Re: Oracle Support Getting Worse?
From: David Lord <dlordster_at_gmail.com>
Date: Tue, 12 Mar 2019 16:35:17 +0000
Message-ID: <CA+K7gCM5sDe3K=1F+8X-EZiWLAJLJ3YfjFLHEWmDs=2VgeksMA_at_mail.gmail.com>
Date: Tue, 12 Mar 2019 16:35:17 +0000
Message-ID: <CA+K7gCM5sDe3K=1F+8X-EZiWLAJLJ3YfjFLHEWmDs=2VgeksMA_at_mail.gmail.com>
-- David Lord On Tue, 12 Mar 2019 at 16:23, Jeff Chirco <backseatdba_at_gmail.com> wrote:Received on Tue Mar 12 2019 - 17:35:17 CET
> I agree mostly a hit and miss but a lot of times a miss. I have found that
> the Enterprise Manager team and Golden Gate team have MUCH better
> responses. The database team however is usually bad. Often they will first
> respond with some dumb questions that I have already answered in the
> description of my problem. They will often do this for the first couple
> days. I recently had an SR open Serv2 that went over a month with no
> response. I called three times to get escalated and have the manager call
> me back, no one ever did. Got my account manager involved and was still
> getting ignored. So frustrating.
>
> On Tue, Mar 12, 2019 at 8:53 AM Justin Mungal <justin_at_n0de.ws> wrote:
>
>> Well, from my experience working with Oracle Support has always been
>> pretty hit and miss. Some SRs get resolved pretty quickly, while others sit
>> idle for days and don't get escalated when I call in and request an
>> escalation. I would have gotten canned quite a while ago if that is how I
>> treated my customers.
>>
>> On Sun, Mar 10, 2019 at 12:05 PM Andrew Kerber <andrew.kerber_at_gmail.com>
>> wrote:
>>
>>> I believe Oracle support is going seriously down hill.
>>> We opened a case (ODA patching) yesterday around 1130. Sev 1,
>>> production node down.
>>>
>>> After 3.5 hours, no response, we called and escalated. They transferred
>>> it to someone else, and he asked for more information.
>>>
>>> Their first suggestion of something to try was this AM at 403. About 15
>>> hours after we opened the SR.
>>>
>>> I am thinking asking for a refund of our oracle support payments would
>>> be appropriate.
>>> --
>>> Andrew W. Kerber
>>>
>>> 'If at first you dont succeed, dont take up skydiving.'
>>>
>>
-- -- David -- http://www.freelists.org/webpage/oracle-l