What the heck is going on?!

Pat_Murr said:
Let me start off by saying Parallels as a program is a great product. Parallels as a company is about as bad as I've come across.

Here's my story:

I purchased Parallels on June 1 from the Apple Store (first mistake, paid too much, oh well). I tried to load it and got a message that my activation key "seemed" to be invalid. I sent an email to support@paralles.com and got a very prompt return email that asked me for a screen shot of how I typed in my activation key and the error message. In the mean time I downloaded a temp key to help me get up and running. It took me a day or so to figure out how to get to the activation page again but I did and sent the screenshot.

The install did not go well and it kept freezing at a certain point. So, I purchased the $29.99 one time phone service to try to get the insallation issue resolved. When I called I got a message that said they were experiencing trouble with their phone system and I might be on hold for a long time, please be patient. After about ten minutes a recording came on that said nobody was available to take my call and then I was disconnected. I tried the phone service for the next three days several times a day and got the same result. I then found this forum and thanks to some helpful threads got the software installed and runing smoothly.

I then tried to call the main number to cancel my phone support and ask for a refund of my $29.99 and see what was up with my activation key. After navigating through a bunch of menus I finally got to customer service. It went straight to voicemail. After the recording said "please leave a message" and the beeb sounded I got a recording that said "you may not leave a message.

I started getting messages at start up of Parallels that my key would expire in 5 days "please purchase a permanent key". So I emailed my screen shot again explaining that temp key was about to expire. At 3 days to go with my temp key I emailed them again.

Yesterday my temp key ran out. I sent another email with my screen shot and followed Diana's advice at the top of this forum to PM her with key trouble. Granted it's "only" been a day, but no response. I also sent an email to info@parallels.com explaining my situation and asking for a refund of my phone support.

Now I have a worthless piece of software on my computer. I have files that I need that I can't access. I take responsibility for working with a temp key, but who would have thought that they couldn't get me a key that works within the 15 days that the temp key worked.

Now I get an eamil that says I'm eligable for a free upgrade to 3.0. A lot of good that'll do me without a key that works. As I understand it you have to put in your key along with the upgrade key.

I'm not being hysterical not really even venting (my wife got the brunt of that). I'm just stating the facts as they pertain to me. Somebody please advise me what to do as I'm out of ideas.

Love the program. Don't much care for the customer service.
Click to expand...

Hey Pat_Murr,
Please believe me when I say that it's troubling for me to hear of your challenges with our software and customer support. I'll do whatever I can to make this right for you. Check your personal messages.....thanks!
 
Need my Key Please.

I purchased Parallels from mac mall along with my Mac Pro

I and then i see that I am eligible for a free upgrade. Filled out all of the necessary paperwork and faxed my receipt and the proper forms and i received an email that states the my information was received and i should be contacted via email with my activation key. This was on June 12

On the day that I sent in my information, i signed up for a temp key 15 day trial. thinking that i would receive my full version key within that time. No luck no response.

So I called about June 15 about when I can expect my key and they said that it takes 24-48 hours. OK I can understand that . It has now been 312 hours later and my 15 day trial runs out tomorrow.

Please help and resolve this problem.

 
Where is my upgrade key

:( I am very disappointed. I had resinstall osx and so I thought I would update in the process. I installed and entered my key. "Not valid with this version" wth. I have read the forums to no help.

Please just give me my key. I sent support an email and it said three today to reply. WTF 3 days I need to use it now. Not Saturday.

So disappointing. Whats even more sad is that a rep from Parallels called me a few months back to ask me how I like the product. Now I cannot even get a freaking key for the money I paid. Bah
 
Rachel Faith said:
I stand corrected Sir. And I submit that it is my experience that they have not answered any of MY PMs or emails, and that there exists significant commentary of witnesses who testify to the same regard of their own experience. Further, that we can agree that at least in the retail world, perception is reality and they would be far better served in dealing with this perception than avoiding it.

Lastly, in the other thread, as the Admin has asked I did PM him directly. We shall indeed see if there is a substantive reply or if it is yet another in a long string of avoidances.

