Acronis

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 I have yet to hear back from the company after accepting the resolutionRegards, [redacted]

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

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 ***, Per our agreement some time ago, I suggested to use the trial version for Acronis True Image Home to see if the issues that you reported are fixedIf they are fixed, we will provide you with a free copyHere is my message that I sent originally: This message originally read on 10/8/2015Hello ***,Thank you for sharing your concerns and I am very sorry for the experiencePlease 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the trial version and check if the following issues that you logged were resolved:Backup issueManual removal of outdated backupsSync issuesNon Stop Backup issuesIf Acronis True Image Home does not have the issues that you reported initially we will be glad to provide you with a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,***

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

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

Hello [redacted] ,Thank you for reaching outWe 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/with the request to refund the order # [redacted] The order consists of an upgrade license key to Acronis True Image Computer and was paid on 9/13/ According to Acronis refund policy for personal products, we accept returns submitted within the days period from the purchase date for any reason, if the purchase was made at Acronis Online storeMore 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 days agoThese 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 versionUnfortunately, 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 issueBased 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 not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] I found another backup solution that worked on my computerI am done with Acronis now and in the future Regards, [redacted]

Refund was provided on 4/14/

Hello ***, 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 IssueAs 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 resolvedCan you describe your current issue, so we can create a case for you and get it going? Thank you

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

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/email giving Acronis’ response to my issueUnfortunately, 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 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 days to discover and analyze that their service wasn’t working and to analyze whyI 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 reasonableBut 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 issueOther 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 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 youRegards, [redacted]

Refund is denied as the product does not support [redacted] Free.Another product can be purchased that supports backing up [redacted] Free by installing agents inside VMs.There is no product that supports agentless backup of [redacted] Free

Refund request was received on 2/24/Acronis cannot accept returns submitted after 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

The order # [redacted] has been refunded

Customer have Acronis True Image unlimited cloud subscription for PC and uploaded GB of data to cloudThe subscription is going to expire as on 2017-08-17.Customer do not want to renew the unlimited cloud subscription and want more then 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 [redacted] ,We have processed the refund request and you will be notified via e-mail shortlyWe are very sorry for the experience and hope to make it up to you next time.Thank you and have a great day.***

One of the Acronis representatives in Australia has contacted the Customer and addressed concerns regarding the availability of Initial Seeding services in AU