Is Acronis customer support really this bad

Discussion in 'Acronis True Image Product Line' started by frogfoot, Jan 4, 2008.

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

    frogfoot Registered Member

    Joined:
    Aug 8, 2004
    Posts:
    116
    Location:
    Yeovil UK
    Well, yesterday morning I decided to buy a copy of TI11 having just upgraded my PC to Vista, and bought a copy through RegNow - Digital River. The transaction went smoothly with my credit card being debited immediately, however the confirmation email did not include a serial number, just a download link. After a transatlantic phone call to RegNow they said it was a problem with the Acronis servers, and there was nothing they could do about it, however they did email acronis to report the problem. I also submitted a support request to Acronis. Needless to say after 24 hours I have only had an automated reply. So I have paid for something which has not been delivered.

    Is this really the way a reputable company behaves, they may have a good product but their attitude stinks. I also had a very unhelpful 'live chat' last night with Acronis support, who simply told me to email support and then hung up (after I had been waiting in a queue for half an hour!)

    I hope things get better

    Tom
     
  2. bodgy

    bodgy Registered Member

    Joined:
    Sep 22, 2005
    Posts:
    2,387
    Location:
    Qld.
    Have you checked in either your or your ISP's spam box?

    It has been known for Acronis emails to wend its way there for no apparent reason.

    Has Digital River sent you an invoice yet, as the licence is normally on that as well.

    Colin
     
  3. frogfoot

    frogfoot Registered Member

    Joined:
    Aug 8, 2004
    Posts:
    116
    Location:
    Yeovil UK
    Yes, all my spam is directed into an IMAP folder that is easily accessible.

    The only receipt I got had no serial number (just a blank space where it should be)

    I have pasted its contents below.


    Thank you for your recent purchase! Provided below is important information about the delivery of your products. It is recommended that you print or save this email for future reference. Should you experience any product related problems, please use the support information found below.



    PLEASE LOOK FOR THE FOLLOWING ON YOUR CREDIT CARD STATEMENT "DRI*ACRONIS TRUE IMAGE"

    --------------------------------------------------
    Order Details
    --------------------------------------------------
    January 3, 2008


    Acronis True Image 11 Home (4864-32)
    Support E-Mail: support@acronis.com

    The product may be downloaded from:
    Click here <http://wgt.digitalriver.com/wgt/xxxxxzzzzzyyyyy/yyyyyyyyy/rn_v4864/TrueImage11_s_en.exe>

    Your license name is: Tom XXXXXX
    Your license code is:

    --------------------------------------------------
    Billing Information
    --------------------------------------------------

    Order ID: xxxxxxxxx-xxxxx-xxxxx
    Order Total: 26.27 GBP

    PLEASE REMEMBER THIS CHARGE WILL APPEAR ON YOUR BILL FROM "DRI*ACRONIS TRUE IMAGE"
     
  4. Ray Clare

    Ray Clare Registered Member

    Joined:
    Nov 18, 2007
    Posts:
    59
    When you completed placing the order, the website presented you with a summary page in confirmation of the order. I hope you printed that, because that is where your serial number is. Directly under the description of the product in the line items.

    It doesn't come on the confirming email.

    Good luck
     
  5. frogfoot

    frogfoot Registered Member

    Joined:
    Aug 8, 2004
    Posts:
    116
    Location:
    Yeovil UK
    As it happens I did print it out, however it the space where the serial should be was blank, so unfortunatly I am stuck untill someone at agnitum pulls their finger out.
    Tom
     
  6. cooljoe

    cooljoe Registered Member

    Joined:
    Jan 8, 2008
    Posts:
    1
    The exact thing happend to me about an hour ago when I tried to purchase through RegNow. I was told by RegNow it may take 2 days to get a response. So much for using the get it now download method.
     
  7. jeffn

    jeffn Registered Member

    Joined:
    Mar 21, 2007
    Posts:
    10
    Acronis is really that bad. I bought version eleven through RegNow and have sent four emails to support and submitted arequest through the website so I would get a faster response. That was 5 days ago....

    Same thing for me. I was billed, I got an order number, I did not get a serial number.

    Extremely poor customer service. Bad, Acronis. Bad.

    -jeff
     
  8. bodgy

    bodgy Registered Member

    Joined:
    Sep 22, 2005
    Posts:
    2,387
    Location:
    Qld.
    The problem here seems to be lying with RegNow rather than directly with Acronis. Though one would think that someone in marketing at Acronis might be having a few words with the powers that be at RegNow.

    I suppose RegNow are an authorised transaction agent like Digital River for Acronis products.

    Colin
     
  9. jeffn

    jeffn Registered Member

    Joined:
    Mar 21, 2007
    Posts:
    10
    Colin correctly points out that it was Digital River instead of RegNow. I looked back at the headers in the license email which had the order number but blank license and although is addressed from support@acronis.com, it actually comes from the DR mail server. I'll direct my anger to them too.

    Still...this shouldn't take 5 days to resolve. Anything other than a boilerplate email from Acronis saying how much they appreciate the opportunity to assist me, and of course value me as a customer, would have been nice.

    -jeff
     
  10. Acronis Support

    Acronis Support Acronis Support Staff

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

    Thank you for interest in Acronis Disk Backup software

    Due to some technical reasons there were no serial numbers for Acronis True Image 11 Home provided in orders placed in RegNow online store. The issue was fixed shortly and it's working fine now.

    Please accept our apologies for the delay with support requests. There were a lot of requests due to amount of orders placed via RegNow store at that time. All the support requests would be answered and all of the customers that have not received serial numbers would be provided with it.

    Thank you.
    --
    Michael Levchenko
     
  11. jeffn

    jeffn Registered Member

    Joined:
    Mar 21, 2007
    Posts:
    10
    I'm STILL waiting. Could someone track down my license key? My ticket number is #1288066. My emails regarding this have gone mostly unanswered.

    Thanks.

    -jeff
     
  12. Acronis Support

    Acronis Support Acronis Support Staff

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

    We are very sorry for the inconvenience. We have sent you an e-mail with your serial number, please check your mailbox.

    Thank you.
    --
    Marat Setdikov
     
  13. Big Tom

    Big Tom Registered Member

    Joined:
    Oct 2, 2007
    Posts:
    21
    Quick answer: YES, they are.
     
Thread Status:
Not open for further replies.