Oracle FAQ Your Portal to the Oracle Knowledge Grid

Home -> Community -> Mailing Lists -> Oracle-L -> RE: RE: how good is oracle tech support?

RE: RE: how good is oracle tech support?

From: Jamadagni, Rajendra <>
Date: Tue, 6 Apr 2004 12:46:26 -0400
Message-ID: <A186CBDC8B1D61438BC50F1A77E91F73075BD274@xchgbrsm1.corp.espn.pvt>

I agree with Pete,

There is no need for end users to have access to internal docs unless there is a valid and compelling reason to do so and support-goofed-up is not a valid reason.=20

IMHO, support has come a long way in last few years, we have had some great experiences and some bad, but it seems like the bad apples are going away. But then again this is true with every company.=20

Someone recently mentioned that a GE support rep listened to washing machine over the phone and sent out a part that fixed the problem. But then when my hard disk in my HP PC crashed, I had to prove to the support guy and his manager that it failed by holding the phone next to hard disk. When they tried to tell me that it isn't, I told them that it is and told them that I have been working with PCs since mid 80s so I know what I am talking about ... At which point they agreed that hard disk has failed and arranged for a replacement.


Rajendra dot Jamadagni at nospamespn dot com=20 All Views expressed in this email are strictly personal.=20 select standard_disclaimer from company_requirements;=20 QOTD: Any clod can have facts, having an opinion is an art !

-----Original Message-----
[] On Behalf Of Mladen Gogala Sent: Tuesday, April 06, 2004 12:38 PM
Subject: Re: RE: how good is oracle tech support?

On 04/06/2004 12:17:10 PM, Pete Sharman wrote:

> 1. Dangerous to know - incorrect usage may cause even further=20
> problems 2. Not necessary for you to know - see 1, or 3. Provides=20
> information that competitors would LOVE to know

With the point 1, I couldn't agree more. There are people, even on this list, who are dangers for the cup holders on their machines and shouldn't go near a computer.
Giving internal information to people like that would be like giving a loaded gun to a 5 years old: a recipe for disaster.

With point 3, I disagree. There are many "Oracle Internals" books, some by people who have worked for Oracle and the best one from the guy who has never worked for Oracle (Steve Adams). Internal information is accessible to anybody, who knows the methodology (block dumps, system dumps, trace files for the events 10053 and and 10046). Some of the discussions on this list are so technically detailed that the next level would be to write the actual code. I have personally done some rather nasty stuff to reveal oracle internals, but am not inclined to talk about that in public. In other words, there isn't much that competitors couldn't find out about Oracle. Second, most of the interesting so called "internal documents", are about bugs. That, my friend, should not be a big secret, at least not for the Oracle's customers, as it is frequently extremely helpful and necessary information.

Please see the official ORACLE-L FAQ:

To unsubscribe send email to: put 'unsubscribe' in the subject line.
Archives are at
FAQ is at
Received on Tue Apr 06 2004 - 11:45:20 CDT

Original text of this message