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Come on Broadcom - the support portal is not acceptable for enterprise customers

  • 1.  Come on Broadcom - the support portal is not acceptable for enterprise customers

    Posted May 13, 2024 06:19 PM
    Edited by ashleyw May 24, 2024 12:30 AM

    so after waiting a while, 

    I'm trying to check entitlements and downloads and our ability to navigate the site in general.

    I have our contract number, account numbers and our perpetual support end date of 2025-11-13.

    I can't find any of our entitlements loaded - just a lot of other unrelated contracts for other divisions within our group that have no bearing on my specific contract.

    I think, no problem, I'll try and open up a support case, but then the SSO loop begins and I end up with a pop up saying;

    "Error: We could not process your request, please try later"

    I'm sorry but this is unacceptable and an absolute abomination compared to the previous VMware site.

    I'm really disappointed that my first interaction with the Broadcom support site has failed and this has a direct bearing on how we'll be approaching our renewal in November 2025.

    thanks Ashley

    update: 24/05/2024

    We used to have a contract number of say "1234578" and when we searched for that contract number it returned nothing, After trawling through the dozens of contracts under the complete list of entitlements we found out contract being listed as "VO-12345678-R:24NOV22" . Sadly the search doesn't find contracts using the original contract number in the search.

    It really isn't hard to keep the contract numbers search field the same as the original one or at-least modify the search to look at the original contract number attribute on the underlying database schema (assuming Broadcom have been clever enough to retain the original information - which I doubt). What a complete waste of time.



  • 2.  RE: Come on Broadcom - the support portal is not acceptable for enterprise customers

    Posted May 14, 2024 01:26 AM

    Almost Same Scenario happens with me on support portal and license as we just purchased a new license and needed to reconfigure   before we can use as (each key is only for a single CPU while hosts have 2 CPUs )

    one more thing nothing migrated from mylearn portal we can't find old enloments for online courses or certificates 

    I'm disappointed 




  • 3.  RE: Come on Broadcom - the support portal is not acceptable for enterprise customers

    Posted May 14, 2024 10:59 AM
    Edited by HostaHost May 14, 2024 10:58 AM

    I'm on day ten waiting for license keys we are paying for support on to become accessible.  I've got a production environment running on eval keys right now because they can't figure this garbage out.



  • 4.  RE: Come on Broadcom - the support portal is not acceptable for enterprise customers

    Posted May 14, 2024 02:26 PM

    It's kinda' funny that I was alerted to this "Hey Broadcom, this is an abomination" post via Broadcom's own digital digest mail. LOL 




  • 5.  RE: Come on Broadcom - the support portal is not acceptable for enterprise customers

    Posted May 22, 2024 03:43 PM

    Abomination is a good word for this clusterf*ck.




  • 6.  RE: Come on Broadcom - the support portal is not acceptable for enterprise customers

    Posted May 22, 2024 11:31 AM

    What a mess.  I'm in the same predicament.  Our entitlements didn't transfer over from VMware, I can't find any of my Broadcom site IDs (which they claim were sent...they weren't) and I can't open a ticket in the support portal

    BROADCOM...if you're listening (but I doubt you are), open the VMware portal back up and allow customers to download their entitlements, since you were unsuccessful at transferring them.




  • 7.  RE: Come on Broadcom - the support portal is not acceptable for enterprise customers

    Posted May 22, 2024 02:39 PM

    I am the SVP of Cybersecurity and have been in the industry for 28 years.  I have never seen such a convoluted website.  No entitlements are visible and I can not even download any software.  I have been waiting for over a week for my account to be validated.  I am so glad internally, and as a MSP, we are transitioning to Microsoft Hyper-V, Azure, etc.  




  • 8.  RE: Come on Broadcom - the support portal is not acceptable for enterprise customers

    Posted May 22, 2024 04:55 PM

    We are having the same problem.
    No my.vmware rights were transferred to the new portal.

    A real mess and disregard for corporate clients who depend on this portal.

    I don't understand why UNIFY everything into a RIDICULOUS PORTAL that doesn't work.

    Go back to MY.VMWARE.COM as it is at least a decent portal to navigate.




  • 9.  RE: Come on Broadcom - the support portal is not acceptable for enterprise customers

    Posted 24 days ago

    +1 to to this mess. I'm in the same boat of nothing having transferred over, and the open a support case SSO loop gets me as well. I guess I'm glad to see I'm not alone? I guess it's time to spin up an MS Hyper-V or Citrix Hypervisor host.




  • 10.  RE: Come on Broadcom - the support portal is not acceptable for enterprise customers

    Posted 24 days ago

    We are taking a serious look at Proxmox.




