Acronis Customer Service Sucks!!!

[AKHandyman]

I have a few Seagate hard drives and I downloaded their latest version of DiscWizard. I get this pop-up during my first back-up about upgrading to Acronis True Image Home 11 and that I would be able to do more with the software than what I am able to do with DiscWizard. So, what the hell, I mosey on over to the Acronis website and purchase the upgrade version for like 30 dollars. I download and try to install the upgrade. The installer tells me to put in the serial number that I was given when I purchased the upgrade. Again, no problem. Here is where it gets to be funny. I am then asked for the serial number of my "old" product that I am upgrading from, which is the DiscWizard from Seagate. I just downloaded this a few days ago. I never got a serial number, as it was a free download. I can't go any further with the installation. I tried contacting Acronis by phone. No such luck. I sent various e-mails and all I get are automated responses that my e-mails have been received. So far, I am not liking this one bit. Today, I tried contacting them again. This time I tried their LIVECHAT with a LIVEPERSON. Oh what a frickin scream. This is the actual transcript from my chat. This is what we can expect from now on with US companies getting cheap labor from overseas!

info: Thank you for contacting Acronis! The chat operator will be with you approximately in 4 minute(s) and 35 seconds. Thank you for waiting.
info: All operators are currently assisting others. Thanks for your patience. An operator will be with you shortly.
info: All operators are currently assisting others. Thanks for your patience. An operator will be with you shortly.
info: All operators are currently assisting others. Thanks for your patience. An operator will be with you shortly.
info: All operators are currently assisting others. Thanks for your patience. An operator will be with you shortly.
info: You are now chatting with 'Tatiana'
Tatiana: Hello! Thank you for contacting Acronis Sales Team! My name is Tatiana, how can I assist you?
Jeffrey: I need some help in installing my upgrade version of True Image 11. I never had a serial number from Seagate DiscWizard, as I downloaded it from their website. Please help me, or I would like to receive a refund for the amount of the upgrade cost of 29.99
Jeffrey: Hello?
Jeffrey: How about a phone number so I can actually talk to someone about getting my money back ...
Tatiana: Can you please clarify the matter? You are trying to install the upgrade for Acronis True Image 11 Home over Seagate and you are asked for the serial number. Is it correct?
Jeffrey: the installation asks for the OLD serial number of the version I am upgrading from, which is Seagate's DiscWizard. I never had a serial number as I downloaded it from Seagate as a tool for my Seagate hard drives. I got this pop-up during my back-up which said that I could upgrade to Acronis True Image for only 29.99, so I did. Now I cannot install the new upgrade, as it keeps asking for an old serial number after I input the new serial number, of which I have because I bought the upgrade.
Tatiana: Please note that older builds of Seagate DiscWizard were without the serial number. The lack of serial number prevents Acronis True Image 11 Home Upgrade from installation.
Tatiana: Please download the latest build for Seagate DiscWizard from the vendor's web-site prior to installing Acronis True Image 11 Home Upgrade.
Jeffrey: Okay, then how about refunding me my money!
Jeffrey: I did download the latest version!!!!
Jeffrey: How come that was never explained prior to purchasing the upgrade?
Tatiana: Have you downloaded the latest build for Seagate DiscWizard ?
Tatiana: Sorry for the inconvenience, Please note that if you download the latest build you will not need to get the refund.
Jeffrey: I am not very happy with the type of customer support I am receiving right now, so I wish to have a refund right now!!!
Tatiana: I am sorry. You may get the refund of Acronis product. Please contact our support team.
Tatiana: But I am trying to explain it how to avoid the refund. That will help the product work.
Tatiana: Please contact our customer service at: http://www.acronis.com/homecomputing/company/contacts/request/?t=1
