Re: Quality of Oracle MetaLink Notes

  • From: "Bradd Piontek" <piontekdd@xxxxxxxxx>
  • To: robertgfreeman@xxxxxxxxx
  • Date: Tue, 25 Mar 2008 11:04:47 -0500

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>

> 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

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