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?
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?