  • 11.  RE: Come on Broadcom - the support portal is not acceptable for enterprise customers

    Posted 23 days ago

    I called in to support and they were able to add my entitlements. I suggest you give that a try.

    I've had talks with all the players in this space and am going to pilot XCP-ng (Xenserver).




  • 12.  RE: Come on Broadcom - the support portal is not acceptable for enterprise customers

    Posted 23 days ago

    Nutanix AHV looks like a very strong option for us, but we also have a heavy deployment of centralized storage, so a lot of hardware is going to have to get to the break even point of early retirement vs vmware pricing before we can move completely.  We're going to do a large chunk before the next renewal though.




  • 13.  RE: Come on Broadcom - the support portal is not acceptable for enterprise customers

    Posted 24 days ago

    +1 as well.  We have none of our entitlements transferred over.  I got to broadcom support via a chat and they could not find them, they pointed me to Dell.  I've got a Dell EMC renewal certificate, but nothing on that certificate ties to anything broadcom has a record of.  So, now I've been bounced around within Dell's support.




  • 14.  RE: Come on Broadcom - the support portal is not acceptable for enterprise customers

    Posted 23 days ago

    And same here. It is June 26th. About 2 Months of migration has passed.

    And still the same issues:

    I see no entitlements.

    I requested a SiteID, but when I want to open MY CASES, I end up in an SSO loop to Wolken and eventually resulting in "Error: We could not process your request, please try later"

    The same if I want to open a New Case.

    When will this be fixed?

    We are paying top dollar, or at least my boss is, for licensing and support, and even this basic functionality does NOT work. 

    Definitely bad advertising for Broadcom...




  • 15.  RE: Come on Broadcom - the support portal is not acceptable for enterprise customers

    Posted 23 days ago
    The same here!

    It's a shame...


    On 2024-06-25 13:29, Harro Melenboer via Broadcom wrote:
    > And same here. It is June 26th. About 2 Months of migration has passed.
    >
    >
    > And still the same issues:
    >
    >
    > I see no entitlements.
    >
    >
    > I requested a SiteID, but when I want to open MY CASES, I end up in an
    > SSO loop to Wolken and eventually resulting in "Error: We could not
    > process your request, please try later"
    >
    >
    > The same if I want to open a New Case.
    >
    >
    > When will this be fixed?
    >
    >
    > We are paying top dollar, or at least my boss is, for licensing and
    > support, and even this basic functionality does NOT work.
    >
    >
    > Definitely bad advertising for Broadcom...
    > -------------------------------------------
    > Original Message:
    > Sent: May 13, 2024 06:19 PM
    > From: ashleyw
    > Subject: Come on Broadcom - the support portal is not acceptable for
    > enterprise customers
    >
    >
    > so after waiting a while,
    >
    > I'm trying to check entitlements and downloads and our ability to
    > navigate the site in general.
    >
    > I have our contract number, account numbers and our perpetual support
    > end date of 2025-11-13.
    >
    > I can't find any of our entitlements loaded - just a lot of other
    > unrelated contracts for other divisions within our group that have no
    > bearing on my specific contract.
    >
    > I think, no problem, I'll try and open up a support case, but then the
    > SSO loop begins and I end up with a pop up saying;
    >
    > "Error: We could not process your request, please try later"
    >
    > I'm sorry but this is unacceptable and an absolute abomination
    > compared to the previous VMware site.
    >
    > I'm really disappointed that my first interaction with the Broadcom
    > support site has failed and this has a direct bearing on how we'll be
    > approaching our renewal in November 2025.
    >
    > thanks Ashley
    >
    >
    >
    > update: 24/05/2024
    >
    > We used to have a contract number of say "1234578" and when we
    > searched for that contract number it returned nothing, After trawling
    > through the dozens of contracts under the complete list of
    > entitlements we found out contract being listed as
    > "VO-12345678-R:24NOV22" . Sadly the search doesn't find contracts
    > using the original contract number in the search.
    >
    > It really isn't hard to keep the contract numbers search field the
    > same as the original one or at-least modify the search to look at the
    > original contract number attribute on the underlying database schema
    > (assuming Broadcom have been clever enough to retain the original
    > information - which I doubt). What a complete waste of time.
    >
    >
    > Reply to Sender :
    > https://community.broadcom.com/eGroups/PostReply/?GroupId=5107&MID=4361869&SenderKey=c9c1deaa-959a-46c1-873b-01904ff235e1
    >
    > Reply to Discussion :
    > https://community.broadcom.com/eGroups/PostReply/?GroupId=5107&MID=4361869
    >
    >
    >
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