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Acronis International Complaints Summary

3 Resolved
5 Unresolved
Our verdict: Engaging with Acronis International, which has a below-average resolution rate, demands caution. Thoroughly assess their service reviews and explore how they handle unresolved complaints. If you encounter issues, document your experiences meticulously and be persistent in seeking resolutions.
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8:23 am EST

Acronis International Product fails and no customer service

I purchased anti-virus software from Acronis and it fails to work. I tried contacting them a few weeks ago and they claimed it was due to having two anti-software products on my MAC. I removed the other software and it did nothing but open my MAC to virus, as the Acronis product does not work. Calling their support line worked one time and then it would go to an audix that they never responded to the messages left. I escalated to senior leadership over and over and finally they had an employee, who claimed he was within the leadership team, contact me saying he would stay with the case to completion but never sent the email to give me his contact information as he stated he would. He and a tech accessed my computer and extracted files. Now someone that states she is an expert shared it would take additional days for her to even begin looking at the material My bank said my information was found on the dark web and that it was not anything they have seen as a hack, so it has to be due to Acronis not working and after weeks they still are delaying the support. I asked for a refund and they said I purchased it from a 3rd party when I have proof that I purchased it online from them. Every day they delay I'm at risk for indemnity theft, banking and data risks. Their leadership seems to think this behaviour is good for their bottom line as they needed to step in and assure this is cared for quickly and they never reply. This company shouldn't be allowed to sell in the US market over the lack of quality, service and delays in even assisting when it fails to work. They use one support email address that they don't respond to until you escalate and then they do one step and say it will be delayed even longer while, based on my bank, is impacting my identity and banking information.

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11:21 am EST
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Acronis International Worst Customer Service imaginable

This company appears to not care once they have your money. Service is not working, they sent one email saying to fix it myself and then blocked me from reaching an agent. I received one call from them and it came from an overseas phone with no caller ID. When I didn't answer it, I received a message saying to research it myself to resolve the issue. At one point I was told to delete the 2nd software I had on my MAC. At one point, I refused as I was afraid that Acronis wouldn't protect me from viruses. Eventually I deleted the other software and it of course didn't resolve the issues with Acronis. Now they have blocked me from reaching a live agent and when you leave a message, no one responds.

Desired outcome: Refund

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Update by RWz
Mar 10, 2023 11:19 am EST

Resolved with a refund.

Update by RWz
Mar 10, 2023 11:16 am EST

Refunded my money and is now resolved.

Resolved

Refunded money

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5:41 pm EST

Acronis International acronis true image 2019

I bought the product and trusted on the companies good name. After 6 months I wanted to recover my data. This did not work. The destination hard disk was not detected because it is of the type NVe. As a work around you need to create a bootable Pve USB. However the menu's are unreadable because of missing drivers and the Synology nas which contains the source backups cannot be detected.

The knowlegde pages of Acronis indicate that they do support Nve drives. Customer support informed me, that this is not always the case. Well unfortunately for my lost data and all my free time, trying get this product to work.

Since the product is not working for my (not uncommon Dell-xps15) system, I asked for a refund. That did not sound unreasonable to me. This is denied and the support call is immediately closed.

So people do not spend your money here. Use the default windows backup/recovery and save yourself frustration and your money.

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Is Acronis International legit?

Our verdict: Complaints Board's thorough examination reveals Acronis International as a legitimate entity with notable strengths. Despite a 37% resolution rate on customer complaints, which invites a closer look, Acronis International stands out for its commitment to quality and security. Clients considering Acronis International should delve into its customer service record to gauge compatibility with their expectations.

Acronis International earns 96% level of Trustworthiness

Perfect Trust Endorsement: Acronis International achives 96% ligitmacy per Complaints Board. Highly recommended, yet always stay vigilant.

We found clear and detailed contact information for Acronis International. The company provides a physical address, 2 phone numbers, and 2 emails, as well as 4 social media accounts. This demonstrates a commitment to customer service and transparency, which is a positive sign for building trust with customers.

