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Raise a Complaint

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Beginner
Posts: 2
Comments: 2

I raised a ticket on 30 June 21and since then there have been over 50 emails. I raised a complaint on the 14 Jul with a Support Manager who assured me it would be resolved by a technical lead and closed the ticket he had opened in parallel.

I did get a call at one point with a Support Professional but because the line was so bad he passed it to another person who had no knowledge of the situation. He was on the phone and Team Viewer for over 3 hours but only went over everything that had been tried.

I received a second call, without prior arrangement, but I was away from home. He said he would call back in an hour but didn't.

Today I received a email offering me a call at 14:30 from a supervisor. I accepted this and was in all afternoon but no one called.

Can anybody advise how I can get in touch with someone who will take this ticket seriously or someone I can further complain to,

Jamie

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Legend
Posts: 106
Comments: 26367

Jamie, as far as I am aware Acronis have never published any information on any formal complaints procedures!

I would suggest using Twitter to @Acronis and put this issue in the public arena and see what response this gets you.

The alternative here would be to bring the issue that you opened the ticket for to the relevant ATI forum for the version you are using and see if we can offer you any better help with finding a resolution for it?  I do not see any forum topics that you have raised so have no idea if you have a technical issue or something completely different?

Beginner
Posts: 2
Comments: 2

Thanks for your reply. A supervisor rang this morning but I was driving. He has emailed asking for alternative time and I have said the rest of today or tomorrow. I’ll wait and see what happens.

I am trying to restore my laptop from a previous back and have tried Cloud and 2 media disks but each time it fails I tried Windows and I think it’s PE/RE Linux. I think that’s what they are called but not my my laptop. 
thanks again for your advice and offer. I will let you know if it’s resolved today.

Regards Jamie 

Legend
Posts: 106
Comments: 26367

Jamie, hope the next conversation with the supervisor will be productive for you!

If you are still not making any progress, then do open a new forum topic with fuller details of what you are trying to do, how doing it and what is the result, so that we can try to offer more relevant advice!

One key important step for any recovery is booting the Acronis Rescue Media using the correct BIOS boot mode to match how Windows boots on the laptop.

If the laptop is working, you can use the msinfo32 command in Windows to check the BIOS mode in the right panel of the report it produces - this should be UEFI for most modern PC's or else for older machines can show as either Legacy or else the make / name of the OS disk drive.

The next important step is to understand the different type of rescue media available of which there are three!

For the ATI 2018 & later version rescue media, there are 3 different versions available:
Simple:  created based on your Windows Recovery Environment for WinPE media.
Advanced: created based on Windows ADK (or AIK for earlier OS versions) - WinPE media.
Advanced: created based on a small Linux distro OS (BusyBox) or created from the .ISO CD image download from your Acronis Account page.

Normally, the best media to use is the Simple WinRE (WinPE) media created on the PC where it will be used, as this should have device drivers for the hardware present (taken from the Windows Recovery Environment).

The Linux media is more limited and may work better on older hardware.  It doesn't have any support for BitLocker or RAID features, and may not support some NVMe drives!

Recovery from a local backup storage drive or location should be both fastest to perform, especially if larger file sizes for the backup image are involved.

Forum Moderator
Posts: 207
Comments: 6627

Hello Jamie,

I see that your open support ticket has been escalated to the management. Please accept our apologies for the negative experience! We are constantly working on improving the customer services and all escalated tickets are analyzed by the quality assurance team to see what could have been done better. Please let me know, if you have any questions or concerns. 

Beginner
Posts: 2
Comments: 2

Hello Ekaterina ,

I have no questions. I could ask lots of questions but I doubt I would get satisfactory replies.)  The problem has been solved 6 weeks after ticket was raised. A previous ticket took 8 weeks! When my subscription comes up for renewal I will not be renewing it.

Jamie