Upgrade??? Support???

Today I tried to upgrade my mac to the most recent OS X release. Searching the net I found out that I needed a newer release of parallels to still be able to use my virtual machines. Until now I had been using Parallels 9 with OS X 10.9.5. What followed was close to a disaster in customer relations.

So what did I do?
I followed one of your numerous advertisements to upgrade my installation after starting up my local parallels installation. So you asked me: "Do you want to upgrade to parallels 12?" I said yes.
"Get the upgrade online for 49,99!" I said yes.
"Pay via paypal." I said yes, payed via paypal, downloaded the software, got the software key.
Tried to install it on my computer, but got a message that this version was not compatible with my "old" OS X. Okay I thought, I will upgrade my os first then. Installed the update overnight and tried to install the new parallels 12 then.
I registered my key and put it into the form when being asked for it. Now I needed to put in the key from the old installation. Dug that out but the form still would not be satisfied asking me over and over again. Finally I realized, that my "old" key was not accepted since it was from version 9 and the oldest acceptable key should have been from version 10.

Why am I really annoyed now?
I have been a registered customer for years (since version 6). You are well aware of the licenses that I have or had in use. When I start the upgrade process out of your running software (which you advertise at every startup) I get guided through the purchase, I can complete the process no problem and end up with a software I cannot use???

I tried to call the german support but got kicked out of the line 3 times for no apparent reason and without ever getting any kind of support or advice other than to stay in line to talk to somebody personally!

So I ended up with a virtual machine I can no longer use and with a piece of software I cannot use either and your support obviously does not care! By the way I have to finish my tax declaration within the next 8 days which is the sole purpose of running parallels in the first place.

How are you going to solve this?

 

Hi,
Customers who are using Parallels Desktop 2/3/4/5/6/7/8/9 for Mac are not eligible for upgrade pricing for Parallels Desktop 12 for Mac.
Parallels stopped support and maintenance for Parallels Desktop 9 for Mac with the release of Parallels Desktop 11 for Mac.
To take advantage of all the new features of Parallels Desktop 12 for Mac, you will need to purchase a full copy of Parallels Desktop 12 for Mac on our website:
http://www.parallels.com/products/desktop/
For more information on Parallels End-of-Life (EOL) Policy Statement please refer to the following KB article:
http://kb.parallels.com/123875
Parallels is a software company that focuses our resources on creating virtualization software to support both the Mac and Windows communities. This development comes with costs and it is not feasible to offer free upgrades for copies that were sold prior to the Tech Guarantee.