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

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
--
http://www.freelists.org/webpage/oracle-l


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