Tech support not answering

Discussion in 'Acronis True Image Product Line' started by Midnight Rambler, Jul 6, 2008.

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  1. Midnight Rambler

    Midnight Rambler Registered Member

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    What's up with tech support not answering my question (data backup stall on Vista OS - AGAIN)? I've submitted it twice over two weeks ago. And despite their acknowledgment (receipt) e-mail, no answer.

    Not as it used to be; usually an answer within two or three days.

    Makes me think they're overwhelmed with Vista issues or TI11 issues in general.

    Anyone else experienced a support delay like this?
     
  2. LenC

    LenC Registered Member

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    You'll hear stories about good and bad tech support. Why don't you just post your issue here. You'll get expert help.
     
  3. Acronis Support

    Acronis Support Acronis Support Staff

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    Hello Midnight Rambler,

    Thank you for choosing Acronis Backup software.

    Could you please tell me the number of your request in Acronis Support Department? I'll check how the issue is investigated and try to escalate the workflow.

    Thank you
    --
    Nikita Sakharov
     
  4. irish2

    irish2 Registered Member

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    I've been trying to get answer to a question for weeks, sent emails, brought it u on the web seminar, sent PM to Acronis Support here and no answer what so ever and I'm a potential customer for a large businesso_O?
     
  5. GroverH

    GroverH Registered Member

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  6. irish2

    irish2 Registered Member

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    Oh I did but for some reason they are avoiding one particular issue and their employee who gave the web seminar answered 2 questions I asked but ignored this one despite been asked 3 times and he ended the seminar by saying "if there is no more questions we'll end"

    If they don't support converting images from sas drives to vmdk's just say it but ignoring it is a bit unprofessional imo.
     
  7. irish2

    irish2 Registered Member

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    Still no reply to ticket logged or PM sent of my threado_O
     
  8. wcoole

    wcoole Registered Member

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    Ditto on my request Acronis #1576085. Auto-reply, but no action. :mad:
     
  9. Beach

    Beach Registered Member

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    I finally got a ref number back after 4 emails!!!! Come on guys. Now how long until I get a response back about the 4th email??
     
  10. MarkAtHome

    MarkAtHome Registered Member

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    Let's see.

    I ordered an update from v10 to v11 on 28 December 2007, and reported an install error that very day. I did receive a prompt reply not addressing the problem, but instead informing me that I now needed to resubmit the problem via web form. While I would have been happy to comply in the future, I felt that the problem could have been re-sent to the appropriate person in the meantime (all the appropriate info was included that would have been asked by the web form). The problem was never resolved. Note that this is simply back-story, and I'm not looking to rehash this issue.

    New issue with build 8101, submitted report via web form on 4 July, and received autoreply #1577426. No follow-up by tech support.
     
  11. Beach

    Beach Registered Member

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    My salesman told me they are revamping the support section right now, to try and be patient. I have been waiting over two weeks for the 2 requests that I have. And I paid for my customers Maintenance.
     
  12. nemesisdb

    nemesisdb Registered Member

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    I've been waiting since the 4th as well -- dealing with an issue that is significantly older.

    It wouldn't be as bad if there were ONLY an initial delay but there is a large delay between every response sent in regard to a particular issue.

    It really makes issues drag on forever -- especially when the intermediate responses given are useless.
     
  13. dougaross

    dougaross Registered Member

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    I submitted a problem on 5/18 #1487400 was asked for different info. twice. Each time there was a 2 week delay. Received an email asking if I was satisfied with their 7/4 response ( which I never received). I emailed back that I hadn't received it. Haven't heard from them since. Why would I ever recommend this company to anybody?
     
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