VMware Support Sucks
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For some reason 2 of VM's randomly aren't running. I can fire them back up, and they run fine for a day or more, and then they are off again.
So I contact support after I export the log files.
I can't get there FTP upload to work, so I upload them to OwnCloud and send them a link.
Keep in mind each time you contact them, you have to wait 24 hours for a reply.... It's like there half way around the world or something
So this morning I get this reply:
Yes I am able to download the file but I cant convert it to readable format. It is in tgz format. Our FTP site converts the log files.
Really? They don't know how to use 7-Zip, etc to extract files? I immediately asked to have my case sent to a supervisor....
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Sounds like par for the course with VMWare recently.
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Does anyone know if I pay for a higher level of support, will I get better support? Maybe talk to someone in the United States?
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@aaronstuder said in VMware Support Sucks:
Does anyone know if I pay for a higher level of support, will I get better support? Maybe talk to someone in the United States?
Doubtful that you'd get a native English speaking person just because you're paying for a higher tier of support. Usually this doesn't happen until you're at tiers 3 or above of the tech queue.
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Time to get the boss on board with XenServer.....
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Pinging someone from VMware: @John-Nicholson
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@aaronstuder said in VMware Support Sucks:
Does anyone know if I pay for a higher level of support, will I get better support? Maybe talk to someone in the United States?
Alternatively, work with a VMWare partner. Sometimes the best support does not come from the vendor directly.
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@Breffni-Potter said in VMware Support Sucks:
@aaronstuder said in VMware Support Sucks:
Does anyone know if I pay for a higher level of support, will I get better support? Maybe talk to someone in the United States?
Alternatively, work with a VMWare partner. Sometimes the best support does not come from the vendor directly.
^^ This. Best Nexenta support I've ever seen was from their German technical sales team. We call that "kurzer Dienstweg" -> roughly "Short route through official channels / ways".
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@DustinB3403 said in VMware Support Sucks:
@aaronstuder said in VMware Support Sucks:
Does anyone know if I pay for a higher level of support, will I get better support? Maybe talk to someone in the United States?
Doubtful that you'd get a native English speaking person just because you're paying for a higher tier of support. Usually this doesn't happen until you're at tiers 3 or above of the tech queue.
We get 2 Hr support and people in the US. It can be as little as 30min depending on the serverity
Also this likely isn't a VMware issue.
