No one has contacted me and I have now ay to follow-up. This is my second purchase that I see on their Get support page listing both my incidents.
What can I do since I am very stuck?
As per the document I linked to, even when you have opened an SR (which it doesn’t sound like you have yet), Fusion incident responses are email only.
What is the actual problem with Fusion? Maybe users here can help…
Thanks for responding. I deleted my printer in Windows after I couldn't access hoping reload would be easy using my iMac printer. Printer sharing is on in Mac OS 12.4.
Need help reinstalling ounder Windows 10.
Thanks,
Bruce
How do I trigger a response after I have now paid $29.99 2 times and no one has contacted me and I can't trigger action. Here's from website
I hope this doesn't sound like a dumb question, but did you open a support incident after purchasing those per-incident support entitlements per https://kb.vmware.com/s/article/2006985?
Any support incidents you opened should be visible under "My Support Requests" in your Customer Connect portal main page.
Yes I did and they are reflected in the attached. That's why I'm stuck. in old days someone would contact me within 12 to 24 hours
Many apologies then for a very stupid question.
I understand the frustration. I don't know what VMware's service SLAs are for response to a new incident - I wish they would publish them. In the old days I'd be following this up with a phone call to say "what on earth is going on".
Yup. Now days my only contact was with Digital Rivers who operates the store. They take my money and provide an invoice with an order number.
Anyone out there have a phone number or link to keep this "per Incident" purchase moving? or even a fix how to get Windows 10 recognize my iMac printer
The links on this page might help: https://www.vmware.com/support/services.html
I already opened a "Pay for Incident request". I didn't receive anything but a paid invoice with an order number. I'm very stuck.
Thanks.
@Mikeroshould be able to get this resolved...
--
Wil
Please don't mind me asking this again, but did you open a support case?
The screenshots (which btw. you should either remove, or replace with grayed out serial numbers) only show that you've purchased support, and also show that you have 1 case "available". To me this looks like no case support case been opened yet.
André
Hi Andre, Yes I did purchase an "pay per incident", as reflected in the support link (good tip on serial number covering).
So how do I get support, old days I would be contacted. Now no-one has contacted me and I'm now out $60. with no help, or link to the next step.
Someone PLEASE help --- I am stuck.
Thanks again,
Bruce
See page 2 for the section on Fusion, the link to this document was on the page I posted previously: https://www.vmware.com/content/dam/digitalmarketing/vmware/en/pdf/support/vmware-per-incident-suppor...
Do you have an SR number for the incident that you opened? (Where you supplied all the information about your problem)
Thanks Scott. I have an order # generated at point of purchase from Digital River, whom operates the store. Additionally it is listed in the Support dashboard.
I do not have an SR number. Page 2 of the document does not inform the user what the next step is only the services for Fusion Player. How do I move to the next step? Shouldn't I have been contacted by a VM tech, like in the old days?
all suggestions deeply appreciated.
-Bruce
The order entitles you to open a support case when you need it, it doesn't open one automatically.
Please follow the steps in "Filing a Technical Support Request from Customer Connect Portal" in https://kb.vmware.com/s/article/2006985 to file your support case.
André
As per the document I linked to, even when you have opened an SR (which it doesn’t sound like you have yet), Fusion incident responses are email only.
Scott and Andre,
Mystery solved. I did not file a SR only paid for one. I finally followed the embedded link which allowed me to open one. guess I was still stuck in the last decade or 2 decades ago when it was automatic.
I believe you guys got me to the next step. Thanks so much.
-Bruce
Gents,
Had the support call and with the help of Apple Bonjour, and a little playing, we were able to reload the printer. All is good again.
Thanks for your help.
-Bruce
