• Report: #420771

Complaint Review: Acronis

  • Submitted: Thu, February 05, 2009
  • Updated: Fri, December 11, 2009

  • Reported By:Atkinson New Hampshire
acronis.com/ Burlington, Massachusetts U.S.A.

acronis.com Company ignores my request for a purchased and lost license key Burlington Massachusetts

*Author of original report: Better late then never, is that the policy?

*UPDATE Employee: A Note from Acronis Chief Customer Officer

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I had purchased a previous version of their product 'Acronis True Image Home".
My previous computer croaked, and I wanted to install the product on my new computer...but could not find the license key. I have made multiple requests for this information, I provided multiple email addresses because I was not sure what email address I had used to purchase the product. Aside from the automated emails that say "we got your email and will be replying", they have not bothered to reply (not even to say we do not recognize any of your emails, could you give us more information about you).

Atkinson, New Hampshire

This report was posted on Ripoff Report on 02/05/2009 05:44 PM and is a permanent record located here: http://www.ripoffreport.com/r/Acronis/Burlington-Massachusetts-01803/acroniscom-Company-ignores-my-request-for-a-purchased-and-lost-license-key-Burlington-Mas-420771. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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Updates & Rebuttals

#1 Author of original report

Better late then never, is that the policy?

AUTHOR: Rrlou - (U.S.A.)

You have got to be kidding me. I created the posting here in February of this year (after days of trying to get help from your company), and here it is 12/11/2009.  You actually did reply (TWO MONTHS AFTER THE FACT), I ignored you...just like you had ignored me.
What possible incentive could you possibly offer me to ever do business with you (or trust your company), again? 

I have to wonder about the co-incidence of your reaching out to me at this point and time.  It must be that you came across my very recent posting in the Norton 'Other' forum, where I mentioned your extremely poor service (actually no service when it was needed) and this made you look around to see if there was anything else out there that might be detrimental to the public's perception of your company and products and the possible subsequent affect on your company's stock price (I am not going to speculate on whether or not you knew that the Norton posting was mine).
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#2 UPDATE Employee

A Note from Acronis Chief Customer Officer

AUTHOR: Ed Benack - (USA)


I apologize for a poor experience. I just saw this posting this minute.

If you could contact me directly at ed.benack@acronis.com, I will ensure any issues are handled as well as apologize. (I was not able to find any interactions based on the information in this posting.)

Again, I apologize that there was a delayed response. We will make it right.

Ed Benack

Chief Customer Officer

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