Beware - I never received a license key, and hear nothing from support.

[Jaimi]

I purchased 4.1 ESD yesterday. The text says we will get our keys within 30 minutes.

I received a receipt from the payment processor (succes!) So they have my money.

I received an order confirmation (with "proof of purchase") from Vmware, but the license key was BLANK.

Status: No key within 30 minutes.

Website says our order could take up to 1 hour to see online. 

Status: Still Not There. Can't get keys online.

Sent in a support request ("Will answer within 12 hours")

Status: No answer, longer than 12 hours.

Vmware - You're failing in this. What's going on? You used to have top notch support, I've purchased fusion 2/3, workstation 5,6,7, and ESX server.

Always you guys came through. But lately, it seems like things have gone down hill. No license keys when purchased. No support tickets returned. No communication at all. I'm down, waiting on my key, and I hear nothing even after posting and emailing.  This is quite a disappointment.

[admin]

Hello,

Sorry to hear you are having some issues :-(.

Maybe I can help move things along for you?

I do not working within the Licensing department myself (at least not these days) but I can help get your issue reported to the right people.

Note: You can send the answers to the following questions to me by Direct Message.

What is the SR number that you opened?

What is your VMware Store Account Email Address?

What is the Order Number for Fusion order that you placed with us?

[Jaimi]

Thank you - shortly after I sent you a pm, i heard from licensing support. They are escalating the case to tier 2 support, and state I should hear back with 24-48 hours. Hopefully the same multiplier doesn't apply. 

[admin]

FYI... You can see the VMware Technical Support Severity Definitions at https://www.vmware.com/support/policies/severity.html

Ther fact that you opened the support request over the weekend as a Severity 3 (outside normal business hours) is why you did not get a response from our support teams until today.

I have alerted the owner of the support request to this thread and you should hear back from our support team as soon as possible.

Thanks. 

[Jaimi]

Thanks, for the information, the attention is appreciated. Unfortunately, the support request page had no place to put the category level. It did notify me that I should expect an answer within 12 hours, though:  "A Licensing Support Specialist will respond to your query within 12 hours."

I'm not complaining (now at least), and I appreciate your help. Perhaps some attention from the web developers to this part of your website and response system could save some headache and complaints about missed responses.