Re: Oracle support is sub-optimal

gym dot scuba dot kennedy at gmail wrote:
> I used to be a big fan of Oracle support. When I had some very sticky
> situations they came through. Now they have so segmented it that your
> Severity 1 SR is passed around non-stop. Actually, it is with a lot of
> stops. Each time they pass it around it takes at least 30 minutes for the
> next engineer to ask you yet again for the log files you already uploaded.
> If that engineer goes home then the SR languishes for over an hour in some
> queue. (until you call up and bitch) It shouldn't take over 12 hours for a
> Sev 1 SR to be resolved. Most of the time has been spent waiting for the
> next engineer to read the notes and ask for more or more recent logs. (for a
> down system, they don't change much)
>
> Then if it is a "different issue" they open yet another SR. I suspect that
> technique is to make their call resolution look good. (it is a different sr
> at that point) They are shooting themselves in the foot. Our company was
> purchased by another company with no Oracle experience and this will lead
> upper management to believe the Oracle prodcuts are "sub-optimal".
>
> Jim

Please email David Warhoe: david.warhoe_at_oracle.com about this matter.

-- 
Daniel A. Morgan
Oracle Ace Director & Instructor
University of Washington
damorgan_at_x.washington.edu (replace x with u to respond)
Puget Sound Oracle Users Group
www.psoug.org