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Hello? Is there any actual support?

  • 1.  Hello? Is there any actual support?

    Posted 23 days ago

    So, I went looking for my VMware Workstation entitlements to download and renew, the entitlements have not transferred over.

    I dutifully lodged a support case, almost a month ago, with no response from Broadcom.

    On the verge of contacting Australian Govt Consumer Affairs.

    No support.
    Can I lodge a case for my case? :)


  • 2.  RE: Hello? Is there any actual support?

    Posted 23 days ago
    Edited by SomeUser 23 days ago

    :) I'm trying to get access to ISO files for over the month... the situation is dramatic now. a few more weeks and I will probably quit my job because how can I maintain the servers without access to the operating systems and software on which all our servers in my current company are based. I'm already frustrated so much that I just want to laugh. :D the situation is critical for me too. I wish you all the best, patience and self-control in this situation. Maybe somehow we will survive what is happening and everything will return to normal... somehow. 🫣

    "Not Entitled" :)




  • 3.  RE: Hello? Is there any actual support?

    Posted 23 days ago

    Similar situation, but mine isn't urgent.  Nothing is down.  We were in the process of upgrading vsphere, but ran into issues that require a support ticket.  But no entitlements show, and therefore no support.  Our upgrade is paused, but it has been a few weeks.   This acquisition by broadcom seems botched.  Hopefully they are getting things figured out and we'll soon see a noticeable improvement.




  • 4.  RE: Hello? Is there any actual support?

    Posted 22 days ago

    yes, you can raise another case mentioning that initial request was not addressed

    KB link to raise Site access request 
    Adding additional Broadcom Site IDs to an existing profile on the Broadcom Support Portal




  • 5.  RE: Hello? Is there any actual support?

    Posted 22 days ago

    Thanks Jimmy15, I appreciate the helpfulness and that article is very clear.  However, I dont have that 'Request Access' option when you drop down under the username.  I have no Sites, no entitlements.  Nothing came over, and broadcom doesnt like any of my documentation, serial numbers, or the renewal certificate for my licensing.  Ours is a VXRAIL system, which could be part of the problem.




  • 6.  RE: Hello? Is there any actual support?

    Posted 21 days ago

    Could be.  I know they just finalized a deal with Dell recently.

    I was finally able to get my site ID via chat after they just kept telling me that I needed to request access and giving me articles and I kept telling them I needed a site ID.  Funny thing they don't even have our company name right, so I had to put in another ticket to get it updated.  Who knows if I'll ever get access.  They said they couldn't find any tickets I put in because it doesn't actually put in a ticket or a request if you don't have a valid Broadcom site ID on your account.  Awesome!  Would have been really great if they actually gave you your Broadcom site ID you needed to register.  




  • 7.  RE: Hello? Is there any actual support?

    Posted 21 days ago

    Jimmy,

    The issue is Broadcom didn't supply anyone with their Broadcom Site ID.  Without a valid site ID loaded on the account the support requests are just being discarded.  How are we supposed to request access to a Site ID that we don't have?  Support just keeps giving out the same KB link without addressing the actual issue.  You have to call in or chat to get a live person to get your ID.  




  • 8.  RE: Hello? Is there any actual support?

    Posted 21 days ago

    I approached my TAM to get Site ID.
    Look at your previous case communications with VMware Support, there should be a person always in CC. 




  • 9.  RE: Hello? Is there any actual support?

    Posted 21 days ago

    I guess that would be a good starting point, but I'm going to guess a lot of customers don't know who their TAM managers are.  It's been years since I actually put in a ticket.  Still falls on Broadcom for botching this transition, dramatically increasing prices, and outsourcing support.




  • 10.  RE: Hello? Is there any actual support?

    Posted 22 days ago

    Same here not entitled to downloads even tho I can see the license keys in the portal. I opened a ticket a month ago and even put udates in the ticket asking for an update and nothing from support. 




  • 11.  RE: Hello? Is there any actual support?

    Posted 21 days ago

    Did you get the email that they were outsourcing the support now?  Maybe that's a good thing if this is what Broadcom's support looks like.  




  • 12.  RE: Hello? Is there any actual support?

    Posted 11 days ago

    They only transfer your licence if you have an active support contract. I managed to get a response from their email support after a couple of months, and this was their reply:

    "You can only find the products which have active contracts on Broadcom Support portal. Please reach out to sales or your reseller for further assistance.

    As nothing pending from our end, this case will be archived."