Message-Id: <10682.122313@fatcity.com> From: "Mohan, Ross" Date: Thu, 16 Nov 2000 16:20:04 -0500 Subject: RE: How to deal with the giant Oracle This message is in MIME format. Since your mail reader does not understand this format, some or all of this message may not be legible. ------_=_NextPart_001_01C05012.939B40E0 Content-Type: text/plain; charset="iso-8859-1" Ever since they lost Ray Lane, the poorness of support ( already below average ) has been accelerating downward. I am looking forward to the conference ( probably would have to be an ECO ) where someone presents a talk on how to actually get SUPPORT out of Oracle. There are a million stories in the Naked City..... -----Original Message----- From: Wang, Linda [mailto:lwang@messagemedia.com] Sent: Thursday, November 16, 2000 3:42 PM To: Multiple recipients of list ORACLE-L Subject: 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. Your Suggestions? Oracle case 2: The owner of my tar did not really read my questions. He put " We understand that you have had some difficulty in understanding this area of DBA activity, and this has been escalated within Oracle Support Management. I suggest some introductory training for you from Oracle University http://education.oracle.com/" and other copy paste junks in the tar. Then, the tar was hard closed. I have complained to his duty manager, customer services, the license representative. I got no help 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 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 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 Sr. Oracle DBA (OCP) -- Please see the official ORACLE-L FAQ: http://www.orafaq.com -- Author: Wang, Linda INET: lwang@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@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 also send the HELP command for other information (like subscribing). ------_=_NextPart_001_01C05012.939B40E0 Content-Type: text/html; charset="iso-8859-1" Content-Transfer-Encoding: quoted-printable RE: How to deal with the giant Oracle

Ever since they lost Ray Lane, the
poorness of support ( already below
average ) has been accelerating downward.

I am looking forward to the conference ( = probably
would have to be an ECO ) where someone = presents
a talk on how to actually get SUPPORT out of
Oracle.

There are a million stories in the Naked = City.....

-----Original Message-----
From: Wang, Linda [mailto:lwang@messagemedia.com= ]
Sent: Thursday, November 16, 2000 3:42 PM
To: Multiple recipients of list ORACLE-L
Subject: 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.

Your Suggestions?

Oracle case 2:
The owner of my tar did not really read my = questions. He put " We
understand that you have had some difficulty in = understanding this area
of DBA activity, and this has been escalated within = Oracle Support
Management. I suggest some introductory training for = you from Oracle
University http://education.oracle.com/" and other copy = paste junks in
the tar. Then, the tar was hard closed. I have = complained to his duty
manager, customer services, the license = representative. I got no help
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
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
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
Sr. Oracle DBA (OCP)
--
Please see the official ORACLE-L FAQ: http://www.orafaq.com
--
Author: Wang, Linda
  INET: lwang@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@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 =