Acronis, Inc.

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.
[That is the whole point, it doesn't work with my system, i've requested refund (within days of purchase) when I found out it doesn't work with my system Your business deny refund when your product doesn't work on customer's system, and your business do not have terms & condition on refund policy when I asked what was the reason for denying my request (maybe you guys added it after I complainted) ]
Regards,
*** ***

I have yet to hear back from the company after accepting the resolution

Have accepted the business's resolution but received no further contact from the company regarding the upgrade key they said they would provide

Hello [redacted], Per our agreement some time ago, I suggested to use the trial version for Acronis True Image 2016 Home to see if the 4 issues that you reported are fixed. If they are fixed, we will provide you with a free copy. Here is my message that I sent originally: This message originally read on 10/8/2015Hello [redacted],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 issue. Did 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the trial version and check if the following issues that you logged were resolved:Backup issueManual removal of outdated backupsSync issuesNon Stop Backup issuesIf Acronis True Image 2016 Home does not have the issues that you reported initially we will be glad to provide you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 2014 Home or provide you with a refund for your original purchase of Acronis True Image 2015 Home.Looking forward to your response.Thank you,[redacted]

The fact that [redacted] Free is not supported by this product is stated on the system requirements page of the product: [redacted] (Free [redacted]) is supported by Acronis Backup Advanced for VMware"

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 # [redacted]. Please add your rejection comments below. 
 
Regards,
[redacted]

The Customer has been contacted and a new case has been created in our system. The reference number is [redacted]. Regards,[redacted]Support Manager.

Acronis:Thank you for offering to work with me on this issue.  Please contact me through the email or phone number you have for me on file. 
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 #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

Hello [redacted], We reviewed your recent cases with Acronis Support and we were unable to find any cases submitted after the one you mentioned: [redacted] - Universal Restore Issue. As you mentioned, it was closed unresolved since you sent the computer to the repair.We will certainly help you on...

the new issue, since the previous one has not been resolved. Can you describe your current issue, so we can create a case for you and get it going? Thank 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 # [redacted]. . 
I found another backup solution that worked on my computer. I am done with Acronis now and in the future.
Regards,
[redacted]

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 # [redacted]. Please add your rejection comments below. 
Today I talked to a Revdex.com rep and was told my complaint had been closed because I did not respond to a 3/6/2016 email giving Acronis’ response to my issue. Unfortunately, for whatever reason I did not receive that email.I am requesting that this complaint be reopened, as per instructions from the Revdex.com rep, and that I reject Acronis’ response of denying a refund due to the 30 day limitation.The reason I reject their response is that, due to the slow nature of the initial backup(s) to the cloud, it took me well over 30 days to discover and analyze that their service wasn’t working and to analyze why. I believe they sold me a service that does not work as advertised and that I should not have to pay for something that is broken.If it was a case of one computer on one network, their request that I send log files to help them diagnose what went wrong would be reasonable. But I tried three different computers on two different networks and none of them backed up reliably, so I conclude there is a problem with their service and not just specific to my setup.My contention that the problem lies on their end was reinforced when I tried [redacted], a similar service, and it worked flawlessly the first time on all my computers and on the same two networks on which I had tried Acronis.Acronis has been unusually uncooperative on this issue. Other vendors I have dealt with (and I do a lot of computer work so have extensive experience) are usually willing to refund or at least prorate their fee if their product does not work, regardless of any 30 day policy.While I believe I should be entitled to a full refund, I would accept a refund of the remaining time on my subscription which would be April through November, even though the service has never worked for me.Thank you. Regards,
[redacted]

Refund was provided on 4/14/2016

Refund request was received on 2/24/2016. Acronis cannot accept returns submitted after 30 days period from the purchase date (purchase was made on 11/21/2015). Refund policy terms are stated on our website, please refer...

to [redacted].We will be more than happy to help you sort out the issues you've experienced with Cloud backup, we just need cooperation from your side in providing us the logs that we've requested within support ticket raised.Best regards,Acronis Support Team

Customer have Acronis True Image unlimited cloud subscription for 1 PC and uploaded 4111.5 GB of data to cloud. The subscription is going to expire as on 2017-08-17.Customer do not want to renew the unlimited cloud subscription and want more then 30 days of recovery grace period to download the...

complete data from the Acronis cloud.Grace period can't be extended.We send several emails before the subscription expires, so Customer had enough time to download all the data.

Hello, To test product functionality we offer trial version valid for 30 days; in addition to that we have 30 days money back guarantee, which gives Customer 60 days of product usage. Customer was using the product since November but didn't contact Acronis Support up until February, stating that product doesn't function as expected and wants to get a refund. We could accept the fact that product doesn't function as expected however we didn't get any chance to validate that since Customer refused to investigate the issue.Best regards,Acronis Support Team

The order #[redacted] has been refunded.

Hello [redacted],Thank you for reaching out. We are reviewing this internally and we will get back to you.Thank you,[redacted]

Hi, we've reviewed the complaint and the related support ticket #[redacted]. The Customer contacted Acronis support team on 10/29/2017 with the request to refund the order #[redacted]. The order consists of an upgrade license key to Acronis True Image 2018 1 Computer and was paid on 9/13/2017....

According to Acronis refund policy for personal products, we accept returns submitted within the 30 days period from the purchase date for any reason, if the purchase was made at Acronis Online store. More information about Acronis refund policy can be found in [redacted] In rare cases Acronis can issue refund even if a purchase was made more than 30 days ago. These cases cover situations, where the main product's functionality doesn't work and the Acronis development confirm that the issue cannot be fixed within the current product version. Unfortunately, we didn't find any other support tickets submitted by the Customer except the refund request #[redacted] and therefore didn't have a chance to investigate the issue. Based on the available information we cannot approve refund, but will be happy to help if there are any unresolved issues with the software or concerns.

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 #[redacted]. I understand that by choosing to accept the business...

response that my complaint will be closed as resolved. 
Regards,
[redacted]

We sincerely apologize for the bad experience the Customer had in the past and offer 6 months free extension for Acronis Backup for VMware to Cloud 1000GB as a token of apology. If there are any other issues that need to be addressed, we’ll be happy to help.