Dear Parallels
Let me try to explain in other terms. I won't go over the many details of why your whole upgrade approach smells like a sneaky, greedy and dishonest bait and switch. This thread has many expressive posts in that regard. Let me add a very REAL destructive scenario that added insult to injury.
- Paralells entices us with an upgrade notice while the VM is live
- we read the release notes (no mention of limitations) and proceed believing it's all good.
- Parallels upgrades the app to 12.1, then a popup informs us that our configuration is now invalid with 4+cores and 8GB+.
- It is a blocking popup. The only way out is a cold shutdown, as it suggests. Like unplugging our computers.
- We lose data.
There you go. After many Parallels support posts, not even an apology for that.
The LEAST you should have done was offer a free PRO upgrade for existing customers while you figure out how to truly differentiate your product (and state so up front in your marketing material! User guide just doesn't cut it...) An 8GB limit for a modern OS is simply not acceptable even for a Standard edition. You're in the business you should know better. Some of us use OSes for more than just playing Solitaire. We also develop on them. It's no longer about the measly upgrade price (which most of us were entirely ready to pull the trigger on anyway), but really the principle of it all. Can we trust you?
I would strongly recommend Support review their entire approach here. It is not customer friendly. You are actually affecting more of your loyal customers (8+ years here) then unsuspecting newbies. That's what stings the most.
You guys are just plain wrong. Show you really care.
EDIT: Other ideas on how to smoothen this "upgrade" process for others...
- Don't allow live updates of your upgrade when you make such breaking changes
- Give users a "grace period" while you differentiate your product. Maybe with a time limited upgrade to Pro.
- Give users's very prominent notice of the new limitation(s)
- Release parallel 12.0 point upgrades with your new fixes without affecting the core resources
- Free or almost free upgrade to Pro for a limited time
- Maybe extend the subscription period for those who have legitimate issues
- Update your website and marketing material appropriately. Don't just bury your notice in the basement, down the hall, inside a bathroom stall...
Any combination of the above will show you sympathize and are willing to go an extra mile to help your loyal customers. Your marketing department should have already thought of this ...
Last edited: Nov 17, 2016