First of all, I usually don't like leaving messages like this, and in fact this is my first time I have ever did this. My whole experience with Acronis's customer support has been the most frustrating experience I have ever had with purchasing a product. It really seemed to me nobody was listening to what I was saying and their goal was to ignore me and lengthen the process. All of this leading to a very disappointing experience and one I won't soon forget. 1. Purchased this product based on hearing it was the best image backup product out there. So I downloaded it and installed. 2. Immediately completed an image and tried to boot up from the rescue disk to make sure it would work. Unfortuantely, my internal drive or my USB drive would not work or be displayed. In fact, after I tried to use the rescue disk, I could not even reboot my PC without freezing at the bios screen. It took 10-15 times of rebooting before I got it back to life. It was a big sigh of relief since I actually thought my entire PC was corrupted. 3. Because of that initial experience and the possibility of it ruining my PC, I decided I wanted to see what options I had for a refund. I know I could have spent time troubleshooting it with support, but I lost confidence and I was just plain scared to death to mess with my PC. There was no way I was going to gamble. 4. I then entered into a LIVE chat session with support and asked what my options were and they indicated I could have a refund and pointed me to the refund link. I immediately completed the form and expected the refund process to be initiated. 5. Instead, I receive an email from support asking me about my problems and wanted to start troubleshooting. Since I submitted a REFUND form and did not try and contact support, I thought it would be clear that all I wanted was a REFUND, no troubleshooting. 6. I responded with email to them once again reiterating that I did not want to troubleshoot and that all I wanted was my refund. I even copied their own refund policy in my email explaining that I could do this within 30 days of my purchase. Since at this point I wasn't really mad at anybody (just thought this wasn't a good fit for me), I also provided support some of my details in case it could help others down the road. 7. Support responded to that email asking me to further troubleshoot. They once again completey ignored my request for a refund (even though this whole process started with a requets for refund). They did not even acknowledge my refund just continued to troubleshoot. To continue being a good sport, I did try what they asked and it still did not work. Even if it would have, I would still have wanted the refund because it would require working in a non-standard way. 8. Once again I sent an email back reiterating I only wanted a refund and was not interested in troubleshooting. All of my emails were very clear that I only wanted the refund. 9. I received yet another email from support now asking me if I wanted to substitute this product with another product. This is where I basically lost it. All of my emails made it clear that I wanted a refund, but they continued to ignore it and offer me everything but the refund. I once again sent an email saying I only wanted the refund and now I'm waiting for a response. The funny thing about this whole situation was initially I was not mad that the software didn't work out, just assumed it was not compatible with my setup. I even would have considered purchasing it again in the future if I felt confident the issues would have been resolved. However, after all this, there is not a chance that I will make a purchase from this company again. I made it clear so many times as to what I wanted and they have completely ignored me. I really hope I'm not being stringed out past my 30-day window of being able to return it.