What response time should I expect from 'non-premium' Tech Support ?

Discussion in 'Acronis True Image Product Line' started by WineGuy, Jul 24, 2008.

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  1. WineGuy

    WineGuy Registered Member

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    I recently puchased True Image Home v11, and have been unable to successfully perform a Data backup. After attempting many combinations and then unsuccessfully searching for online assistance, I reported the problem using the online Technical Support form; that was over a week ago. shortly afterward, I saw a forum posting that looked like a similar issue and appended my problem there (hoping that another user could help, or that I might get a response from Acronis employees that are said to monior the forum). I have heard nothing from Acronis.

    What level of response time should I be expecting? I see that 'premium' (for pay) service is available, but I am just a home user and can't really justify paying for support. The product is basically useless to me as-is. What level of response have others received?

    WineGuy


    FYI - Recap of my ATI v11 problem:

    I am just trying to make a large (roughly 300MB) new full 'My Data' backup. True Image Home v11 is installed on my Windows Vista 32 machine. I am trying to back up data from my normal internal HDDs to a USB connected external 1TB HDD.

    I follow the wizard along the "My Data" path for a 'new full backup' to an Acronis Backup Location only limit set is 800MB max size) that I have set up on the external HDD and things begin well. However, after about two hours (never stopping exactly on the same files or %, but roughly at just over 100MB being backed up), the system pops up C++ Runtime error windows (blank/empty) and True Image locks. When the C++ windows are closed, Vista says that it must stop the ATI program.

    True Image has stored a .TIB file, but all attempts to access the file yeilds a message that "An error occurred when opening the bacup archive. Cannot continue the operation due to either the backup is corrupted or..." The Event Log almost always has no error message noted (just stops after a "Create Full Backup..." informational message. I know of no way to further debug the problem.

    I've tried some smaller 'Data' backups; they all complete correctly. A system image backup also completes successfully (roughly 150MB). I even used Vista Backup as a test, and it completed successfully (standard data, not Premium image). I've tried dozen of variations in selecting the data: by 'type' (music, image, etc.), by location (drive D:, etc), etc.; all fail in the same way. Any assistance would be much appreciated.
     
  2. DwnNdrty

    DwnNdrty Registered Member

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    Try it using the bootable Rescue CD. However, if your data is mainly music, video, and picture files, you'll not gain any advantage by the compression True Image offers in a Data Backup. So you might as well use Windows Explorer to simply copy those files over to the external drive. If you want some kind of batch backup of those files, use something like Karen's Replicator or I believe a user here recently recommended Sync Toy.
     
  3. mediocreguy

    mediocreguy Registered Member

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    I'm having the same problem with ATI version 11 - I've been trying to get a response from tech support for several weeks now as my backups fail as well. Version 10 worked fine, but I liked the ability to exclude certain folders from the backup - new to V11. I've been using ATI for years - very successfully. I'm very disappointed and puzzled by their recent silence...

    In my case, the log was saying:

    Details:
    Unable to create volume snapshot (0x70021)
    Tag = 0x2CBDD167CBCA9580
    Failed to enumerate open files on volume. (0x10C451)
    Tag = 0x14181C22EF45ADBD
    The parameter is incorrect (0xFFF0)
    code = 80070057)
    Tag = 0xBD28FDBD64EDB8AF

    I finally figured out what was going on - I was trying to image the entire hard drive, including the "boot" drives that are not online when Windows is running (they usually contain diagnostic and rescue information). When I removed all drives except C: the backup started working. I guess the program was trying to enumerate open files on offline disk volumes.

    This is still a bug, because the point of this tool is to be able to create an image of the entire hard drive - to be used for a bare-metal restore if necessary (and it has always worked in previous releases). Maybe they will fix this in a future update...
     
    Last edited: Jul 24, 2008
  4. WineGuy

    WineGuy Registered Member

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    Mediocreguy,

    Glad that you were able to resolve your own problem...

    Thought that I'd give you an update on mine. I still haven't had a response after two weeks from my first Tech Support submission, but Marat picked up on my post to one of the forum entries (https://www.wilderssecurity.com/showthread.php?t=214381), and asked me for the usual input. If you look there, you'll see that I provided by submitting a new Tech Support request and noting it in the string. I'll post any future responses / times that I receive.

