Re: Do you ask the question: How do I work with Oracle Support....?
- From: Nilo Segura <nilosegura@xxxxxxxxx>
- To: oratune@xxxxxxxxx
- Date: Tue, 12 Apr 2011 21:47:38 +0200
I recently requested a MLR for rdbms 10.2.0.5 + Linux x86-64
The first quick reply from support was that I should download a patch
for 10.2.0.4
:(
The second quick reply from support was that I should download a patch
for IBM AIX
:( :(
Finally they had to create the request for the MLR ... if only they
read the information we provide in the SR.
:(
On Tue, Apr 12, 2011 at 8:33 PM, David Fitzjarrell <oratune@xxxxxxxxx> wrote:
> It's been my observation that the Oracle Support analysts aren't really
> different from us (outside of the access they have to internal documents we
> can't see) so the comment that support experiences are a 'crap shoot' is
> preety much on-target. You can get an analyst who knows Oracle well or you
> can get one that may not know as much as you do (which is not a slam, just
> an observation). I've had great experiences with Oracle support personnel
> and I've had dismal experiences as well.
>
> You pay your money, you take your chances. :D
>
> David Fitzjarrell
>
>
> ________________________________
> From: Michael McMullen <ganstadba@xxxxxxxxxxx>
> To: oracle-l@xxxxxxxxxxxxx
> Sent: Tue, April 12, 2011 10:48:21 AM
> Subject: RE: Do you ask the question: How do I work with Oracle Support....?
>
>
>
> I’ve always suspected that this was just a way for agents to meet their
> targets. Answer in a certain timeframe but don’t help,
>
> ________________________________
>
>
>
> Poor experiences: Several of these: spend 1-2 hours carefully documenting a
> problem,
>
> and then get a phone call asking to explain what was wrong. I can't tell
> you how many
>
> times I have been asked a question that was clearly shown in the uploaded
> documentation.
>
> (This is not just an Oracle problem, but an industry problem - seen it
> elsewhere as well)
>
>
>
> Jared Still
> Certifiable Oracle DBA and Part Time Perl Evangelist
> Oracle Blog: http://jkstill.blogspot.com
> Home Page: http://jaredstill.com
>
>
--
Nilo Segura
Oracle Support - IT/DB
CERN - Geneva
Switzerland
--
//www.freelists.org/webpage/oracle-l
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