Re: Do you ask the question: How do I work with Oracle Support....?

From: Ray Stell <>
Date: Tue, 12 Apr 2011 13:39:12 -0400
Message-ID: <>

On Tue, Apr 12, 2011 at 11:59:25AM -0500, Rich Jesse wrote:
> two months. One was just shy of a year (for a patch of PQ), with the other
> four being 5-9 months each. Some of those were resolved, some were not.

the weirdest SR I've ever had ended when it closed and was marked "customer abandoned." Like it was my fault they didn't want to pursue the issue. I was told early on that the problem I'd reported was known, but dev had put it on a "back burner." I was told this on the phone. You always know you are off the record when they call you. Not important that I was getting a RMAN-06107. Then why throw it at me? After the SR was "customer abandoned" I gave up, so I guess they were right. Well, they do have an oracle.

> Yes, I have had good experiences with Oracle Support. As I look back on

Not long after the weird SR, I had the best SR experience. The person handling the case was responding to me several times a day and answering questions before I asked them. This was at sev 4. I was in awe.

Seems a crap shoot, who you get makes all the diff.

Just to throw salt into the wound, I recently reported a bug and within an hour one of the core developers had personally emailed me a patch he wrote. The product in this case was postgresql. Priceless!

Received on Tue Apr 12 2011 - 12:39:12 CDT

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