The support portal is not acceptable for enterprise customers.

[Clairton Carlos]

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

I can't find any of our entitlements loaded, and 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 next renewal in 2025.

[BenFor]

Hello Clairton Carlos, we are facing the same issue and I totally agree...this is not acceptable at all! The virtual Chat Client from Broadcom didn't helped us and I didn't get an answer to my E-mail to the Broadcom Support. I really hope it will get better very soon, otherwise Broadcom will loose Customers for sure. Greetings Benno

[Aetna Health Insurance (Thailand) Public Company]

I agree with you.

I have request to access my Site ID multiple times but still got no movement.

When I tried to access to view my open case. It's redirect to https://broadcomcms-software.wolkenservicedesk.com/ and always popup below error.

[Jason Martinez]

Same here, opened 3 tickets and no answer on any of them.  Then I go the check the status of an open case and I can't even get in! Honestly I can't even say I didn't expect this to go smoothly.  

[PaulB2]

I had the same issue. Call in, they have to assign your site id.

-pb

[Diane Parella]

Yes, but also the site IDs don't match the account numbers from the VMWare Portal and it seems the product licenses have been randomly split across the new site IDs.  It's difficult to know where your license keys are and whether all products have been migrated.  Having access to open a support ticket is important, but also having the support team actually reach out to you to resolve the issue is another story!

[Diane Parella]

Same here.  I finally found some of our entitlements by getting to my dashboard, then opening a site ID and choosing a product that sounds the most like what we know the titles as.  Then clicked on the Entitlement Details button and then one of the ribbon icons (any will get you to the folder page).  The folder page has the named folders from the VMWare portal but you don't see the nested sub folders if you had set any up.

Also, I asked our sales rep to get me a full entitlement listing from the Broadcom portal for our VMWare products so I can verify what's there and what is still missing.  There is no way currently to export a list of all of your entitlements and the folders they are in on the Broadcom portal.

I also can't add Users to any folders, which in turn makes it impossible for the users to install and use some products.  I have 3 currently open tickets and no one has reached out to me.