Re: NO Oracle Support
- From: Howard Latham <howard.latham@xxxxxxxxx>
- To: Robert Freeman <robertgfreeman@xxxxxxxxx>
- Date: Wed, 10 Nov 2010 13:30:35 +0000
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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