Parallels Inc

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Hello, Thank you for reaching out!Mr*** contacted Parallels Support over Twitter with a refund request on Aug 06, One of the support staff has requested for the phone number to follow up on the issue. On Aug Mr*** replied with the phone number as well as order number for
the purchase in questionOnce the purchase date has been verified by the support staff (order was placed on May 05, 2017) Mr*** was advised it is outside of the refund warranty of days following the purchase and offered assistance with the product. Our refund policy is available at: http://kb.parallels.com/en/123877 We also offer 14-day free trial so our customers can test the software prior to buying it to make sure it fully meets their needs and requirements.Even though we may not refund the order in question, we are happy to offer assistance with installing and configuring the product for Mr***We may follow up over Twitter, or use alternative channels such as email, phone or remote accessPlease let me know how you wish us to follow up with youI can be reached at ***@parallels.comSincerely, Danil G***Consumer Support Leaddg***@parallels.com

Hello,The purchase of Parallels Desktop for Mac was made by Mr*** *** on Jul 07, with order ref #***.On Aug Mr*** has submitted a support request #*** requesting for a no-charge upgrade key for Parallels Desktop for MacOn Aug our Customer Support
Representative has responded to Mr*** request referring to The Parallels Desktop for Mac Tech Guarantee terms:http://www.parallels.com/techguarantee2015/Which states that the customers who purchased and activated a copy of Parallels Desktop for Mac from the Parallels Online Store or an authorized reseller on or after July 29, through October 31, 2015, are eligible for an upgrade to the next version of Parallels Desktop for Mac at no chargeMr*** was informed that their purchase made Jul 07, is unfortunately outside the Tech Guarantee windowLater, on Sep Mr*** had sent another email stating he had an issue with the video driver being not compatibleSame day our Customer Support has responded to Mr*** email and suggested a Knowledge Base article with the workaround for the vidoe driver issue:http://kb.parallels.com/***Lastly, on Sep I have personally replied to the support request #*** advising Mr*** to follow the resolution from the http://kb.parallels.com/*** article in order to resolve the issue with the video driverMr*** was also advised that the "Windows will not run on this PC" error due to the issue with Parallels Display Adapter (WDDM) error is not specific to Parallels Desktop for Mac only, users on Parallels Desktop for Mac may experience this too, the reason being the Parallels Display Adapter driver is not included to the list of drivers compatible for Windows Update.With that response I have also addressed one more point raised by Mr*** - requesting a charge back from the credit card issuer for the order ref #***Mr*** was advised that if in case the system gets a notification on a charge back for a certain order - the key(s) purchased with the order will be automatically deactivatedAs I see now from our order processing system the order reference # *** was charged back on 9/10/10:PM$should have already been charged back to Mr*** accountThe system will deactivate the license key purchased with the order automaticallyPlease let me know if there is anything else I can do or if there are any additional questions with regards to this caseSincerely, Danil G***Vendor Accoun Manager

Complaint: ***I am rejecting this response because:Deactivation of my Parallels key will cause damage to my computer vis a vis destruction of software activations I have purchased As you are aware, some software only offers a limited number of "seats" with purchase By deactivating my Parallels key, I have no way to log into the software and clear these "seats", thereby allowing me to reactivate the software later The end result is repurchase of the software which will cost in excess of $1,000.Instead, the correct action is for Parallels to retain the $purchase price and provide Parallels at no incremental charge $is the purchase price of Parallels 11, and I have the ability to cancel the credit card charge back to allow this to proceed This has been my desired outcome the entire time A further solution would be to allow a limited period of time to unseat my existing software seats.Sincerely,Dr*** ***

Hello,Thank you for the additional detailsOnce a refund/dispute/charge back notification has been received by the Parallels order processing partner system the key(s) under the order are deactivated automaticallyAs advised earlier, the process is automated and can't be rolled backParallels Desktop for Mac is a software that allows to create a virtual machine (VM) and install some operating system (Guest OS) within this virtual environmentGuest OS and any programs installed within the virtual environment are acting as if they were running on a physical machineIn the event that the Parallels Desktop for Mac key is deactivated the programs and applications installed within the VM will remain intact, however would require a valid product key to unlock the Parallels Desktop for Mac installation and run the VMThat being said, no other programs or applications may be affected by the license deactivationAs soon as Parallels Desktop is reactivated with a working and a valid license - all of the VM's and their content will become available for use I do not feel that Parallels or ***, our order processing partner, can or should reverse the charge back that was processed on 9/10/It was not Parallels who initiated the refund/cancellation of the order in questionIf Mr*** is interested in continuing to use our software - they may re-order the license as and when they want to and simply re-activate the software with a valid licenseIf they chose to install the latest version they would need to download the installer: http://parallels.com/products/desktop/download/Run the installer, follow the installation wizard and enter a valid product key when prompted by the programOnce this has been completed the Guest OS and all of the programs installed will be available for usePlease let me know if there any additional questions I can help withRegards, Danil G***

