RE: More Support woes!
Date: Tue, 26 Nov 2013 11:50:09 +0000
Message-ID: <FF5D5F2AD07EE2429C8AFD9BC0EE57FB4C82146442_at_LUCIFERTWO.internal.admin.cam.ac.uk>
I have similar problems. Whenever you raise an SR you are asked for the same information multiple times. If you persist the answer you normally get is that the system is working as designed.
For example, the recycle bin is designed so that when a table needs to extend and there is no free space it drops something out of the recyclebin. This works fine, until you need to extend the table because you are inserting a row in a trigger. Then you can't do the drop. Support advised that the system is working as designed - you can't do DDL in a trigger. Our triggers are the problem and need to be rewritten. I pointed out that we were following documented practice and we were not doing DDL - it was Oracle that was doing it without being asked to. Support grudgingly said if we really want they could raise an enhancement. They refused to change the documentation to match the behaviour, or the behaviour to match the documentation. They insisted we put in hacky workarounds, which is made more difficult because the DBA views treat recyclebin objects as free space.
It is very hard to get a call escalated. If you follow the procedure, the options in the menu on the phone system don't include an option which seems appropriate for escalating an SR. The last time I asked for a call to be escalated I was ignored. The last time I did get a call escalated it was de-escalated without asking or telling me.
To be fair to the support staff I believe this is because they are powerless. They can raise a bug but it will be closed as "not a bug" with some bizarre justification which can not be challenged. Then anyone else who raises a bug on the same issue will get it closed as a duplicate.
I am filling in the surveys when SRs get closed pointing this out in the hope that someone will notice. My concern is they will just be used to beat up the poor support staff.
-- http://www.freelists.org/webpage/oracle-lReceived on Tue Nov 26 2013 - 12:50:09 CET