Vmware Support

[Benjamin Nedved]

I've been encountering challenges when it comes to VMware support, especially after opening a ticket. Instead of receiving direct assistance from VMware, my support requests often get passed to a third-party provider, Ingram Micro. In my experience, their level of support has been subpar, making it difficult to resolve issues efficiently.

Has anyone else in the community had a similar experience with Ingram Micro or any other third-party support when dealing with VMware? If so, how did you manage to improve the support process, or were there any alternative routes that led to a better experience?

I'm looking for suggestions or insights into how others are navigating these challenges. Have you found better ways to ensure your support tickets remain with VMware, or have you identified a more responsive provider within the VMware ecosystem? Any tips or experiences would be greatly appreciated!

Here's a snippet from my recent email correspondence with them, which highlights the recurring frustrations I've been dealing with:

A Case Update has been posted to this case and is detailed below.  vSphere ESXi ================================================================================================== Response Update:
HI my shift is completed i informed to our team if you provided next available time, they would try to assist you on this.

My Response Update:
my schedule freed up and am available now until 400pm cst

NO RESPONSE

My Response Update:
I am available from 12:20pm cst to 2:20 cst today.

A Case Update has been posted to this case and is detailed below.  vSphere ESXi ================================================================================================== Response Update:

Hi, 

During your shift hours - 12:20pm cst to 2:20 cst today our shift engineer will reach out to you.

NO RESPONSE

A Case Update has been posted to this case and is detailed below.  vSphere ESXi ================================================================================================== Response Update:

Unfortunate our engineer unable to reach out due to busy schedule 

could you provide availability time to check the issue please. I will schedule the meet will assign the assign the engineer.

My Response Update:

I am available from 12:00pm cst to 4:00 cst today.

NO RESPONSE

A Case Update has been posted to this case and is detailed below.  vSphere ESXi ================================================================================================== Response Update:

Could you please the status and next availability slot to schedule the meet 

Apologies for could be able to get connect in time.

[JDMils_Interact]

Hi Benjamin, I work for one of those 3rd party Broadcom support companies, not Ingram tho. It's been a challenge for us to create processes and structures to support customers such as yourself as this has all been lumped on us in one hit and the Broadcom goal-posts are changing daily so we are trying to adapt. From what I'm seeing internally, it depends on how quickly the 3rd party support company can adapt to such a huge change, and it is a struggle atm, but give it some time for the "smoke to clear" and I'm sure you will see better results.

[goldeneye_007]

More cost cutting by Broadcom. Personally I don't see how third party support is going to fly. All they are going to do is have access to the same KB that Broadcom inherited from VMware. Any escalation will have to come from Broadcom support engineers. Sure third parties might be able to build a team of very clever support techs but ultimately they'll have to defer to Broadcom when the issues cannot be solved. That in itself will be problematic given the dizzying array of products Broadcom offers. The whole process is going to be very slow. 

[chribonn]

My middle name has a period in it.  Since the account was moved to Broadcom this period is blocking me from downloading updates to VMWare because after the profile is loaded into the Broadcom form it returns an error that the name can only contain letters.

I have not been able to correct this.

What can I do? 

[Morry Katz]

If you call Broadcom support at [phone] they should be able to fix your account for you.