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FAQ: Customer service for VMware users (1187)

Details

This article provides answers to frequently asked Customer Service questions.

Solution

Support and Renewals

How can I get license support?
If you have purchased a license, you can obtain support by filing a Support Request. For more information, see Filing a Support Request in My VMware (2006985).

Can I get technical support for my evaluation of VMware software?
VMware does not offer technical support for evaluations.
 
If you need help with your vSphere evaluation, contact your sales representative. If you are evaluating for your company or academic institution, contact the Sales team by completing the form available in the following link  :
http://www.vmware.com/contact/contact_sales.html
 
VMware does offer self-help for evaluation users in the Featured VMware Documentation Sets, VMware Knowledge Base, and the VMware Communities.
 
What is the support period and end of life for VMware's products?
For information on VMware's policy, see General Support Life Cycle Policies & VMware Support Policies

My support is listed as expired. What can I do?
For information on requesting a support contract renewal quote, see Requesting a Support contract renewal quote in My VMware (2006982).
 
For more information about support and renewals, see Support contract and renewals for VMware Products FAQ (2005844).

Desktop products, such as Fusion and Workstation, come with complimentary email support. Telephone support is available by purchasing Pay Per Incident Support. Your Workstation license entitles you to 30 days of complimentary email support after product registration. VMware offers complimentary Workstation support for the first 30 days after the date of shipment. If this time period has lapsed and you need additional support, you can purchase Pay Per Incident Support. For more information, see Purchasing and filing Pay Per Incident support for VMware products (2014035).

Fusion 4.x complimentary email support is provided free of charge for 18 months from the date of product registration and automatically expires at the end of the period or the product's End of Life, whichever comes first. For more information, see the Support Lifecycle Policy.
 
I have a current support and subscription contract for my licenses. How do I get my VMware upgrade licenses?
The new serial numbers are typically sent out the day VMware releases the version. If you are a license administrator and have not received your upgrade serial numbers yet, contact VMware Support. For more information, see Filing a Support Request in My VMware (2006985).

Refund

What is the VMware Store return policy?
VMware provides a free 30-day evaluation license to all VMware software products. We encourage you to evaluate our products before purchasing to ensure that our products are suitable for your needs.

Because you can evaluate a product before purchasing, VMware does not accept returns for non-defective software and related disks and manuals. You can exchange defective software and related disks and manuals for non-defective versions of the same product within 30 days from the date of purchase.

If you are exchanging defective product that was electronically downloaded, contact VMware Support and request a software destruction agreement (SDA) and further instructions. You will need to sign and mail or fax the SDA to VMware to receive the replacement product. VMware will process the exchange and ship the new product within 3 business days of the receipt of the completed and signed SDA.
 
If you are returning a defective boxed product, contact VMware Support and request for a return authorization number (RMA) and further instructions. The defective product must be returned to VMware within 30 days of the shipping date of your original order to receive replacement product. VMware will process your exchange and ship the new product within 3 business days of the receipt of the defective product. VMware will pay for the return postage and the cost to ship the replacement product. VMware cannot accept exchanged product shipped via C.O.D.
 
When contacting VMware Support, provide this information:
  • Original order number
  • The name of the VMware product you are returning
  • Your name and email address
Note: This return policy only applies to purchases made directly from VMware.
 
For information on contacting VMware Support, see   Filing a Support Request in My VMware (2006985)
.

Education

How do I get assistance for VMware Education services registration?
If you require assistance with registration or if you experience difficulties registering online, see Contacting the VMware Education department (1033583).

Evaluation

How can I get an evaluation copy of VMware product software?

VMware offers full working versions of VMware product software, free of charge, for up to 30 days. For more information, see Evaluating a VMware product (2017286) and Evaluating VMware products FAQ (2014104).

Can I extend the trial period of my evaluation license?
contact the Sales team by completing the form available in the following link:
http://www.vmware.com/contact/contact_sales.html

Can I get an evaluation CD sent to me?
Evaluation CD media is not available at this time. VMware evaluation packages are available for electronic download only from the Product Evaluation Center.

OEM

If I purchase licenses from an OEM (such as Dell, HP, IBM), can I contact VMware for technical support?
Licenses purchased from an OEM do not include technical support from VMware. You can contact your OEM to get technical support. However, you can contact VMware for any licensing issues. For related information, see VMware Partner Activation Codes (PAC) explained (2014281) and Original Equipment Manufacturer (OEM) Partner Activation Code (PAC) portal (2011587).

Sales and Redistribution

How can I purchase VMware product software?
Information on how to purchase our different products is available from the Online Store.

Can I purchase Datacenter Products Online?
Only Desktop Products can be purchased Online. To purchase Datacenter Products, contact a reseller in your region.

Do you accept purchase orders?
Yes. We do accept purchase orders for customers who already have a credit account. You can fax your purchase order to VMware Sales at 650-475-5001. Ensure that you include:
  • End user's name and email address
  • Billing and shipping address
  • The quantity and type of license(s) wanted
  • Your distribution preference (electronic or shipped)

Can I redistribute VMware Player?

Yes, but you require permission. If you are interested in redistributing VMware Player, apply here.

Where can I read your End User Licensing Agreement (EULA) for all of VMware's products?
For VMware Datacenter products license agreements, VMware Desktop products license agreements, and other VMware Policies and Notices, see VMware End User License Agreements.

Request a Product Feature

To request a new product feature or to provide feedback on a VMware product, please visit the Request a Product Feature page.

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