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Anybody else having difficulty with VMWare Guru Licensing Program?

Posted on 2016-09-23
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Last Modified: 2016-10-02
I recently sent the guru licensing department an email indicating that I needed a new license key for my Workstation 11.0 license.

It took 10 days for them to simply reply to my email, and rather than reading the email, they simply sent me a standard "fill out this form" and send it back email.  It then took them 6 days to reply to my reply which contained the form as well as the text of my original request.  They still did not read the original request.

I contacted the Customer Support department and they basically told me that they don't have anything to do with guru licensing, and then closed my trouble ticket.

Outsourcing may make monetary sense, but not at the risk of losing customers.
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Question by:Dale Fye (Access MVP)
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LVL 121
ID: 41812822
Anybody else having difficulty with VMWare Guru Licensing Program?

Yes.

Contact them again, they the only Point of Contact which deals with it. Licenses get close to expiry, before we get new licenses!

as a VMware vExpert, that also takes it's time!
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Author Comment

by:Dale Fye (Access MVP)
ID: 41820867
Andrew,

I sent them an email two weeks before my key expired, it took 10 days for them to respond, and then it was simply a form letter with the application form.  They didn't even read that I am already a member of the program.

I sent that form in anyway, and a week later they responded with an email that I didn't indicate what VMWare product i was interested in (even though it is checked on the application), so I resubmitted.  That was over a week ago.  I've been locked out of Workstation 11 for two weeks now, unable to get to client information because VMWare has outsourced support for this program and doesn't seem to give a da**!

Dale
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Accepted Solution

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Andrew Hancock (VMware vExpert / EE MVE^2) earned 500 total points
ID: 41821156
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Author Closing Comment

by:Dale Fye (Access MVP)
ID: 41825525
Thanks, Andrew, I didn't realize there was a trial of 12.5 available.  I downloaded that and now at least have access to my VMs again.  Hope that the license key they issue for the guru program works with this download.

Are you still using Workstation?
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LVL 121
ID: 41825553
Yes, we still use VMware Workstation, disappointed that support is being dropped, we've complained bitterly to VMware about this.

We also use VMware vSphere as well.
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