The age of Acronis International's domain suggests that they have had sufficient time to establish a reputation as a reliable source of information and services. This can provide reassurance to potential customers seeking quality products or services.

Acronis.com has a valid SSL certificate, which indicates that the website is secure and trustworthy. Look for the padlock icon in the browser and the "https" prefix in the URL to confirm that the website is using SSL.

Our scan shows Acronis International website is free from malware and phishing activities, which are types of online threats that can include viruses, worms, Trojan horses, ransomware, and other malicious code, as social engineering tactics used to trick users into sharing their personal information.

Acronis.com has been deemed safe to visit, as it is protected by a cloud-based cybersecurity solution that uses the Domain Name System (DNS) to help protect networks from online threats.

Acronis International as a website that uses an external review system. While this can provide valuable feedback and insights, it's important to carefully evaluate the source of the reviews and take them with a grain of salt.

Several positive reviews for Acronis International have been found on various review sites. While this may be a good sign, it is important to approach these reviews with caution and consider the possibility of fake or biased reviews.

We looked up Acronis International and found that the website is receiving a high amount of traffic. This could be a sign of a popular and trustworthy website, but it is still important to exercise caution and verify the legitimacy of the site before sharing any personal or financial information

However ComplaintsBoard has detected that:

  • Despite a high level of trust, our investigation found issues with Acronis International's service, including poor customer service, lack of accountability, and responsibility to resolve complaints. Customers may face long wait times for responses, receive generic or unhelpful answers or no response at all. Only 37% of 0 complaints were resolved.
ComplaintsBoard
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4:49 pm EDT

Acronis International acronis total image

Acronis destroyed my computer!... Warning!

I restored my desktop to a previous date using acronis true image. “restore was successful “ appeared after several hours; however windows 10 did not boot up and the following message appeared each and every time:
Ntldr is missing,
Press alt-ctrl-del to restart.
I inserted the acronis emergency boot disk, windows repair disc, and a self-boot windows 10 image hoping to hit repair when it boot up, but the pc did not boot up normally.
As instructed by acronis and microsoft tech support, I changed the bios to boot from the cd ram (More than 100 times) and the program did not save the changes. Acronis tech support in tried to help me in various occasions unsuccessfully.
After many days wasting precious time, an acronis manager in india said that probably there is a problem with the hardware. This is absurd because when I replace the bad hard drive with an old one running windows xt, the computer runs fine. Obviously there is a bug in the program because the message “restore was successful” should not appear when errors exist.
I offered to send them the actual hard drive so that their technicians can figure out what is wrong with the program, develop a correction and create a patch or update - they did not care
Acronis does not stand behind the software – you are own your own when acronis fails to perform – obviously there is an error in the restore program
Don’t be a victim…….. Do not buy acronis!

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6:58 pm EDT

Acronis International warning: acronis destroyed my computer

I restored my desktop to a previous date using Acronis True Image. “Restore was Successful “ appeared after several hours; however Windows 10 did not boot up and the following message appeared each and every time:

NTLDR is missing,
Press Alt-Ctrl-Del to Restart.

I inserted the Acronis Emergency Boot disk, Windows Repair disc, and even a self-boot Windows 10 image hoping to hit Repair when it boot up, but the PC did not boot up normally.

As instructed by Acronis and Microsoft Tech Support, I changed the BIOS to boot from the CD Ram (more than 100 times) and the program did save the changes. Acronis Tech Support in tried to help me in various occasions unsuccessfully.

After many days wasting precious time, a manager at Acronis in India said that probably there is a problem with the hardware. This is absurd because when I replace the bad hard drive with an old one running Windows XT, the computer runs fine. Obviously there is a bug in the program because the message “Restore was Successful” should not appear when errors exist.
I offered to send them the actual hard drive so that their technicians can figure out what is wrong with the program, develop a correction and create a patch or update- they did not care.