    I guess that no one else in the forum is having trouble getting assistance.

    WineGuy
     
  5. MrMorse

    MrMorse Registered Member

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    My experiences with Acronis support are good experiences.

    After opening an own issue Acronis answered after one day.

    There are four or five emails between us to get and send the right needed data.

    Now the issue is pending because the problem is investigated by the development.

    I have enough time to wait and I'm exited what the result will be...
     
  6. sophiesam

    sophiesam Registered Member

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    I've waited six weeks for a resolution to Try and Decide problem. I have ticket numbers but no response not even a 'We are working on it'. Response used to be 2/3/days!
     
  7. Acronis Support

    Acronis Support Acronis Support Staff

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    Hello everyone,

    Thank you for choosing Acronis Disk Backup Software.

    We are sorry for delayed response.

    WineGuy, please see my reply in the thread you mentioned.

    mediocreguy and sophiesam, 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.

    Thank you.
    --
    Marat Setdikov
     
  8. kC_

    kC_ Registered Member

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    Acronis #1623282

    10 days ago!!!!... yet to recieve any help from acronis:thumbd:
     
  9. WineGuy

    WineGuy Registered Member

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    To answer Marat...

    I saw your response... another request for information. All that I've received from you so far are requests for data.

    So again, the history is that I purchased ATI on 7/14 and installed it. I have yet to be able to make data backups, reporting that first problem on 7/18. I also reported the problem in this forum on that date (www.wilderssecurity.com/showthread.php?t=214381). When you finally got back to me and said that you couldn't find the info, I opened another technical request on 7/29 ([Acronis #1611492).

    Within that forum thread where you've asked for data three times (responding usually after 10 days or so, being "sorry for delayed response"), I've sent some and have been unable to send some due to the size restrictions of transmissions to Acronis (I also opened another ticket noting these issues, and have had no response to that request Acronis #1640743 opened on 8/15).

    So, the net is that I've never had any response from Acronis to any of the technical issue requests that I've submitted via that mechanism. All I've ever heard in the forum is your somewhat cannned requests for data, which your support systems do not allow me to completely send.

    I realize that technical support is an overwhelming and underappreciate job, I'm not blaming you specifically. What I am saying is that I purchased a product that simply doesn't work for me, and for which I cannot get problem resolution. Moreover, since I can't make the backups I needs, this is leaving me vulnerable to a catastropic event. I will wait a few more days for some assistance that will help me; after that I see know recourse but to pursue a refund and purchase a competitive product.

    WineGuy
     
  10. kC_

    kC_ Registered Member

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    Acronis ticket #1623282 - now at 21 days and still nothing:thumbd:
     
  11. Acronis Support

    Acronis Support Acronis Support Staff

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    Hello WineGuy and kC_,

    We are sorry for delayed response.

    Please check your Private Messages.

    Thank you.
    --
    Marat Setdikov
     
  12. WineGuy

    WineGuy Registered Member

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    Marat,

    Thanks for the message. I made contact with Andrew in tech support. As has been the case since the beginning, I keep recreating the problem and collecting / sending data, with seemingly no progress toward the resolution of what seems like a simple scenario (just trying to perform a data backup from my Vista machine to a USB hard drive). I gathered the last info that was asked for and sent it a week ago; I have not heard anything since (even in response to my 'did you get it' message).

    I am nearing two months of not having workable backup, even after my investment of what must be approaching one-hundred hours of effort on my end. I work for hours, send data to Acronis, and then a week or two after my input get a request for the same / more data. This really doesn't seem to be moving toward resolution.

    WineGuy
     
  13. dougaross

    dougaross Registered Member

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    Sounds like their normal service to me. My problem open since May. When I asked about status on 8/25 their response was "We are sending you this letter to assure you that your message has been received and is being processed. Please do not submit your request more than once; multiple submissions generate extra paperwork that simply slows down response times." But still no response [Acronis #1656682] re: #1487400
     
  14. WineGuy

    WineGuy Registered Member

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    Well, I think I have a good idea what to expect now after two months of this...

    I get a mostly useless canned request for more info about every two weeks or so after I post here. After about six weeks, I had a more in-depth session of problem recreation and data gathering with another tech support person. Nothing since.

    On this anniversary date, I went out and purchased a competitive product and will end my dealings with this poor support..!

    WineGuy
     
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