Hey new Parallels people

Constant,
Did I say, that I will open new thread now? or tomorrow? I said that I will open it, yes.
And to your second post - I'm working on shift basis, so I am not in here every day.

Eru,
We are trying to change that now.And we will succeed, just give us some time.

Stevamundo
What is your question? Our developers are working on Beta release for Workstation.
Can't tell you on release date now.
 
Very ubhappy camper...

Resolver said:
Hello to everybody !

Our support team is working hard to satisfy all of our customer needs.
Please write any questions about use of our software products. We will really appreciate to cooperate with all of our customers in order to answer to any arising questions.
Click to expand...


Well, since my three tech support by e-mail requests spread out over last year were NEVER answered, I should have expected my request of March 21, 2007 to be similarily ignored...and it was. See below for my March 21st request. Great, great program, very, very poor support.

phg1938

************************************

Problem report - Start
Please send this file to Parallels Software International, Inc.
--------------- Users bug description --------------
When I start up Outlook Express, it opens normally, except it will not receive mail. The window says I am connected, and I am able to send an e-mail left in my outbox from a previous session w/OE, but when I click on Send/Receive, all tht happens is the inbox icon shows up, says I'm connected, but no mail comes in. Like the message on the inbox says, I am connected to the internet because Internet Explorer works normally. I have a feeling that a setting has become messed up, but sm not good enough with Windows to have any idea what to do.
Phil Green
[email protected]

(SNIP SNIP)
 
.
Tom Riddle said:
Constant,
Did I say, that I will open new thread now? or tomorrow? I said that I will open it, yes.
Click to expand...
How long does it take to open a forum thread????

The expectation is that it only takes a minute. As in 60 seconds. Why would it not be done 5760 minutes later.

You seem to have missed my point. Expectations have been created, and not delivered on. This has been the Parallels way. You have only confirmed this.

Hollow commitments.
.
 
Resolver said:
Hey Avatars ! We are working on it. Forum will be radically improved in the nearest future.
Click to expand...

****************************************

Just the forum, or does that include tech support by e-mail?

phg1938
 
Phg1938 said:
--------------- Users bug description --------------
When I start up Outlook Express, it opens normally, except it will not receive mail. The window says I am connected, and I am able to send an e-mail left in my outbox from a previous session w/OE, but when I click on Send/Receive, all tht happens is the inbox icon shows up, says I'm connected, but no mail comes in. Like the message on the inbox says, I am connected to the internet because Internet Explorer works normally. I have a feeling that a setting has become messed up, but sm not good enough with Windows to have any idea what to do.
Click to expand...

Phg1938, I can try to help you (although I am not Parallels Support) I am pretty knowledgeable in Windows. I am assuming you are using Windows XP Service Pack 2? What Build of Parallels are you using? And are you using a virtual HDD or a Boot Camp Partition? I am going to see if I can duplicate the error on my laptop in my current configuration.
 
CorpSuit said:
Phg1938, I can try to help you (although I am not Parallels Support) I am pretty knowledgeable in Windows. I am assuming you are using Windows XP Service Pack 2? What Build of Parallels are you using? And are you using a virtual HDD or a Boot Camp Partition? I am going to see if I can duplicate the error on my laptop in my current configuration.
Click to expand...

Phg1938, also, what type of networking are you using? What happens if you use Bridged (if you are not already)?

What does your network set-up look like?

Do you use proxies?
 
Tom Riddle said:
It is my pleasure and honour to be here and try to move the things from ..uhh.. current position :)
Click to expand...

Let me add my voice to those commending Parallels, and Tom in particular, for taking steps to improve customer support. I've not had occasion to ask for such support, but in reading through the forums, there appears to have been considerable frustration with how things have been up till now, which Tom has acknowledged.

So, with best hopes for the future, perhaps Tom as QA manager or another team member could clarify the following:

1) As I understand it, there are three ways of seeking support from the QA team.

a) Sending email to the support team
b) Calling the support line, and paying for a support call
c) Posting in one of the forums (but not in the "How to" section)

Is this correct? If so, approximately when can a customer reasonably expect to receive a reply in each case?

