Worst Customer Service EVER - DO NOT BUY PROGRAM

I own 3 copies of parallels and have had issues with 2 of them. I am a network tech so not a novice when it comes to troubleshooting. I have emailed repeatedly and not received a response to my issue. I have then called and have had a customer service rep Amy ask me to email her directly to make sure that my trouble ticket gets addressed. Still, I have not received a response, it has been 5 days. I have re-emailed both Amy and support to ask why my ticket has not been addressed especially since i see it in the support open ticket queue, and no response to that email. This company not only makes a product that does not work even 80% of the time and they also don't support it. Spend your money elsewhere

 

Question

Is it possible that they are looking into your problem?

It's also possible that the specialist is sick or on holiday.

However Customer Relations dictates that they should really appraise you of what is going on - especially as it's now VERY public.

Come on Parallels, here's a chance to shine!

My own experience of Parallels has been without peer and it's worked very well indeed.

 

Update

To be fair to Parallels I am posting another reply since I did speak to them yesterday and they were helpful and solved my issue, for now, which I will explain below. The one caveat is that I spoke to them yesterday due to my calling back in again. They may have contacted me on their own but who knows when? After so many days with being down and already in their queue, it was already past the unacceptable time frame. I work with a much smaller software company and we have to have contact within 24 hours with any tech issue or we lose customers and get blasted on ours and other forums. Being my third email in as well as multiple calls in (every email and call I was polite and professional) the ball was dropped. I state "for now" since my issue has been resolved before only to return at a later date - no known reason why. I have searched the forums and it is a very common issue that others have as well and it is quite basic, so it is not a system configuration or other customized, specialized issue. Again, they were very helpful yesterday to which I thank them, but again, unless I called in and forced the issue, I don't know when, if ever, I was going to hear from them.

 

Thanks for the response.

In this day and age with modern communications, it is VERY short sighted not to acknowledge complaints without constant niggling at them for a response. EVEN if that response is to say there will be a delay.

I must confess that I am apt to 'lose it' sometimes because people don't respond the way I want them to. I suppose they don't understand MY priorities and I am naive enough to think that I am one of theirs.

All's well that ends well. Without complaints and feedback however, they would only be able to improve the product one-sidedly rather than interactively.

Take care.

 

It is hard to take your complaints seriously when it is clear, based on the number of posts you have made in this forum (two, both in this thread), that you did not do very much to try solving the problem on your own.

This user forum is an excellent resource, and should be considered the first place to go for help. If you had posted your problems in this forum and had not made any progress that way, then you would be justified in complaining about a lack of response from Parallels.

Meanwhile, you claim to be a "network tech" but if you truly are somebody who knows something (as opposed to the person in your office who happened to plug the network cable into the wall) then you probably would have already read this page, to know how to ask an intelligent question http://www.catb.org/~esr/faqs/smart-questions.html

You say "I own 3 copies of parallels and have had issues with 2 of them" well, why not use the one copy you have that works well and toss out the other two copies? You still have licenses for the other two, so there is nothing wrong with doing that.

Or is it that you really meant to say, "I have Parallels on 3 computers and 2 of them have problems"?? In that case, it is YOUR computers that have the problems, there is nothing "wrong" with the software.

I am no Parallels fanboy (though I use and like their software), and I am not saying that their customer support is one of their strengths. But to call it the "worst ever" is ridiculous, and indicates your lack of experience with real world computing applications.

I hope this thread gets deleted, not because I am into censorship, but because I think that removing this thread will contribute positively to the overall intelligence level of this forum.

 

We had technical support reorganization, so you can submit ticket now, and it will be processed in 1-2 days