Is Acronis Customer Service Department still exists?

Discussion in 'Acronis True Image Product Line' started by Stephanos G., Nov 12, 2008.

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  1. Stephanos G.

    Stephanos G. Registered Member

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    Is Acronis Customer Service Department still exists? I have purchased the acronis true image home 2009 which is crashes, i sent all the necessary (as above) info to them, but no answer after 1 week!
    It gives me the sense that this is the less effective way to solve my problem.
     
  2. cfreiling

    cfreiling Registered Member

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    Did you send the email to maintenance@acronis.com or another address? That's where I always send my email support questions to.
     
  3. Stephanos G.

    Stephanos G. Registered Member

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    I logged on my Acronis account, uploades the files and sent them. No reply.
     
  4. shieber

    shieber Registered Member

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    The amount of resources that Acronis devotes to support is insuffcient for the quality of product they've been turning out.
     
  5. Stephanos G.

    Stephanos G. Registered Member

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    And as a result the product is useless to me. It crashes, 20 sec after the loading, in my vista laptop. Let's wait...
     
  6. seekforever

    seekforever Registered Member

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    IMO, what you are seeing is typical of many companies who are on the edge. The edge is either caused by a financial situation due to business conditions or caused by management not wanting to spend more than the absolute minimum to get by.

    An unscientific recollection of the release of several versions is that support drops off on this forum prior to the release of a new version presumably because the support people are involved with some aspect of the roll-out. After the release they tend to be overwhelmed with the problems caused by poor QA - over and over and over and ... .

    TI has all the appearances of being directed by the marketing department with the addition of fancy features to give it an advantage in the comparison charts. Not all of this is the marketing department since users request various features as well to accommodate how they wish to use the product. I admit, it is difficult to market a product to consumers that just does imaging very well. Seasoned people may think it is great but it would look very weak on the shelf and in the reviews.

    I know that people are down on the slow or absent action by the support people. I hope they realize in most cases the real problem lies with management. Support is a difficult job because you are working an an area that is seen to generate a loss rather than income to the company so it has minimum resources. Support people often know what really needs to be addressed but they are frequently at the mercy of management decisions what a development person/team thinks is a bright idea. Often these technical bright ideas are unleashed without any regard to the peripheral consequences. One way to fix this is with a good change management program with all staff involved in making the decision on if and when a product or feature is to be implemented and released.

    I have said it before, Acronis has a gold-mine of information in this forum alone about TI problems and customer satisfaction pointing the way to correcting major problem areas. Unfortunately, nobody with any power in the organization is paying attention to it.
     
  7. Acronis Support

    Acronis Support Acronis Support Staff

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    Hello Stephanos G,

    Thank you for choosing Acronis Disk Backup Software.

    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.

    Meanwhile, please make sure you use the latest build of the respective version of Acronis True Image. To get access to updates you should first register your software.

    If the problem persists with the latest build, could you please clarify if there is any error message during the crash? Please clarify, what version of Acronis True Image are you using? Please also check if there is anything logged in Windows Event Log when the crash occurs.

    Thank you.
    --
    Marat Setdikov
     
  8. Stephanos G.

    Stephanos G. Registered Member

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    I haven't received an autoreply. I will pm my email.
     
  9. Acronis Support

    Acronis Support Acronis Support Staff

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    Hello Stephanos G.,

    Please check your Private Messages.

    Thank you.
    --
    Marat Setdikov
     
  10. Stephanos G.

    Stephanos G. Registered Member

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    Thank you, i will wait :)
     
  11. RAD

    RAD Registered Member

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    Acronis discovered a couple years ago that people will still buy a software product if they only do heavy marketing.
    Customer support, or a product that actually works are completely irrelevant.
     
  12. jehosophat

    jehosophat Registered Member

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    I posted 5 support calls. 3 even after a month have had no reply. One support response said "we've experienced some problems with our e-mail database and therefore we couldn't provide our customers with fast answers."

    The 2 other queries I found answers here in the forums. It appears to me that the support people rather than read and answer questions, just cut and paste standard bits of text which had no relevance to the question you asked. I presume that they have a monitoring system so a reply from support even if irrelevant counts as a response.

    Asking me to confirm that they can close the support call if I am "completely satisfied" is never going to work. I would like the manual to reflect what the software actually does, and until I see a change in the manual then the issue is not closed.

    TI2009 works for me the way I use it and has successfully restored my system at least 10 times. So it works. But scheduling, automatic backups and backups across DVDs these dont work for me in TI2009. If I could find a better software package at this price level I would use that.
     
  13. ibarnett

    ibarnett Registered Member

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    I have received an auto-reply on 1st November & nothing since.
    Acronis #1775963
    Ian
     
  14. Stephanos G.

    Stephanos G. Registered Member

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    Still no reply. I will try some other back up software. Enough!
     
  15. MrMorse

    MrMorse Registered Member

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    If necessary please report about the 'other back up software'-support.
    I'm interesting in other vendor-support.
     
  16. Acronis Support

    Acronis Support Acronis Support Staff

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    Hello Stephanos G.,

    We are sorry for the delayed response.

    We will take care about your case.

    Thank you.
    --
    Alexander Nikolsky
     
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