Acronis support reduces response time?!

Discussion in 'Acronis True Image Product Line' started by MrMorse, Nov 14, 2008.

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  1. MrMorse

    MrMorse Registered Member

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    I determine that 'Acronis_Support' reduce it's time for response.

    Recently the responsetime was approx. 14 days.

    Now I experience a responsetime of two days. Incredible.

    I hope Acronis carries it on without stopping.

    Perhaps Acronis noticed that there were requirements.
    Keep it up!
     
    Last edited: Nov 14, 2008
  2. MrMorse

    MrMorse Registered Member

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    Re: Acronis support reduces response time?! Something has moved

    After observing Acronis' response behaviour it is fact:

    Acronis Ti-team has reduced the responsetime :thumb:

    They noticed the various post of complaints here (I think).
    I appreciate it very much...

    I think it is worth to mention it here.
     
  3. MrMorse

    MrMorse Registered Member

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    The status now:

    I'm disappointed that Acronis_Support has a response time from 3-4 weeks again.

    They didn't learn from the past :(


    Acronis_Support:
    Do you believe that you help members whose posting is more than 3 weeks old?
    Do you really believe it?

    Either the member is gone from Acronis product or the problem is not interesting anymore.

    Please, please take care about postings which are not older than 1 week.
    That gives a feeling of 'Support'. Any other is cra*.

    BTW:
    Sorry to say that.
    I was very confident you have learnt a little bit after so much pain (for many customers) with Ti11.
     
  4. seekforever

    seekforever Registered Member

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    This forum is a place where Acronis staff visit and address problems but it appears to be more on a as "time permits" basis. It isn't the official or best place to lodge a request for support. That is on the Acronis site or with their Live Chat service which seems to get reasonable comments.
     
  5. netorius77

    netorius77 Registered Member

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    Looking at this thread [thread=226113]Does Acronis have tech support [226113]?[/thread], I see nothing that indicates that Acronis provides any kind of half decent support.

    I am really encouraged by what I read about the product, but it appears that TI2009 may still require a lot of "tidying up".

    It is a concern to me as I am really keen on getting the software, but not without decent support. Maybe the role of this forum is to provide that support?!
     
  6. MrMorse

    MrMorse Registered Member

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    I know that this is not an 'official' support base of Acronis where users have requirements to Acronis.
    But here ARE 'official' employees of Acronis who give answers and support.
    And because they are here they have to make sure that they appear positively.
    For the users and for themselves. Otherwise they should be 100% absent.
    To dig out threads which are 4 weeks old instead of answering to 'hot' problems is not a 'positive impression' to all.

    For my part Arconis can ignore threads which are older than 1 week.


    P.S.:
    what I'm writing here is, what I see in this forum every day.
    Acronis makes themselves 'bad'. That's my impression.

    Personally for myself I got good support in my opened issues at acronis website. I cannot complain. With this thread I want to make Acronis sensitive concerning their impression to the users.

    It's a pitty to read all days postings like: "Has Acronis support at all?" or "Why doesn't Acronis give me an answer to my issue?" or "I get rid of my Acronis products because there is no support!" etc...
     
  7. MudCrab

    MudCrab Imaging Specialist

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    Unless you were a frequent browser of the forum before you became a member, you haven't been around it long enough to know that this is a pattern with Acronis Support and the forum. Every so often they will stop responding to older posts (3-5 weeks) and start responding to new ones (today's, yesterday's, etc.). The response quickly degrades back to 3-5 weeks and stays there for another long period of time.

    In my opinion, if Acronis does respond to an old thread, it should only be to post a solution to the problem (not to ask for the poster to submit troubleshooting information). Otherwise, they shouldn't waste time on them and instead concentrate on the new posts. After even several days, the original poster has either a) solved the problem themselves; b) solved the problem with the help of forum members; or c) given up. (When I say solved, I mean they have a solution that will work for them or one they're willing use as a workaround.)

    If Acronis applied a little more time and effort to the forum, it may cause a decrease in the "official" support requests submitted and free up time for other things (like fixing bugs).
     
  8. netorius77

    netorius77 Registered Member

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    MudCrab, I think you hit the nail on the head - If Acronis were comitted to postin technical support on this forum in an acceptable time, there would be no issues. Bear in mind that when one has a problem trying to recover from some system disaster, time is of the essence - who would be happy to wait around a "couple of weeks" for a response?

    So if solutions were posted here, and I had a problem and did a search, chances are, for the average user, someone else would have already encountered and solved the problem on the forum - Bingo - I do not need to contact Acronis at all - I can help myself. This relieves them to assist some other poor sod who requires assistance.

    Isn't that what a forum is typically all about - only thing is one would expect Acronis to be more involved - it is not up you or anyone else on the forum to spend hours providing Acronis' technical support. Whilst I understand that a lot of people on these forums do it as a service to their fellow kind, there can be no expectation of that, but there is from Acronis.

    So am I comfortable investing in 3 licences of Acronis to backup my three personal systems?
    • from a technical point - yes
    • from a support point of view - no

    So will I be investing my money in the product - No, I do not have full faith that my interests are being looked after I have shelled out the greenbacks - pity. Thanks for the forum.
     
  9. seekforever

    seekforever Registered Member

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    There also is a somewhat fragmented approach to TI's view of support. They have their knowlege base setup on the Acronis site, official support tickets are raised there and then there is this forum on another site. I don't remember reading any praise for comprehensive solutions being in the knowlege base at the Acronis site.

    My limited experience using vendor help mechanisms generally indicates that Acronis is not much worse than what you can expect for many other consumer software products. If I was buying expensive enterprise version licenses I would expect very quick response.
     
  10. AKAJohnDoe

    AKAJohnDoe Registered Member

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    How is that possible?
     
  11. MrMorse

    MrMorse Registered Member

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    I aware of it what Acronis support has to provide.
    But the only thing I want to say: To prevent Acronis themselves from negative opinions they should only answer in threads which are not older than 2 weeks.

    The first week is for the members here in the forum to post a solution. After 1 week Acronis should become active.
    After 2 weeks Acronis should avoid any answer.

    That is my opinion but my membership is to short to give advices.
    MudCrab is right to say it to me. I am not in the position to assess it.
    I apologize for it.
    (In Germany we say: "with me the horses go through" ;) )
     
  12. seekforever

    seekforever Registered Member

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    I understand the point you and others are making about questions being too old to answer. On the other hand, just how happy does it make the person who asked it feel when there is no answer ever givent to the question - it just falls off the end of the earth? In a support environment such as in a company, the person would be contacted and asked if the problem still existed after an apology. Yes, it does happen in large company support systems when resources are short, a large project has overloaded the system, or a call prioritizing mechanism has dropped certain calls to the bottom. Shouldn't happen but it does.
     
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