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

From: Nilo Segura <nilosegura_at_gmail.com>
Date: Tue, 12 Apr 2011 21:47:38 +0200
Message-ID: <BANLkTimGK8jH8ATb3zaRr54Me09tRmgXsw_at_mail.gmail.com>



I recently requested a MLR for rdbms 10.2.0.5 + Linux x86-64

The first quick reply from support was that I should download a patch for 10.2.0.4

:(

The second quick reply from support was that I should download a patch for IBM AIX

:( :(

Finally they had to create the request for the MLR ... if only they read the information we provide in the SR.

:(

On Tue, Apr 12, 2011 at 8:33 PM, David Fitzjarrell <oratune_at_yahoo.com> wrote:
> It's been my observation that the Oracle Support analysts aren't really
> different from†us†(outside of the access they have to† internal documents we
> can't see) so the comment that support experiences are a 'crap shoot' is
> preety much on-target.† You can get an analyst who knows Oracle well or you
> can get one that may not know as much as you do (which is† not a slam, just
> an observation).† I've had great experiences with Oracle support personnel
> and I've had dismal experiences as well.
>
> You pay† your money, you take your chances.† :D
>
> David Fitzjarrell
>
>
> ________________________________
> From: Michael McMullen <ganstadba_at_hotmail.com>
> To: oracle-l_at_freelists.org
> Sent: Tue, April 12, 2011 10:48:21 AM
> Subject: RE: Do you ask the question: How do I work with Oracle Support....?
>
>
>
> Iíve always suspected that this was just a way for agents to meet their
> targets. Answer in a certain timeframe but donít help,
>
> ________________________________
>
>
>
> Poor experiences: Several of these: †spend 1-2 hours carefully documenting a
> problem,
>
> and then get a phone call asking to explain what was wrong. †I can't tell
> you how many
>
> times I have been asked a question that was clearly shown in the uploaded
> documentation.
>
> (This is not just an Oracle problem, but an industry problem - seen it
> elsewhere as well)
>
>
>
> Jared Still
> Certifiable Oracle DBA and Part Time Perl Evangelist
> Oracle Blog: http://jkstill.blogspot.com
> Home Page: http://jaredstill.com
>
>

-- 
Nilo Segura
Oracle Support - IT/DB
CERN - Geneva
Switzerland
--
http://www.freelists.org/webpage/oracle-l
Received on Tue Apr 12 2011 - 14:47:38 CDT

Original text of this message