Hi, Firstly I just want to tell Parallels (Inc) that they have an extremely poor system in place to enable customers to contact them. I have just spent over two days trying to make contact without success. None of your online methods work even though I have signed into my account. Your contact options are of no use to me. I do not use FaceBook or Twitter. Your Community Support was useless as it did not allow me to send my query to anyone; instead it just gave a list of previous forum discussions. I tried to resorting to using an old email from a previous query, but Parallels simply ignored this by saying sending an automatic reply demanding a ticket number that I do not have. This is extremely poor support by Parallels. This company should provide an email address for general queries. Please pass this complaint to your management. I eventually found this method to communicate. I have no idea if it will work as it was hidden away out of sight in my account. My current query relates to my licence. I have Parallels 15 on my laptop but it keeps asking for an Activation Key. I cannot find one as I never got an email from Parallels when I bought Parallels 15 last year. How to do I get my activation key? I have read online and within Parallels forums many complaints about Parallels Inc not allowing use of a licence across two computers. I have to admit I find this astonishing that such a restriction is in place purely to make money. Like many others I need Parallels (or something similar) on two computers, ie desktop and my laptop. When will you be implementing the use of a single licence across to devices which is what almost all other software developers do? Kind regards, Stephen Biggs
Hello, Thank you for your feedback. We will transfer it to the Parallels Support management. Also we would like to inform you that we always have a policy: 1 key for 1 Mac. (If any changes will be planed and released we will inform all our users.) In order to resolve the issue with your license key, please share a bit more results with us, when does the issue reoccur? Screenshot of the error windows will be very helpful. Thank you for your cooperation with us.
Thankyou for your reply. Firstly I wish to state Parallel's method to communicate is extremely poor. You replied to my request for info on 28 April but gave no guidance on how to find your reply. I logged into my account but the layout of the messages is so poor that I could not find your message for some days. I looked into my messages under my profile but there was nothing there (why?). I had to guess your response location by pressing numerous links. This is useless to the user. Please ask your management to address this extremely poor way of communication. Regarding my licence. It is with regret I will not be using Parallels again once my version 15 becomes unusable. I have read hundreds of posts that call for Parallels to enable two devices (computers) for a single licence. This is in line with most other software providers. I have since found a number of competitors to Parallels that I will use going forward. Vastly cheaper, multi device use and reportedly as good.
Hello Stephen, Thank a lot for sharing this with us. May be it was my bad, I didn't mention your nickname in my response. Could you please one more time help us with the improving, please let us know did you find this reply easily and faster or not? Thanks in advance.
This complaint is separate from the primary issue of licence restrictions. See previous email. This secondary complaint is not against you personally. It is to notify Parallels that their Support webpage layouts are extremely poor. A new or infrequent user simply cannot find where to reply to a thread. I have just spent another two hours trying to find how to reply to your latest message. Your message appears in my email inbox. No problem. I can read the email thread by pressing 'View This Thread'. But when it comes to replying to this thread Parallels do not provide an obvious means to do this. After logging in the normal way the page opens with various options, see image 1. Choosing Get Support I get multiple icons showing various products, see image 2. But these are of no use as there is nowhere to reply to the email thread. There is no obvious place to find Forums and it appears a user cannot access the Forums when logged in to the Home page. I have to press on the tiny "log in" tab at the top of your email page, a tab that only appears once I have opened up the whole email thread. Only then have I been able to eventually to reply here. Parallels needs to provide a simple way of accessing the email threads in order to be able to reply to them.
Dear Stephen, thank a lot for the provided detailed feedback. I'll transfer it to our management. Thank you once again.
