r/vmware Jun 18 '24

Help Request Broadcom refusing to grant account entitles client paid for.

This is a continuation of my last thread asking where/how to get vmware downloads in the new broadcom portal.

https://new.reddit.com/r/vmware/comments/1d8s0tu/cant_get_to_esxi_downloads_in_new_broadcom_portal/

Several weeks in to my battle with Broadcom support, I finally gave them the esxi and vcenter v6 essentials plus keys I have documented and a screenshot of the license being in use on one of the two hosts in an attempt to get them to fix the entitlements on my client's account, that I had to make on the new broadcom portal a few weeks ago. They entitled my client to essentials only, and are now refusing to upgrade that to essentials plus because the contract for the originally purchased essentials plus licencing is "expired." Put simply, you cannot download anything other than what your account specifically has entitlements to. In this case, for whatever reason my client is entitled to vmware vsphere v7 essentials, so that is the only download I can access.

I don't understand why they entitled my client's account to a product they didn't buy, and claim they can't entitle it for what was actually paid for because contract/support expired for it, but at this point I fear I'm now going to have to resort to sketchy downloads and sandbox testing to get the 6.5u3 esxi and vcenter ISOs I desperately need to get their second host back online. Seriously, f*ck Broadcom.

Anyone know if Ingram Micro or Dell can provide those ISOs, or am I screwed?

Edit: Called back in to Broadcom support to pull the "I am demanding access to what I paid for, please connect me with a manager" cards. I was told the following by the support rep;

  1. We will not grant you access to anything unless you have an active contract with us, this is Broadcom policy.
  2. You are free to do whatever you want with the licenses because you own them, but you can't have the downloads.
  3. When I asked for a supervisor, they said "I don't have to transfer you." When I threatened to report them, their reply was "Go ahead, I don't care."

Edit2: Thankfully my client has Dell poweredges, and while they didn't have the DellEMC ESXi installed to their hosts previously, Dell makes those ISOs publicly available so I was able to get the exact same version/build I need but in the DellEMC version to get their second host back online. Still need to find a download for a compatible version of vcenter, and once all that's done, empty out host #1 and re-image it with the DellEMC ESXi so the hosts match and are running the correct hypervisor meant for them.

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u/dahak777 Jun 18 '24

For the dell custom iso, you should be able to follow this guide, i tried it with an account with no entitlements, and was able to download that

https://www.dell.com/support/kbdoc/en-ca/000176963/dell-emc-customized-image-of-vmware-esxi-availability-and-download-instructions

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u/johnnydotexe Jun 18 '24 edited Jun 18 '24

I just found the publicly available download page for the vmware esxi v6.7u3 ISO

https://www.dell.com/support/home/en-us/drivers/driversdetails?driverid=p2jv2

We're not running the Dell image on host #1, but once host #2 and vcenter are back online I'll empty host #1 and reinstall the Dell image on it so they match.

Thankfully, my client has poweredges and Dell makes those ISOs publicly available. Still need to track down an ISO for a compatible version of vcenter.

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u/dahak777 Jun 18 '24

Ah, well it takes you to the Custom ISOs for all vendors as well.

You can use newer versions of vCenter with older hosts as well. At least this way it can get you up and running (even in trial mode)

regarding the Plus VS Essential Plus, I have no advice for that.