WTF VMware Support

So one of my mates submitted a couple of tickets to VMware support and this is the description their local Indian support was able to muster: ticket one: "The problem we are facing we have production serves in v cloud pools there are mange by v shield educate wires .we rare unable to read the redeploy" ticket two: "with v cloud director we have rebuild a host so in v cloud director it does not show any host under the resources. i also i cant migrated the VM" After tier two had a chance to review the tickets, they just ended up calling us again because they had NO IDEA wtf was going on. WTF VMware?