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Need escalation for a ticket

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Beginner
Posts: 1
Comments: 1

I purchased Disk DIrector 12 (Boxed, new) from an authorized Acronis reseller.

The upgrade policy here states that I'm eligible for a free upgrade to 12.5: (go look for Acronis KB article 61944, I can't post links)

Support has a language barrier and keeps telling me that "Based on your concern I have checked the serial key and noticed that this license was been purchased from a 3rd party vendor and is not eligible for a free upgrade.   Hence we would request you to kindly contact the vendor support team for the renewal options or purchase it directly from Acronis next time."

I'd like my ticket escalated.  As a consumer, I purchased it from a major retailer, new in the box, and it should be allowed the free upgrade per your policy which states:

"All Customers who purchased Acronis Disk Director 12 in 30 days prior to release of Acronis Disk Director 12.5 Home (on January 7, 2019 or later) via official Acronis resellers, official online stores and authorized retailers are eligible for receiving the product upgrade free of charge"

I can communicate the ticket number if needed.  This has been going on for over a week now, and is not an example of good customer service.  I purchased this new in box, from an official online store, and I'm just asking for my free upgrade per the KB article.

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Forum Moderator
Posts: 155
Comments: 5590

#1

Dear Jonathan,

Thank you for letting us know about the issue! Please accept our apologies for any inconvenience cased. Would you mind sharing the invoice from this order in a private message? Based on the invoice we can approve the new license key. Thank you! 

Beginner
Posts: 1
Comments: 1

#2

I've replied via PM.  Thanks!

 

Forum Moderator
Posts: 155
Comments: 5590

#3
Jon Guidry wrote:

I've replied via PM.  Thanks!

Jon, thank you! One of our engineers should get in touch with you regarding the upgrade key. Please let me know, if any questions or concerns.