Acronis, Inc.

Hello ***,Thank you for sharing your concerns and I am very sorry for the experience. Please let us know the dates and the number you dialed from to reach out corporate office so that we can review the situation internally.The reason for misunderstanding in terms of getting a free upgrade came
to be because the support calls were closed after the initial contact, as there was a suggestion to check if the new version resolves the issueDid you have a chance to download the trial version and check if the following issues that you logged were resolved:Backup issueManual removal of outdated backupsSync issuesNon Stop Backup issuesIf Acronis True Image Home does not have the issues that you reported initially we will be glad to provide you with a free upgrade.We can also provide you with a downgrade to Acronis True Image Home or provide you with a refund for your original purchase of Acronis True Image Home.Looking forward to your response.Thank you,***

Hello, As a gesture of a goodwill, our senior management team approved the refund.Here is the refund confirmation link: *** The money will get back you bank account within next 5-business days.Thank you for your cooperation and we hope you will consider our products in the future. --Acronis Team

Hi ***,Per your request, we have submitted a refund request for the order # *** to our on-line storeYou are going to receive a credit notification from the on-line store that managed this purchase, ***, in business dayThe payment is going to be transferred back to your
account within approximately 5-business days depending on the internal operations and policies of your credit organizationPlease check the receipt of the refund with your bank and let us know if you have received it.You can also check the following link to the order/refund confirmation page: ***oh that'sThank you

Hello ***,My name is *** and I am a senior support manager in Acronis Customer Central.Your case has been escalated to our Expert Team and we are reviewing this on priority.An engineer will reach out to you.I apologize for the experience.Thank you,***

Hello ***, We have sent you the following email on Nov 12, at 7:PM (GMT):================================--------------- Original Message ---------------From: *** *** ***Sent: 11/12/7:PMTo: ***Subject: [***] Bootable media doesn't boot [ ref:_*** ]*** Please do not change the subject line of this email; otherwise, your response will not be received***Hello ***, This is *** a Priority Support Engineer form Acronis Customer Central.We suggested you to use trial version of Acronis True Image trial to check if the following issues has been resolved or not:-- Backup issue-- Manual removal of outdated backups-- Sync issues-- Non Stop Backup issues-- Cannot Open TIB Archives in Explorer-- Bootable media will not load. If Acronis True Image Home does not have the issues that you reported initially we will be glad to provide you with a free upgrade or we can provide you with a refund for your original purchase of Acronis True Image Home.I look forward for your response. Best regards, *** ***Priority Support Engineer Acronis Customer Central For common issues with known solutions please refer to our Knowledge Base at http://kb.acronis.comYou can always find the latest status of this case in your account at https://www.acronis.com/my/cases Our mission is to create Customer successOur Management Team welcomes your feedback on how we can improve the overall support we provide to youPlease send your comments, suggestions, or concerns to ***.ref:_***================================If version works for you, then we will gladly upgrade you

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
I have yet to hear back from the company after accepting the resolutionRegards,
*** ***

The refund has been provided to the Customer

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
[Regardless of what, if a customer bought a wrong type of software from you guys, you guys just won't give refund what so ever? oh wait, you guys do provide days no reason ask refund for customers (home products) but not for business Why not? it shouldn't matter, both are consumers That is pure bias, not to mention the price for your business level products are like times higher than home products Moreover, when I contacted your ecommerce merchant *** support, they said refund is denied due to your (Acronis) terms and conditions I asked to provide the documentation regarding the refund policy, they couldn't provide me with any Then I contact your support to show me the terms & condition, your support can't provide it either A day later you guys changed the statements from "refund denied due to terms & condition" to "no-refund policy" There were nothing on your site saying no refund for business products when I purchased the product, I am sure you guys must had added it by now Mind explain to me the bias your company have between home consumer and business consumer? ]
Regards,
*** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***.
I do not think they understand the problemThey asked me to collect logs for them on more than five occasions which I didI spent over $4,on labor assisting their "log collectors" who only have me collect the same logs and forward them to the same group which refuses to reply or work with me directly and provide zero comment or response on any of the previous sets of logs I collected for them. Furthermore, the license for the program was NOT NFR, it was for cloud storage which is an annual subscription that I wanted refunded since the company couldn't make a restore work or my server under any conditionI completely described the problem for them but they refused to accept itBottom line is the boot disk is not able to read backups from RAID array, and fails to load the proper drivers, and their top expert support couldn't make it work EVER even in their lab but yet they still make excusesThat was only one caseI have unresolved cases with themI have learned that if they get to a hard spot that tier can't fix you should just give up and call it a loss because Acronis will only drag you on for months with no help and they will never help you get back running if the answer isn't given to themThey don't support all hardware and they don't list which hardware has a problem they just wait and let the failure surprise the partner and client who trusted them. This case was from last year I think, and the response months later shows you how slow they are to reply to customersPeople should be advised that they sell a disaster recovery solution yet they don't staff customer facing positions that can adequately help customers in a disasterIf you don't mind recovering months later than Acronis is fineIf you need critical support on their own product you simply don't find iteven as a channel partner. Their support seems to be far better now, nothing like beforeBut none-the-less I still have those three complete losses as a result of trusting AcronisI only use them for cloud storage of vm backups now and I switched to azure backups which isn't as good with dedupe but is 100% stable, works with everything, and support is available 24/for recoveries and they never blow you off for months without responding to you in an emergency like Acronis
Regards,
*** ***

