Acronis Support Extremely Disappointing

Discussion in 'Acronis True Image Product Line' started by Deadlines, Oct 18, 2007.

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  1. Deadlines

    Deadlines Registered Member

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    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.
     
    Last edited: Oct 18, 2007
  2. DwnNdrty

    DwnNdrty Registered Member

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    Dinkyo_O?

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

    Post the problem you're having and the resident Dinks will try to help.
     
    Last edited: Oct 18, 2007
  3. MudCrab

    MudCrab Imaging Specialist

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    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.
     
  4. Deadlines

    Deadlines Registered Member

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    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?
     
  5. ragnarok2012

    ragnarok2012 Registered Member

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

    LowWaterMark Administrator

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    To the best of my knowledge, the forums here at Wilders Security are linked from the Support page under the "Home & Home Office" tab at the Acronis website. The two Business level tabs don't list this forum as a support mechanism. What they do list is the Priority Support option, which is a premium level support mechanism. It is a charged service, of course, which comes at a percentage of the license purchase cost on an annual subscription basis, but, provides a cost reduction over straight renewal on licenses.

    http://www.acronis.com/enterprise/support/paid/

    When most companies buy software, they also buy maintenance agreements as an investment protection. Enterprise level software is expensive, so, maintenance agreements provide premium level support access and less expensive renewal. If you view the licenses you bought as simply a one-time $999 per enterprise license, then you will certainly be disappointed in the support. Priority support contracting for the enterprise comes at an additional annual fee, which is standard among all business and enterprise level software contracting, but, it provides the level of support you are looking for.

    You are correct that this forum is primarily used by people who bought the home level products. It is mostly a member helping member environment, with some involvement by Acronis Support. Home users often buy a product in the $50 price range, spending no additional money on maintenance, and the support they get includes the trouble ticket system at the Acronis support webpage and this forum.

    Business users looking for things like telephone support need to purchase the appropriate support contract that provides that level of service.
     
  7. shieber

    shieber Registered Member

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    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.
     
  8. Deadlines

    Deadlines Registered Member

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    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
     
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