PAX
Click to expand...

I've read a couple dozen of your posts here.

I wouldn't waste time trying to answer your questions either. You offer sweeping, vague, claims that things don't work. You don't give the kinds of bug reports a developer needs to fix a problem, and you're hostile and very emotive.

I would write you off as going to be unhappy no matter what and spend my time talking to people who show some of the usual cues that indicate someone who can be made happy.
 
Pat_Murr said:
So, I purchased the $29.99 one time phone service to try to get the insallation issue resolved.

I then tried to call the main number to cancel my phone support and ask for a refund of my $29.99 and see what was up with my activation key. After navigating through a bunch of menus I finally got to customer service. It went straight to voicemail. After the recording said "please leave a message" and the beeb sounded I got a recording that said "you may not leave a message.
Click to expand...

Pat: I too purchased phone support, but I do not have a number to call. Although hysteria has not set in– yet, it irks me that a credit card would be charged, a receipt issued, then no number to call. I called their main number and was #27 in line. No thanks, long distance from Canada, not cheap. Can you pm the number? or can a parallels support person pm me the number please. At this point, all I can say is, 'I'm reserving judgment until I at least have a number to call to have my seemingly minor issues resolved' that would be no internet connection in B3214. Also, just upgraded to Vista, maybe another mistake...
 
Dr. Thrillride said:
Pat: I too purchased phone support, but I do not have a number to call. Although hysteria has not set in– yet, it irks me that a credit card would be charged, a receipt issued, then no number to call. I called their main number and was #27 in line. No thanks, long distance from Canada, not cheap. Can you pm the number? or can a parallels support person pm me the number please. At this point, all I can say is, 'I'm reserving judgment until I at least have a number to call to have my seemingly minor issues resolved' that would be no internet connection in B3214. Also, just upgraded to Vista, maybe another mistake...
Click to expand...

Dear Dr.,
I've heard of delays in sending the confirmation of purchase email (w/phone number to call) if for any reason there is a delay in processing the credit card. Regardless, the longest delay I've heard of is 4 hours. If you still haven't received the email by morning, check you junk or spam folders. If still no luck, send me a private message and please include your full name, company name if applicable, date of purchase, and your email address you entered when ordering. Thanks!
 
Seriously I am not upset I just dont understand why it takes so long to issue me my key which I paid for. Checking my morning email. Nope.
 
brianmoke said:
Seriously I am not upset I just dont understand why it takes so long to issue me my key which I paid for. Checking my morning email. Nope.

I am very disappointed. I had resinstall osx and so I thought I would update in the process. I installed and entered my key. "Not valid with this version" wth. I have read the forums to no help.

Please just give me my key. I sent support an email and it said three today to reply. WTF 3 days I need to use it now. Not Saturday.

So disappointing. Whats even more sad is that a rep from Parallels called me a few months back to ask me how I like the product. Now I cannot even get a freaking key for the money I paid. Bah.
Click to expand...

Hey Brian,
send me a PM with approximated dates of purchases and re-installs and such. We'll get this figured out. Sorry for the hassle!
 
Can't upgrade to Windows Vista

parallels support said:
Dear Dr.,
I've heard of delays in sending the confirmation of purchase email (w/phone number to call) if for any reason there is a delay in processing the credit card. Regardless, the longest delay I've heard of is 4 hours. If you still haven't received the email by morning, check you junk or spam folders. If still no luck, send me a private message and please include your full name, company name if applicable, date of purchase, and your email address you entered when ordering. Thanks!
Click to expand...


Hey Russ,
I sent the info you provided me to our customer support dept.
I should hear back from them soon. Meanwhile, regarding your current challenges with the software, you say you can't upgrade to Vista Business. I'm not sure what error you're receiving but make sure that you run the "Prepare Windows Vista Upgrade" from the Actions menu. Also, regarding internet connectivity, the first thing I would make sure of is that the Parallels Tools package is installed. It provides device drivers for the virtual NIC card.
 
You must log in or register to reply here.
Back
Top