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RE: how good is oracle tech support?

From: April Wells <>
Date: Tue, 6 Apr 2004 09:25:21 -0500
Message-ID: <>

Might just be an example.

I had a MISERABLY botched clone during our 11.5.6 implementation, and opened an itar spelling out exactly what was wrong with my setup and exactly what steps I had already taken...

And the EVER so helpful <DEEP SARCASM> analyst READ me the cloning white paper at 3 am after an already 16 hour day (every single word that was on the white paper).

It is often the way you phrase your itar, it is also (often) a matter of who you get assigned.

When sev-1s get routed to the UK, it is like they went into a black hole. "oh yes, the analyst is in the next cubicle, she will call you back in 15 min or less".... an hour later... "oh, yes, the analyst just stepped out but will be back in 5 min"... an hour later.... etc... etc

It got to be a game

I also got a few of the most amazingly helpful analysts. Walk you through things that aren't even 'exactly' connected to your tar... but things that you might find if you... whatever...


April Wells
Oracle DBA/Oracle Apps DBA
Corporate Systems
Amarillo Texas

"Few people really enjoy the simple pleasure of flying a kite" Adam Wells age 11
"Imagination is the highest kite one can fly." Lauren Bacall

-----Original Message-----
From: DENNIS WILLIAMS [mailto:DWILLIAMS_at_LIFETOUCH.COM] Sent: Tuesday, April 06, 2004 8:59 AM
To: ''
Subject: RE: how good is oracle tech support?

Ryan -

   Sorry about the false send - laptop issues.    I have found that quality is overall excellent, but a lot depends on how you phrase your TAR. It is not unusual for you to get a first line person until you can spell out the seriousness of your request.

   Offhand I would say that worrying about plan table locations sounds like a trivial request.

Dennis Williams
Lifetouch, Inc.


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Received on Tue Apr 06 2004 - 09:20:56 CDT

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