RE: Metalink forums - effects of the outsourcing
- From: "Murching, Bob" <bob_murching@xxxxxxxxx>
- To: "'paulvallee@xxxxxxxxx'" <paulvallee@xxxxxxxxx>, "'Ron.Reidy@xxxxxxxxxxxxxxxxxx'" <Ron.Reidy@xxxxxxxxxxxxxxxxxx>
- Date: Wed, 22 Jun 2005 16:20:14 -0400
We have found that the quality of support we receive from TARs is directly
proportional to the number of times we mention SQL Server. And if you
mention Sharepoint to a support analyst working on a Portal issue, they'll
really turn it up a notch.
Bob Murching
Manager, Oracle Technologies
Budco, The Dialogue Company
-----Original Message-----
From: Paul Vallee [mailto:paulvallee@xxxxxxxxx]
Sent: Wednesday, June 22, 2005 4:07 PM
To: Ron.Reidy@xxxxxxxxxxxxxxxxxx
Cc: jkstill@xxxxxxxxx; mgogala@xxxxxxxxxxxxxxxxxxxx; Oracle-L (E-mail)
Subject: Re: Metalink forums - effects of the outsourcing
Now we are yearning for the heyday of Metalink!? :-)
Man it used to be we could call a toll free number and have a competent
human being on the phone within minutes. It was downright awesome, frankly.
The first erosion was you started having to go through a phone tree that
only connected you to a human being if you had a downed production database.
If memory serves, this was true right up to the launch of Metalink V2 in the
Summer of 1999 and possibly even later.
Then the general level of competence went down because they hired
"researchers" as the front line, who would essentially be low-paid workers
who would screen "easy" TARS and attempt to answer them before routing TARS
to the real support team.
This is the path of progress I suppose?
Paul
--
Paul Vallee
President, The Pythian Group, Inc.
http://www.pythian.com
On 6/22/05, Reidy, Ron <Ron.Reidy@xxxxxxxxxxxxxxxxxx> wrote:
>
> I concur with Jared. A response to a recent TAR was "... reinstall
> the
> (Oracle) software" (LOL big time!).
>
> But seriously folks, keep sending those big $$$ for support.
>
>
> -----------------
> Ron Reidy
> Lead DBA
> Array BioPharma, Inc.
>
> -----Original Message-----
> From: oracle-l-bounce@xxxxxxxxxxxxx
> [mailto:oracle-l-bounce@xxxxxxxxxxxxx]On
> Behalf Of Jared Still
> Sent: Wednesday, June 22, 2005 1:35 PM
> To: mgogala@xxxxxxxxxxxxxxxxxxxx
> Cc: Oracle-L (E-mail)
> Subject: Re: Metalink forums - effects of the outsourcing
>
>
>
> On 6/22/05, Mladen Gogala <mgogala@xxxxxxxxxxxxxxxxxxxx> wrote:
> > Did anybody manage to have a question answered in a meaningful way
> > by an Oracle person lately?
> >
>
> The last 2 times that I have found it necessary to open a TAR, the
> questions were answered by my own experimenation and participation in this
list.
>
> When the problems were resolved, the Oracle personnel assigned to that
> TAR did not appear particularly interested in the solution, but did
> close the TAR immediately.
>
>
> --
> Jared Still
> Certifiable Oracle DBA and Part Time Perl Evangelist
>
>
>
>
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