How does one get support here????

Discussion in 'Acronis True Image Product Line' started by adcss, Jun 20, 2007.

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  1. adcss

    adcss Registered Member

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    I submitted a problem report probably 3 or 4 times yesterday, but the submit screen never goes anywhere, and I get no response, so I tried posting in the support forum. No response there either!

    Even the comments on customer service submit screen goes nowhere!!!!

    What does it take to get a support issue looked at hereo_O?
     
  2. foghorne

    foghorne Registered Member

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    send an email to support@acronis.com. You should get an automatic acknowledgement with a ticket number. You should hear from a human about a week after that.

    F.
     
  3. thomasjk

    thomasjk Registered Member

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    Support unfortunately is not a great strength. I assume you registered at www.acronis.com before submitting a support request. You should have received an email after submitting. The other option is to Click on the Acronis Support user name in one of their posts to get their attention. Its typically about 48hrs before a response.
     
  4. adcss

    adcss Registered Member

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    Thanks for the tips, folks!
     
  5. adcss

    adcss Registered Member

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    IS THERE SUPPORT FOR THIS PRODUCT o_O??

    I have been trying to get help from Acronis support for more than 2 days now. Does anyone support this product or did I waste US$50 buying it?

    Someone, anyone from Acronis please contact me!

    Alan Davis
     
  6. foghorne

    foghorne Registered Member

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    Re: IS THERE SUPPORT FOR THIS PRODUCT o_O??

    I assume you have submitted a support request and have a ticket number?
    I did mention in post#2 that you might have to wait about a week for them to follow this up.

    F.
     
  7. adcss

    adcss Registered Member

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    Another user said typically 48 hours for a response. Like I said earlier, my support request online goes nowhere, so, no, I DON'T have a ticket! That is why I am trying to get the attention of someone from Acronis. I have tried emailing support@acronis.com, and that bounced. I tried emailing them here, and that has been ignored.

    I am disgusted with their customer service (or lack of it!)
     
  8. LenC

    LenC Registered Member

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    are their emails to you being blocked?
     
  9. adcss

    adcss Registered Member

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    No they are not
     
  10. Acronis Support

    Acronis Support Acronis Support Staff

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    Hello adcss,

    Thank you for choosing Acronis Disk Backup Software.

    We are sorry for the delayed response.

    Please be aware that in order to improve the speed and quality of its customer service Acronis has introduced alterations in its support practices: we no longer accept new requests by email. All requests should be submitted via your account on Acronis web site.

    Please also note that as thomasjk said, that usually you should be contacted within 48 hours, however some times it may be a bit longer. We always try to decrease the response time and contact our customers as soon as possible.

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

    Thank you.
    --
    Aleksandr Isakov
     
  11. EASTER.2010

    EASTER.2010 Guest



    Hmmm. Just curious as to if Acronic customers have access to/via telephone support or not AFTER purchase. Can you place an order by phone?
     
  12. shieber

    shieber Registered Member

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    your security software is probably interferring with the submission. Use the email as posted above.

    But best place for most kinds of help is posting your prob on this forum.

     
  13. adcss

    adcss Registered Member

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    As I have said before, the online problem submission does not work, and therefore I have no request #.
     
  14. DwnNdrty

    DwnNdrty Registered Member

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    Can you try that on another computer?
     
  15. adcss

    adcss Registered Member

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    I hear what you are saying, but really, that shouldn't be necessary. Security software is a fact of life today, and Acronis ought to know that, and ensure that their website design allows for it!
     
  16. Detox

    Detox Retired Moderator

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    Since Acronis Support is helping you now in a newer thread you have created I will close this one to help avoid confusion. Acronis Support may, of course, reopen this one at their discretion should they deem it necessary.
     
  17. Acronis Support

    Acronis Support Acronis Support Staff

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    Hello everyone,

    adcss, I have sent you the Private message, please check your inbox.

    EASTER.2010 Yes, if you prefer to order by phone, call +1 952 646 5157 and be prepared to give the operator your credit card information. Phone ordering is available 24 hours per day, 7 days per week.

    As for phone based support, note that this option is paid. Please have a look at this previous post of mine to find detailed explanation.

    Saying the above I will keep this thread closed. Should you have any further questions concerning Acronis software, please feel free to post any of them on this forum. We will certainly try to help you in resolving any issues.

    Thank you.
    --
    Aleksandr Isakov
     
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