Re: NO Oracle Support
- From: Peter Barnett <regdba@xxxxxxxxx>
- To: robertgfreeman@xxxxxxxxx, Oracle-l <oracle-l@xxxxxxxxxxxxx>
- Date: Fri, 12 Nov 2010 09:21:25 -0800 (PST)
Sorry, I disagree. Paying a couple of million dollars a year for support
raises my expectations. I actually do expect competent, efficient, responsive
support services. Somewhere along the way Oracle lost that. Heck, I have even
been chewed out by a duty manager for escalating a call on an SR that was
mission critical.
We get excellent support from both Sybase and Microsoft for SQL Server and we
do not pay them anywhere close to what we pay Oracle.
Pete Barnett
Database Technologies Lead
Regence
--- On Wed, 11/10/10, Robert Freeman <robertgfreeman@xxxxxxxxx> wrote:
From: Robert Freeman <robertgfreeman@xxxxxxxxx>
Subject: Re: NO Oracle Support
To: "Howard Latham" <howard.latham@xxxxxxxxx>
Cc: TESTAJ3@xxxxxxxxxxxxxx, "ORACLE-L" <oracle-l@xxxxxxxxxxxxx>
Date: Wednesday, November 10, 2010, 5:51 AM
>>I really don't see why I should have to socialise with Oracle Staff to get
>>anything done !
You answered your own question - Because you want to get things done. You are
dealing with people, bottom line, and some are better, some are worse, some are
over worked, some are over their head, some are not feeling well, some are in
the middle of 50 other SR's at the same level yours are. Organizations are not
perfect, I wish they were. At the end of the day, when we have an urgent
problem, we have to navigate the org, for better or worse, to get a solution to
your problem. Being focused not upset is probably the emotion that will get you
the quickest solution.
The bottom line, respectfully having been a customer for many years, is that if
you want to successfully get something done then the appropriate response to
slow support response is not to get mad at the people you are working with.
Rather, use the system to get the quickest resolution possible. Make it a SEV1,
change the analyst, duty manage it, call your sales organization,
etc...etc....etc.... focus on the problem, not on being irritated.
Then, once the problem is solved, contact support and sales and let them know
about your bad experience and how it's going to impact their bottom line the
next time they come calling for license sales.
Please know, I understand your frustration in this case. If you want to send me
the SR offline, I'll take a look at it and see if I can figure out why it's
getting held up.
Robert
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: Howard Latham <howard.latham@xxxxxxxxx>
To: Robert Freeman <robertgfreeman@xxxxxxxxx>
Cc: TESTAJ3@xxxxxxxxxxxxxx; ORACLE-L <oracle-l@xxxxxxxxxxxxx>
Sent: Wed, November 10, 2010 6:30:35 AM
Subject: Re: NO Oracle Support
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
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