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Misleading advertising

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Beginner
Posts: 1
Comments: 3

I'm a new customer.

I ordered from the ACRONIS website - not a reseller and not anywhere else other than the OFFICIAL website. Specifically this URL:
http://www.acronis.com/homecomputing/transfer-pc-files/#compare-editions

As you can see the table shows you different editions. I opted for the plan in the red box - see attachment.

After payment, I only got a license for 1 PC. But you can see the red arrow says "3 PCs"

As you can see by that table, I thought I was ordering True Image Premium 2014 WITH THE 250GB CLOUD ADDON for 3 PCs.

I went to the "chat" support feature of Acronis. I was connected to an operator named "Sachit Bhajan" - in the middle of the conversation he just disconnected and quit. Very poor service.

Acronis you need to clear up your website this is completely misleading! 100% dissatisfied customer.

issue resolved here

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Forum Star
Posts: 9
Comments: 1122

From your picture it looks like there is no check mark in the 3 PC box at the top. When I tried it the check mark appeared in bold. The appearance is misleading. Contact Anna by PM at http://forum.acronis.com/user/36716. There has been an issue with their chat software just dropping out.

Forum Star
Posts: 49
Comments: 3750

Acronis usually clears up such ordering issues quickly. There is no need to go so over the top with accusations of "misleading advertising".

Beginner
Posts: 1
Comments: 3

@tuttle - It is misleading. See below for why it's worse than I thought. The chat operator actually disconnected it didn't drop out....

@Thomas, I just saw that (good catch) you can actually "check" the 3PC box. This is even worse than I thought because to the average person if you are looking at this table the three boxes ALREADY have a checkmark!!! Whoever designed this needs to be fired on the spot. The only way to know that you need to specifically CLICK it is to hover over it and then you will know that it's an "OPTION" - I don't see new customers hovering over pages to see what is clickable and what is not.....Now if you look at the attachment on this post it shows it "checked" for 3PCs - problem is the option under it - the plan that I ordered - remains at $89.99!!! So now you have checked "3 PCs" - you will pay $89.99 like I DID and you will only GET 1 PC LICENSE!! This is seriously fubared!!!

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Forum Star
Posts: 49
Comments: 3750

Yes, it is badly designed.

No, Acronis is not trying to cheat you. Contact Acronis, and I know that they will sort out this purchasing/licensing issue.

Forum Hero
Posts: 613
Comments: 8747

Holyearth,

When you get this all sorted out, you are aware that you will end up with just one serial number that is allowed to be used on three installations?

When you registered your serial number to your account, did it show up as Family Pack 1 Licence, or just True Image 2014 1 Licence?

If it has the words Family Pack, then the 1 licence is correct, it covers 3 PCs.

I've attached a snipshot of what you should see, ignore the fact it is for TI Lite, 2014 will use the same layout.

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Beginner
Posts: 1
Comments: 3

@Colin,

Thanks, I confirmed that mine does not say "Family Pack"

Forum Star
Posts: 124
Comments: 2672

Hello Everyone,

thank you for your posts!

I've forwarded your feedback regarding web page design to responsible team.

holyearth, we apologize for inconvenience with support chat. Sachin didn't quit the chat; unfortunately session was disconnected due to technical reasons. Please be sure, you will be contacted today and we will find the best solution for you.

Thank you.

Beginner
Posts: 1
Comments: 3

Yes I was contacted and the "best solution for me" seems to be someone telling me that the design of the website is NOT misleading and in a roundabout way saying that it's my fault.

Acronis is the best company in the world and provides it's customers with unparalleled customer service. Way to screw people.

Forum Star
Posts: 124
Comments: 2672

Hello Everyone,

I'd like to let you know that we have changed the design of the "Compare editions" page and your feedback will be really appreciated.

Please let us know how you find the new design. Is it clearer or not?

Thank you in advance!

Forum Star
Posts: 49
Comments: 3750

Yes, that is better. It made no sense to have a default checkmark in each box even when unchecked. Now that each box is blank, it is logical and is what is expected.

