RE: Do you ask the question: How do I work with Oracle Support....?
- From: <Joel.Patterson@xxxxxxxxxxx>
- To: <dbvision@xxxxxxxxxxxx>, <oracle-l@xxxxxxxxxxxxx>
- Date: Wed, 13 Apr 2011 13:21:07 -0400
Interesting co-incidence. One of the better, even best, responses I got here
in the US was from an Australian Analyst.
Hmmm... Your comment just made me remember.
Joel Patterson
Database Administrator
904 727-2546
-----Original Message-----
From: oracle-l-bounce@xxxxxxxxxxxxx [mailto:oracle-l-bounce@xxxxxxxxxxxxx] On
Behalf Of Nuno Souto
Sent: Wednesday, April 13, 2011 3:27 AM
To: oracle-l@xxxxxxxxxxxxx
Subject: 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
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