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Bruce_B
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Pay per incident services -No one has contacted me and I have now ay to follow-up

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?

 

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scott28tt
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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.

 


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Although I am a VMware employee I contribute to VMware Communities voluntarily (ie. not in any official capacity)
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scott28tt
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What is the actual problem with Fusion? Maybe users here can help…

 


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Although I am a VMware employee I contribute to VMware Communities voluntarily (ie. not in any official capacity)
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Bruce_B
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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

 

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Bruce_B
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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

Screen Shot 2022-07-15 at 12.21.28 PM.png

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Technogeezer
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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.

 

- Paul (Technogeezer)
Editor of the Unofficial Fusion Companion Guides
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Bruce_B
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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 Screen Shot 2022-07-15 at 12.21.28 PM.png

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Technogeezer
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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".

- Paul (Technogeezer)
Editor of the Unofficial Fusion Companion Guides
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Bruce_B
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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

 

 

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scott28tt
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The links on this page might help: https://www.vmware.com/support/services.html

 


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Although I am a VMware employee I contribute to VMware Communities voluntarily (ie. not in any official capacity)
VMware Training & Certification blog
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Bruce_B
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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.

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wila
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@Mikeroshould be able to get this resolved...

--
Wil

| Author of Vimalin. The virtual machine Backup app for VMware Fusion, VMware Workstation and Player |
| More info at vimalin.com | Twitter @wilva
a_p_
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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

Bruce_B
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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

 

 

 

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scott28tt
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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)

 


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Although I am a VMware employee I contribute to VMware Communities voluntarily (ie. not in any official capacity)
VMware Training & Certification blog
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Bruce_B
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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

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a_p_
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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

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scott28tt
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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.

 


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Although I am a VMware employee I contribute to VMware Communities voluntarily (ie. not in any official capacity)
VMware Training & Certification blog
Bruce_B
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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

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Bruce_B
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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

 

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