We purchased a two license pack for Parallels for MAC V12 and CelevrBridge took the money and sent the invoice etc. When we tried to activate a second license the software objected. We got onto parallels support and after an hour (rather than just honour the invoice), they credited us the amount of the invoice and want us to pay essentially $60 more for retail two license. Where I come from that's called at best dishonest and generally corrupt. Who in their right mind would screw customers like that. Here's the feedback after the hour or so chat session followed by the chat session, you be the judge: +====================+ I was unable to submit feedback WRT my recent support call. In short it was an eye opener that a company such as parallels could have so poor a customer focus. This was as bad as it gets. What you have effectively done is, in this country at least, illegal and contravenes the Trade Practices Act. FeeBack: I am amazed at how inept your operator was and how after we have purchased a two license pack legitimately, the invoice arriving from the Parallels website, he spent over an hour dishonouring parallels commitment instead of simply providing the second license we legitimately purchased. Why would you spend such an amount of time antagonising and disrespecting your customer base when a simple, sorry my bad would have fixed it. Given the amount of time wasted and my charge-out rate, we have spent the cost of any additional license many times over. Your customer focus and support is about the worst that I have experienced with any company in the last 20 years. Any business that is prepared to lose $100 and spend over an hour on a support call whilst alienating a customer needs to seriously think why it is in business. In short, your support sucks and has encouraged me and my company to move to VMWare Fusion. Chat Session: Here is the chat session, perhaps you might like to reconsider your customer focus: Hello, your Parallels Desktop/Parallels Access Licensing and Purchase Assistance representative is Hariharan Chandrababu Hariharan Chandrababu Thank you for your patience. Hariharan Chandrababu I do see our records and found that you have placed the oder for 2 license pack but unfortunately the charge debited only for 1 license. Hariharan Chandrababu Thats why you have received only 1 license instead of 2 license keys. kevin A new ticket will be created in our request tracker system for this chat request. Ticket ID for future referencing will be provided to you by an operator. kevin No, when I purchased the license it said I was buying a two license pack on one of your specials. I DID NOT purchase two separate licenses I purchase a two license pack and expect to have two licenses. What you do at your end is your problem. Please advise how I activate the second license? Hariharan Chandrababu I apologies for the inconvenience caused. kevin Look at the invoice, it quite categorically states 2 pack license and a cost of AUD$99.95. That was why I purchased the 2 license pack. Hariharan Chandrababu For your information, 2 lincese pack usually will be charging the first license of Parallels Desktop 12 for Mac at $79.99 and second license price would be 50% discount on $79.99 kevin That is irrelevant, the cost advised in the special and the invoice which was paid was AUD$99.95. It was a special, that's why I bought it. Hariharan Chandrababu Have you followed this steps to purchase a two license pack: http://kb.parallels.com/en/11757 kevin The fact that the cost is not $79.99 and is $99.95 means that it is for more than one license and it was a special. I have an invoice proving same. You are being obstructive (for what amounts to $60). Please either provide a mechanism for me to activate the second license that I have paid for or put me on to your supervisor kevin Parallels has specials all the time. I purchased a special. I regularly receive offers for specials. I do not see what your point is. I have purchased a 2 license pack, there were no procedures OTHER THAN to pay my money. Again please advise how I can activate the second license or put me onto your superior. Hariharan Chandrababu I understand situation but you have purchased Parallels Desktop 12 for Mac from wrong website: Parallels-coupon.com instead of www.Parallels.com Hariharan Chandrababu So let me do favor for you. I will go ahead and initiate a refund. Hariharan Chandrababu Please purchase 2 license pack from our website: http://kb.parallels.com/en/117576 kevin you are kidding you are cheating. we bought it good faith and this is criminal. give me my second licence kevin If you do not fix this properly I will do my utmost to ensure this goes on is made public that Cleverbridge its dishonest in its offers kevin You are screwing around a long time customer this is very bad for your reputation Hariharan Chandrababu I understand your situation but you have purchased through third party website: www.Parallels-coupon.com and for your information this link is not valid anymore. kevin That is crap you accepted the purchase and now you are dishonouring. This is illegal in this country. You are dishonest in your dealings Hariharan Chandrababu if you made purchase through our Parallels website, we are responsible for that but you have purchased through third party website. kevin I will make sure this conversation goes on all websites relating to Cleverbridge. Look, regardless of how the purchase was initiated, it was affected by CleverBridge and the invoice for a two license pack is from cleverBridge NOT a third party. In Australia our Fair Trading Authority will be happy to start actions, create a case and put this on their website. We will progress this. Our contract as seen in the invoice is with CeleverBride Not a third party. You, CleverBrdge, provided the invoice. kevin I will make sure this conversation goes on all websites relating to Cleverbridge. Look, regardless of how the purchase was initiated, it was affected by CleverBridge and the invoice for a two license pack is from cleverBridge NOT a third party. In Australia our Fair Trading Authority will be happy to start actions, create a case and put this on their website. We will progress this. Our contract as seen in the invoice is with CeleverBride Not a third party. You, CleverBrdge, provided the invoice. kevin Get your supervisor to ring me Hariharan Chandrababu I am going forward this issue regards third party website to our concern team, however let me go ahead and initiate a refund for this product which you wrongly made through third party website in order to purchase 2 license pack directly from our website by following this article: http://kb.parallels.com/en/117576 kevin get your supervisor to ring me Hariharan Chandrababu Even if I am transfer you to our supervisor, you will have the same words. Hariharan Chandrababu Because you have purchased through third party website, even this link is not valid anymore. kevin You are the reason and the way you deal with customers is why people pirate software kevin I find your whole approach unacceptable I now have a good reason to go to VM fusion Hariharan Chandrababu If you use google search instead of go to our website, its not our response. kevin Ok give me my money back I will purchase VM fusion as a matter of principle I do not want to deal with companies that are openly dishonest Hariharan Chandrababu Please give me a minute. +====================+ Cheers