Tatiana: If you are going to get the refund.
Jeffrey: This is ridiculous! I have contacted them via email and I haven't yet gotten so much as single response.
Tatiana: I am sorry. I am not able to give you the refund via email.
Tatiana: Please contact our support team.
Jeffrey: Please explain as to why this whole procedure wasn't explained in advance to my purchasing the upgrade?
Jeffrey: I downloaded the version of Discwizard just a few days ago
Jeffrey: there can't be any newer versions since then, I am sure
Tatiana: I am sorry. Please try to make sure that it is the last build of Seagate Disk wizard, if you download the last build you will be able to upgrade to Acronis True Image 11 Home and use our software.
Jeffrey: Are you in the United States?
Jeffrey: I would like to know ...
Jeffrey: because this type of help isn't really helpful at all
Jeffrey: Hello?
Jeffrey: I downloaded the latest version just a few days ago!!!! That is what I have been trying to tell you!!!
Jeffrey: Do you not understand?
Jeffrey: Hello?
Tatiana: Please can you contact Seagate Technical Support which is available at the following link: http://www.Seagatesolutions.com/en/Main/support.shtml and get the appropriate build for upgrading to Acronis True Image 11 Home.
Tatiana: After that you will be able to install Acronis software.
Jeffrey: Oh this is the worst load of horse-crap I have ever gone through. I will look forward to the day when companies quit using farmed-out help from overseas!
Jeffrey: Did I now just say that I downloaded the latest version?
Jeffrey: What do you not understand?
Tatiana: Do you have the serial number your Seagate DiskWizard?
Jeffrey: NO!!!!
Jeffrey: Why do you think I have engaged with this silly-ass bull****? I can't use the frickin product becasue it keeps asking for the old serial number which I DO NOT HAVE!!!
Tatiana: That's I am trying to explain you that you the installing the upgrade to Acronis True Image 11 Home you need serial number for Seagate DiskWizard.
Tatiana: Please try to contact the Seagate technical support
Jeffrey: And I am trying to tell you that I never GOT A SERIAL NUMBER!!!
Tatiana: Please try to request the appropriate build for the product with the serial number.
Tatiana: Please can you contact Seagate Technical Support which is available at the following link: http://www.Seagatesolutions.com/en/Main/support.shtml and get the appropriate build for upgrading to Acronis True Image 11 Home.
Jeffrey: LOOK, I WANT TO TALK WITH A REAL PERSON ... GIVE ME A PHONE NUMBER!!
Tatiana: I am sorry. Please try to contact the Seagate and get the appropriate version with the serial number or try to contact our support team and get the refund.
Tatiana: Please contact our customer service at: http://www.acronis.com/homecomputing/company/contacts/request/?t=1
Tatiana: Please contact Seagate Technical Support which is available at the following link: http://www.Seagatesolutions.com/en/Main/support.shtml
Jeffrey: You know something? I will never use your products again and I will tell everyone that Acronis is a pile of sh*t ... do you know that?
Tatiana: I am sorry. I am sorry for the inconvenience but I am sure the issue will be resolved if you install the appropriate build for Seagate Disk Wizard.
Jeffrey: I have done everything possible to make this work and it just isn't happening. And then for me to waste this time "talking" with someone who doesn't even speak English has just about thrown me over the edge. What a gimmic this Acronis is ... You can bet that I am going to get my money back!
Jeffrey: this has been one sorry experience, that's for sure!
Jeffrey: No support from the company is one sure way to lose customers ...
Jeffrey: Thanks for wasting my time. I'll be sure to mention your name when I send a letter of complaint to the company about how bad the service was, or should I say lack there-of?
Jeffrey: You don't have anything else to say?
Tatiana: I am sorry. Please forward request to the refund to our support team.
Tatiana: Please contact our customer service at: http://www.acronis.com/homecomputing/company/contacts/request/?t=1
Jeffrey: I just did. Thanks for nothing. Have a wonderful day and learn English, will ya?
info: Your chat transcript will be sent to thecomputercabin@aptalaska.net at the end of your chat.

