but they have never done so.

However, there are forum members that use the Corporate and Enterprise versions. If you have a specific problem, you'd be better off creating a thread dealing with it.

 

Already stated my problem, the support options are sub par for an enterprise product. A third party site hosting one forum that seems to primarily be for the home version is less than satisfactory. "Tiny" and "dinky" are a lot more diplomatic than the first adjectives that come to mind, although it's not even really the main point. The point is there is very little useful information related to the enterprise version here. Let's just go with, "half-assed" does that work for you?

 

Go to their site and demand a refund-- for $3k you should get top notch tech support.

 

Sometimes, we are disappinted with some of the product users ;-)

But seriously folks, enterprise level support is usually something worked out as a special service or, for large organizations, by individual contract.

 

You are correct of course, sadly we were given an end of quarter deal and actually did subscribe to their software maintenance agreement. Unfortunately, it doesn't really seem to offer anything above what home users apparently receive for spending a mere fraction of the cost. Thus far their maintenance agreement seems to be comprised of the aforementioned knowledge base, which is ok but far from comprehensive, and this forum. Don't get me wrong, I actually quite like the product. I'm just underwhelmed at the support so far, perhaps time will prove me wrong.

Just as an example, when I initially installed the product on a couple of my servers one of them was not receiving an authentication prompt when I was configuring the network location to save the image to. Upon calling support, I explained the device I was saving them to was a NAS device running a Linux kernel. The tech's solution was to get me off the phone as soon as possible, then email his suggestions. His advice: Add the NAS to my hosts list on the machine in question, then run sysinfo on the NAS device and send him the results. Run sysinfo on a *nix based NAS device...

/vent off