RE: Metalink Fiasco - Oracle Support Who do they think the are!
Date: Fri, 13 Nov 2009 07:56:30 -0500
Message-ID: <6AFC12B9BFCDEA45B7274C534738067F24669D64_at_AAPQMAILBX02V.proque.st>
And, to throw more fuel on the fire of a Flash-based support system, this story broke yesterday evening: http://news.slashdot.org/story/09/11/12/2337236/Flash-Vulnerability-Found-Adobe-Says-No-Fix-Forthcoming
-Mark
From: oracle-l-bounce_at_freelists.org [oracle-l-bounce_at_freelists.org] On Behalf Of Chris Dunscombe [cdunscombe_at_yahoo.com] Sent: Friday, November 13, 2009 6:29
To: post.ethan_at_gmail.com; 'oracle-l'; dreveewee_at_gmail.com; John Hallas Subject: RE: Metalink Fiasco - Oracle Support Who do they think the are!
John,
The problem with the Mail is that there's no acknowledgement of:
- the severe performance issue some users have suffered
- the fact that many users haven't been able to successfully raise SRs even when logged onto MOS
- lack of eTRM, I believe this is key for EBS users
- some users haven't had all or any SRs transferred across
Also the implication in the Mail is that the only problems are with registration and access and that these are due to users not using SSO. This is clearly not the case.
Finally when many users of a system have been experiencing significant problems due to some "change" then some form of apology or at least proper recognition the issues is in order. I'm sure I'm not the only one who wasn't happy with the Mail and it certainly hasn't improved my view of Oracle.
Chris
- On Fri, 11/13/09, John Hallas <John.Hallas_at_morrisonsplc.co.uk> wrote:
From: John Hallas <John.Hallas_at_morrisonsplc.co.uk> Subject: RE: Metalink Fiasco - Oracle Support Who do they think the are! To: "cdunscombe_at_yahoo.com" <cdunscombe_at_yahoo.com>, "post.ethan_at_gmail.com" <post.ethan_at_gmail.com>, "'oracle-l'" <oracle-l_at_freelists.org>, "dreveewee_at_gmail.com" <dreveewee_at_gmail.com> Date: Friday, November 13, 2009, 9:57 AM
I am sorry Chris but what exactly is wrong with the mail. I think if you take each sentence you will find it factually correct. I suspect that the benefits from MOS have been exaggerated but are probably there for some customers.
John
From: oracle-l-bounce_at_freelists.org [mailto:oracle-l-bounce_at_freelists.org] On Behalf Of Chris Dunscombe Sent: 13 November 2009 09:23
To: post.ethan_at_gmail.com; 'oracle-l'; dreveewee_at_gmail.com Subject: RE: Metalink Fiasco - Oracle Support Who do they think the are!
Just received this from Oracle Support, who do they think they are!!!!!! Especially the little bit below. I don't expect this will go down well at all
""Many of our customers are using My Oracle Support and are experiencing benefits from this next-generation support platform.
Since Monday November 9, 2009, some customers experienced issues with registration and access. As a reminder, in order to access My Oracle Support (https://support.oracle.com), you must login using your Single Sign-On (SSO) account for authentication purposes. This is a new requirement for accessing My Oracle Support and was not utilized for Classic MetaLink."
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-- http://www.freelists.org/webpage/oracle-lReceived on Fri Nov 13 2009 - 06:56:30 CST