Acronis Support of New Product

Dear Acronis - I understand very well the concept of "pay for support". But when you release a new product or major upgrade...you KNOW there are going to issues and lots of them. Please consider offering FREE PHONE SUPPORT for some time after a release and especially NOW.

 

Hello Jon,

Thank you for your interest in Acronis Corporate Products

I will create a request to the respective department. Meanwhile, to receive the online support you can use our Live chat service available on this this page, under Contact us click on the Start here button and follow the step-by-step guide.

For the Home versions Live chat service is available free of charge for length of the trial and for 30 days after purchase.

For the corporate versions Live chat service is available free of charge for length of the trial. For the corporate versions Live chat service and phone support is included in purchase price and is available for the first year after purchase.

You can learn more about Acronis Advantage — Support options here.

Thank you.

--
Oleg Lee

 

Oleg,

From my experience, the tier 1 chat support is extremely uninformed, unhelpful (not from a lack of trying) and just all around inexperienced. It is very frustrating dealing with them and it takes a long time for them to throw their hands up in the air and say they are passing the ticket on to a tier 2 tech.

Please get better support in the chat. I dread using it for anything other than being provided a link to a new build (when “My Account” doesn’t list it.).

 

My recent experience with teir 1 chat support is similar. The person was polite and tried to find a solution to the problem. He accessed the computer remotely, updated files, made changes, etc., but it didn't work. In fact, the updates actually caused other problems.

It may depend on the problem. I thought my case was passed to tier 2 fairly quickly (07-31-2009) after the single chat session (on 07-27-2009). However, I haven't heard back from them yet.