Don't worry you are not alone in this. I'm sure if any don't want to acknowledge this. But first level support is at its worst now a days! They are very much focused on P1 tickets. For initial support we have to follow up with them like they pay money for our support. I'm a consultant and had to follow up with VMware for multiple customers/cases. Also engineers who are being assigned don't have sufficient knowledge and would just want to keep the ball rolling. But this wasn't the case few years ago. Anyway I have escalated this to partner alliance multiple times. Even some customer would like to consider Hyper-v just because they are done with VMware support. I found EMC/Cisco having excellent support compared to VMware/Microsoft.
Hope VMware takes this seriously and take some corrective measures.
Hoping for better tomorrow!
Best Regards,
Hari Narayanan.