Re: NO Oracle Support
- From: Robert Freeman <robertgfreeman@xxxxxxxxx>
- To: howard.latham@xxxxxxxxx, Andrew Kerber <andrew.kerber@xxxxxxxxx>
- Date: Wed, 10 Nov 2010 06:20:00 -0800 (PST)
I guess what I'm saying is that do you wan to stand on principle (Customers
should not have to chase support calls - Which I agree with) or do you wan to
get your problem fixed. If it's the latter, then what my dad used to say
applies, the squeaky wheel gets the grease. I understand you feel that support
should not require grease. The question is what takes more work and costs more
money? Throwing some grease on to the support tracks or rebuilding the
stand-by?
It's up to you which answer is correct.
Robert G. Freeman
Master Principal Consultant, Oracle Corporation, Oracle ACE
Author of various books on RMAN, New Features and this shorter signature line.
Blog: http://robertgfreeman.blogspot.com
________________________________
From: Howard Latham <howard.latham@xxxxxxxxx>
To: Andrew Kerber <andrew.kerber@xxxxxxxxx>
Cc: Robert Freeman <robertgfreeman@xxxxxxxxx>; TESTAJ3@xxxxxxxxxxxxxx; ORACLE-L
<oracle-l@xxxxxxxxxxxxx>
Sent: Wed, November 10, 2010 7:13:03 AM
Subject: Re: NO Oracle Support
We gave up waiting and rebuilt our Standby. Customers should not have to chase
support calls. Or buy the Suppliers Drinks. We wouldn't raise an SR if , to us
it wasn't important and as I already said Paid for. BTW it is still sitting in
My Oracle Support un attended 24 hours now!
On 10 November 2010 14:06, Andrew Kerber <andrew.kerber@xxxxxxxxx> wrote:
I have to agree with the OP, Oracle support is not very good at this point. I
have had to elevate a level 2 SR to get answers to fairly straightforward
questions. As near as I could tell, no one even bothered to look at the SR let
alone answer the question after a week.
>
>
>
>On Wed, Nov 10, 2010 at 7:58 AM, Howard Latham <howard.latham@xxxxxxxxx> wrote:
>
>I am not irritated I am very disappointed that A company I have worked with
>for
>Over 25 Years and recommended on a number of Occasions is now so bad
>at dealing with Support Issues.
>>
>>
>>
>>On 10 November 2010 13:51, Robert Freeman <robertgfreeman@xxxxxxxxx> wrote:
>>
>>>>I really don't see why I should have to socialise with Oracle Staff to get
>>>>anything done !
>>>>
>>>You answered your own question - Because you want to get things done. You
>>>are
>>>dealing with people, bottom line, and some are better, some are worse, some
>>>are
>>>over worked, some are over their head, some are not feeling well, some are
>>>in
>>>the middle of 50 other SR's at the same level yours are. Organizations are
>>>not
>>>perfect, I wish they were. At the end of the day, when we have an urgent
>>>problem, we have to navigate the org, for better or worse, to get a solution
>>>to
>>>your problem. Being focused not upset is probably the emotion that will get
>>>you
>>>the quickest solution.
>>>
>>>
>>>The bottom line, respectfully having been a customer for many years, is that
>>>if
>>>you want to successfully get something done then the appropriate response
>>>to
>>>slow support response is not to get mad at the people you are working with.
>>>Rather, use the system to get the quickest resolution possible. Make it a
>>>SEV1,
>>>change the analyst, duty manage it, call your sales organization,
>>>etc...etc....etc.... focus on the problem, not on being irritated.
>>>
>>>Then, once the problem is solved, contact support and sales and let them
>>>know
>>>about your bad experience and how it's going to impact their bottom line the
>>>next time they come calling for license sales.
>>>
>>>
>>>Please know, I understand your frustration in this case. If you want to send
>>>me
>>>the SR offline, I'll take a look at it and see if I can figure out why it's
>>>getting held up.
>>>
>>>Robert
>>>
>>>
>>>Robert G. Freeman
>>>Master Principal Consultant, Oracle Corporation, Oracle ACE
>>>Author of various books on RMAN, New Features and this shorter signature
line.
