Re: Metalink forums - effects of the outsourcing

Now we are yearning for the heyday of Metalink!? :-)

Man it used to be we could call a toll free number and have a competent human being on the phone within minutes. It was downright awesome, frankly. The first erosion was you started having to go through a phone tree that only connected you to a human being if you had a downed production database. If memory serves, this was true right up to the launch of Metalink V2 in the Summer of 1999 and possibly even later.

Then the general level of competence went down because they hired "researchers" as the front line, who would essentially be low-paid workers who would screen "easy" TARS and attempt to answer them before routing TARS to the real support team.

This is the path of progress I suppose?

Paul

--
Paul Vallee
President, The Pythian Group, Inc.
http://www.pythian.com

On 6/22/05, Reidy, Ron <Ron.Reidy_at_arraybiopharma.com> wrote:


>  

> I concur with Jared.  A response to a recent TAR was "... reinstall the

> (Oracle) software" (LOL big time!). 

>   

> But seriously folks, keep sending those big $$$ for support. 

>   

> 

> ----------------- 

> Ron Reidy 

> Lead DBA 

> Array BioPharma, Inc. 

>  

> -----Original Message-----

> From: oracle-l-bounce_at_freelists.org [mailto:oracle-l-bounce_at_freelists.org]On

> Behalf Of Jared Still

> Sent: Wednesday, June 22, 2005 1:35 PM

> To: mgogala_at_allegientsystems.com

> Cc: Oracle-L (E-mail)

> Subject: Re: Metalink forums - effects of the outsourcing

> 

> 

>  

> On 6/22/05, Mladen Gogala <mgogala_at_allegientsystems.com> wrote: 

> > Did anybody manage to have a question answered in a meaningful way by an

> > Oracle person lately?

> > 

> 

> The last 2 times that I have found it necessary to open a TAR, the questions

> were answered by my own experimenation and participation in this list.

> 

> When the problems were resolved, the Oracle personnel assigned 

> to that TAR did not appear particularly interested in the solution,

> but did close the TAR immediately.

> 

> 

> -- 

> Jared Still

> Certifiable Oracle DBA and Part Time Perl Evangelist

> 

> 

> 

> 

>  ________________________________

>  This electronic message transmission is a PRIVATE communication which

> contains information 

> which may be confidential or privileged. The information is intended to be

> for the use of the individual 

> or entity named above. If you are not the intended recipient, please be

> aware that any disclosure, 

> copying, distribution or use of the contents of this information is

> prohibited. Please notify the sender 

> of the delivery error by replying to this message, or notify us by telephone

> (877-633-2436, ext. 0), 

> and then delete it from your system.

--
http://www.freelists.org/webpage/oracle-l