Re: NO Oracle Support
- From: Guillermo Alan Bort <cicciuxdba@xxxxxxxxx>
- To: andrew.kerber@xxxxxxxxx
- Date: Wed, 10 Nov 2010 11:32:33 -0300
I can understand both points... On one hand I usually find that the first
two answers for my SR are just stalling (so I task to get as much
information on the original post as possible, though sometimes they ask the
questions anyway). Then by the third of fourth post by support I get
something like: "working on it" and eventually the issue gets resolved.
There are only very few instances where the issue is not resolved due to the
amazingly complex procedures on the customer's side that required about
three months in order to apply a few OS patches.
On the other hand, Oracle acknowledges this by providing customers with
several ways to get more attention. And if you understand these ways, you
can get things done pretty quickly.
Oh, yes, and I never open an SR on sev lower than two... those just get
ignored... (at least not while I have an actual problem on a database, if
it's just a simple question, then I can usually wait and open a sev 4)
cheers
Alan.-
On Wed, Nov 10, 2010 at 11:06 AM, 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.'
>
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