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Home -> Community -> Mailing Lists -> Oracle-L -> RE: How to deal with the giant Oracle
maybe that's why mailing lists will always work !! ;-)
-----Mensaje original-----
De: Wang, Linda [mailto:lwang_at_messagemedia.com]
Enviado el: jueves 16 de noviembre de 2000 21:42
Para: Multiple recipients of list ORACLE-L
Asunto: How to deal with the giant Oracle
There have been several experiences that it is very difficult to have the giant Oracle corporation pay attention to the small company's DBAs.
Oracle case 1:
Recently, Oracle has changed the Technical support service policy to
let only non-technical personnel pick up the phones. After I chose the
system is down option, someone picked up the phone shortly. She asked
"Is your production down?" I said " No, but my standby is down." She =
said
" I am technical. What is standby?" Oracle is claiming that this change =
is for improving services purpose. The manager told me that the =
customers
could not require the severity of the case. I ask "How can a person =
saying
I am not technical, what is standby be able to decide my case's =
severity?"
He did answer.=20
Your Suggestions?
Oracle case 2:
The owner of my tar did not really read my questions. He put " We=20
understand that you have had some difficulty in understanding this area =
of DBA activity, and this has been escalated within Oracle Support=20 Management. I suggest some introductory training for you from Oracle=20 University http://education.oracle.com/" and other copy paste junks in=20 the tar. Then, the tar was hard closed. I have complained to his duty=20 manager, customer services, the license representative. I got no help=20 and no response from the sales.
My solutions:
Create another tar using different words in the subject field. Then, I
got another analyst. This one was solved within 2 hours.
Your suggestions?
Thirty party tool case 1:
They not only have the non technical personnel picked up the phone. =
They=20
also use non-Oracle personnel to be the first level support Oracle =
related
tool. It usually takes days to get to someone who knows Oracle. They =
did
not care my complain.
My solution:
When a manager in another company asked for his DBA's opinion for that
tool. I send e-mail of my terrible experiences with that tool with the
comments from people in this group. The 100+ hospitals which the =
company=20
serviced were actually persuaded to buy to another tool.
The giant Oracle is probably not care to lose little revenue here and = there.
Your suggestions ?
Thanks.
Linda=20
Sr. Oracle DBA (OCP)
--=20
Please see the official ORACLE-L FAQ: http://www.orafaq.com
--=20
Author: Wang, Linda
INET: lwang_at_messagemedia.com
Fat City Network Services -- (858) 538-5051 FAX: (858) 538-5051 San Diego, California -- Public Internet access / Mailing Lists --------------------------------------------------------------------To REMOVE yourself from this mailing list, send an E-Mail message to: ListGuru_at_fatcity.com (note EXACT spelling of 'ListGuru') and in the message BODY, include a line containing: UNSUB ORACLE-L (or the name of mailing list you want to be removed from). You may Received on Thu Nov 16 2000 - 15:07:08 CST
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