RE: NO Oracle Support
- From: "Joseph Reid" <jreid@xxxxxxxxxxxxxxxxxx>
- To: <howard.latham@xxxxxxxxx>, "'Robert Freeman'" <robertgfreeman@xxxxxxxxx>
- Date: Wed, 10 Nov 2010 09:42:16 -0500
The problem with socializing with Oracle is that the sales reps are always
leaving, being let go or moving to a different territory. If you are a
smaller company then you will experience this even more so. Oracle says
they put a extravagant amount of money in R&D an support however they do not
release any of this in many cases until it's too late leaving their
customers to find an alternative, as it is clearly indicated in this email
string.
Let's face it this LIST would not exist if Oracle support was on the ball of
things. I Think a grass roots movement should start looking at alternatives
to Oracle Support.
From: oracle-l-bounce@xxxxxxxxxxxxx [mailto:oracle-l-bounce@xxxxxxxxxxxxx]
On Behalf Of Howard Latham
Sent: November 10, 2010 8:31 AM
To: Robert Freeman
Cc: TESTAJ3@xxxxxxxxxxxxxx; ORACLE-L
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
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