The time wasted was about an hour. I would like to know if anyone else has gone through a similar experience. Please share.

Jeffrey "AKHandyman"

[yahooadam]

Sadly, this is no surprise to me

Ive had the same sort of support from symantec, steam and ATI before

[jdrom17]

Wow, thats some bad support.

Sounds almost like a robot reply...

[stlouis1]

well, her paraphrasing statement wasn't too too bad, i've seen worse, but it could have been much improved. she could have thrown in a few more probing questions, and taken note of the repsonses. but the agent was definitely not comprehending your issue anyway as she kept repeating almost the same response. now her grammar definitely wasn't great. and she obviously following scripts. sounds like 80% of zune support

[AKHandyman]

Well, since my last post on this, it has gone from bad to worse. Now I can't seem to uninstall the DiscWizard to save my ass. I now get the infamous "configuration data is corrupt. Please contact your support personnel." Now isn't that a load of garbage! I have now contacted Seagate in trying to get someone to help me remove the software, but it looks like that is a no-go situation at the moment. Still haven't gotten a response from Acronis about getting a refund ... :curse: probably won't either ... Well, I'll keep you guys informed as the saga continues ... AK

[stlouis1]

is theres like a help menu in diskwizard that migth have "about" in it, maybe the serial numbers there?

[Zefram]

Well, i once called Intel and this person talks with a very weird slang that i actually had to pass it to my former employer (works in a pc retailer, trying to clarify a invalid processor RMA) and by then my former employer like, 'can i talk to somebody else'

Then we know that the call was routed to India. After that it was routed back to Singapore. :p

Shouldn't they put someone who could actually talk proper english on the support line? I mean there's tons of people who could actually talk proper english and even big corporation like Intel resorts to this 'inefficient' call centers?

Anyway AKHandyman, atleast that's online chat. Try to get on a phone and redirected here and then and ended up with somebody who speak total garbage :eek:

[AKHandyman]

Well, with Acronis, YOU CAN'T get phone support! You just keep getting the same recorded message over and over, no matter how many times you push whatever number. I mean, like I hit the prompt button a gazillion times, and the same recorded message. I never once got a chance to talk to anyone. I wouldn't mind at this time to talk to someone from Bumfuq, Egypt ... :woot:

[Zefram]

Well, with Acronis, YOU CAN'T get phone support! You just keep getting the same recorded message over and over, no matter how many times you push whatever number. I mean, like I hit the prompt button a gazillion times, and the same recorded message. I never once got a chance to talk to anyone. I wouldn't mind at this time to talk to someone from Bumfuq, Egypt ... :woot:

Well, atleast they dont ask you to 'pay' for a premium phone support........... LOL

With phone, you gotta pay. And if you call and did not get a solution, you'd be angrier tenth-fold of your angriness now :eek:

Not all company had a toll-free line.......

Anyway how about contacting Seagate? Since they had something to do with arconis, they'd should be responsible because they are the one who exposes you to this arconis brand at the first place ;)

[AKHandyman]

***UPDATE***

I contacted Seagate about uninstalling DiscWizard and in a nutshell, TOUGH SH*T!!! Their support personnel couldn't help me one bit, even after going through THREE different "Expert Service Technicians". I got the, "Have you tried uninstalling the software through the Add/Remove Programs in the Control Panel" question, and then the ubiquitous one, "Have you tried System Restore?" I said to both of these numb-nuts that I know a little about computers and that if I had any luck with those two suggestions, I wouldn't be calling you guys now, would I? Finally, the third "Expert" suggested I try to re-install the DiscWizard over the existing one and "see what happens". Holy Crap! I just about pissed my drawers ... I asked this guy how long he had been working at Seagate and he responded with, "Let's not get testy, here!" I told him that he had no business offering such lame advice and it was obvious he couldn't talk his way out of sh*t-hole, so I just hung up. At this point, the software isn't so much of a problem as my not getting any response from Acronis on my request for a refund.

Stay tuned!

AK

[stlouis1]

they actually asked if you tried to uninstall from add/remove? dear god.....

you could use the windows installer cleanup tool to remove the entry for disk wizard, delete the folder and then try installing overtop if it will, then see if it will uninstall.........but thats probly a lame idea too

[bikat_aven]

I have a few Seagate hard drives and I downloaded their latest version of DiscWizard. I get this pop-up during my first back-up about upgrading to Acronis True Image Home 11 and that I would be able to do more with the software than what I am able to do with DiscWizard. So, what the hell, I mosey on over to the Acronis website and purchase the upgrade version for like 30 dollars. I download and try to install the upgrade. The installer tells me to put in the serial number that I was given when I purchased the upgrade. Again, no problem. Here is where it gets to be funny. I am then asked for the serial number of my "old" product that I am upgrading from, which is the DiscWizard from Seagate. I just downloaded this a few days ago. I never got a serial number, as it was a free download. I can't go any further with the installation. I tried contacting Acronis by phone. No such luck. I sent various e-mails and all I get are automated responses that my e-mails have been received. So far, I am not liking this one bit. Today, I tried contacting them again. This time I tried their LIVECHAT with a LIVEPERSON. Oh what a frickin scream. This is the actual transcript from my chat. This is what we can expect from now on with US companies getting cheap labor from overseas!

i[COLOR="Blue"]nfo: Thank you for contacting Acronis! The chat operator will be with you approximately in 4 minute(s) and 35 seconds. Thank you for waiting.

The time wasted was about an hour. I would like to know if anyone else has gone through a similar experience. Please share.

Jeffrey "AKHandyman"

Why you blame ur stupidity on others?