Acronis does not stand behind the software – you are own your own when Acronis fails to perform – obviously there is an error in the restore program
DON'T BE A VICTIM……..DO NOT BUY ACRONIS!

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1:22 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

Acronis International faulty product

I received my Acronis True Image 2014 installation disc in the mail from Cleverbridge. The back of the disc had an abundance of scratches on it, as if it had been used by someone else and returned, although I am in no way stating that this occurred. The scratches are of a type denoting usage, not manufacturing processes. There was also an indication that someone had tried to clean it by wiping it with something. I paid $20.00 for the disc and I expect it to be a new, unblemished disc. Acronis contacted Cleverbridge about the issue and Cleverbridge is sending a replacement disc but the fact of the matter is that sending a disc that looks like it was tossed around in a pile of hay is an indication of poor quality control.

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10:16 am EST
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Acronis International product does not work, no refund

After my last complaint about not being able to laod the program I purchased and the company making getting a refund nearly impossible (Too much time for the amount) I received an email from Steven Lawton from Acronis offering to help. I wrote him an email. The response I got was from Acronis customer service telling me that I they would not give me a refund. I wrote several emails to Steven Lawton and never received any answers. Further showing the poor customer service provided by Acronis.
Stay away

Read full review of Acronis International and 12 comments
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Edna Eudave
, US
Aug 18, 2017 1:10 pm EDT

I have had nothing but problems with this company. They were happy to let me upload all content that I wanted for 99.00 unlimited, until the year after where they sent me an email stating that they are now charging a per megabyte fee. SO now that I have one year of backup 4.8 Terrabytes of information and I want out. They are making it nearly impossible.
I have a 50-100 megabyte per second download speed and downloading from their server is at 1 second per megabyte plus it has crashed everytime that I have tried to download.. I am just trying to download a few files at a time.. keeps crashing. Most of the time the "Server is unavailable" just a TRASH service worst SCAMMERS ever! DO NOT USE!
I have reached out to customer service and they told me that I have 30 days after my subscription to download everything. I CAN'T EVEN DOWNLOAD A FEW FILES AND I HAVE BEEN TRYING FOR DAYS!

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Charles A. Clifton
, US
Jan 20, 2016 10:43 pm EST

screw

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Charles A. Clifton
, US
Jan 20, 2016 10:38 pm EST

Bought True Image 2016 and all I can say is that it is a piece of CRAP ! ! Customer Service is a joke ! ! No refund so you get SCREWED ! !

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Y-TRI Plbg & Htg, LLC
Viroqua, US
Jun 18, 2009 3:33 pm EDT

We got double charged, once on 2-16 -09 and once on 2-17-09 to our credit card #[protected]. It is a Visa. The expiration number is:02/2010. The last three numbers are: 916. This is my second complant. I wans $49.99 credited to our credit card ASAP please. If you have any questions, please call [protected] and ask for Cindy or Karri

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DRI*Acronis,Inc.
Viroqua, US
May 11, 2009 3:51 pm EDT

DRI*Acronis, Inc. charged our Visa credit card $49.99 twice. I authorized one time, not two. The account number is: [protected]. Please call me and advised me at [protected].

Thank you,
Karri Yttri, owner
Y-TRI Plgb & Htg, LLC

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the pet grandma
, US
May 09, 2015 11:16 pm EDT

I just bought True Image 2014 and it is complicated and difficult to use and I have spent hours reading "how to" and then 1 hr on the phone with tech support and then a day later 2 hrs in an online chat. I hate this product. And unfortunately I cannot get my money back from the eBay seller. The whole software, website, etc. is not user friendly. Everything is written about in a techie style and presumes that you already understand many things so they offer no explanation. One minute you are innocently looking down a small hole in the ground and the next you are sitting at a table having tea with Alice! Unbelievable! But on the positive side, their customer service people are calm, and polite and patient.

