YOUR SUPPORT SUCKS!!!!!

Discussion in 'Windows Guest OS Discussion' started by SWANDY, Oct 15, 2015.

  1. SWANDY

    SWANDY Kilo Poster

    Messages:
    196
    I purchased the upgrade to Parallels 11 (running Windows 10) and ever since then I keep getting pop-up messages about a "critical error". I filed the support tickets, spoke and had a level one tech "specialist" work on my machine for quite a while without coming to a solution. Got she told me that it was being elevated to level two or the engineering level and that I would have to wait for the next update as they found a "bug".
    OK - new update came out AND I AM STILL GETTING THE SAME POP-UP ERROR MESSAGES.
    OK - so file a new ticket (77620457) and then decide to call tech support. I WAITED ALMOST AN HOUR AND 15 MINUTES WITHOUT ANY ONE EVEN HAVING THE COURTESY TO PICK UP THE FREAKING PHONE!!!! THIS IS WHAT THEY CALL "SUPPORT"???
    Extremely disappointed.
    Steven Wandy
     
  2. Maria@Parallels

    Maria@Parallels Parallels Team

    Messages:
    8,670
    Hi, thanks a lot for your feedback. I've checked our internal system and would like to inform you that the issue has been escalated to the Development Team.
    Once we receive the update from them we will contact you.
     
  3. SWANDY

    SWANDY Kilo Poster

    Messages:
    196
    WOW - I was told to wait patiently for the next full update (not a "point release") and got excited when it came up to update today. WELL THE ISSUE OF THE CRITICAL POPUP MESSAGES IS STILL THERE WITH YOUR "FULL UDATE" OF 11.1.0. So what do you have to say now - "BE FREAKING PATIENT UNTIL PARALLELS 12???"
     
  4. Pascalv2

    Pascalv2 Bit Poster

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    6
    Swandy, I'm having a very similar experience with parallels support!
    Filing report tickets several times but coming up with a solution? You even have to remind them to keep you updated on the reported issue. If you can't make it work... if you don't have a solution for the reported problem, than at least have the nerve to admit instead of keeping your customer on a string.
     
  5. SWANDY

    SWANDY Kilo Poster

    Messages:
    196
    YOUR SUPPORT STILL SUCKS. Just installed the latest update and THE CRITICAL ERROR POPUPS ARE STILL OCCURRING!!!!
    Report #85446338
    Support Ticket #80828-74233
     
  6. PaulChris@Parallels

    PaulChris@Parallels Product Expert Parallels Support

    Messages:
    3,141
    Hello All, please be informed that Parallels Desktop 11 Update 1 Hotfix 3 (11.1.3-32521) was released and the issue has been addressed. Please update Parallels Desktop to the latest build. Latest version always available here: http://www.parallels.com/directdownload/pd11/ Please note that Parallels Tools also needs to be updated (Actions > Update Parallels Tools) and let us know how it works. Thanks!
     
  7. Pascalv2

    Pascalv2 Bit Poster

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    6
    Thanks for the info. However, due to your disfunctioning support (in other words: your response to this issue is a bit late...) I already uninstalled Parallels and definitely decided not to spend any more money on, let alone use the software.
     
  8. SWANDY

    SWANDY Kilo Poster

    Messages:
    196
    I have installed the "hot fix" so far I have not gotten those Critical Error message popups. But I have only run my Windows 10 VM twice, so time will tell, but so far it looks like you finally resolved the issue. Thanks.
     
  9. AstridH

    AstridH Bit Poster

    Messages:
    2
    I have inmy life not experienced worse support than from Parallels. I love my Mac, but having to put up with Parallels makes me question my choice. Your engineers in the past three days have closed my tickets 4 times without doing anything. Have not called me at the appointed times (instead they close the tickets). To say that Parallels support SUCKS IS PUTTING IT MILDLY! I have 2 MACs running parallels, one relatively trouble free, the other, larger, main computer, an 27" iMAC with a 3 TB hard disk has constant problems with parallels for over 18 months now, and your engineers are not capapble or unwilling to fix it. I have lost the contents of that hard disk so frequently tha MS refuses to honor my licenses for MS Office and MS Windows.
     
  10. Ajith1

    Ajith1 Parallels Support

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    2,720
    We can see that your support ticket was escalated and you are being supported by the second level team.
     
  11. AstridH

    AstridH Bit Poster

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    2
    That lasted for 15 minutes. My computer is still not fixed, and my hard disk has no errors contrary to the write up.
     
  12. Arun@Parallels

    Arun@Parallels Parallels Support

    Messages:
    1,359
    Hi @AstridH , please reply to the conversation you had with our second level team, they will get in touch with you at the earliest.
     
  13. DiegoR2

    DiegoR2 Bit Poster

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    3
    Yeah do you guys have a number I can call I've been trying to get questions answered and it seems like you just don't care AT ALL.
     
  14. AlexA2

    AlexA2 Bit Poster

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    59
    All this general decline in quality is making me think that a better solution is to get a Mini Windows PC and RDP into it.
     
    StuartM10 likes this.
  15. DiegoR2

    DiegoR2 Bit Poster

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    3
    I ended up wiping parallels from my computer and backing up the data into external hard drive then resetting windows up in bootcamp.
     
  16. Maria@Parallels

    Maria@Parallels Parallels Team

    Messages:
    8,670
    Hello, you can post any questions here or via the Facebook/Twitter Parallels channels.
    Also you can submit a ticket using these instructions.
     
  17. AlexA2

    AlexA2 Bit Poster

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    59
    One piece of advice I can give for freezing issue - use Microsoft Edge instead of Google Chrome. Chrome is an incredible memory hog, while Edge isn't. Use Chrome on macOS instead if you need to.
     
  18. Maria@Parallels

    Maria@Parallels Parallels Team

    Messages:
    8,670
    Hi, we're sorry to hear that you're unhappy with the software and we will be glad to help you.
    If you decide to continue using Parallels Desktop and investigate the issue (if any) please let us know.
     
  19. petergram

    petergram Bit Poster

    Messages:
    6
    I have installed the "hot fix" so far I have not gotten those Critical Error message popups. But I have only run my Windows 10 VM twice and it seems to be ok.
     
  20. Tarrell__21

    Tarrell__21 Bit Poster

    Messages:
    2
    Say that again, but louder for the people at the back.
     

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