Same POOR VMWARE SUPPORT experience here as well. Scratching my head with the direction that VMWare is going regarding support. From a customers perspective, it definitely the wrong way.
I can understand that the USB vib that is/was available to address the problem may not be ready for prime time, but if it addresses the problem for the masses with little side affects, that is better than nothing at all. Sounds like a vaccine no?
Regardless, unable to get a support technician on the phone, having to wait next to my phone to hear back from them.. If you miss the call, oh because you are actually working, then the whole thing starts all over. Not very productive from a customers standpoint. May work great for VMWare but who pays VMWare for support? We do.