RE: How to deal with the giant Oracle

From: Mohan, Ross <MohanR_at_STARS-SMI.com>
Date: Thu, 16 Nov 2000 16:20:04 -0500
Message-Id: <10682.122313@fatcity.com>

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Ever since they lost Ray Lane, the
poorness of support ( already below
average ) has been accelerating downward.

I am looking forward to the conference ( probably would have to be an ECO ) where someone presents a talk on how to actually get SUPPORT out of Oracle.

There are a million stories in the Naked City.....

-----Original Message-----
From: Wang, Linda [mailto:lwang_at_messagemedia.com] Sent: Thursday, November 16, 2000 3:42 PM To: Multiple recipients of list ORACLE-L Subject: How to deal with the giant Oracle

There have been several experiences that it is very difficult to have the giant Oracle corporation pay attention to the small company's DBAs.

Oracle case 1:
Recently, Oracle has changed the Technical support service policy to let only non-technical personnel pick up the phones. After I chose the system is down option, someone picked up the phone shortly. She asked "Is your production down?" I said " No, but my standby is down." She said " I am technical. What is standby?" Oracle is claiming that this change is for improving services purpose. The manager told me that the customers could not require the severity of the case. I ask "How can a person saying I am not technical, what is standby be able to decide my case's severity?" He did answer.

Your Suggestions?

Oracle case 2:
The owner of my tar did not really read my questions. He put " We understand that you have had some difficulty in understanding this area of DBA activity, and this has been escalated within Oracle Support Management. I suggest some introductory training for you from Oracle University http://education.oracle.com/" and other copy paste junks in the tar. Then, the tar was hard closed. I have complained to his duty manager, customer services, the license representative. I got no help and no response from the sales.

My solutions:
Create another tar using different words in the subject field. Then, I got another analyst. This one was solved within 2 hours.

Your suggestions?

Thirty party tool case 1:
They not only have the non technical personnel picked up the phone. They also use non-Oracle personnel to be the first level support Oracle related tool. It usually takes days to get to someone who knows Oracle. They did not care my complain.

My solution:
When a manager in another company asked for his DBA's opinion for that tool. I send e-mail of my terrible experiences with that tool with the comments from people in this group. The 100+ hospitals which the company serviced were actually persuaded to buy to another tool.

The giant Oracle is probably not care to lose little revenue here and there.

Your suggestions ?

Thanks.
Linda
Sr. Oracle DBA (OCP)
--

Please see the official ORACLE-L FAQ: http://www.orafaq.com
--

Author: Wang, Linda
INET: lwang_at_messagemedia.com

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<TITLE>RE: How to deal with the giant Oracle</TITLE>
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<P><FONT SIZE=3D2>Ever since they lost Ray Lane, the</FONT>
<BR><FONT SIZE=3D2>poorness of support ( already below</FONT>

average ) has been accelerating downward.

I am looking forward to the conference ( = probably
 would have to be an ECO ) where someone = presents

<BR><FONT SIZE=3D2>a talk on how to actually get SUPPORT out of</FONT>
<BR><FONT SIZE=3D2>Oracle. </FONT>
</P>

There are a million stories in the Naked = City.....

-----Original Message----- From: Wang, Linda [<A = HREF=3D"mailto:lwang_at_messagemedia.com">mailto:lwang_at_messagemedia.com</A>= ]

<BR><FONT SIZE=3D2>Sent: Thursday, November 16, 2000 3:42 PM</FONT>
<BR><FONT SIZE=3D2>To: Multiple recipients of list ORACLE-L</FONT>
<BR><FONT SIZE=3D2>Subject: How to deal with the giant Oracle</FONT>
</P>
<BR>

There have been several experiences that it is very = difficult to have
 the giant Oracle corporation pay attention to the = small company's DBAs.

Oracle case 1:
 Recently, Oracle has changed the Technical support = service policy to
 let only non-technical personnel pick up the phones. = After I chose the
 system is down option, someone picked up the phone = shortly. She asked
 "Is your production down?" I said " = No, but my standby is down." She said " I am technical. What is standby?" Oracle = is claiming that this change 
 is for improving services purpose. The manager told = me that the customers
 could not require the severity of the case. I ask = "How can a person saying
 I am not technical, what is standby be able to = decide my case's severity?"
 He did answer.

Your Suggestions?

Oracle case 2:
 The owner of my tar did not really read my = questions. He put " We 
 understand that you have had some difficulty in = understanding this area 
 of DBA activity, and this has been escalated within = Oracle Support 
 Management. I suggest some introductory training for = you from Oracle 
 University <A HREF=3D"http://education.oracle.com/" = TARGET=3D"_blank">http://education.oracle.com/</A>" and other copy = paste junks in 
 the tar. Then, the tar was hard closed. I have = complained to his duty 
 manager, customer services, the license = representative. I got no help 
 and no response from the sales.

My solutions:
 Create another tar using different words in the = subject field. Then, I
 got another analyst. This one was solved within 2 = hours.

Your suggestions?

Thirty party tool case 1: They not only have the non technical personnel = picked up the phone. They 
 also use non-Oracle personnel to be the first level = support Oracle related
 tool. It usually takes days to get to someone who = knows Oracle. They did
 not care my complain.

My solution:
 When a manager in another company asked for his = DBA's opinion for that
 tool. I send e-mail of my terrible experiences with = that tool with the
 comments from people in this group. The 100+ = hospitals which the company 
 serviced were actually persuaded to buy to another = tool.

The giant Oracle is probably not care to lose little = revenue here and there.

Your suggestions ?

<P><FONT SIZE=3D2>Thanks.</FONT>
<BR><FONT SIZE=3D2>Linda </FONT>
<BR><FONT SIZE=3D2>Sr. Oracle DBA (OCP)</FONT>
<BR><FONT SIZE=3D2>-- </FONT>
<BR><FONT SIZE=3D2>Please see the official ORACLE-L FAQ: <A =

HREF=3D"http://www.orafaq.com" =
TARGET=3D"_blank">http://www.orafaq.com</A>

<BR><FONT SIZE=3D2>-- </FONT>
<BR><FONT SIZE=3D2>Author: Wang, Linda</FONT>
<BR><FONT SIZE=3D2>&nbsp; INET: lwang_at_messagemedia.com</FONT>
</P>

Fat City Network Services    -- (858) = 538-5051  FAX: (858) 538-5051 San Diego, =
California        -- Public Internet = access / Mailing Lists
 <FONT =

SIZE=3D2>---------------------------------------------------------------=

-----
 To REMOVE yourself from this mailing list, send an = E-Mail message
 to: ListGuru_at_fatcity.com (note EXACT spelling of = 'ListGuru') and in
 the message BODY, include a line containing: UNSUB = ORACLE-L
 (or the name of mailing list you want to be removed = Received on Thu Nov 16 2000 - 15:20:04 CST