Does Acronis have tech support?

Discussion in 'Acronis True Image Product Line' started by RadicalDad, Nov 23, 2008.

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  1. RadicalDad

    RadicalDad Registered Member

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    Does Acronis have tech support? I've sent 4 emails about serious bugs in ATI 2009, but haven't heard anything in over a week. Are the lights on over there?
     
  2. TerryFox

    TerryFox Registered Member

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    Hi ... I would say they don't have enough staff to help everyone with their problems but they do respond back , it just takes time for it . Did you try with the " Live chat " support ?
     
  3. RadicalDad

    RadicalDad Registered Member

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    Live chat gave me answers that turn out to be false. I'm guessing the Live Chat is for folks that have more basic operational questions than the ones I am asking. Though come to think of it, the Live Chat answer I got to what should have been a simple operational question was also wrong - or worse, perhaps the program just doesn't work.

    So no, Live Chat doesn't work for me. I need someone with the ability to kick this upstairs to someone who really knows.
     
  4. TerryFox

    TerryFox Registered Member

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    Okay and did you mention that their suggestions didn't work ? Because I know when ever I tell them that they will make a case number for me for someone else to handle the situation , which they do look into , it might take a long while but they do .
     
  5. oldaussiedog

    oldaussiedog Registered Member

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    RadicalDad,

    Unfortunately but realistically, expect reponse time to be measured in weeks, not days. That has been my experience, and even if you provide all of the reports and repeatable steps for producing a problem, I have doubts you will see a fix in anything like a realistic time, if at all, unless your problem is a simple Linux/hardware one that can be resolved with a different ISO for the Recovery CD.

    There were a significant number of problems raised for V11 but as far as I know only one or two updates were ever released before they apparently abandoned further fixes on that version. There have also been quite a number of problems with TI 2009 with only one update very early in its life. I have almost given up on ever seeing my problem resolved, and that dates back to September, was present in v11 and continues in v12.

    Best of Luck.
     
  6. RadicalDad

    RadicalDad Registered Member

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    TerryFox -

    I have four case numbers from the emails I have sent them. Still, no response.

    OldAussieDog -

    I've not dealt with Acronis before. In reading these threads, it seems that version 10 was the last stable version. In my testing, it looks like version 12 (2009) is way too buggy to use. Seems like they are no longer interested in producing quality software, nor are they interested in providing tech support. Would one assume that Acronis is no longer good company to deal with?
     
  7. oldaussiedog

    oldaussiedog Registered Member

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    RadicalDad,

    Version 10 was good, and I found it very stable. Unfortunately technology has moved on and it isn't able to handle some of the newer equipment. I thought v11 was absolutely terrible. TI 2009 (v12) works OK as far as using it to produce full partition images, which is what I use it for.

    There is a problem with date/time markings with the Linux based recovery CD, and with including validation into the task when an image is written direct to DVD's, both of which have been reported to Acronis (and they remain silent about) and also apparently a problem if Office 2007 is installed. From what I have read, most of the other problems with TI 2009 seem to be with the enhanced functions.

    The CEO of Acronis left just recently. His main claim to fame seems to be that he increased the turnover of the company considerably during his tenure. Perhaps the new CEO recently appointed might be more concerned about the loss of the Company's image than his predecessor was, and might do something about both quality assurance and customer support, both of which are astonishingly poor at the moment.
     
  8. RadicalDad

    RadicalDad Registered Member

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    What a pity, as I got interested in Acronis on the advice of three other people. Guess they're not using the newest versions.

    Any recommendations for other software that can do this job? I'm looking for simple to use bare metal backup that will create both full and incrementals. Easy to use is critical for the non-technical folks I work with, and incrementals are important on a time basis. Backups tend to not get done if its hard to do or takes a long time. We just had a machine die without proper backups, so I'm on the warpath about this right now.
     
  9. MrMorse

    MrMorse Registered Member

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    ...there is a new build 9646 of Ti2009. It fixes a lot of bugs...
     
  10. RadicalDad

    RadicalDad Registered Member

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    Thanks MrMorse -
    Perhaps there is an update for the German version, but I see no available updates for the English version beyond what I downloaded last week.
     
  11. MrMorse

    MrMorse Registered Member

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    "Vice Versa" ;)

    English version was available before German version (today: 2008/11/29)
     
  12. GFD

    GFD Registered Member

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    Hi,

    I've send severals mails to Acronis support regarding DD V10 and TI V11 without respond.
     
  13. TerryFox

    TerryFox Registered Member

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    Well all I can say from my experience with Acronis within the last few years ( 5 years ) I have send them maybe about 6 request for tech help and I got an respond back everytime . Sometimes it took awhile but they did respond back .
     
