RE: Free SQL Server licenses for Oracle customers
- From: Robert Freeman <rfreeman@xxxxxxxxxxxxxxxxx>
- To: "baitha@xxxxxxxxxxxxxxxxx" <baitha@xxxxxxxxxxxxxxxxx>, 'ORACLE-L' <oracle-l@xxxxxxxxxxxxx>
- Date: Fri, 11 Mar 2016 20:49:58 +0000
<soapbox>
and resolving the SRs.
I’m going to push back on this. In many interactions I have had with customers
– they have NO IDEA of how to effectively work with Oracle support.
Often they will complain about some SR that they feel like they are not getting
proper support from. Some of the main issues I’ve found:
1. Often support was waiting for them to return some bit of information
and the person was not aware they had an action item.
2. The time between requests for information from Oracle and the reply
from the customer might be 2-3 days.
3. The SR was opened, and remains, a SEV-3 SR. Sev-3 is SR purgatory.
4. The customer had no idea how to escalate the SR, or what a duty manager
was or did.
5. The customer had no idea that they can request a different analyst.
6. The customer could not (or would not) provide a reusable test case so
that Oracle could replicate the problem in-house.
On the other hand – I have my gripes with support
1. Give me an analysist that actually reads what I put in the SR and does
not ask questions I already answered.
2. Give me an analysist that does not go off on some tangent that has
nothing to do with the problem at hand.
3. Give me an analyst that does not keep asking for information that I’ve
already provided or clearly has no basis with respect to my problem (I know for
a fact
4. Give me an analyst that does not seem to be using a macro for the first
2-3 interactions with me.
5. Please, give me an analyst that clearly speaks my language. I have
enough trouble trying to get my database up – when I have to try to decipher
your broken English through your thick accent or mice like voice that just
makes things harder.
To be fair to the support guys – I’ve met a lot of them. When you are talking
to them on a Sev2 or Sev3 – each of them are also typically working between 4
and 12 Sev1 SR’s.
</soapbox>
From: oracle-l-bounce@xxxxxxxxxxxxx [
mailto:oracle-l-bounce@xxxxxxxxxxxxx] On ;
Behalf Of Bheemsen Aitha
Sent: Friday, March 11, 2016 12:01 PM
To: 'ORACLE-L' <oracle-l@xxxxxxxxxxxxx>
Subject: RE: Free SQL Server licenses for Oracle customers
I agree, Oracle is pretty bad at customer service and resolving the SRs.
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