MGood777
07-22-2008, 07:06 PM
This is perhaps the most frustrating thing I've ever come across as a consumer, and so I have to share the story here. Perhaps it will save somebody else from the same grief. I bought Acronis True Image 11 on 7/4/08. It crashed my computer on 7/5/08. I spent over a week working with their tech support to try and fix it. When they realized they couldn't fix it, they stopped talking to me and now won't return my calls or emails. Here is an email I just sent to their VP of Sales, Director of Support, Regional Sales Manager, and to a few senior executives whose names I found on their web site...
Acronis,
To illustrate the cause of my extreme frustration, I offer you a timeline of events:
1. On 7/4/08 I purchased your True Image software.
2. On 7/5/08 I installed your software and it crashed my nearly new (purchased January 2008) Dell XPS personal computer.
3. On 7/5/08 I purchased your priority support service.
4. I worked with your technical support personnel from 7/5/08 until 7/13/08 without success. They were unable to repair the damage done by your software. In attempting repairs I discovered through my own research that the damage done was likely fatal to my operating system installation. My hard drive would likely need to be reformatted and the operating system reinstalled.
5. On 7/14/08, I spoke with Kara Smith, Sales Representative, and requested a resolution outside of your technical support channels. I requested that Acronis refund my money and pay to recover my personal data files from the drive before reformatting. There was no response from Ms. Smith with an answer or a resolution.
6. On 7/16/08 I was contacted by Robert Frost, Director of Support, who offered his assistance resolving the problem. I reiterated my position to Mr. Frost that I believed my operating system had been fatally damaged by True Image, and that the only resolution could be to reformat and reinstall. I explained to Mr. Frost that I only wished for Acronis to refund my money and pay for the recovery of my files. I offered to bear the complete burden of reinstalling and restoring my system. I also offered to pay for the repairs upfront and be reimbursed by Acronis. There was no response from Mr. Frost with an answer or a resolution.
7. On 7/17/08 I received a voice message from Ms. Smith who said the problem was being worked on, but gave no additional details.
8. On the morning of 7/21/08, upon hearing no further word of a resolution, I sent emails to Ms. Smith, Mr. Frost, and Mr. Ethan O'Rafferty (believed to be VP of Sales) imposing a deadline of close of business on 7/22/08 before which time I expected a resolution. I explained that if the issue was not resolved by that time, I would take further actions and seek resolution outside of Acronis.
9. On the evening of 7/21/08, I left a voice message for Ms. Smith reiterating my position that I expected resolution by the end of the day on 7/22/08 or I would pursue other means of resolving my problems.
10. As of now, 3:30pm PST on 7/22/08, I have no further information from Acronis. I have heard nothing from any Acronis representative since the voice message from Ms. Smith on 7/17/08, and at no time since I proposed a resolution on 7/14/08 did Acronis reply with any acceptable alternative nor a solution for resolving my problem.
My computer has been damaged and unusable since 7/5/08, almost 3 weeks. Acronis has stopped speaking to me. I can only assume that Acronis is unwilling or unable to resolve my problem. As such, I fully intend to pursue other means of resolution.
* I intend to publish my reviews and experiences on as many consumer web sites and Acronis sales channels as possible.
* Because Acronis has a presence in Emeryville, CA I intend to contact the "consumer advocate" resources of Northern California media outlets, such as local television news programs in the SF Bay Area.
* I intend to pay myself for repairs to my computer system, and seek restitution for my direct and indirect costs through small claims action filed in Alameda County, CA.
I remain willing to accept a resolution from Acronis and forego the previous actions if I'm contacted immediately after sending this email.
Michael Goodman
Sacramento, CA
Acronis,
To illustrate the cause of my extreme frustration, I offer you a timeline of events:
1. On 7/4/08 I purchased your True Image software.
2. On 7/5/08 I installed your software and it crashed my nearly new (purchased January 2008) Dell XPS personal computer.
3. On 7/5/08 I purchased your priority support service.
4. I worked with your technical support personnel from 7/5/08 until 7/13/08 without success. They were unable to repair the damage done by your software. In attempting repairs I discovered through my own research that the damage done was likely fatal to my operating system installation. My hard drive would likely need to be reformatted and the operating system reinstalled.
5. On 7/14/08, I spoke with Kara Smith, Sales Representative, and requested a resolution outside of your technical support channels. I requested that Acronis refund my money and pay to recover my personal data files from the drive before reformatting. There was no response from Ms. Smith with an answer or a resolution.
6. On 7/16/08 I was contacted by Robert Frost, Director of Support, who offered his assistance resolving the problem. I reiterated my position to Mr. Frost that I believed my operating system had been fatally damaged by True Image, and that the only resolution could be to reformat and reinstall. I explained to Mr. Frost that I only wished for Acronis to refund my money and pay for the recovery of my files. I offered to bear the complete burden of reinstalling and restoring my system. I also offered to pay for the repairs upfront and be reimbursed by Acronis. There was no response from Mr. Frost with an answer or a resolution.
7. On 7/17/08 I received a voice message from Ms. Smith who said the problem was being worked on, but gave no additional details.
8. On the morning of 7/21/08, upon hearing no further word of a resolution, I sent emails to Ms. Smith, Mr. Frost, and Mr. Ethan O'Rafferty (believed to be VP of Sales) imposing a deadline of close of business on 7/22/08 before which time I expected a resolution. I explained that if the issue was not resolved by that time, I would take further actions and seek resolution outside of Acronis.
9. On the evening of 7/21/08, I left a voice message for Ms. Smith reiterating my position that I expected resolution by the end of the day on 7/22/08 or I would pursue other means of resolving my problems.
10. As of now, 3:30pm PST on 7/22/08, I have no further information from Acronis. I have heard nothing from any Acronis representative since the voice message from Ms. Smith on 7/17/08, and at no time since I proposed a resolution on 7/14/08 did Acronis reply with any acceptable alternative nor a solution for resolving my problem.
My computer has been damaged and unusable since 7/5/08, almost 3 weeks. Acronis has stopped speaking to me. I can only assume that Acronis is unwilling or unable to resolve my problem. As such, I fully intend to pursue other means of resolution.
* I intend to publish my reviews and experiences on as many consumer web sites and Acronis sales channels as possible.
* Because Acronis has a presence in Emeryville, CA I intend to contact the "consumer advocate" resources of Northern California media outlets, such as local television news programs in the SF Bay Area.
* I intend to pay myself for repairs to my computer system, and seek restitution for my direct and indirect costs through small claims action filed in Alameda County, CA.
I remain willing to accept a resolution from Acronis and forego the previous actions if I'm contacted immediately after sending this email.
Michael Goodman
Sacramento, CA