Re: Do you ask the question: How do I work with Oracle Support....?
- From: David Fitzjarrell <oratune@xxxxxxxxx>
- To: ganstadba@xxxxxxxxxxx, oracle-l@xxxxxxxxxxxxx
- Date: Tue, 12 Apr 2011 11:33:51 -0700 (PDT)
It's been my observation that the Oracle Support analysts aren't really
different from us (outside of the access they have to internal documents we
can't see) so the comment that support experiences are a 'crap shoot' is preety
much on-target. You can get an analyst who knows Oracle well or you can get
one
that may not know as much as you do (which is not a slam, just an
observation). I've had great experiences with Oracle support personnel and
I've
had dismal experiences as well.
You pay your money, you take your chances. :D
David Fitzjarrell
________________________________
From: Michael McMullen <ganstadba@xxxxxxxxxxx>
To: oracle-l@xxxxxxxxxxxxx
Sent: Tue, April 12, 2011 10:48:21 AM
Subject: RE: Do you ask the question: How do I work with Oracle Support....?
I’ve always suspected that this was just a way for agents to meet their
targets.
Answer in a certain timeframe but don’t help,
________________________________
Poor experiences: Several of these: spend 1-2 hours carefully documenting a
problem,
and then get a phone call asking to explain what was wrong. I can't tell you
how many
times I have been asked a question that was clearly shown in the uploaded
documentation.
(This is not just an Oracle problem, but an industry problem - seen it
elsewhere
as well)
Jared Still
Certifiable Oracle DBA and Part Time Perl Evangelist
Oracle Blog: http://jkstill.blogspot.com
Home Page: http://jaredstill.com
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