  14. ALS57

    ALS57 Registered Member

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    Not me, zero response
     
  15. MrMorse

    MrMorse Registered Member

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    When? Yesterday?
     
  16. MudCrab

    MudCrab Imaging Specialist

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    By mails, do you mean emails or did you log into your account and submit a support request? As far as I know, Acronis stopped responding to direct emails.

    You could also try the Live Chat option.
     
  17. RadicalDad

    RadicalDad Registered Member

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    What a sad commentary. "Acronis stopped responding to direct emails." As near as I can tell from the people posting here, Acronis has stopped responding altogether, and it doesn't matter how you contact them. I sent four requests for support, all by logging into my account. Its been well over three weeks now. No response.

    As for Live Chat, its useless. The Live Chat operators don't know the product.

    Too bad. It appears that Acronis used to be a good company with a good product. That is history now.
     
  18. jhwker

    jhwker Registered Member

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    Sent support request two weeks ago through my account. Get email saying
    Nothing since then.
    Acronis may have tech support but either it is really slow or really bogged down servicing requests generated by its buggy software...
    I've been a loyal TI user since version 9 but Paragon's Drive Backup Pro is looking better all the time. At least their support forum is not a beehive of disgruntled and frustrated users begging for help...
     
  19. Acronis Support

    Acronis Support Acronis Support Staff

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    Hello RadicalDad and everyone interested,

    Thank you for choosing Acronis Disk Backup Software.

    We are sorry for delayed response.

    Could you please let us know your Acronis request number (e.g. [Acronis #123456]) which was sent to you in autoreply to your letter? We will find out how the investigation of your issue is going. If you have not received an autoreply then please send us a Private Message containing your e-mail address.

    Thank you.
    --
    Marat Setdikov
     
  20. jhwker

    jhwker Registered Member

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    Finally got tired of waiting for Acronis support to respond and switched to ShadowProtect...

    The only email I have gotten from Acronis was a advertisement trying to sell me what I already own with a "Free" VIP support add on. Looks like they have discontinued free support for their products...

    Doesn't matter to me anymore as I have moved on.
     

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    Last edited: Dec 20, 2008
  21. caleum

    caleum Registered Member

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    Although this user has given up, I'd like to provide a tip to others in a similar situation. It might be to your advantage to employ some social engineering tactics; this really goes for any company (all tech support sucks on some level).

    Step one: download an acronis trialware program and give it a vaild email/phone number (even though you may have already purchased it).

    Step two: When a sales drone emails or calls you, tell him about your problems communicating with the tech department, and imply that you're not willing to purchase their product without first getting support. And for faster replys from the tech people, simply cc the sales person with all email correspondence.

    Step three: ...?

    Step four: profit!

    Hey, worked for me.
     
    Last edited: Dec 20, 2008
  22. Kapiti

    Kapiti Registered Member

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    I doubt that you will find StorageCraft any better, I sent a support request to StorageCraft weeks ago and apart from a reply acknowledging that they had received my request for support, I've heard nothing back. Six of one, half dozen of the other.
     
  23. m4m4m

    m4m4m Registered Member

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    I'm going to disagree on this one.

    I have a completely different personal experience regarding StorageCraft. In my experience they are 100 times more responsive than any of the other backup software companies. The forums also provide a lot of useful information (though many people seem to fail to use the 'search' option - but that's a different issue).

    And I have to be honest, I don't know many companies that have one of their senior software engineers answering questions on a forum. You'll also see the CTO post answers from time to time! And these are detailed, technical answers - not answers like 'thanks for contacting Acronis...try re-installing'.

    What's more surprising to me is that they all have the patience to answer even simple follow-up questions. I saw one post where a person complained that ShadowProtect must have 'deleted' one of his *.exe files for google earth. The SP guys were patient enough to point out, that the google earth app installs into a folder that was different from the one he was looking in!!
    eeesh.

    Another user started bashing SP in the forums, demanding questions on....VMware! The answers were in the VMware manual on page 10, or 11, but the guy didn't even both reading the manual. I would have told him to calm down and read the darn VMware manual, but SP actually provided detailed answers to him. Since when have you seen that with Acronis or Ghost?
     
  24. Kapiti

    Kapiti Registered Member

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    Your experience with StorageCraft support staff is obviously different to mine; for instance I contacted StorageCraft support staff in early November and apart from the acknowledgment from the support people stating that a member of the support staff would contact me shortly, I've heard nothing more.
    Just to make myself clear, I'm not bashing StorageCraft, neither am I fan-boy for Acronis, I'm just making a truthful statement in regards my experience with StorageCraft support.

    As I said before "six of one, half dozen of the other" when it comes to both StorageCraft, and Acronis support.
     
  25. grnxnm

    grnxnm Registered Member

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    @Kapiti - What was your issue? Maybe I can help.
     
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