anyone else having a hard time getting a refund?

Discussion in 'Acronis True Image Product Line' started by napatec, Oct 13, 2005.

Thread Status:
Not open for further replies.
  1. napatec

    napatec Registered Member

    Joined:
    Feb 7, 2005
    Posts:
    29
    Hi all,

    I am asking this here because it's about a thousand time faster to get a response than dealing with Acronis or digitalriver

    I'm still working on getting a refund from Acronis or DigitalRiver for my purchase of trueimage 9

    Today I finally got a response but it looks like they want me to sign a legal agreement. The only problem is the agreement wasn't filled out properly to reflect the true reason for my refund request. I hope this is a simple mistake or... if it really is not a legally binding agreement then I could go ahead and accept.

    I have written back but I don't know if they respond to replies at those addresses.

    Has anyone recently received a refund and what was the process like?

    And how long should I expect it to take?

    thanks,
     
  2. davr

    davr Guest

    how fast did they get back to you. I asked for a refund a day ago with no response. Truly sucks how they treat their customers, not going very far like this...
     
  3. davr

    davr Guest

    were you able to unistall? I run the unistall, it says it completes but leaves all the registry keys and file folders... now I have to manually remove this crap. I dont recommend this to anybody.
     
  4. bigc73542

    bigc73542 Retired Moderator

    Joined:
    Sep 21, 2003
    Posts:
    23,873
    Location:
    SW. Oklahoma


    I have dealt with Digital River many times and the legal agreement they want you to fill out or sign is usually a COD (conformation or certificate of destruction) you are agreeing to destroy all copies of the product that you are getting a refund for. it is pretty standard procedure. And they are a binding agreement once you sign it.
     
  5. napatec

    napatec Registered Member

    Joined:
    Feb 7, 2005
    Posts:
    29
    thanks for the quick responses guys,

    If the agreement is legally binding then it should accurately state what I am agreeing to so I will have to wait until it can be corrected.

    They claim that the reason for the refund request is that I was unable to download the product. If that was true why would I have to destroy/uninstall something I don't have?

    The information on the form is not editable, I cannot change it, I can only accept or decline. I have written back but now I get the canned auto-responses to read the FAQ's and try the lastest version and all that.

    AS for the time for them to get back to me was about two days. I wouldn't go by that though because I only received a response after doing the online chat thing on Acronis' website. I talked with a guy named Goerge, I asked him how long it would take to get a refund, he never answered that question.

    I just got the old contact support and try the latest version runaround from him, the only thing he may have done is escalate the issue since I told him I had already sent in all my order info to digital and acronis and had no response.

    the next day acronis was offering to me to pick a free product for my trouble.

    I declined that, if they really wanted to please me they could have compensated me for my time. giving me a free product in no way requires the same effort that was lost on my part, it's nowhere near an even trade.

    I have repeatedly had to tell them I am no longer interested in any acronis product, and after this refund experience I probably won't be back.

    Just as an example I did go on to find a great product that did all the imaging in a fraction of the time compared to acronis, you'll have to contact me privately if you want to know, I have already been accused of spamming this list so I won't dare invoke the rath of a particular moderator and get censored again. I am an infrequent poster so I forget the rules, an innocent mistake and I stand corrected.

    Anyway to continue my story I purchased a single product from this company and the next day decided on a bundle they offered, so I wrote to their support, they responded within half an hour and said to go ahead and purchase the bundle and email them both order numbers which I did.
    The next morning there was their email notification that the refund had been processed from my original order. Their support was outstanding.

    that's my two cents
     
  6. sandokan

    sandokan Registered Member

    Joined:
    May 14, 2004
    Posts:
    112
    Maybe if they had offer you a Cuban cigar it would have been even, don't you think?
     
  7. napatec

    napatec Registered Member

    Joined:
    Feb 7, 2005
    Posts:
    29
    I have received emails now from two different people at Acronis, they both are nice and appoligetic, and state that I will get my refund "shortly"

    I don't know if that means they will give the refund directly or if I will just end up back where I was today with the false "Agreement to Destroy Intellectual Property" letter from digitalriver, or how they define shortly.

    Sandokan...I promise to send any cigars right to you if I get one, I haven't smoked in years...except out my ears on occasion of course, but that could have been steam...
     
  8. Ana

    Ana Guest

    ok based on their return policy there should be no questions asked http://www.acronis.com/homecomputing/sales/retail/refund/

    Refund Policy

    Within 30 days of your software download purchase, you may request a full refund from Acronis for any reason. We cannot accept returns more than 30 days after your download. To return software download to us, please email info@acronis.com with your full name, address, telephone number, product name, order number, and serial registration code. Acronis cannot refund purchases made at retail outlets. Please refer to the retail outlet's refund policy on this matter.

    I have asked in 3 different e-mails to receive a refund and I do get a very decent apologetic reponses asking me to install another build or choose to download another product. I really just want the refund I have lost a lot of vaulable time trying to get their software to work with out technical support help. (they got back with me 4 days later)

    This is the last response...

    "Dear Ana,

    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.

    Thank you.
    --
    Best regards,
    Dennis Kurochkin"
     
  9. Ana

    Ana Guest

    I'll let you know how this ends...
     
  10. napatec

    napatec Registered Member

    Joined:
    Feb 7, 2005
    Posts:
    29
    Hello Ana,

    thanks for the info on your refund request, I have good news in that my refund for 49.99 has just posted to my bank account today.

    On the 14th Acronis notified me that my refund had been processed and to allow 5-7 working days for it to show up, so they beat their own time estimate.

    However after going through the process I now know that Acronis has another department in their organization that's not listed anywhere or called anything.

    I will call it the "Refund Resistance Dept." actually every company has this built in to some extent.
    I understand that no one likes to lose customers, they just shouldn't call it a no questions asked, or for any reason refund policy. It should have the wording state that if your problem is still unresolved after reasonable attempts to correct it then we will promptly refund your purchase.
    I don't know how legal that is but it's more along the lines of what they want to do after you request the refund.

    let us know how you make out in the end Ana
     
  11. DThomas

    DThomas Guest

    Last edited by a moderator: Oct 19, 2005
  12. Acronis Support

    Acronis Support Acronis Support Staff

    Joined:
    Apr 28, 2004
    Posts:
    25,885
    Hello davr,

    If you do not receive any response from Acronis Support Team please let me know your Acronis Request # which will be sent to you in autoreply.

    Thank you.
    --
    Irina Shirokova
     
Thread Status:
Not open for further replies.