Support moving to third party?

Did anyone else get this email?

Your Technical Support may Change After May 6, 2024

Dear Valued Customer,

Globally at Broadcom, we have solidified strategic partnerships with a select list of distributors by geography to deliver technical support on behalf of Broadcom.

This message is to officially notify you of this change and that, depending upon the products you purchased, your technical support provider for VMware by Broadcom products may change from the Broadcom Support Center to one of our Authorized Distributor's Technical Support Centers during the 2024 calendar year.

This process should be seamless for you. You should continue to log into the Broadcom Support portal to open support tickets, where Broadcom systems will redirect your technical support query to the correct support team. Broadcom together with our Authorized Distributors will continue to offer an integrated support experience in line with current and historic service levels.

For more information on our Privacy policies, please visit our Privacy page along with detail on our Third-Party sub-processors listed here.

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support experience in line with current and historic service levels.

So you'll still end up in the send logs loop.

"Read the message again. Support will be provided by the newly published list of VMware trained 'Distributors' - based on the customer geo. If a customer is purchasing through a distributor and partner, they will also get their support from that distributor."

awww... Don't spoil their post - even if it is garbage.

Why should we support non-key Customers? Do you guys even understand business - at all?

Can confirm - former coworker of mine works at one of the authorized disti's and they have been ramping up resources to start providing L1 VMware support for customers. Sounds like all of the authorized disti's will be sharing the load. This shouldn't be surprising - since strategics (which includes FED/SLED for the most part) can only buy VCF, they're all getting Select support, most of which will remain with Broadcom (has to be US soil support for many FED SKU's).

Govt Tan already announced this in 2 years ago. When he announced VMware merger, he said that most of customers will get support from partners in one of the interview. I forgot all numbers he mentioned m, but his point was that he will focus only on top spending customers.

Read the message again. Support will be provided by the newly published list of VMware trained 'Distributors' - based on the customer geo. If a customer is purchasing through a distributor and partner, they will also get their support from that distributor.

Yes.
Strategic and Corporate customer will get VMware by broadcom support.

Commercial (smaller) customers will go to an outsourcer, most likely HCL and one other company.

Yes smaller VMware/CA/Symantec accounts are being outsourced to partners.

Why are people surprised by this. Hocky Tan has said time and time again, if you are not in the top 2000 customers, then you can fu-k right off..

https://www.crn.com/news/virtualization/2024/broadcom-ceo-hock-tan-focus-on-upselling-vmware-s-largest-2-000-customers-proves-very-successful

If you’re a small account, you will be booted to a partner for front line support. There’s a dozen or so of these partners. Standard Broadcom practice and M&A playbook.

Get your lube ready

Outsourced to HCL?

My Grandma needs a job, glad Hock is helping the elderly.

And people complained about VMware's support being sh-t before. Well, you get what you pay for I guess.

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Support moving to third party?

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