Re: More Support woes!

From: Niall Litchfield <niall.litchfield_at_gmail.com>
Date: Wed, 27 Nov 2013 11:21:45 +0000
Message-ID: <CABe10sY4-BW7yDj=5-MbWp7--5xZAAMwC1KPdvNDHybw86kdLw_at_mail.gmail.com>

On Wed, Nov 27, 2013 at 9:26 AM, Nuno Souto <dbvision_at_iinet.net.au> wrote:

> On 27/11/2013 1:23 AM, Niall Litchfield wrote:
>
> The process is extremely clear. You call - choose the option to update
>> your SR and then when you get a human being ask for the SR to be escalated.
>>
>
> Hmmm... so if you are in Australia, 12 hours away in wall clock time, how
> do you call and where?
>

Should be +61.132.370 or +61.2.8817.7600 based on http://www.oracle.com/us/support/contact/index.html I imagine one of those numbers is toll free and the other isn't..

> This is yet another support UI bungle. If a customer deems that a call
> needs to be escalated, then it should be a simple matter of setting a
> toggle or option in the call. It's then up to support to find out if it is
> genuine or not.
>
>

This I agree with, and think I said already, though that might be on a side conversation.. The requirements for escalation are simple enough to capture in a web form.

-- 
Niall Litchfield
Oracle DBA
http://www.orawin.info

--
http://www.freelists.org/webpage/oracle-l

Received on Wed Nov 27 2013 - 12:21:45 CET