Posted by Switched2Parallels
Had an issue where I purchased Fusion 10, then their own platform wouldn't allow me to download it with a "profile review." I had a deadline to meet, it was late at night, and only had a few hours. Fusion was the best tool for the job. I ended up using VirtualBox to get what I needed done (since I didn't want to dish about another $100 for Parallels), and emailed them asking for a refund.
So, instead of processing a refund (since I couldn't even download the DMG, including the demo), they went ahead and processed my account. 12 hours later I got the program I paid for... but, by that time, it was too late.
A couple weeks later, I upgraded my Mac to 10.13. I had kept it on 10.12 for an extended time due to compatibility issues with some programs. After literally everything else on my computer was working flawlessly, VMWare refused to run any of my VMs. After doing research on the issue (which has forum messages dating back to 2007 with the same errors), following VMWare's own tips for resolving the issue (which I had to load up in Google Cache because their own page 404'd), and following the recommendations of other users with the same issues (including digging into the Terminal and adjusting kexts and permissions), Fusion continued to start, but not launch any VMs.
So I emailed support again. Their response? Uninstall every program on your computer that isn't from Apple. Seriously? VMWare, a company tailored to corporate IT teams, wants someone to remove all non-Apple software from their computer? I'm sorry, but I'm not going to do that. So, instead of spending several days rebuilding development environments and reinstalling everything from scratch (not to mention the time and money lost by doing so), I picked up a trial of Parallels. Guess what? It runs better than Fusion ever did. It's easier to use. It offers more features. And I was literally up and going within 5 minutes of downloading the trial. And I can get back to doing what I need to do for my job.
I responded to another vague email from their support team (who has called me three times despite me saying "I am not available to take phone calls, please do not call me"), and was told "your ticket was passed off to this other person, please email them." So even their customer support software cannot even push an email to the right place.
Oh, and by the way, all the support people I've talked to (which is about 6 or 7 at this point) have all had "India" in their signature. Not that there's anything wrong with India, but VMWare is obviously outsourcing their support. So if you want to actually talk to someone that works on the software, or near the people who do, you're out of luck.
And, at the end of the day, I paid for Fusion, and it still will not work on my machine. I've wasted enough time dealing with this company and I refuse to continue. Stick with a company that actually cares about their customers, not corporations, and pick up Parallels instead of Fusion.