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.
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