3400: Submit button on chat, support

10 replies [Last post]
al fernandez
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Joined: 2009-08-27
Posts: 11

Is there a problem this morning, tried chat and support no response when submit or chat button clicked?

Thanks--

Al

** Thread was moved to the appropriate forum section ** by Michael

Phillip Vegter
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Joined: 2009-09-02
Posts: 1

28/8/09 received email from Acronis

new case:  00294911      

 waiting for a resolution

 

Rudolf Painsith
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Joined: 2009-09-30
Posts: 1

Bitte um Hilfe über Chat, mein Programm lässt sich nicht öffnen

longxxl
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Joined: 2010-01-06
Posts: 1

Wo finde ich den Chat botton

Alexander
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Acronis QA Engineer
Joined: 2009-03-24
Posts: 849

Hello all,

Let me comment the situation regarding Live Chat button.

In the past we have experienced some issues with our Live Chat services, they are fixed right now.

In order to contact us via chat, please open our web site and follow to Start Here -> then sort the situation out, at the end you will be prompted to choose the way to contact (web form, forum, call or live chat). Note that you should be eligible for chat support in this case, according to our support policy.

Additionally to this, you are welcome to ask me any other questions concerning Acronis, and I will assist you further.

Thank you.

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Alexander Nikolsky

Acronis Customer Central | Acronis Backup Software

For more answers to your questions, try our Knowledge Base

david whelan
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Joined: 2010-03-17
Posts: 1

After buying this product a few days ago, I decided to try the old phrase, "you're backups are ONLY as good as the last time you restored"

I'm getting all these errors when I ACTUALLY attempt to use the boot media, so I guess in the event of a system crash (which is why I bought this), I'd be SCREWED right now... I then tried to get support... Chat can't be found, even though the support matrix shows 30 day support is included after purchase, I can't find that either... Guess I could spend $10 for a support incident, but really, how much deeper do I want to go down this hole...

I can't BELIEVE a company that makes backup software is STUPID enough to think they don't have to make SUPPORT of their CRITICAL solution EASILY available...

The WHOLE POINT in someone purchasing this software (and additional hardware like hard disks) and managing the backup reports is so WHEN the system DIES SOMEONE will be there and help me rebuild my machine from backups.

How successful do you think an automobile insurance company would be if all they did was sell policies but when people had claims it was impossible or nearly impossible to do so...

Think they'd be in business very long??? Do you want to trust ALL YOUR DATA to a company like this....

I'm getting a refund and going with an ESTABLISHED company that provides corporations solutions that WORK with SUPPORT WHEN YOU NEED IT.

-David

Yana
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Joined: 2009-04-07
Posts: 3296

Dear David,

thank you for your comment and for being sincere in your feedback - we really appreciate that. We strongly beleive that every customer that complaints is giving us an opportunity to make things right. And since we incorporate this feedback into our approach, we will be better able to meet clients needs and thereby be more successful in our venture. Be sure that I will definitely forward your comments to our Management team for them to take an action on it.

I sincerely regret that you faced technical issues with our software and had a bad experience. I would be glad if you could give us a chance and specify us the issue you have faced, so that we could assist you with it. Anyway I will completely understand in case you decide to get a refund and will assist you with it as well.

We are sorry for you couldn't find the information how to contact us, so we designed this KB article with the step-by-step instructions couple of months ago. Hopefully it will be useful for you and those who decide to visit this thread later on.

Should you need anything else or have any further questions - feel free to contact us at your earliest convenience, we will be happy to help you!

Thank you.

BrianG
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Joined: 2015-05-22
Posts: 2

"Live" Chat

I have filled in all the boxes except the 'Product' box because it will not accept any input, therefore I can not submit my problem. (Clone Failure).

For a company of this size to keep referring problem solution seekers to a users forum is pathetic.

I think it is time to ask for a refund.

Anna Trifonova [I...
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Forum Support Engineer
Joined: 2011-04-18
Posts: 2769

Hi Brian,
Your registered product is an OEM version and it is not supported by Acronis.
Please contact hardware vendor whose product you got this serial number with.
Best regards,
Anna

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Anna Trifonova

Acronis Customer Central | Acronis Backup Software

For more answers to your questions, try our Knowledge Base and Video Tutorials.

Check our Corporate and Consumer Handbooks and Online Documentation for help on managing your account, products and support.

Our mission is to create Customer success. Our management team welcomes your comments and suggestions on how we can improve the overall support we provide to you. Please send your comments, suggestions, or concerns to Managers or submit your feedback here.

BrianG
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Joined: 2015-05-22
Posts: 2

What is the point of selling a product, OEM or not without support?

It was purchased from Amazon hardly an OEM!

I will not buy or recommend an Acronis product again.

Brian Girling

Anna Trifonova [I...
Anna Trifonova [Inactive]'s picture
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Forum Support Engineer
Joined: 2011-04-18
Posts: 2769

Hi Brian,
there might be a mistake then. At the moment I see only one product registered under your account and it is recognized as an OEM activation. You can check it yourself under your account: https://www.acronis.com/en-us/my/products/
According to our support policy, support for OEM versions of Acronis products is provided by the OEM vendors distributing these products: https://kb.acronis.com/content/2201

If you purchased the product which was supposed to be a full product version, please contact the vendor (in this case Amazon) for clarification.

Should you have any other serial number of Acronis product, please send it to me in a private message so that I could help you with registration.

Thank you,
Anna

__________________

Anna Trifonova

Acronis Customer Central | Acronis Backup Software

For more answers to your questions, try our Knowledge Base and Video Tutorials.

Check our Corporate and Consumer Handbooks and Online Documentation for help on managing your account, products and support.

Our mission is to create Customer success. Our management team welcomes your comments and suggestions on how we can improve the overall support we provide to you. Please send your comments, suggestions, or concerns to Managers or submit your feedback here.