You were x times told that the issue is with DiscWizard Seagate, i.e. if installing latest build doesn't help then it is necessary to contact Seagate Customer Service for solution.

If you have a sn for atih 11 upgrade and do not have a sn for DiscWizard Seagate then logically you need to contact Seagate Customer Support and not Acronis Customer Support.

Btw, being rude with ppl rarely helps to solve problems :dev:

[AKHandyman]

Why you blame ur stupidity on others?

You were x times told that the issue is with DiscWizard Seagate, i.e. if installing latest build doesn't help then it is necessary to contact Seagate Customer Service for solution.

If you have a sn for atih 11 upgrade and do not have a sn for DiscWizard Seagate then logically you need to contact Seagate Customer Support and not Acronis Customer Support.

Btw, being rude with ppl rarely helps to solve problems :dev:
First of all, who the hell are you? Do you represent Acronis? I contacted Seagate and they COULD NOT solve the problem, let alone Acronis ... I still can't get it off my rig, even using all of the remedies that have been suggested ... It is one thing to have no one respond to a question for help, but what's even more aggravating is to be called stupid by someone who doesn't know WTF their talking about ...:angry: If you are from Acronis, guess what? I don't give a rats ass because I got my money back and I'll keep on telling people that their customer service sucks, along with Seagate's ... :p
And learn how to use proper English, will you?

[Qbical]

YEA at least this thread has a little meat. Handyman we jeff's are doomed to get the worst C.S. reps ever so get use to it buddy lol
that would be awesome if Bikat really worked for Acronis. he could just be a salty overseas tech support guy though :dev:

[bikat_aven]

First of all, who the hell are you? Do you represent Acronis? I contacted Seagate and they COULD NOT solve the problem, let alone Acronis ... I still can't get it off my rig, even using all of the remedies that have been suggested ... It is one thing to have no one respond to a question for help, but what's even more aggravating is to be called stupid by someone who doesn't know WTF their talking about ...:angry: If you are from Acronis, guess what? I don't give a rats ass because I got my money back and I'll keep on telling people that their customer service sucks, along with Seagate's ... :p
And learn how to use proper English, will you?

lol funny stuff u're writing about :)

I wonder what you call 'proper English' :woot: I'm pretty sure my English is far better than yours.

I'm not Acronis representative, but an old member of their forum, therefore it pisses me off when I see noobs like you whining about things they don't know a thing.

There were guys on the forum with similar issue and they got it resolved quite soon. Bad luck I guess for you. :curse:

Still I cannot find an answer: how could one make such noise just because of freackin 30$ ???

[AKHandyman]

lol funny stuff u're writing about :)

I wonder what you call 'proper English' :woot: I'm pretty sure my English is far better than yours.

I'm not Acronis representative, but an old member of their forum, therefore it pisses me off when I see noobs like you whining about things they don't know a thing.

There were guys on the forum with similar issue and they got it resolved quite soon. Bad luck I guess for you. :curse:

Still I cannot find an answer: how could one make such noise just because of freackin 30$ ???
Okay assh0le, I don't care WTF you think, it's about time you get on the friggin horse you just rode in on and turn the F**K around and leave! No one asked for your opinion, which BTW, sucks swamp water ... if you joined this forum just to rag on me because you use to be an old member of their forum then go back to that forum and rant ... just kindly stay out of here, okay? I KNOW my English is far better than yours any day ... you don't even know the rest of the story, so why come in here and try to start some sh$t ... when you don't know what happened ... Do you? I don't think so ... if anyone is a noob, it's your poor ass, that's what. Acronis Customer Service STILL SUCKS, OKAY?

[bikat_aven]

Okay assh0le, I don't care WTF you think, it's about time you get on the friggin horse you just rode in on and turn the F**K around and leave! No one asked for your opinion, which BTW, sucks swamp water ... if you joined this forum just to rag on me because you use to be an old member of their forum then go back to that forum and rant ... just kindly stay out of here, okay? I KNOW my English is far better than yours any day ... you don't even know the rest of the story, so why come in here and try to start some sh$t ... when you don't know what happened ... Do you? I don't think so ... if anyone is a noob, it's your poor ass, that's what. Acronis Customer Service STILL SUCKS, OKAY?

That beats me :fighty:

Merry Christmas ;)

[AKHandyman]

Merry Christmas to you, and a Happy New Year ... no hard feelings, dude, but you really didn't know the whole story, so I think you kind of stuck your foot in your mouth ... anyways, have fun ...:)