RE: helping Oracle help us
- From: "Koivu, Lisa" <Lisa.Koivu@xxxxxxxxxxxxxx>
- To: <oracle-l@xxxxxxxxxxxxx>
- Date: Tue, 10 Nov 2009 14:07:15 -0500
I must say that after I called in and waited 20 minutes to speak to
someone (the guy with the darling quotes), I received phone calls back
within 1 hour on 2 SR's. One of them is already resolved.
They are trying, which is more than I can say for other support
organizations. I'd give those two engineers A for effort. You can only
be effective to a point when your tools aren't available.
From: oracle-l-bounce@xxxxxxxxxxxxx
[mailto:oracle-l-bounce@xxxxxxxxxxxxx] On Behalf Of Matthew Zito
Sent: Tuesday, November 10, 2009 1:16 PM
To: mwf@xxxxxxxx; oracle-l@xxxxxxxxxxxxx
Subject: RE: helping Oracle help us
Mark,
I agree that it is best for everyone if people try to help out by not
opening unnecessary cases. However, I highly recommend everyone call
their Oracle sales rep, and give them an earful. Speedbumps are normal,
but it is not acceptable for support to be basically unreachable,
especially when Oracle charges so much for support. If enough rank and
file sales people get the word that this is something that diminishes
the value of Oracle in their customers' eyes that will percolate up, and
as with any sales-driven organization Oracle will recognize this
internally.
Thanks,
Matt
Disclosure: we are Oracle partners
________________________________
From: oracle-l-bounce@xxxxxxxxxxxxx
[mailto:oracle-l-bounce@xxxxxxxxxxxxx] On Behalf Of Mark W. Farnham
Sent: Tuesday, November 10, 2009 11:08 AM
To: oracle-l@xxxxxxxxxxxxx
Subject: helping Oracle help us
Okay, so no one is going to confuse me with someone who likes flashy new
pretty stuff.
Now, what is the most productive thing we can all do starting right now
to help get over this hump?
First, though tempting, I reject the notion of making it a maximum pain
in the butt and expensive for Oracle. Partly because I'm not personally
vindictive (I gave up violence when that Harvard freshman quarterback
started spitting up blood in real time after a quite legal but brutal
hit. Well, push comes to shove and I'm not Gandi, but I try to avoid
violence and it is mostly working so far since fall 1973.) But mostly
because this is not a zero sum game and we the consumers of limping
support are in this together.
Second, a few folks have published browser configurations that seem to
work. Some of my workstations work, some don't. One of the one that
works is (ugh) Vista with the latest browser from the convicted
monopolist and the latest adobe free reader I could find and whatever
the flash was it said I had to have. That workstation is mostly for
playing movies, so I don't really care much how I've polluted it with
crap of the day. For the moment I'm using it if I have to log in to
support. Someone wrote that google chrome or something was working. One
note about my config - it did hang for about 10 minutes at "96%" the
first time, and I had about given up. After that it was slow, it had
none of my setup from previous support configurations, but it seemed to
work for what I actually needed to check on (slowly).
Third, if you don't really need to use support this week or so, don't. I
know that is not an option for a LOT of shops, and I know it is a lot to
ask. I'm not asking for the benefit of ORACLE. I'm asking for the
benefit of all your fellow licensees. Now obviously you cannot
compromise the support you give to your company in this regard. But my
suggestion and request is to minimize to what you need.
Fourth, we shouldn't forget this, and we should muster our demands for
better behavior and better performance. Just not this week. The
distribution of whatever hits the fan will not be uniform. Let's be part
of minimizing the total amount that hits the fan. That can only
underscore our credibility and influence about the future.
Regards,
mwf
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