My biggest frustration with Oracle Support as of late is when I follow all the recommendations on the SR (i.e. I run RDA, or any other pre-analysis tool) not to mention all the host/database version/platform etc informatio in the SR creation, and the first questions out of the Level 1's mouth are things contained in the SR already or in the data I gathered for them. On Tue, Mar 25, 2008 at 10:55 AM, Robert Freeman <robertgfreeman@xxxxxxxxx> wrote: > I think part of this issue is one of language/culture with respect to the > analyst. With a global support organization you are going to get people > who's first language is not English (or even American English). Thus, their > vocabulary will not be quite as wide as a natural speaker. Additionally this > probably makes for more halting and harsh sounding reporting, when in fact > that may not have been the intent. Finally I find the first level support at > Oracle to often be lacking. If you get a first level analyst making the > report (or perhaps they are trying in vain to paraphrase a development > response), they may not have the knowledge to accurately write what has been > reported. Some of the initial responses I get to SR's are nothing more than > the analyst going through the docs and finding something that I already knew > a long time ago. > > I kind of wish Metalink had a set of radio buttons so you could describe > your skill set (expert, advanced, intermediate, beginner) so they would not > do stuff like that. It wastes my time and I sometimes think that they do it > in an effort to just get the SR "answered"..... irrespective of the fact > that the answer is about as helpful as fire ants in Florida. > > It think it falls on us, as openers of an SR, to ensure that the reporting > is accurate and correct. Granted, we pay for support and we can complain > until the cows come home about how we should not have to do this, or do > that, but in the end if we follow-up and ensure accuracy and appropriate > grammar, etc we all benefit. That being said, I'll confess that there are > times that I'm just so frustrated with the Analyst after working an SR that > I just don''t want to have anything else to do with them. > > Just my opinion, YMMV... > > RF > > > Robert G. Freeman > >