Oracle-L: RE: Oracle Gold Support

From: Karniotis, Stephen <Stephen_Karniotis_at_compuware.com>
Date: Mon, 18 Mar 2002 18:28:30 -0800
Message-ID: <F001.0042CB5C.20020318182830@fatcity.com>

I'll age myself. I remember when Gold support provided an "on-site" sales support person to assist you with problems. I had this with Ford. Now, I receive rude people telling me to file Idiot TARs before they will talk to me. So, I filed the I-TAR and called them back immediately. They claimed that their system was down and didn't have the TAR available. They wanted me to file it again. Talk about ridiculous.

Oracle needs to remember that we "ARE" their customers. We are the ones that buy their software, not their competition. If they want their revenue numbers to improve, they had better change.

Thank You

Stephen P. Karniotis
Technical Alliance Manager
Compuware Corporation

Direct:	(248) 865-4350
Mobile:	(248) 408-2918
Email:	Stephen.Karniotis_at_Compuware.com
Web:	www.compuware.com

 -----Original Message-----
Sent:	Monday, March 18, 2002 5:29 PM
To:	Multiple recipients of list ORACLE-L
Subject:	RE: Oracle Gold Support

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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Author: Karniotis, Stephen
INET: Stephen_Karniotis_at_compuware.com

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