RE: More Support woes!
Date: Tue, 26 Nov 2013 10:08:12 -0500
Message-ID: <7E4D006EA3F0D445B62672082A16A5650143C61A_at_NSTMC703PEX.ubsamericas.net>
Passing on something that I came across a few weeks back
https://blogs.oracle.com/Support/entry/support_escalation_processagai
Read below J
Here's what NOT to do:
- Don't choose the option for existing Service Request and then choose to speak to your support engineer. You will most likely go to voicemail because they are multitasking.
- Don't call the 800# and request a Severity 1 or Severity increase. Severity 1 and Escalations <http://blogs.oracle.com/Support/entry/escalations_vs_severity_increa_1> are totally different.
- Don't update your Service Request to initiate escalation. This is not recommended. Oracle doesn't have a batch job running to look for key words in SRs. Call us! Then, update your Service Request for your own documentation purposes.
- Don't call your sales team, account team, or anyone else in your Rolodex of Oracle business cards. They can't solve your technical problem. You might as well try calling your parents. There's no backdoor to this process.
- Don't request your support engineer to jump on some bridge call.
Bridge calls are for managers to keep busy. Keep the technical team
troubleshooting. The motto for bridge calls is; "When all is done and
said, a whole lot more is said than done!"
- Raj Pande
UBS AG Platform Services - Operations
Global Service Delivery (GSDM)
480 Washington Blvd. Jersey City, NJ 07310
TEL# - External - +1 201 318 7597
Internal - 19 436 7597
From: oracle-l-bounce_at_freelists.org
[mailto:oracle-l-bounce_at_freelists.org] On Behalf Of Paul Houghton
Sent: Tuesday, November 26, 2013 9:54 AM
To: Niall Litchfield
Cc: howard.latham_at_gmail.com; ORACLE-L
Subject: RE: More Support woes!
Hi Niall
I followed the procedure in the doc ID you refer to. As I say there was no obvious option on the menu to deal with an open SR. Here is the list (Abbreviated a little)
1 Software version updates product availability or license information
2 Purchase new licenses
3 MOS access and navigation
4 Support contact inactive CSI
5 sublicenses (You have to send an email)
6 Hold if your call does not related to any of the above categories
I held. The menu choices were repeated. I selected option 3 and asked that my SR be escalated. The escalation status on my SR is still "Never Escalated" This was on Friday.
I note that the call also refers to updating the SR. I have tried this in the past (Several years ago) and the call was never escalated, even though I complained every time I updated the SR.
I was rather relived when Howard posted, because I thought it was just me experiencing deteriorating support from Oracle. Presumably you get better support than me. I am interested in what I can do to improve the support I get.
Cheers
PaulH
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-- http://www.freelists.org/webpage/oracle-lReceived on Tue Nov 26 2013 - 16:08:12 CET