VMware Customer Service

User Reviews, Ratings and Comments

VMware customer service is ranked #853 out of the 1023 companies that have a CustomerServiceScoreboard.com rating with an overall score of 22.60 out of a possible 200 based upon 30 ratings. This score rates VMware customer service and customer support as Terrible.

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Terrible Overall Customer Service Rating

  • VMware

    Customer Service Scoreboard

    • 22.60 Overall Rating
      (out of 200 possible)
    • 30 negative comments (100.00%)
    • 0 positive comments (0.00%)
    • 0 employee comments
    • Attribute Ratings
      (out of 10 possible)
    • 1.2 Issue Resolution
    • 2.3 Reachability
    • 2.2 Cancellation
    • 3.3 Friendliness
    • 2.3 Product Knowledge

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Posted by Vision_Thing


I am starting a process of communicating with the NYSE ... After all, VMWare is now a publicly listed company and with that comes responsibilities that cannot be fobbed off. Somebody at VMWare should read King IV or at least gain an understanding of Corporate Governance Responsibilities. I fear these guys will soon cease to exist. Unfortunately for VMWare, the market will not tolerate being Ripped Off! This is so typical of Inorganic Growth.

Posted by Vision_Thing


Advised a client to go with ESXi ... two months later I have still not received a response from VMWare requesting backgraded license codes ... several follow up e-mails. Now trying to register an eval license so the client can just get working until somebody catches a wake up to the request and follow ups ... An Unknown error occured, try again later. Days later and still the same thing. Looks like things are going seriously downhill. Based ona lack of response, client has electred to rather install "Free" PROXMOX and has not only binned the VMWare already paid for, but my services too. THanks VMWare ... supporting you has now cost me financially and in reputation.

Posted by HFE12


This company used to be good until the merger. Support has just been god awful over the past couple of years and seem to be going downhill more. Time to think about switching out your infrastructure if this is the direction of the company.

Posted by Kev12


VMware has gone straight down hill in last 2 years and even more so after the merger. They do not care about their customers especially if you are a smaller company 220 or less.
My God, licensing is just a complete freaking Nightmare!! Even our VMware manager is confused over licensing. The they will just tell you to open a ticket with support and blow you off after that. Support is either overseas or West coast.
I suggest moving away from VMware like many I know are going to XCP-ng open source no licensing needed reasonable support $900 a year. I hope VMware really falls apart!!

Posted by neutrino


Worst company I have dealt with in over 25 years. They take no efforts to fix the problems you are having with their product. Trying to set up a meeting with them to help is nearly impossible. It's been 486 days (yes 486) and they have no solutions; now they're just ignoring us!

Posted by ER


Support is definitely bad.
They obviously don't care to solve issues, most of the time their only effort is in trying to convince you that an obvious bug is a 'feature'.
Calling for manager intervention or escalating is a loss of time, the managers don't care and by the time you escalate you probably solved on your own or moved the VM to another platform.

Posted by Anon


This is more a staffing complaint than anything. Davis Solis, who is a Senior Technical Account manager. He has interacted with several people in my team and found to be consistently to be very arrogant and condescending when helping with issues. This came up in our budget meeting this morning that many have tried to get the software going and he has been who we were directed to frequently. Honestly it is a good thing he isn't a sales guy and we have better technical people that can patch things than he has patience for. We are heavily considering another vendor when contract ends.

Posted by Switched2Parallels


Had an issue where I purchased Fusion 10, then their own platform wouldn't allow me to download it with a "profile review." I had a deadline to meet, it was late at night, and only had a few hours. Fusion was the best tool for the job. I ended up using VirtualBox to get what I needed done (since I didn't want to dish about another $100 for Parallels), and emailed them asking for a refund.

So, instead of processing a refund (since I couldn't even download the DMG, including the demo), they went ahead and processed my account. 12 hours later I got the program I paid for... but, by that time, it was too late.

A couple weeks later, I upgraded my Mac to 10.13. I had kept it on 10.12 for an extended time due to compatibility issues with some programs. After literally everything else on my computer was working flawlessly, VMWare refused to run any of my VMs. After doing research on the issue (which has forum messages dating back to 2007 with the same errors), following VMWare's own tips for resolving the issue (which I had to load up in Google Cache because their own page 404'd), and following the recommendations of other users with the same issues (including digging into the Terminal and adjusting kexts and permissions), Fusion continued to start, but not launch any VMs.

So I emailed support again. Their response? Uninstall every program on your computer that isn't from Apple. Seriously? VMWare, a company tailored to corporate IT teams, wants someone to remove all non-Apple software from their computer? I'm sorry, but I'm not going to do that. So, instead of spending several days rebuilding development environments and reinstalling everything from scratch (not to mention the time and money lost by doing so), I picked up a trial of Parallels. Guess what? It runs better than Fusion ever did. It's easier to use. It offers more features. And I was literally up and going within 5 minutes of downloading the trial. And I can get back to doing what I need to do for my job.

I responded to another vague email from their support team (who has called me three times despite me saying "I am not available to take phone calls, please do not call me"), and was told "your ticket was passed off to this other person, please email them." So even their customer support software cannot even push an email to the right place.

Oh, and by the way, all the support people I've talked to (which is about 6 or 7 at this point) have all had "India" in their signature. Not that there's anything wrong with India, but VMWare is obviously outsourcing their support. So if you want to actually talk to someone that works on the software, or near the people who do, you're out of luck.