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Cliffw19
Sarasota, US
Dec 22, 2014 3:12 pm EST

Just bought Acronis True Image 2015 from Best buy. Serial numbers don't work to activate product and customer support doesn't exist unless you pay for customer support. I have no idea if the product is good or not but as a whole, the company service sucks. I am deleting the software, returning to Best Buy and will not do business again with Acronis because if you cant get support for activating their product, imagine what kind of service you would get if you have a major computer problem... NONE

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ednachman
Jefferson, US
Nov 01, 2009 11:20 am EST

I can get NO repsonse from Acronis on the problems I am having.

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Greece
, GR
Jan 11, 2011 12:05 pm EST

Customer: I purchased a new Desktop computer and tried to restore the image I had created ON THE SAME day from my old system. I ended up having to install 153 programs because the restore was not possible FOR NO specific reason (i.e. no error code).
Customer: The image was a FULL BACKUP and not incremental or anything else for that matter. The image was fully validated at the time of the creation by your program and there had been no errors reported.
Acronis.: It is requested that you contact us when the issue occurs.
Customer: Dear Sir, are you reading this? How am I to contact you when the computer can NOT BE RESTORED please?
Customer: I direct your attention to the fact that i have purchased the Plus Pack in order to have the Universal Restore function.
Acronis.: Well. I have seen that in our database that you upgrade from Acronis True Image Home 2010 to 2011 including the Plus Pack.
Customer: That is correct.
Acronis.: I apologize for the inconvenience caused to you.
Acronis.: But we never came to know that you had an issue with our products.
Customer: I understand your apology but I am outraged for having paid my money for EXACTLY this SPECIFIC purpose and it is not working. I have had numerous problem with the product, if you want me to, i can point you to the support tickets too.
Acronis.: I assure you that you will get the best support to resolve all your issues.
Customer: Dear sir, what are you telling me now? Your product failed miserably to deliver for EXACTLY the purpose that I purchased it. I have been installing everything manually.
Acronis.: There is no need for manual installation. Our product is designed to perform restore over dissimilar hardware/
Acronis.: There could have been many causes due to which restoration failed.
Customer: So, if I try to install the image again and AGAIN it does not work, will YOU install 153 programs?
Customer: Please explain the possible causes. I wish to listen to each and every one of them.
Acronis.: There is no point in doing rework.
Acronis.: Please let me know the exact issue faced by you.
Customer: I purchased a new Desktop computer and tried to restore the image I had created ON THE SAME day from my old system. Simple.
Acronis.: Did you validate the archive?
Customer: Please read my responses carefully. Read above.
Customer: The image was fully validated at the time of the creation by your program and there had been no errors reported
Acronis.: Where was is stored?
Customer: On an external NTFS disk drive. USB 2.0 connection.
Acronis.: Did you move the archive before restoration?
Customer: No.
Acronis.: How did you create the bootable media to perform restoration?
Customer: I placed the Acronis Startup disc in the CD and tried to restore to the new system.
Customer: Yes I had created a NEW Acronis bootable disc.
Acronis.: What issue did you face during restore?
Customer: The program would popup a message reading "Error" and nothing else. No error message code, no "corrupt image", no nothing.
Acronis.: You could have contacted us at that time. Your old computer was working at that time.
Customer: No, it was not. How am I to contact you when the computer can NOT BE RESTORED please? I foolishly placed my trust in your program and removed it.
Acronis.: How did you create the bootable media?
Customer: Are we going in circles here? Did you not just ask me the same question?
Customer: I placed the Acronis Startup disc in the CD and tried to restore to the new system. I had created a NEW Acronis bootable disc.
Acronis.: How did you create it?
Customer: From your program. I followed the program's instructions.
Customer: Dear sir, please do pardon my edginess, but I have been working straight for TWO days now in trying to restore my new system, because your program failed to deliver.
Acronis.: If I am correct, you installed Acronis True Image Home 2011 and Plus Pack and then followed the software wizard to create Acronis Bootable media.
Customer: And please DO understand that I have ALSO to work, and my Desktop is the tool of my work.
Acronis.: Yes, sir, you are totally correct.
Acronis.: It is recommended to download ISO file from your account at Acronis website & perform the operations with new Bootable Media.
Customer: But I would risk of destroying EVERYTHING that I have installed so far. Besides, the program OUGHT to have worked, right?
Acronis.: I would never recommend to overwrite the hard work you have done.
Acronis.: I thank you for your understanding. Do permit me to repeat myself. The PROGRAM SHOULD HAVE WORKED, right?
Acronis.: That's true.
Customer: All it had to do, was install on a brand new disk.
Customer: I even mounted the old drive and THEN tried to clone. No use. No work. No good.
Acronis.: I understand your frustration.
Customer: Admittedly, the news system is different in hardware terms (MB, CPU) but the program I purchased (Plus Pack) was EXACTLY for this purpose, right?
Acronis.: I totally agree with the fact that program should have worked. I would also insist that Customer Service should be contacted at the time of issue not after getting a workaround. At this point of time, we cannot assist you because you do not have any persisting issue.
Customer: How could a customer contact you when in between restoring? The program ought to work failsafe. That is exactly the reason why we buy the program in the first place. Otherwise we would not need the program, we could just call you up and receive instructions.
Acronis.: You would have send us an e-mail from a Cyber Cafe.
Acronis.: Was your old computer not working at the time of backup?
Customer: Oh please. What would have happened if my HDD failed? The image was stored on external disk and the new disk to be installed at, was new. What would Acronis do then? My old computer was in perfect working order, albeit old. I was working on it.
Customer: What would have happened if my HDD failed? The image was stored on external disk and the new disk to be installed at, was new. What would Acronis do then?
Acronis.: You might have used that computer at the time of issue.
Customer: Is this not PRECISELY the reason why I purchased your program? What would have happened if my HDD failed? The image was stored on external disk and the new disk to be installed at, was new. What would Acronis do then? Is this not PRECISELY the reason why I purchased your program?
Acronis.: I agree that the software should work as advertised.
Customer: Please sir, for one moment, DO try to place yourself in my shoes. I have to deliver my work on Monday morning and found myself having to install 153 programs. How would you have felt then? Cheated, foolish, frustrated. Do you understand?
Acronis.: I will submit your feedback to the concerned team.
Acronis.: You had user guide to follow the instructions
Customer: I wish to return your product to you and I do NOT care for any refund or anything else. It is terrible and made my life miserable.
Acronis.: I understand your frustration and apologize for the same.

