Re: RE: Do you ask the question: How do I work with Oracle Support....?

From: Andrew Kerber <andrew.kerber_at_gmail.com>
Date: Thu, 7 Apr 2011 13:20:36 -0500
Message-ID: <BANLkTimGdrpzwVaOQx5OvfPhJZkocAfjRw_at_mail.gmail.com>

I am running about 1 good to 5 bad experiences. Currently I have two srs dealing with production crashes, they are not sev 1 only because the systems came back up after the crash, and both have been open for a week or more without even a suggested solution as yet.

On Thu, Apr 7, 2011 at 12:42 PM, Kellyn Pedersen <kjped1313_at_yahoo.com>wrote:

> As I have had extensive time with MOS, as of late, I'll chime in here....
> I appreciate support, but I tire of how often I'm repeatedly uploading the
> same files or uploading a full directory to MOS, as they simply don't know
> what's wrong and seem to be wasting my time or attempting to keep the SR in
> my queue.
> If they simply don't know, fine, don't waste my time. I have a lot more
> important things to do than upload tar files all day.. :)
>
> Kellyn
>
>
> Sent from Yahoo! Mail on Android
>
> ------------------------------
> * From: * Wolfgang Breitling <breitliw_at_centrexcc.com>;
> * To: * 'robertgfreeman_at_yahoo.com' <robertgfreeman_at_yahoo.com>;
> * Cc: * <mdinh_at_XIFIN.Com>; Oracle-L_at_freelists.org <Oracle-L_at_freelists.org>;
>
> * Subject: * RE: Do you ask the question: How do I work with Oracle
> Support....?
> * Sent: * Thu, Apr 7, 2011 1:56:29 AM
>
> I would second that opinion - although my recent Support experiences
> don't seem to have reached 10 so I am still waiting for the 1.
> I've largely given up on Oracle support, especially after a support analyst
> ( supposedly one of their "top guns" ) wrote this in an SR after reviewing a
> 10046 trace I sent ( emphasis mine ):
>
> <quote>
> In the TKPROF output which looks at Query Parse, Fetch, and Execute times:
> *CPU is the "Expected Oracle clocked time to perform this step of the
> query*"
> Elapsed on the other hand is the "actual time it took to perform the
> Execution" of the query
> Under most circumstances we would expect the CPU and Elapsed time to
> maintain close to a 1:1 ratio
> This means Oracle expects the Clock time to be XXX seconds and the Elapsed
> time ends up being ~ XXX seconds
> </quote>
>
> At least after challenged on this statement about cpu time in the 10046
> trace he corrected his stand.
>
> I tend to let others deal with Oracle support. Life is too short for that
> kind of aggravation.
>
> At 15:59 4/6/2011, Michael Dinh wrote:
>
> I get a great experience less than 10% of the time.
>
> I have SR opened from 3+ months ago where analyst is clueless.
>
> Provided test case and example as well.
>
> Attempted to escalate and still have gone nowhere.
>
>
> Regards
>
> Wolfgang Breitling
> Centrex Consulting Corporation
> http://www.centrexcc.com
>
>

-- 
Andrew W. Kerber

'If at first you dont succeed, dont take up skydiving.'

--
http://www.freelists.org/webpage/oracle-l

Received on Thu Apr 07 2011 - 13:20:36 CDT