There are dozens of reasons why people may need to call VMware to get support with their cloud support software. The company works with businesses, individuals and government clients, so you would think that the demand for technical support would be quite large. You also would think that you should be able to get ahold of a customer service representative at any time, but that is apparently not the case. 

When I called this number, I was first thanked for calling VMware. Next was the first directory of options. A recorded voice told me that for assistance with log-in or filing support requests press 1, for sales press 2, for contract renewal press 3, for technical support press 4, for education and professional services press 5, procure to pay press 6, account receivables press 7, and for a receptionist press 9. The list was read quite fast so I had to press zero for the list to repeat a second time to select the best option. 

Since my question was about potentially purchasing this cloud computing software for my company, I decided it would be best to talk to a receptionist who could direct me to the right office. I had questions about the security of the platform and integration with our current propriety software. 

After pressing nine to talk to a receptionist, I was told that if I was calling or US employee verification press 1, and that all other inquiries should stay on the line. I simply stayed on the line, and soon, pleasant hold music started to play. After about a minute, I was sent directly to a voicemail box that told me to leave a message. It was odd because it didn't even say someone would call me back; it was a typical voicemail box. 

This was a bit off-putting to me since I was not even talking to a specific department, so I decided to call again and, this time, selected the sales department. I was hopeful to talk to someone who could answer my questions since I was a potential customer. 

After pressing sales, I was told that all US and Canadian government employees should press 1, and all other customers stay on the line. After a minute, it told me all sales inquiries must be placed online on their website. I was told to go online, place a sales inquiry, and a member of the sales team will contact me. This was a bit off-putting; you would think they would be more proactive with potential customers to convert them into sales. I'm not sure now if I want to work with a company that doesn't have proper support options.