Oracle-L: RE: Oracle Gold Support

From: JoJo Al-Zawawi <jojo_at_jojo-zawawi.com>
Date: Mon, 18 Mar 2002 15:34:38 -0800
Message-ID: <F001.0042C938.20020318153438@fatcity.com>

At the time, I was brand-spankin' new to Oracle, and didn't even know technet existed. I was looking at the "product info" pages where you purchase products (which usually at least show system requirements when you click on the "more info" button type of thing). Since I couldn't find the data there, I called Sales, who could not help me... they assured me that they were sure my system was up to snuff (with 192 megs RAM). When I tried to install, it bombed repeatedly and had to be manually uninstalled each time. I couldn't get any help whatsoever at all unless I purchased service, at which time they told me simply that I needed more memory (256 megs). Even buying service was a pain in the behind -- apparently it's a new thing that you can buy service after buying the license, and the service sales dept didn't know about this. Don't forget that they also entered 2 separate invoices for the license and charged my credit card twice (at several hundred bucks a pop). That was a whole other story, getting that fixed up. With 40,000 employees, I found that dealing with Oracle was like dealing with a small country.

--JoJo

-----Original Message-----

Robert
Sent: Monday, March 18, 2002 2:29 PM
To: Multiple recipients of list ORACLE-L

I don't understand this.... the product (the RDBMS) can be downloaded for FREE from oracle.com.....the doc's are free to look at at technet.oracle.com, including specific platform install guides which contain product requirements (as seen here)

http://otn.oracle.com/docs/products/oracle9i/doc_library/90111install/reqs.h tm#1195223

All the requirements are freely available. While I think it was terrible that your sales folks didn't know what these requirements were, I think it is inaccurate to say that you were made to purchase anything. All the info is freely available... in fact a google search for "Oracle9i Memory requirements" found me plenty of information. I think you bear some responsibility in this as well.

Robert G. Freeman - Oracle8i OCP
Oracle DBA Technical Lead
CSX Midtier Database Administration

The Cigarette Smoking Man: Anyone who can appease a man's conscience can take his freedom away from him.

-----Original Message-----

Sent: Monday, March 18, 2002 4:33 PM
To: Multiple recipients of list ORACLE-L

They made me purchase customer support before they would even tell me the system requirements for 9i (which I had already purchased, including a personal 2-year license). It turns out that I need to buy more memory and can't install the product. That tee'd me off ! I couldn't get a salesperson anywhere to tell me the requirements, and it definitely wasn't on the product info pages on their site.

--JoJo

-----Original Message-----

Robert
Sent: Monday, March 18, 2002 11:43 AM
To: Multiple recipients of list ORACLE-L

Anyone else just slightly irritated with the level of customer support offered for phone callers to Oracle now days? Used to be, that if you were a gold customer as we are, you could almost count on instant first line support. Last week I called and was told that a phone call would result in at least a one hour delay in an analyst call back, whereas an iTar (lie tars I call em) will get me about 30 minute response. The representative was rude and snarly to me at the same time. Is this how Larry wants to save that second billion, crappy customer service?

Robert G. Freeman - Oracle8i OCP
Oracle DBA Technical Lead
CSX Midtier Database Administration

The Cigarette Smoking Man: Anyone who can appease a man's conscience can take his freedom away from him.

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Author: Freeman, Robert
INET: Robert_Freeman_at_csx.com

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Author: JoJo Al-Zawawi
INET: jojo_at_jojo-zawawi.com

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