>>>Blog: http://robertgfreeman.blogspot.com
>>>
>>>
>>>
>>>
>>>
________________________________
>>>From: Howard Latham <howard.latham@xxxxxxxxx>
>>>To: Robert Freeman <robertgfreeman@xxxxxxxxx>
>>>Cc: TESTAJ3@xxxxxxxxxxxxxx; ORACLE-L <oracle-l@xxxxxxxxxxxxx>
>>>Sent: Wed, November 10, 2010 6:30:35 AM
>>>
>>>Subject: Re: NO Oracle Support
>>>
>>>
>>>We PAY for Oracle Support. EVERY YEAR. This is the first time my SR or Tar
>>>(in
>>>25 years) has just been ignored. I really don't see why I should have to
>>>socialise with Oracle Staff to get anything done !
>>>
>>>
>>>On 10 November 2010 13:24, Robert Freeman <robertgfreeman@xxxxxxxxx> wrote:
>>>
>>>While the Oracle Support machine can be difficult to deal with sometimes, if
>>>you
>>>are getting really bad support there are things you can do. First, ask to
>>>have
>>>your case duty managed. This will accelerate the level of support. If you
>>>are
>>>not happy with your analyst, then ask for a new one.
>>>
>>>>
>>>>If you are still not happy with support, call your sales rep and tell them
>>>>what's going on. They can usually back channel some priority to your case
>>>>to
>>>>support. We do this all the time in my group (granted, some of our
>>>>customers are
>>>>pretty well known!)
>>>>
>>>>Another thing you can do is socialize with Oracle people. This takes time,
>>>>but
>>>>as you meet Oracle people, get their cards, know who they are, who they
>>>>work for
>>>>and be prepared to pull strings left and right The sales organization, in
>>>>particular, can be an effective lever to pull when you are under the gun
>>>>and
>>>>need help ASAP.
>>>>
>>>> Robert G. Freeman
>>>>Master Principal Consultant, Oracle Corporation, Oracle ACE
>>>>Author of various books on RMAN, New Features and this shorter signature
>line.
>>>>Blog: http://robertgfreeman.blogspot.com
>>>>
>>>>
>>>>
>>>>
>>>>
________________________________
From: "TESTAJ3@xxxxxxxxxxxxxx" <TESTAJ3@xxxxxxxxxxxxxx>
>>>>To: howard latham <howard.latham@xxxxxxxxx>; ORACLE-L
><oracle-l@xxxxxxxxxxxxx>
>>>>Sent: Wed, November 10, 2010 4:39:53 AM
>>>>Subject: Re: NO Oracle Support
>>>>
>>>>
>>>>We haveb an open sr for 2 months all we get from them is "we are looking
>>>>into
>>>>it" from a month ago. We have to rebuild a 4 terabyte test db.
>>>>
>>>>The old days of calling support and knowing the call takers and speaking
>>>>dirrectly yo a develope are gone, they have just grown too big and
>>>>impersonal.
>>>>
>>>>I have almost 20 yrs doing this.
>>>>
>>>>Joe
>>>>Sent from the crackberry, so please excuse the typos and terseness.
>>>>
________________________________
From: Howard Latham [howard.latham@xxxxxxxxx]
>>>> Sent: 11/10/2010 10:21 AM GMT
>>>> To: ORACLE-L <oracle-l@xxxxxxxxxxxxx>
>>>> Subject: NO Oracle Support
>>>>
>>>>
>>>>Regrettably I have had to type this into an SR raised yesterday.
>>>>
>>>>VERY VERY DISTURBED AT TIME TAKEN TO EVEN LOOK AT THIS SR. I have worked
>>>>with
>>>>Oracle Products for 25 years. This is the worst I have ever been treated by
>>>>you.
>>>>We have decided to rebuild our standby due to the wait imposed by you to
>>>>help
>>>>us.
>>>>
>>>>
>>>>--
>>>>Howard A. Latham
>>>>
>>>>Sent from my Nokia N97
>>>>
>>>>
>>>
>>>
>>>--
>>>Howard A. Latham
>>>
>>>Sent from my Nokia N97
>>>
>>>
>>
>>
>>--
>>Howard A. Latham
>>
>>Sent from my Nokia N97
>>
>>
>
>
>--
>Andrew W. Kerber
>
>'If at first you dont succeed, dont take up skydiving.'
>
--
Howard A. Latham
Sent from my Nokia N97
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