Are Acronis suffering from selective amnesia?

Discussion in 'Acronis True Image Product Line' started by Faust, Nov 4, 2008.

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  1. Faust

    Faust Registered Member

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    As the title suggests, are Acronis/Digital River customer support suffering from selective amnesia?

    One or two of you may have read my posts at the weekend concerning the debacle I had when trying to purchase TI 2009 from the US website - internal server errors etc. - see below.

    I have now sent no less than 7 email requests to Acronis/Digital River customer support asking for a refund and quoting both the US and UK purchase order numbers for the same product with full explanation. They are also able to check that I have not downloaded from the US website. However, despite all the emails I have only received one reply and quite astonishingly the response makes no mention of my request for a refund and instead gives me full instructions with how to proceed with the download.

    What has happened to the Acronis 30 money back guarantee? Hell I haven't even downloaded the product. Just how does one get Acronis to respond to their emails and obtain a refund? :mad:
     
  2. bodgy

    bodgy Registered Member

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    Well semi-hijacking your thread, I've still had no auto ticket reply to the two tickets requests that I've raised.

    Colin
     
  3. Faust

    Faust Registered Member

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    I think the one thing in my favour is that I alerted my CC company within minutes of the transaction taking place and have registered a charge back request with them along with full history.
     
  4. rwt325

    rwt325 Registered Member

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    Had the same problem with purchases of Acronis products through Digital River some years back. Sent a formal letter of complaint directly to Acronis - I think a Moscow address at that time, and told them I wanted to buy Acronis products directly from them.

    They set up a direct account for me, and I have been using it ever since, downloading from the Acronis site. The acknowledgments still come from Digital River but they are prompt.

    Suggest you lodge a formal complaint with somebody at Acronis. Shoul be some contact info on their site.
     
  5. Faust

    Faust Registered Member

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    Finally had a response -

    Contacted with approval or denial - what cheek! :gack:
     
  6. jmk94903

    jmk94903 Registered Member

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    Now, if you had just given up trying to buy the product when you had trouble at the start, you'd be way ahead at this point.:D
     
  7. shieber

    shieber Registered Member

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    Since there is a 30-day satisfaction guaranteed, within that period, they cannot deny a refund on any grounds provided only that you requested the refund and are indeed dissatisfied, absolutely regardless of the grounds for your dissatisfaction.
     
  8. Faust

    Faust Registered Member

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    Well given the fact that the first attempt aborted due to their internal server error plus Live Chat advised me to purchase from UK website as the Digital River attempt probably hadn't gone through would I should think be reasonable grounds?

    The fact that I haven't activated any download or accessed the licence in any way from DR should also be enough proof - that and checking my account for the UK purchase. How long do they take to actually do something though - it's hard to distinguish between death and natural movement with Acronis I'm afraid. :argh:
     
  9. Acronis Support

    Acronis Support Acronis Support Staff

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    Hello all,

    Thank you for choosing Acronis Disk Backup Software.

    In order to proceed any post sales request (e.g. refund) you should contact our Support Department via our Live Chat service. This will not cause any delay, and our operator will be able to assist you immediately.

    Thank you.
    --
    Alexander Nikolsky
     
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