Thanks, Anna.

Forum Star
Posts: 124
Comments: 2672

Glad to hear it!

Forum Member
Posts: 2
Comments: 25

Upgrade to Premium 3 PC Family Pack for $19.99! 60% off!Get Premium 3 PC Family Pack to backup files, programs, or your entire system on all your computers. Also includes dynamic disks and Microsoft Windows Pre-installation Environments (WinPE) support.$49.99$19.99

I've just bought TI2014 Premium and when the deal completed I was offered the above.
When you click the box and then 'Go For It', it takes you to the shopping cart but you get a message saying as there's nothing in here you need to start again. Something isn't working on the site here as there's no other way I can get that offer as it's only shown after the purchase has been made.

Forum Star
Posts: 124
Comments: 2672

Hello J Watkin,

thank you for your post!

I will be glad to assist you in clarifying of the situation.

Please send me a received link and the date you received the email via PM so that we can check everything.

Thank you in advance!

MDH
Beginner
Posts: 0
Comments: 1

******ACRONIS FALSE ADVERTISING BEWARE******

On November 9, 2017 I purchased the Acronis True Image 2018 Advanced 1 computer, 1 subscription with 250gb of cloud storage for $49.95.  When I was notified by Acronis that I didn't have enough space on the cloud storage, an ad popped up that said I could "upgrade to 500gb" to increase the cloud capacity for only $29.95.  I selected that option and it also stated not to worry that it would upgrade my current account.  I was charged another $49.95 and got a whole different license.  I contacted the company and told them I was confused as I didn't know which was which and that I wanted only to upgrade and I was overcharged.  They said they couldn't help me with software questions but to contact Acronis.  When I did contact Acronis they told me it was past the 30 days to get a refund and so they would not refund me for the overcharge or any amount.  I WOULD HAVE NEVER PURCHASED A WHOLE OTHER SUBSCRIPTION IF THE AD DID NOT POP UP PROMISING ME THAT I WOULD BE PAYING FOR AN UPGRADE FOR $29.95.  THE FACT THAT THEY WOULD NOT EVEN REFUND ME ANY AMOUNT SHOWS THEY HAD NEVER INTENDED TO DO THE RIGHT THING IN THE FIRST PLACE.  IT WAS FALSE ADVERTISING, PLAIN AND SIMPLE.  ANY GOOD BUSINESS WOULD CARE ABOUT THEIR CUSTOMERS AND THEIR REPUTATION.  NOT ACRONIS.  I cancelled my account(s).  They still have stolen my $99.90.

Legend
Posts: 46
Comments: 15737

Marnell, welcome to these User Forums.

Please send a message about this issue to Renata Gubaydullina | Product manager, Acronis True Image

Forum Moderator
Posts: 109
Comments: 4065

Hello Marnell,

I've checked the records in our internal system and don't see any incorrect billings or double-charges. Let me clarify the situation. 

Initially you had purchased Acronis True Image 2018 Advanced for 1 PC + 250 GB of Cloud valid till 2018-11-09 that cost 49.99 USD.

On 2017-11-27 you bought another subscription with the higher Cloud tier - Acronis True Image 2018 Advanced -for 1 PC + 500 GB Cloud. The cost of this subscription is 69.99 USD, but as this was the Black Friday promo offer, you got it for 49.99 USD.  Your existing subscription has been recalculated to 1 PC with 500GB Cloud till 2019-14-09. Here the invoice from the discounted license.

invoice.PNG

The price difference is exactly 20$, what could have been reflected in the promo ads.

Acronis is rather loyal in regards to the refund requests, because we really appreciate our Customers, but please understand that there are commercially reasonable limits. You may request a full refund of your personal product / automatic subscription renewal purchase from Acronis for any reason during the refund period applicable to your product type. For annual billing products and/or perpetual license products your refund request must be made within thirty (30) days from the purchase date. See Refund Policy for Home and Home Office Products

You have submitted the refund request on 3/27/2018, 4 months after the purchase, that's why we had no right to approve it.