Support 1st class but expensive
I recently upgraded my son's desktop PC from Windows 10 to 11. The PC was built a few years ago with Windows installed on an HDD (C: drive) and with 2 SSD drives (D: and E:). It occurred to me that everything (including upgrading OS) would be quicker if the C: and D: drives were swapped around so I looked for a tool that would achieve this. I found references to some free ones but EaseUS seemed to be recommended so I paid £17.54 for their Disk Copy Pro product, installed and ran it. It seemed simple enough - basically just select the target drive (in my case D: ). The migration failed and at the end of it I was left with an A: drive in place of D:, C: was still HDD with Windows on it and was 1Tb smaller than it was before. I quickly signed on and started a chat session with the support team. I was pleased to find that I didn't have to wait long for a support technician and that it was Warren, who I had read good reports of on these pages. Warren requested access to the PC via Teamviewer and informed me that the migration had failed as the PC setup was 'special'. I think the gist was that the OS components were split over 2 drives, which the migration tool couldn't deal with (something to look into EaseUS ?). So, I asked, is it not possible ? I was told that it was possible, but I would have to sign up for VIP support and was shocked when I was informed that this was $99. No thanks I said. How about $69 ? they said. What could I do but accept. I went to the payment screen, only to find the cost was actually £69. I mentioned this to Warren and he suggested this was due to 'exchange rate and taxes'. Anyway, to cut my long story a bit shorter, Warren sorted out the issues, although there was a worrisome half hour trying to access some bitlocker keys. The PC was now massively quicker than before. But, a couple of days later I returned to it to reinstall the antivirus software. That went ok, but the PC took an age to shut down afterwards. The next time I logged on I found that all the changes Warren had made had been backed out, to the point just after the migration had failed. I got back onto the support chat session and luckily it was Warren, so he was familiar with my situation. I asked if I still had VIP support, to which he replied no and that he was assisting me as a goodwill gesture. Anyway, he sorted the problem out (though neither of us understood why the changes had been reverted - must be a Windows thing). So, to summarize, I paid £17 for the product which failed, had to pay $69 which turned out to be £69 to get it fixed and, were it not for Warren's goodwill gesture, would have presumably been expected to pay another $69/£69 for further assistance.. Excellent support from Warren but if I'd known what it was going to cost me I would not have started the process - not with EaseUS anyway.