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Db Smith
Santa Fe, US
Sep 12, 2010 1:36 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

I have had nothing but failures from Acronis True Image products since they abandoned True Image 9.00. I upgraded and the newest version (at the time) True Image 2010 has never worked. There has never been any support for problems in getting the new program to operate properly. They do have a chat with an offshore support center for recovery problems, and it may be commendable, but if you cannot get the ongoing backup software to work, what good is it. Acronis technical manuals (Knowledge Base, as they call it) is frustrating, and illogical. Using it is extremely time consuming, because it usually just links you to 2 or more other Knowledge Base pages, which again link you with two or more related pages, ad infinitum. I had good experience when I originally bought True Image 9.0 but in the last year or so, Acronis quit providing any support for it. I have tried to reload it several times after failing to get the upgrade to do anything right. Reloading 9.0 fails due to some missing .dll file now and Acronis has no means to reconcile that problem, and I cannot locate the .dll application on the internet. As far as I am concerned, Acronis True Image is a load of horse crap, and I see from others that their latest version, 2011, is full of problems too. Hell is not half full, and people from Acronis have their place in the line for it.

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11:16 am EST
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The complaint has been investigated and resolved to the customer’s satisfaction.

Acronis International did not work, no refund, run around

Bought the software and tried to load. It failed after 3 hours of trying. I went to their internet customer service. After 1-1/2 hours still nothing. I said I wanted a refund. Was told I would get an e-mail with instructions on how to proceed. It was just a further run around. More computer steps and runing other things.
Bad product!
Bad Company

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