Revdex.com:
So I have evaluated the version the NSB issue has been resolved in that you can now add and remove folders from the existing NSB in real timeThe issue regarding not being able to manually remove old versions has not been resolved as you still get nag screens every time it cant find a file and every time you move a backup to a new locationin all this part of the application remains very clunky however it can be overlooked as the main issue I had was with the NSB configurations. So at this point my issues have only been partially resolved by testing the trial however it is still an improvement over the versionHowever I strongly suggest that Acronis look back to when designing their version next year and seriously make sure that all missing functionality is restored and that the UI is redesigned for maximum usability rather than trying to oversimplify it to fit with the crappy metro style
Regards,
*** ***

A refund was processed for order no.*** on December 19,

We've reviewed the issue: As the Customer refused to investigate the issue further and our QA team was not able to reproduce the issue with the same test case, the investigation was stoppedWe are ready to investigate all issues, if the Customer agrees to cooperate.As for the refund, the serial
numbers used by the Customer are NFR (not for resale), these are the free keys provided as part of a Partner contract, that are not refundableWe suggested contacting the Customer's Account Manager - *** *** to discuss it

Hello ***,The refund was processed today and you will receive the funds in 5-business days depending on your financial organization.Thank you.***

Hello Revdex.com, We have replied to the Customer and we have extended her subscription correspondingly. Thank you,*** ***Support Manager

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
Thank you for your quick responseI did not know of Acronis’ response of 4/4/Did I miss a notification?Anyway, as I have stated previously, I had given Acronis a fair trial by trying it on a full combination of two computers (*** and PC) and two networks and two destinations of backup (online and to a local attached storage) and found that Acronis software did not reliably create backups in any of the combinations I triedI grant that tech support asked me to help them diagnose the issue by sending screen-shots and log files to themBy that time I had begun using *** and found it worked perfectly without my intervention on all my computersI am very busy as I do a lot of volunteer computer work for nonprofits as well as taking care of my chronically ill spouse, so I did not feel I should have to help Acronis debug their softwareThere is nothing at all extraordinary about my computers’ setup; I am a believer in “simple is better” and I thought Acronis should work as advertised without my spending a lot of time with Acronis on debugging.I have used previous versions of Acronis that did not have the online backup feature and found that it worked fine for local backupsFor the version I paid about $more than for Acronis in order to get the online backup capabilitySince I made the purchase outright, I only had the day period to get a refund in contrast to what Acronis told youI.e., I did not take advantage of the day free trialSince I did try multiple backup combinations, it took me well beyond the days to conclude that the new Acronis was not sufficiently reliable to be my backup solution(Backups are a critical component of any computer setup, and rock-solid reliability is required.)In conclusion, I believe that I should not have to spend a lot of my time with Acronis’ tech support to get their software to work - if I had to do that with even a fraction of the software products I use on a daily basis, I would have no time to get any work doneI believe that Acronis should stand behind their products and take care of a dissatisfied customerI would be willing, at this point, to accept a prorated refund of the $extra I paid for the online backup featureAs of the beginning of this month I have deleted Acronis from all my computers so the prorated refund would be from April through NovemberI don’t think that’s too much to ask of Acronis.Sincerely,*** ***PS: Please keep me informed about events related to this caseI did not know about Acronis’ 4/reply and would not have known about it if I had not emailed youThanks
Regards,
*** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***
Regards,
*** ***
I have emailed them several times in regards to the inability for me to even download any informationNo one has called me and they are not responding approriately to me emailsI am having technical porblems JUST LOGGING IN to my accountI have emailed them twice in regards to this issue and no one has responded to thisIf I cannot even log in to the information on the dashboard how am I going to download ANYTHING

Hello ***,I am sorry that you had to reach outWe will process your refund.Our service level for e-mail cases for consumer business is hours, we were processing your request. Thank you and have a great week-end!***

I have had the chance to evaluate the version of the software and the issues regarding the NSB configurations were resolved

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my
issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to
complaint #***The business has cooperated with my request for a refund. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***