My favorite backup program used to be Acronis True Image. I've used it ever since I got a copy of version 8 sometime back, and it's saved my butt several times when I needed to do a total restore. However, due to bungling customer service and sheer unhelpfulness — in addition to a faulty 2009 version — I can't recommend it anymore.
Last month, I bought Acronis True Image 2009 because version 8 began acting unreliably on my Windows XP system. This followed a long time where it served me loyally, and like an upgrade should be, I was hoping 2009 would be noticeably better. It certainly looks sleeker, bearing a faux Vista look even if you're on XP.
But that's where I was wrong: it crashed unpredictably when trying to create new tasks and also failed erratically on occasional nights when backing up. A backup program which is inconsistent compromises (and I hesitate to use stronger words here) your peace of mind.
In good faith, I did deep research on the forums and knowledge base, and did the usual things like a clean reinstall. But to no avail. By this time, I had already found a better solution (if you've been following my blog, you can infer what it is). So I wrote to Acronis per their Refund Policy. This was shortly after the holidays, so I understood a slow response. I also wanted to be respectful of what it said in their autoreply:
Please do not submit your request more than once; multiple submissions generate extra paperwork that simply slows down response times.
However, this seemed like an awfully long time. So I wrote to a different email address, acronis@digitalriver.com, which I had gotten a reply to earlier. What about?
Well that's another shady thing: their online checkout charged me sales tax me without telling me the specific total first — it was only until after I completed my transaction that I knew the exact amount.
I asked them:
I recently purchased Acronis True Image 2009 and it said the total was
US$49.99, but after I checked out, I was billed for $54.19.
They said:
The charge that you are referring to is the applicable sales tax for the
purchase. On the shopping basket page of the order it states that sales
tax is charged for orders shipped to California, Minnesota and
Washington. Sales tax is automatically computed on both product(s) and
shipping costs. Also, for International Orders it states that pursuant
to the Digital VAT Directive, as of 1st July 2003, European customers
will be charged VAT on all downloadable digital products and services,
including software at 15.0%.
To be fair, they prompted me beforehand that I would be charged for sales tax. Still, I should've received final confirmation, as I do on… every single other online shopping site I've been to. 4-odd bucks isn't a big deal, but there's no excuse for not being an ethical merchant.
It goes downhill from there…
I finally heard back shortly after. I'll omit the support person's name because this post isn't about individual humiliation, and having worked support extensively, I have an appreciation for when it's done well (as well as a severe distaste for when it's handled poorly). I think he was trying to be helpful, but sounded as if he was reading from a script, sending me robo-email after robo-email despite my insistence on a refund, and my disinterest in trying to solve my True Image 2009 problems — both because I had already churned through that and I found a better solution.
I made my request 4 times, each time to receive a reply telling me generic steps to diagnose the problem, with no acknowledgment of my refund request. Unbelievable but true. The tone was totally lacking in personality and its disconnectedness was off-putting. I felt ignored and upset.
Instead of banging my head against a I'M-NOT-LISTENING! brick wall, I decided to return to Acronis' support site and use the live chat option. I was asked, “Do you want to give a last chance to our product?”, to which I said “No thanks.” I'm empathic to the fact that support reps aren't telepaths, and while parts of my customer history can be shared in their CRM tools, other context isn't. I was extremely frustrated by this point, but did my best to be polite. I was then told the issue would be escalated, and shortly thereafter:
We have forwarded your refund request to the Refunds Department for
review. You will be contacted within 10 business days with approval or
denial of your request. If your order is approved for refund, you will
receive proper information on how to complete the refund process.
This looks a lot more inefficient and slow than it needs to be. What's the criteria? We'll see what happens.
Also, approval or denial? Nowhere in the refund policy does it mention that. Acronis, you need to state these terms upfront. Otherwise, it's dishonesty by omission, and that doesn't help the customer make an informed buying decision.
Anyway, this has really stained and soured Acronis for me. It's not an isolated incident, of course — before purchase, I googled and found similar complaints to the situation I've fallen into. Some of them were really rude ranting which isn't helpful, and I dismissed others on the grounds that Acronis True Image 8 was such an excellent product… so what could go wrong? Apparently, a lot. It also reinforces my belief that even if a product is wonderful, customer service needs to be as well, or when you're in a hard place, things will really suck.
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