Re: More Support woes!
Date: Tue, 26 Nov 2013 08:54:07 -0700
Message-ID: <5294C41F.90509_at_evdbt.com>
>> Don't update your Service Request to initiate escalation. This is not recommended.
>> Oracle doesn't have a batch job running to look for key words in SRs.
Nobody expects Oracle to have a batch job looking for keywords; can't we expect the analyst assigned to the SR to respond to a request to escalation when requested?
But since it has been mentioned, there is a button on the SR screen for "Lower severity", which presumably changes a column value somewhere in the data model which flags a batch program or something. Why can't there be a button for "Increase severity" or "Change severity", which would presumably do the same thing. Why is it recommended to waste time on the phone and use an unaccountable manual process?
I *despise* lame excuses.
>> Don't call your sales team, account team, or anyone else in your
Rolodex of Oracle
>> business cards. They can't solve your technical problem. You might
as well try calling
>> your parents. There's no backdoor to this process.
Oh yes there most certainly *is* a "back door"! The sales team has to believe that an active pending deal is threatened, but they *regularly* intervene and escalate SRs, with very satisfying results. However, if you're just frustrated and don't have anything pending with the Oracle sales or account team, then yes they'll listen to you complain and it ends there.
On 11/26/2013 8:08 AM, rajendra.pande_at_ubs.com wrote:
>
> Passing on something that I came across a few weeks back
>
> https://blogs.oracle.com/Support/entry/support_escalation_processagai
>
> Read below J
>
> *Here's what _NOT_ to do:*
>
> * Don't choose the option for existing Service Request and then
> choose to speak to your support engineer. You will most likely go
> to voicemail because they are multitasking.
> * Don't call the 800# and request a Severity 1 or Severity increase.
> Severity 1 and Escalations
> <http://blogs.oracle.com/Support/entry/escalations_vs_severity_increa_1>
> are totally different.
> * Don't update your Service Request to initiate escalation. This is
> not recommended. Oracle doesn't have a batch job running to look
> for key words in SRs. Call us! Then, update your Service Request
> for your own documentation purposes.
> * Don't call your sales team, account team, or anyone else in your
> Rolodex of Oracle business cards. They can't solve your technical
> problem. You might as well try calling your parents. There's no
> backdoor to this process.
> * Don't request your support engineer to jump on some bridge call.
> Bridge calls are for managers to keep busy. Keep the technical
> team troubleshooting. The motto for bridge calls is; "/When all is
> done and said, a whole lot more is said than done!"/
>
> - Raj Pande
>
> UBS AG
>
> Platform Services - Operations
>
> Global Service Delivery (GSDM)
>
> 480 Washington Blvd. Jersey City, NJ 07310
>
> TEL# - External - +1 201 318 7597
>
> Internal - 19 436 7597
>
> *From:*oracle-l-bounce_at_freelists.org
> [mailto:oracle-l-bounce_at_freelists.org] *On Behalf Of *Paul Houghton
> *Sent:* Tuesday, November 26, 2013 9:54 AM
> *To:* Niall Litchfield
> *Cc:* howard.latham_at_gmail.com; ORACLE-L
> *Subject:* RE: More Support woes!
>
> Hi Niall
>
> I followed the procedure in the doc ID you refer to. As I say there
> was no obvious option on the menu to deal with an open SR. Here is the
> list (Abbreviated a little)
>
> 1 Software version updates product availability or license information
>
> 2 Purchase new licenses
>
> 3 MOS access and navigation
>
> 4 Support contact inactive CSI
>
> 5 sublicenses (You have to send an email)
>
> 6 Hold if your call does not related to any of the above categories
>
> I held. The menu choices were repeated. I selected option 3 and asked
> that my SR be escalated. The escalation status on my SR is still
> "Never Escalated" This was on Friday.
>
> I note that the call also refers to updating the SR. I have tried this
> in the past (Several years ago) and the call was never escalated, even
> though I complained every time I updated the SR.
>
> I was rather relived when Howard posted, because I thought it was just
> me experiencing deteriorating support from Oracle. Presumably you get
> better support than me. I am interested in what I can do to improve
> the support I get.
>
> Cheers
>
> PaulH
>
-- http://www.freelists.org/webpage/oracle-lReceived on Tue Nov 26 2013 - 16:54:07 CET