Re: Oracle Support Services

From: Ruth Gramolini <rgramolini_at_tax.state.vt.us>
Date: Thu, 8 Jun 2000 15:14:34 -0400
Message-Id: <10522.108278@fatcity.com>

It's great for simple questions. I have used it several times for non-severe,
easy questions and I got an answer which was appropriate the same dayl. I even got a followup phone call ( on voice-mail since it came after 3:30) apologizing sending my question to the OEM group when I posed it as a server question. But like I said, these were simple questions.

Ruth
----- Original Message -----
From: gentry <gentry_at_allina.com>
To: Multiple recipients of list ORACLE-L <ORACLE-L_at_fatcity.com> Sent: Thursday, June 08, 2000 12:10 PM
Subject: Re: Oracle Support Services

I just used MetaLink to enter a TAR for the first time. I just wanted an answer to a simple question. It went like this: DAY1: I submitted the following request."Please list the AIX APARS needed for
the 8.1.6 installation.

DAY2(AM): I get the answer-"Read the Manual:
DAY2(AM): I responded that I had already RTFM but wanted a complete list.
DAY3(AM): The response was the list published in the manual.
DAY3(AM): I asked "What about the two additional APARS listed in the CD's

readme file.
DAY4(AM): The response "Oracle never heard of these APARS, perhaps they belong
to HP.
Sure glad I didn't need a timely response :) I probably could have gotten a faster response if I could change the severity
code, but it's locked at level 4.
Conclusion: If I did this by phone, including the 30+ minutes of music, I would have had my answer in 1 day.
I'm not impressed.
---Bill Gentry

"Cale, Rick T (Richard)" wrote:

> Have you ever looked at MetaLink and seen how long it takes to get a reply
> from the time a message
> was posted? Its ridiculous. There is a lot of good info there but for the
> cost of support replys must be
> more timely.
>
> Rick
>
> > -----Original Message-----
> > From: paquette stephane [SMTP:stephane_paquette_at_yahoo.com]
> > Sent: Thursday, June 08, 2000 4:56 AM
> > To: Multiple recipients of list ORACLE-L
> > Subject: Re: Oracle Support Services
> >
> > Unfortunately, its Oracle's direction to have almost
> > all support done with metalink.
> > I've received several mail from Oracle about seminars
> > on how to used metalink.
> >
> > 2 months ago, we have escalated a couple of tars to
> > upper management at Oracle. Oracle's answer was to
> > send a sales guy to sell us gold support (we have
> > silver).
> >
> > It's easy to think that in the future phone support
> > will have an extra cost.
> >
> >
> > --- "Eric D. Pierce" <PierceED_at_csus.edu> a écrit : >
> > Sounds like a bunch of jerks but, doesn't that just
> > > mean that all you
> > > have to do is go on metalink, create a tar, get your
> > > tar#, and that
> > > allows you to shortcut the phone entry point if you
> > > want to talk to
> > > someone about the issue?
> > > ep
> > >
> > > On 7 Jun 2000, at 17:54, Bill Wagman scribbled with
> > > alacrity and cogency:
> > >
> > > Date sent: Wed, 07 Jun 2000 17:54:56 -0800
> > > To: Multiple recipients of list
> > > ORACLE-L <ORACLE-L_at_fatcity.com>
> > > Send reply to: ORACLE-L_at_fatcity.com
> > >
> > > >
> > > > After waiting on the phone to support for an
> > > inordinate amount of time I
> > > > jokingly asked the support rep if they had been
> > > told not to answer the
> > > > phone for 30 minutes in an attempt to encourage
> > > people to log TARs via
> > > > metalink. He said that yes, in fact, they had.
> > >
> > > --
> > > Author: Eric D. Pierce
> > > INET: PierceED_at_csus.edu
> > >
> > > Fat City Network Services -- (858) 538-5051 FAX:
> > > (858) 538-5051
> > > San Diego, California -- Public Internet
> > > access / Mailing Lists
> > >
> > --------------------------------------------------------------------
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> > > (or the name of mailing list you want to be removed
> > > from). You may
> > > also send the HELP command for other information
> > > (like subscribing).
> >
> >
> > =====
> > Stephane Paquette
> > DBA Oracle
> > stephane_paquette_at_yahoo.com
> > spaquette_at_houra.fr
> > (33) 01 53 93 06 50
> >
> > __________________________________________________
> > Do You Yahoo!?
> > Yahoo! Photos -- now, 100 FREE prints!
> > http://photos.yahoo.com
> > --
> > Author: =?iso-8859-1?q?paquette=20stephane?=
> > INET: stephane_paquette_at_yahoo.com
> >
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>
> --
> Author: Cale, Rick T (Richard)
> INET: RICHARD.T.CALE_at_saic.com
>
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Received on Thu Jun 08 2000 - 14:14:34 CDT