Being Recognized as Excellent by our Customers is nothing more Satisfying for Acronis. See the letter our Support team received
At Acronis, we always work to provide the best service and while we strive for perfection it is a hard goal to achieve. Along the way however, its always nice to hear that we provided our best and we would like to thank Mrs R. from Dalla for her email. See by yourself:
"I feel there are far too many people who only voice an opinion when they are unhappy about a situation or a circumstance and then want to complain. After having worked many years in Dallas for a man who was considered "The King of Customer Service" in retailing world wide, Mr. Stanley Marcus, I discovered the great value for a great employee and the satisfaction I felt when I sent a letter of praise to compliment and thank someone for something they had done for me or just in general on
having a wonderful attitude about helping. And I feel most strongly that Vineet Nair is one of these people.
I will not take up your time by relating my problem but suffice to say that my long time IT man has moved away and I was doing my best to make use of your product that he installed, but did not initiate. Though I am quite competent on the computer using programs I am familiar with, that was not the case with my new Acronis back -up system. I did my best to follow instructions on your web site but reached a point that I could not get past.
I was turned over to Vineet. Thank goodness. He was quick to understand my frustration and incompetence. After asking me questions and helping me to find the answers on my computer he began handling everything remotely while explaining what he was doing and why so I could learn. He ultimately got all up and running for me and then mentioned an additional option to me. I am very worried about losing information so I asked for a further explanation. He was most patient again and when I said I wanted this option, as well, he took care of that purchase, a refund on the previous one I had bought, and then initiated the additional "cloud" back up. Though I can see exactly where my computer is backed up on the Seagate I have no idea where the "cloud " is, or what it is but I feel very secure knowing that if I have a problem Vineet does and will take care of it for me.
Needless to say we were on the phone for a long while so we also had the chance to chat a bit. He is a polite, articulate and charming young man. I not only was grateful for his assistance but so enjoyed getting to know him. He made a long and arduous process not just palatable but enjoyable. I will never dread having a problem with Acronis as I have no doubt he will take good care of me.
Vineet, exhibits the kind of attitude and action that accounts for excellent customer service in every business, but in this economic environment it is what sets one company apart from another. I have only been using Acronis for 4 years now, but you can rest assured that because of him I will remain loyal and that is why I wanted to contact you today. Vineet is the kind of employee we all hope to find, to hire and to keep and one who I know I can contact again should another problem arise. So, I do hope you will commend him yourself on his exceptional service & attitude that keeps your clients loyal."