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.
Well, I believe, that world has about same quantity of users, who Loves and hates Windows. Yes, we do understand, that we are far from being perfect - but we are putting some efforts to improve the situation.Community may have noticed, that we have much more Team Members answering on this forum. Again - we are working on our Support issues.
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?
This is correct.
A) Customer should be receiving a message from engineer within 3 business days.
B) Customer should be able to receive live support within 20-30 minutes
C) As most of our efforts are concentrated on email&live support, forum unfortunately lacks our attention.There is no specific term for replying.
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?
It depends on his product type and issue faced.Registered users are allowed to create new threads, unless they unable to find appropriate existing one.Not that many forum people are using "Search" feature.We have a lot of duplicated threads and issues faced by Customers.
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?
This is correct, excepting any of Beta or RC builds.
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?
Yes, any Customer entitled to receive a refund by sending an appropriate message via Webform on our site.
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.
Thank you for your questions and any positive efforts commenced.
