VMware Customer Service Complaints - page 2

VMware makes great software, but their support ranges from nonexistent to useless.

Be prepared to fix your own problems, sometimes by downloading patches posted by random forum users. (Seriously.)

Workstation 4.0.x shipped with a bug where the vmnet module wouldn't build in recent amd64 versions of Ubuntu and Debian. There's an active thread in the forums about it -- with contributed .sh files to patch the modules -- and two point releases have come out now with no fix.

I tried to report this as a bug -- my company PAID over $100 for me to have Workstation on my machine -- and was greeted with a page telling me no thx, pay for email support. Really, dudes?

Really?

I have had a VMware account for several years for licensing, downloads, classes, etc. My employer was recently sold and our jobs moved to Mexico. To keep current I tried to set up a trial version of VM Workstation8 and ran into a problem getting the trial license.

My email address was at my old employer and when I tried to change it I got a message that I needed to open a support case. I did so and finally received a reply that VMware CANNOT change my email address in their system, that I MUST set a new account and that NONE of my history will transfer. Unbelievably, they have used the email address as the DB key field so it is written in stone forever because people NEVER change their email addresses.

This amateurish mistake and their unconcerned handling of the problem has cost me weeks of time trying to get something as simple as and email address changed. VMware simply does not care that they have made a gigantic mistake that reflects poorly on them and is a great inconvenience for their customers.

Given that a mistake was made by VMware they should have handled it by either getting the address changed OR setting up a new account and transferring my information to ensure my history remains intact. Their failure to do so and the complete lack of interest in maintaining my history indicates to me that VMware doesn't give a damn about my business.

Customer service for VMware consists of only front line drones who exist to tell customers tough luck and insulate management from customer complaints.

VMware ripped me off because I paid for services I never received.

This morning around 10:30 I called for support and was told that I needed to pay for support and that someone would call me back within 12 hours to help me. I received no advice on my call and only explained that I could not get vmware running. I had to pay right then with my credit card. They never worked on my problem. Immediately after I phoned around 5 min. later I was able to solve the problem by myself, but vmware would not return my fee I had already paid even though I had NOT received any service since I FIXED THE PROBLEM ON MY OWN. They lied to me and told me that someone was already working on the problem 0 they were not because it had not been explained to them, SO HOW COULD THEY HAVE BEEN WORKING ON MY PROBLEM IF THEY DID NOT KNOQ WHAT IT WAS!, THIS IS STEALING FROM THE CUSTOMER!!!

Having been a vmWare Fusion customer for several years, I had occasion to mistakenly order an upgrade to a newer version. (With not enough caffeine in my systems one Sunday morning, I made a mistake. I had actually intended to upgrade my Parallels installation.)

Immediately after installing the upgrade, I attempted to contact vmWare customer service via their website's chat feature. The agent merely said that he would have to bump it up to tier two tech support, who would contact me by email.

After a couple of days, I got a terse message, presumably from tier two, telling me that I was SOL, and that vmWare does not do refunds. Period. Full stop.

I replied that this was too bad, and that if it were my company, I'd be most interested in WHY my long time customer wanted a refund.

Response to this message was crickets chirping UNTIL after nearly two weeks, I got another automated message from vmWare tech support apparently reading the case as a new one, and giving me excruciatingly detailed instructions on how to download and install the product!

This company's customer "service" truly sucks, not to mention their refund policies... I, for one, will NEVER purchase another one of their products again.

Every experience with their customer service has been negative for me. They have a 30 day money back guarentee.... I bought their VMFusion product when it was on sale for $49 dollars and they charged me $79 (full price) so i called them up and asked for the $30 dollars and the customer service rep simply said no. I asked "excuse me"? "Yes we will not give you your discount." I was stunned.... well I asked what my choices were at this point and he said "we will be glad to give you your money back" So you will give me my $79 but not give me the advertised sale price? Then I look at there refund policy and they treat it like a mail in rebate... no lie.... 10-12 weeks after i mail in a request form that can be rejected if i miss something on it.... VMWARE is running a scam that looks out for themselves not their customers. Avoid them at all cost.