Re: Do you ask the question: How do I work with Oracle Support....?
- From: Li Li <litanli@xxxxxxxxx>
- To: Joel.Patterson@xxxxxxxxxxx
- Date: Wed, 13 Apr 2011 15:37:41 -0500
I tried not to join the conversation as I am one of you guys out there
that has been frustrated by oracle support most of the time, but I
have to echo this:
most of the better services I received from oracle support are from
Australia. They all seem to be knowledgeable and respond promptly and
willing to call back. Being in a everybody-does-everything shop, my
major focus is on oracle, but I also get to do Redhat, EMC, Cisco etc.
My experience with Redhat support is similar to oracle, I get much
better service from Australia. That made me think: what's wrong with
US-based support? Only thing I can think of is that maybe all us-based
analysts are over-worked?
On Wed, Apr 13, 2011 at 12:21 PM, <Joel.Patterson@xxxxxxxxxxx> wrote:
> Interesting co-incidence. One of the better, even best, responses I got here
> in the US was from an Australian Analyst.
>
> Hmmm... Your comment just made me remember.
>
> Joel Patterson
> Database Administrator
> 904 727-2546
>
> -----Original Message-----
> From: oracle-l-bounce@xxxxxxxxxxxxx [mailto:oracle-l-bounce@xxxxxxxxxxxxx] On
> Behalf Of Nuno Souto
> Sent: Wednesday, April 13, 2011 3:27 AM
> To: oracle-l@xxxxxxxxxxxxx
> Subject: Re: Do you ask the question: How do I work with Oracle Support....?
>
> Jared Still wrote,on my timestamp of 13/04/2011 2:00 AM:
>
>> It's been some time since I have opened an SR. I avoid it if at all
>> possible.
>
> Same here. Usually only sev2 and higher.
>
>> Great experiences: An Oracle support person (in Australia) helped me to
>> open a
>> database
>> which I had stupidly screwed up. He was most helpful and very knowledgeable.
>
> I'll second that. Being in Australia myself, I tend to get answered within
> the
> local time window. Which means I get someone local. The last 5 calls have all
> resulted in my marking the person very high in the subsequent "survey". Not
> just because he/she deserved it, but also because I got a high quality
> response,
> helpful, and a timely resolution. Made it all worthwhile.
>
>
>> 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)
>
> Aye... IBM, Microslop, EMC and so on have all been guilty of this with us.
>
> --
> Cheers
> Nuno Souto
> in sunny Sydney, Australia
> dbvision@xxxxxxxxxxxx
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