Oracle-L: RE: Oracle Gold Support/ iTARs

From: Kimberly Smith <ksmith2_at_myfirstlink.net>
Date: Tue, 19 Mar 2002 05:58:26 -0800
Message-ID: <F001.0042CF05.20020319055826@fatcity.com>

I have yet to log an iTar and not have an Analyst phone me. Much to my annoyance actually. My first form of contact is e-mail. However, they have this ability to determine when I step away from my desk and then phone....

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

hemantchitale_at_charteredsemi.com
Sent: Tuesday, March 19, 2002 2:28 AM
To: Multiple recipients of list ORACLE-L

On advantage with the iTAR is that you CAN precisely define your problem -- you
write in the 15 line problem description yourself not some Analyst who writes a curt
single line description. You can then keep following up with additonal details and
questions which certainly get logged as you type them in.

A disavantage is that you can't be sure which Analyst is handling your call. With
telephonic support you would get to know the Analysts at your local support centre
over a period of time -- now they are "virtual" analysts.

Hemant K Chitale
Principal DBA
Chartered Semiconductor Manufacturing Ltd

"Kimberly Smith" <ksmith2_at_MYFIRSTLINK.NET> 19/03/2002 10:23 AM Sent by: root_at_fatcity.com

Please respond to ORACLE-L

             To: Multiple recipients of list ORACLE-L <ORACLE-L_at_fatcity.com>
             cc: (bcc: CHITALE Hemant Krishnarao/IT/CHRT/ST Group)
             Subject: RE: Oracle Gold Support

Report the rude dude. However, I have gotten really good response from using Metalink (also Gold support) for level 1 tars. The good thing is, since you are putting it in it gets in correctly.

I actually think Oracle has greatly improved their support. Are they perfect? No, but I do believe they are working on it. Complaining to us though will get you no where (other then venting:-) Complain to those who can do something about it even if you think they won't. They may just surprise you someday.

-----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: Kimberly Smith
INET: ksmith2_at_myfirstlink.net

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Author: Kimberly Smith
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