In the case of (c) [forum posting], while there are many very experienced users in this forums, if a customer wanted an authoritative response from Parallels, to which area of the forum should he/she post?

2) In addition, it's my understanding that Build 3186 is a supported version, and likewise 3188, meaning that paying customers can expect to receive support if they are using either of these versions, or Build 1970. At least, that is what has been stated by senior members like dkp, and may perhaps have been confirmed by Tom.

Is this correct?

3) Does Parallels offer any sort of guarantee, such that if the program fails to perform as promised, and/or support is not forthcoming, a paying user can request a refund?

If there is such a guarantee, what is the correct procedure for making application for a refund and what documentation is required?

In posing these questions, it's my hope that users' expectations can be brought into line with Parallels' new commitments and intentions, to everyone's benefit.
 
Last edited:
I see my reply to CorpSuit and Eru has not appeared on in this thread yet. Perhaps I'm being monitored because of my complaints about tech support? Anyhow, if I does not appear by tomorrow (Sat, 3/31, I write it again.

phg
 
I hate to see this topic dropping too far down in the forum without a response from Parallels.
So let me broaden the question to non-Parallels folks.

Am I right in my understanding about supported products, and the ways of soliciting support?
 
Reply

whytyger said:
Let me add my voice to those commending Parallels, and Tom in particular, for taking steps to improve customer support. I've not had occasion to ask for such support, but in reading through the forums, there appears to have been considerable frustration with how things have been up till now, which Tom has acknowledged.

So, with best hopes for the future, perhaps Tom as QA manager or another team member could clarify the following:

1) As I understand it, there are three ways of seeking support from the QA team.

a) Sending email to the support team
b) Calling the support line, and paying for a support call
c) Posting in one of the forums (but not in the "How to" section)

Is this correct? If so, approximately when can a customer reasonably expect to receive a reply in each case?


-->Yes ! This is correct Whytiger !

In case of e-mail , a customer will receive answer to his question within 1-3 days
In case of forum , the same situation as with e-mail support.
Phone support will be answered immediately, otherwise Support team will make a callback to the number which tryed to reach Parallels. Usually callbacks happen once all or some telephone talks are finished and Parallels team members are becoming available for next telephone conversation...


In the case of (c) [forum posting], while there are many very experienced users in this forums, if a customer wanted an authoritative response from Parallels, to which area of the forum should he/she post?

-->Does not matter , but choose the name of the topic correctly


2) In addition, it's my understanding that Build 3186 is a supported version, and likewise 3188, meaning that paying customers can expect to receive support if they are using either of these versions, or Build 1970. At least, that is what has been stated by senior members like dkp, and may perhaps have been confirmed by Tom.

Is this correct?

Absolutely correct

3) Does Parallels offer any sort of guarantee, such that if the program fails to perform as promised, and/or support is not forthcoming, a paying user can request a refund?

-->In case if a customer does not get paid telephone support, it is his right to request a refund

If there is such a guarantee, what is the correct procedure for making application for a refund and what documentation is required?

--> In order to request a refund, you need to send an e-mail to support asking for refund

In posing these questions, it's my hope that users' expectations can be brought into line with Parallels' new commitments and intentions, to everyone's benefit.
Click to expand...

eeeeeeeeeeeeeee
 
constant said:
.

How long does it take to open a forum thread????

The expectation is that it only takes a minute. As in 60 seconds. Why would it not be done 5760 minutes later.

You seem to have missed my point. Expectations have been created, and not delivered on. This has been the Parallels way. You have only confirmed this.

Hollow commitments.
.
Click to expand...

I think we have a misunderstanding here.
No jokes, I do know how long it takes to create a new thread - you're right - a few moments.
But it will be done in a few moments when it will be required.
I see your point. "Has been" is probably the most important part of your phrase - we are working on improvement for support workflow.
 
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