Broadcom Customer Care

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  • 1.  What in the F; how do I access tickets, let alone receive responses?

    Posted Jun 22, 2024 06:53 PM

    Any chance someone could direct me to how I actually find tickets I've opened?  

    • Log into the Broadcom portal.  Contact Support, which goes to https://support.broadcom.com/group/ecx/contact-support
    • Click Open New Case, which links to `https://support.broadcom.com/group/ecx/my-dashboard?dest=case` but which stupidly just redirects me back to `https://support.broadcom.com/group/ecx/my-dashboard` with a message about "It appears your Broadcom Products and Services are
      supported by multiple vendors - 1. Click below to be redirected to the My Entitlements Portal "
    • Click that, since I have no other option, end up at `https://support.broadcom.com/group/ecx/products` which is simply the entitlements window, with no way to open a ticket.

    Can't figure out how to access a ticket, or open one, but somehow I did a day ago, priority high, and I've had zero response.  I have a vsphere host which can't vmotion any longer.  I have affinity VM's split across hosts, which isn't supposed to occur.  I can't fix that, can't maintenance mode, can't reboot, because I can't get the VM's off of it.  One would think a high priority ticket would receive a response in less than 24 hours, but that hasn't been the case, and now I can't even figure out how to see the ticket.

    Billion dollar company with support that's worse than a 'value' airline.



  • 2.  RE: What in the F; how do I access tickets, let alone receive responses?

    Community Manager
    Posted Jun 24, 2024 09:07 AM
    Edited by Jason McClellan Jun 24, 2024 09:08 AM

    @HostaHost, log into https://support.broadcom.com with your account matching email and go to cases on the left-hand bar.  It should pick up which partner you are working with and log you into their case support system. 



    ------------------------------
    Thank you
    Jason
    Broadcom Community Platform Admin, IT
    ------------------------------



  • 3.  RE: What in the F; how do I access tickets, let alone receive responses?

    Posted Jun 24, 2024 09:30 AM

    Maybe that works for you but it does not work for a many other users trying to get to our cases.  I had to use an old email ticket and reply on it to put in a issue about not being able to access the My Cases area as it keeps returning you back to the Dashboard.




  • 4.  RE: What in the F; how do I access tickets, let alone receive responses?

    Community Manager
    Posted Jun 24, 2024 09:33 AM

    @Ravi_  please assist this user who's account is not mapping to the correct partner wolken instance.  It might be an email to entitlement mapping.   Thx ~jm



    ------------------------------
    Thank you
    Jason
    Broadcom Community Platform Admin, IT
    ------------------------------



  • 5.  RE: What in the F; how do I access tickets, let alone receive responses?

    Broadcom Employee
    Posted Jun 24, 2024 10:00 AM

    Hi @MD27,

    Please open the case from the entitlements page.

    Select the product and click on the Bug icon. It would redirect to the correct case management system to open a technical case.



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



  • 6.  RE: What in the F; how do I access tickets, let alone receive responses?

    Posted 29 days ago
    After I followed your instructions they closed my ticket and posted this>

    MA
    Magadan Assumpta24-Jun-2024 11:25:19

    Hi Team,

    Thank you for reaching out.

    Technical Support no longer has visibility into customer account information (licensing, downloads, entitlements, etc.)

    Please contact our Global Customer Assistance Team to help with your concern. You may reach them at 1-800-225-5224.

    You can also refer to the following articles:

    * Download Broadcom products and software: https://knowledge.broadcom.com/external/article/142814/download-broadcom-products-and-software.html
    * Instructions to find Product Downloads, OEM custom images, Patches and Addons in the Broadcom Support Portal: https://knowledge.broadcom.com/external/article/366685
    * Unable to view licenses or download products for Broadcom, CA, Symantec, or VMware products: https://knowledge.broadcom.com/external/article/262734/unable-to-view-licenses-or-download-prod.html

    Thank you!