And, at the end of the day, I paid for Fusion, and it still will not work on my machine. I've wasted enough time dealing with this company and I refuse to continue. Stick with a company that actually cares about their customers, not corporations, and pick up Parallels instead of Fusion.

Posted by HeatheRawr


I've been trying for over a week just to get someone to open the damn tickets I need. I've called them 5 times and have to leave messages because the wait time is outrageous. I do have other things I need to take care of besides sit on hold all day. They have no way of opening a ticket online that I can find ... they just send you to KB articles. How is anyone supposed to get support when they need it?

Posted by Sys/Net Admin


This Indians' support is a nightmare. Almost all cases they browsed online and they sends me KB articles. They should be more train about VMWare products. Last time the guy almost killed my production because he assumed that my environment is simple not even checking what is configured. I had to stop him before disaster.

Posted by Anonymous


It's too much to write but honestly, the support is weak and it used to be on point. You usually get a run around from some Indian guy who refuses to pass you to an engineer but is more than happy to take more payment from you to change the support ticket to a $1200 incident. WEAK SAUCE VM-WHERE?!

Posted by Tried


Slow response time. Lack knowledge of their on accounts information. Being pass around. Requiring support issues like time zone place for your company.

Posted by truative


What company wants you to buy a product for around 5000$ and then when they give u an evaluation copy to try out they won't even help you install it when you're running into issues that shouldn't be happening.....please tell me...So sick of VMWare and their TRASH customer service. The customer representative transferred me over the technical support after i explained my case and he told me he couldn't help me. And then once he transferred me over, i was on hold for 15 minutes and then the line just dropped. Screw VmWare, Microsoft Hyper-v Here i come.

Posted by pixelrebel


Why are people reviewing "VMWare Customer Service"? It simply doesn't exist. Moreover their Knowledge Base articles are incomplete, inaccurate and worthless. Pro Tip, when you have a VMWare issue search google with "-site:vmware.com" This will remove VMWare from your results and you can find step-by-step tutorials and workarounds that are higher in quality than anything this worthless company can produce.

Posted by BuyingCustomer


I've used the VMWare products before and had good success with them.
Upon trying to contact sales I've sent in 3 forms from their website and left two messages within the last few weeks.
Apparently they are not very interested in selling their product as I've received no return calls or e-mails from them

Posted by Ba


I dont get them , they are too slow to response and mostly spend time just browsing around . They dont response on timley manner

Posted by AAron


Same as the below comments really, they take too long to get back to you, they dont understand the products they are suppose to be supporting and ultimately you're stuck on the phone for hours only for them to eventually just say "you will have to reinstall it".. Its utter BS!

Posted by sgnas01


THere is a lost of bad support offerings in the IT world. VMware is by far the worst I have ever experienced. They take for ever to contact you. they never have any good troubleshooting steps. They take forever to respond to emails. They can hardly understand english. they do not bother to read the ticket with the info you gave them or the logs so they call you with stupid questions which could of been answered if they bothered to read the ticket. what a waste of money and time.

Posted by ds_sp00k


VMware support is consistently bad. There are never enough engineers to give our cases the attention that they deserve, and when an engineer is assigned, their support is always untimely and unhelpful, and their attitude is usually apathetic, even on priority-1 cases.

This does not appear to simply be a problem with specific engineers, because this is case for every support ticket.

VMware support needs a complete reboot.

Posted by James Lai


I like to make an executive complain on VMwware Unethical business conduct for security violation of customer information. I have been over years being spam for renewal of another customer VMWare license over past few years. Despite complaining to the person in charge and he promised to resolve it but nothing has happen. This proven VMWare failure in market. This is totally unacceptable and I see failure in your personnel is handling serious issue.

Posted by solidago


I just purchased an upgrade to 7.1.1 and have been unable to download it. there is no function telephone # for customer support or for technical support. Unbelievably impossible to resolve. Inn addition, as part of the process of upgrading VM removed most of version 6, so that is unusable. Had I known this and the comments on this website, I would have abandoned VM entirely and looked for other software. TERRIBLE!

Posted by Carlos


I’ve hardly ever had to call support but I opened up a case about 6 days ago. I never received a call back even though we are supposed to get a call within 4 hours time. When I eventually called back I heard they were waiting on customer. Waiting for what? I still have not been able to get in touch with the tech assigned. Vmware’s support is awful.

Posted by oksonottovirtualize


vmware techs are not trained to understand the vsphere server software product functionality. when presented with the content of error messages from vsphere client while attempting migration, cloning of vms: vmware techs cannot explain the error messages. all suggestions vmware techs make to accomplish the migration or cloning fail. they do not acknowledge their failure to resolve the migration/cloning issue. after many telephone calls, this tech cannot waste any more of his time.

Posted by Exador


My company tasked me with getting VMware Certified. What a nightmare! We've paid THOUSANDS to be a TAP partner. It's a joke. You still get NO support. I've spent months trying to get their BUGGY testsuite 'Workbench' working, and they provide no support, even when you pay their exorbitant $250/QUESTION (only available to TAP Alliance Partners)
Unless you are already a VMware GURU, RUN!

Posted by b393capt


The support team is entirely inept. Makes you waste time trying things that are obviously not going to work / not directed at the issue reported.

Current issue, incompatibility with QNAP disk drives. Issue has been going 60+ days. No urgency to fix. Multiple escalations.

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