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