    This has now turned into a un-professional crap fest, as VMWare has been paid for products and we are STILL after all this time not able to download
    Said product but VMWare and all your associated groups want to send your customers around in circles to solve their own issues.


    Regards,

    Michael Daniel, Systems Engineer III Virtual Information Technology

    [cid:image001.png@01DAC6F3.F813A300]<http: coastprofessional.com/="">
    West Monroe, La.
    Direct Ext 6425, Work Cell 318-732-9436
    Email: mdaniel@coastprofessional.com<mailto:mdaniel@coastprofessional.com>

    Book meeting time with me<https: outlook.office365.com/bookwithme/user/e158bb5491224adea020e917df048d5c@coastprofessional.com?anonymous&ep="pcard">




  • 7.  RE: What in the F; how do I access tickets, let alone receive responses?

    Posted Jun 24, 2024 09:48 AM

    It sounds frustrating. Here's a concise response:

    I understand your frustration. For accessing or finding your opened tickets on the Broadcom portal, it seems like there's a redirect issue and lack of clear instructions. Have you tried contacting Broadcom support directly through their contact page at Broadcom Support? They should be able to assist you in locating and addressing your high-priority ticket promptly.




  • 8.  RE: What in the F; how do I access tickets, let alone receive responses?

    Broadcom Employee
    Posted Jun 24, 2024 09:57 AM

    Hi @HostaHost,

    To create a technical case. From My entitlements, select the product and click on the case icon to create a technical case.



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



  • 9.  RE: What in the F; how do I access tickets, let alone receive responses?

    Posted 30 days ago
    Edited by HostaHost 30 days ago

    What you describe is not how my portal looks.  Under My Entitlements I have two site ID's, and when expanded, I do not have any icons.  I have two blue buttons that mention Entitlement Details and Product Details, next to the software product on each line.  I can click Entitlement Details and then see the icons.  Even more confusing, under ESXi for example, I have multiple serial numbers, one of which expands to another indented over ESXi, clicking entitlement details again gets me yet another set of icons for a serial number within the serial number.

    Hovering over some of them say "Supported by Ingram Micro".  Hovering over others says "Supported by Broadcom".  Does this suggest my support now comes from a third party?

    Clicking that Cases button does not let me see or open my cases.  It sends me to Wolken, then Okta, then back to Wolken, then I'm on a screen with no tickets, closed or open, and an Ingram Micro logo.  I've never purchased anything from Ingram, and never received support by Ingram; always vmware directly since I'm paying for Vmware support.  Perhaps my Vmware VAR used them as an intermediary to fulfill the licenses, but I don't know that to be the case, and my tickets I knowingly opened aren't here anyway.  I have others that seem to connect me to Broadcom

    I've got ten different possible Cases icons to click.  Am I supposed to click through each one hoping to find a ticket?  And how do I know which ones map to profiles that receive the level of service associated with my support contract?  Actually scratch that, I just clicked through all the cases buttons and none show my open tickets, so there must be yet another way into support that this doesn't reach.

    I know my case is open, because shockingly, I just got a reply to it, just no way to get back to it via the portal.

    The case is separate nightmare.  I opened a P2 (high) ticket on the 21st, over three days ago.  I'm on Enterprise Plus support and licenses.  I literally got the first reply three days later.  I've got a host that isolated itself from inbound or outbound vmotion, with affinity rule violations and degraded service as a result of specific inter-vm traffic having to cross hosts, and no way for me to evacuate the host and get it into maintenance mode.  Three day response time...  the first reply says "unfortunately I am on a prolonged call which exceeded the time I expected."  The prolonged call was three days long?  I mean this is unreal.  I've lost any confidence that if there actually were a production outage that I'd get any help.



  • 10.  RE: What in the F; how do I access tickets, let alone receive responses?

    Posted 29 days ago

    I put in a informational support ticket on the 11th. Still haven't heard back from anyone. 

    Now I'm actually experiencing an issue and god knows how long that will take. Good luck with the new normal.