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

Jared Still wrote,on my timestamp of 13/04/2011 2:00 AM:


It's been some time since I have opened an SR.  I avoid it if at all possible.


Same here.  Usually only sev2 and higher.


Great experiences:  An Oracle support person (in Australia) helped me to open a
database
which I had stupidly screwed up.  He was most helpful and very knowledgeable.
I'll second that. Being in Australia myself, I tend to get answered within the local time window. Which means I get someone local. The last 5 calls have all resulted in my marking the person very high in the subsequent "survey". Not just because he/she deserved it, but also because I got a high quality response, helpful, and a timely resolution. Made it all worthwhile. 



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)


Aye...  IBM, Microslop, EMC and so on have all been guilty of this with us.

--
Cheers
Nuno Souto
in sunny Sydney, Australia
dbvision@xxxxxxxxxxxx
--
http://www.freelists.org/webpage/oracle-l

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