Hello, Mr*** *** did contact Parallels Support on Oct 02 with an issue: "The Boot Camp partition "/dev/disk0s4" used by Hard Disk is missing." , internal case #***, after upgrading the Host OS to the just released OS X El CapitanSince the release of the new Mac
OS X El Capitan happened just recently (Sep 30) and the incompatibility issue with the Parallels Desktop for Mac (which was discovered days ago) has not been addressed yet, the support representative assisting Mr*** had suggested to upgrade to the latest version of Parallels Desktop for Mac (version 11) that is compatible with Mac OS X El Capitan and also offered a 25% discount for the upgradeSince we do not have an exact ETA for fixing the "The Boot Camp partition "/dev/disk0s4" used by Hard Disk is missing." issue in Parallels Desktop for Mac, and having known theissue is affecting the ability to use the Virtual Machine, I have as an exception provided Mr*** with a no-charge upgrade to the version so they can use the Boot Camp based Virtual MachineThe key has been sent to Mr. *** email address directly Please let me know if I can be of any further assistanceSincerely, Danil G***

Hello, 
Thank you for reaching out. 
According to the Parallels Desktop for Mac Tech Guarantee 2015 terms and conditions http://www.parallels.com/techguarantee2015/, customers who purchased and activated a copy of Parallels Desktop 10 for Mac from the Parallels Online Store or an...

authorized reseller on or after July 29, 2015 through October 31, 2015, were eligible for an upgrade to the next version of Parallels Desktop for Mac at no charge.
The Parallels Desktop 10 for Mac key that was purchased by Mr. [redacted] was not registered/activated until Nov 05 2015, therefore, no no-charge upgrade key was generated. 
Technically, The Parallels Tech Guarantee has ended as of October 31, 2015 for eligible purchases, however we will make an exception in this case and will provide Mr. [redacted] with a no-charge upgrade key to Parallels Desktop 11 for Mac. 
I have just sent a personal email to Mr. [redacted] with a no-charge upgrade key to install and activate Parallels Desktop 11 for Mac. 
Please let me know should you have any additional questions.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  Inputed the key and all is working well now.Sincerely, [redacted]

Dear Revdex.com Northwest,
Thank you for your email. Apologies for the delayed response - I was out of the office for a while.
This is to confirm the complaint was received and I am checking on this with our Legal Department. I'll get back to you as I hear back from them.
I appreciate your patience...

and understanding.
Sincerely,
Danil G[redacted]

Hello, Thank you for reaching out!The 1-Year Subscription licenses offered by Parallels are offered on a subscription model, as such requiring annual renewals to keep access to the product and the services. The conditions are being displayed at the time of purchase. See attached "Order...

Review" file as an example. Also, we allow our customers to manage their subscriptions uner their Parallels Account, including disabling/enabling auto-renewal for their subscription(s): http://kb.parallels.com/en/123306Whenever a license is renewed and any charge takes place, we automatically generate and send an email notifying about the Successful payment for subscription along with a PDF version  of the invoice document. Accordingly, on Sep 07, 2017 the invoice was sent to [email protected] email address (BKD-73619144154.pdf file).We do have 30-day refund policy: http://kb.parallels.com/en/124230Order reference # 119405533 for Parallels Desktop for Mac Standard (1 Year) Renewal was processed on Sep 07, 2017. Refund request for the order was received on Nov 06, 2017 (case number #2458508. Thus, the customer service representative who answered the call did not honor the request referencing the refund policy. Please let me know if you have any additional questions or I can be of any further assistance. Sincerely, Danil G[redacted]

Hello, Thank you for reaching out. The number of Mac models having optical drive has been rapidly reducing in the past years. Last year Apple has discontinued its non-Retina legacy MacBook Pro, the last Mac it sold with a built-in CD/DVD drive. Having that in mind and the rapid increase in ESD...

(electronic software download) accross multiple vendors Parallels made a decision to discontinue the production of the back up CD's that were available for purchase few years ago. The installer for the latest version, as well as two previous versions is available at: http://www.parallels.com/products/desktop/download/Downloads for all previous versions are also available here:http://kb.parallels.com/5802I have also reviewed our CRM system and was able to find two recent cases opened by Me. [redacted]: #[redacted] and #[redacted]In the first one one of our support representatives let Mr. [redacted] know we no longer offer back up CD's, in the second one - [redacted] our support rep assisted Mr. [redacted] with installing Windows with Parallels Desktop 12 for Mac. During the remote session it was discovered that the Virtual Machine filewas corrupted and it was not possible to restore the back up. Thus Mr. [redacted] was provided with the instructions to reinstall Windows. Since Mr. [redacted] did not have the product key for MS Windows we recommended to reach out to Microsoft Support for that and then follow the instruction in this article:http://kb.parallels.com/4729If Mr. [redacted] continues having any issues with Parallels Desktop for Mac I will be more than happy to have our support team to follow up and assist further. Mr. [redacted] can reach out to me directly at [email protected] directly and a follow up will be arranged. Sincerely, Danil G[redacted]

Dear Mr. [redacted],  Thank you for the swift response. As mentioned previously, we offer 14-day fully featured trial to test the software. Refunds are possible within 30 days following the purchase. Since your purchase was made more than 90 days ago we are not able to process a refund for that, yet we are here to help you with configuring and tuning the set up.  Sincerely, Danil G[redacted]

Complaint: [redacted]
I am rejecting this response because: i want a refund only.  I will continue rejecting until money is received in full. 
Sincerely,
[redacted]