I purchased VMware Workstation Pro with their highest tier "Production" support contract for 1 year. But so far I can only get connected with people in India that can barely speak English, don't know anything about the product their supporting or how to work the CSR software from their computer. When the first representative I connected with started to struggle I was placed on hold and then disconnected. The next person put me on hold forever, came back and mumbled "oh, god" and then put me back on hold.

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After my ticket had been submitted I received a follow-up by e-mail. I sent a test case of the program that was hanging the VM along with some very short instructions that involved "open a zip file and run this program" but the person handling my ticket couldn't figure out how to open a zip file or follow instructions; the reason for the failure was extremely vague such as "it doesn't work" or "it won't open".

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After providing a screen share on Zoom where I demonstrated the issue, and despite breaking the problem down into tiny bite-sized chunks, the CSR would only provide broad strokes answers that had nothing to do with the problem but everything to do with closing the ticket. Things were said such as "you're running Microsoft Windows so you should contact Microsoft"... among other things. Most of the answers made no sense and I don't think the person even knew what a virtual machine was or how it worked.

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This is by far one of the worst support experiences I've ever had for a software purchase. Is it possible to contact to a support representative about issues that are suspect to be bugs with the product?

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The support staff who handle VMware support are a stone throw away from the kind of people who ask you to power cycling a laptop after explaining to them it's broken in half because you started the sentence with "it won't turn on because..."

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Is this normal for WMware support? Is there a different phone number or do I need to ask to be escalated to another department?