Re: NO Oracle Support
- From: Howard Latham <howard.latham@xxxxxxxxx>
- To: Andrew Kerber <andrew.kerber@xxxxxxxxx>
- Date: Wed, 10 Nov 2010 14:13:03 +0000
We gave up waiting and rebuilt our Standby. Customers should not have to
chase support calls. Or buy the Suppliers Drinks. We wouldn't raise an SR if
, to us it wasn't important and as I already said Paid for. BTW it is still
sitting in My Oracle Support un attended 24 hours now!
On 10 November 2010 14:06, Andrew Kerber <andrew.kerber@xxxxxxxxx> wrote:
> I have to agree with the OP, Oracle support is not very good at this
> point. I have had to elevate a level 2 SR to get answers to fairly
> straightforward questions. As near as I could tell, no one even bothered to
> look at the SR let alone answer the question after a week.
>
>
> On Wed, Nov 10, 2010 at 7:58 AM, Howard Latham <howard.latham@xxxxxxxxx>wrote:
>
>> I am not irritated I am very disappointed that A company I have worked
>> with for Over 25 Years and recommended on a number of Occasions is now so
>> bad at dealing with Support Issues.
>>
>>
>> On 10 November 2010 13:51, Robert Freeman <robertgfreeman@xxxxxxxxx>wrote:
>>
>>> >>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
>>>
>>>
>>
>>
>> --
>> Howard A. Latham
>>
>> Sent from my Nokia N97
>>
>>
>
>
> --
> Andrew W. Kerber
>
> 'If at first you dont succeed, dont take up skydiving.'
>
--
Howard A. Latham
Sent from my Nokia N97
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