I'm not sure which of the gazillion categories this thread should go so please move as appropriate. I've been a customer for over 10 years and have had a roller coaster ride when it comes to VMware support.. mostly the coaster has been at the bottom of the hill when it comes to 1st level support engagement and follow-up.
I thought that VMware had on-shored most of their US support staff in the last few years. However the last few cases I've had are clearly being covered by people half a world away from the US working the grave yard shift.
I do not mind this if they engage the case in a reasonable time frame depending on severity and more importantly follow-up once contact has been made.
My latest case i opened 3 days ago I've not yet been able to work out a time to speak. I've asked that we arrange a mutually agreeable time to talk. Apparently this is asking too much.
I'm to the point where maybe immediately escalating the case is the best way to engage.
Anybody else have tried and true ways to work with this organization?
Ron