Not criticizing the techs and engineers who work at VMWare as I’ve found them to be knowledgeable and quite helpful, but getting to them is a nightmare.
I opened a ticket with VMWare this morning and it has to be the worse single technical support experience I have seen in ten years. I began by logging into MyVMWare portal and going to tech support. All of my licenses and accounts were listed, but when I went to open a ticket for a product we bought 8 months ago, my product was not there. I see a “Can’t open a ticket” option so I click it and it takes me to a generic web page that was of zero help.
So I picked up the phone and called VMWare. That’s when the frustration really kicked in. The call starts with the traditional press 1 for sales, 2 for licensing. That’s fine, I press the key for tech support. Then it gives a list of major product lines. I selected mine. Once there, it puts me in a voice prompt system then starts listing every VMWare product since vSphere 5.1 asking me to say “That’s it” if I hear my product. Of course, my product was not there. It began repeating the list, but I pressed 0. It asked me if I wanted to speak to someone, I said “Yes,” to be told, “I didn’t understand your answer, please listen to this list of products…”
I finally got through to a human being after multiple key-presses (entering phone and account numbers) and voice prompts and had my ticket opened successfully, but the experience left me drained. It took me twelve minutes to get to a human being; TWELVE. That time was mostly wasted as all of the info I had keyed in never got to the agent who had me repeat the same info for her. I deal with major corporations all the time for tech support calls. 1-3 minutes is the norm for automated queues. VMWare is simply the worse. Someone at VMWare needs to re-examine their tech support web and phone system and make considerable improvements.
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