Downloading VMWare Workstation Purchased 3 Months Ago...

[John Marinuzzi]

I am absolutely flabbergasted at the awful level of service I am going through today trying to download a product that I bought less than 3 months ago. I had a computer crash and lost the program and the installation file.  Between chatting and talking to an agent on the phone today I have spent about an hour for them to basically tell me that I am SOL. How can this be? It is not available through my portal, I get the "Not Entitled" message. It was purchased through the VMWare website. I have an order number and license key.  Can anyone in support help with this? 

[CharlesGilley]

pm'd you

[Frederic Naud]

Yeah, I have the same feeling as OP, the chat feature seems useless, I've tried to chat and the agent kept asking me if I was there, not reading my replies...

Any info on this?  I'm in the same boat, need to download the app and retrieve my key, how does one do that?

Fred

[Heena Tabassum]

Hi Frederic Naud,

We regret the inconvenience caused during this transition. Our Live chat channel is under maintenance as we are facing technical issues. We are working to have it fixed at the earliest. In the meantime, if you need any further assistance please contact customer care team at [phone]
If you are calling outside of the US or for Federal support? See our Global Numbers here.

Alternatively you can create a case online using our Customer Care Webform

Thank you for your patience and understanding.

------------------------------
Regards, 
Heena Tabassum
Customer Care Community Admin
Broadcom
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[Frederic Naud]

Is that something that could be posted here?  I'm in the same boat and the chat doesn't work.

Thx

[Carlos Suarez]

I had to submit a form to this location in order for someone to maybe reach out to me in the next day or two.

https://broadcomcms-software.wolkenservicedesk.com/web-form

Good Luck!  Please let me know if you have better luck.

[Frederic Naud]

Even replying here is a pain, took me multiple tries...

I'm in the same boat, is there a way you can share the info here?

Thx

[Jacob Bradley]

This is not acceptable. I have a license for vRealize that we spent a significant amount of money on and now I am being told we have no Site ID and that I need to re-up our subscription to access our perpetual licenses. Nothing works, nothing migrated and the entire experience is a complete disaster.

I would rather be forced to use Windows Vista or Windows 8 than have this kind of experience.

[Julia Klaus]

Hello John,

I’m genuinely sorry to hear about your difficulties downloading VMware
Workstation.

Please follow these steps:

1. Go to the <http: support.broadcom.com/group/ecx/down="">*Broadcom
Support Portal*. <https: access.broadcom.com/default/ui/v1/signin/="">
2. Login with your credentials
3. Once logged in, navigate to the *“Downloads”* section.
4. Use the drop-down menu to locate VMware Workstation, or enter
your *license
key* in the search bar to find the product related to your license.
5. You should then see the option to download the VMware Workstation.



If you continue to face issues or receive the “Not Entitled” message,
please open a case at https://www.broadcom.com/support

I hope it can help you,

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[Cory Samaha]

John, If you ever get A resolution to this issue can you share it? I am in a similar situation, though not entirely the same. I have a personal use license for VMWare Fusion Player for MacOS. I see the download for Fusion (doesn't specify player) but it says that I am not entitled to download it. When I go to entitlements it says I have none. When I try to add entitlements, it asks me for a site ID. I have no clue what a site ID even is, I'm just one personal user trying to download something that I registered for months before Broadcom got their hands on this. I have a Fusion license key which I got from VMWare and the original email. How do I download what I have always been able to download from VMWare? If the answer is simply that not everything has been migrated over yet then fine. But please give me something to work with. The live chat has been useless, continuously asking me what language I would like support in. I answer English, then it asks me again, and it goes on…and on…and on…Someone roily screwed this one up.

[Ravi_]

Hi Cory,

The transition activities are ongoing for migrating VMware products, downloads, license keys, and support cases. Please be advised that some details may not be current, but we anticipate this being completed as soon as possible. 

If you have active support contracts and need help finding your Site ID, please use the Support Site ID request Form or Customer Care Request Form

We appreciate your patience and understanding during this time, and we thank you for your continued support.

------------------------------
Regards,
Ravi Kumar
Customer Care Community Admin
Broadcom Software
------------------------------

[Frederic Naud]

I understand your reply but, when contacting support over the phone, I was not told the migration was still ongoing. Rather, I was told I would have to contact a Reseller to get a SiteID.

If it was clear that it might take a few days to sort things out, I would understand. But telling me I have to call Deloitte to buy a single license of VMware makes no sense.

This migration has not been planned or executed properly and, as a paying customer, I expect to be able to access what I purchased.

Just my 2¢.

Fred

[Cory Samaha]

Hi Ravi,

Thank you. It was not clear to me, or to many of us that the migration is still ongoing. For the record, I did try to do what you suggested to obtain a site ID, but the product I want is not in the list of available products. I am looking to download VMWare Fusion Player. Will this be available soon?

Thank you,
Cory

[Ravi_]

Hi Cory,

Could you please try this link VMware Fusion

Thank you

------------------------------
Regards,
Ravi Kumar
Customer Care Community Admin
Broadcom Software
------------------------------

[Cory Samaha]

Hi Ravi,

Thank you again for your help. With the link you provided me, I was able to get further than I had before. Instead of it saying that I was not entitled, it said "screening required, basically confirming my name, address and such. Now when I try to download it says, something like account pending verification. I guess my one last question would be is that I see on this page three products. I see VMWare Fusion Pro for personal use, VMWare Fusion 13 and just regular VMWare Fusion. I see no mention of VMWare Fusion Player. Is this now the same product as  VMWare Fusion Pro for personal use? Just confused about the naming, and the lack of mention of VMWare Fusion Player. In any case, I am waiting for my account to be "verified" so I can download. I'm hoping it goes well.

Thanks Again,
Cory