Re: Oracle Support arghhh

The support engineers are often overwhelmed with SRs in their queue. Escalated SRs have priority. There’s also different levels of escalation, believe it or. You know, manager, then senior manager, then director…

Have you asked for a zoom session? Sometime when you ask for a zoom session it really helps them to focus on your issue and actually listen to you.

Cheers,
Leng

> On 10 Nov 2022, at 6:25 am, DOUG KUSHNER <dougk5_at_cox.net> wrote:
>
> 
> Of late many of my SRs have either been tactfully dodged, or go into the abyss (Development), never to see the light of day. Can anyone share the techniques that you use to keep your sanity, suppress the anger and actually make progress with these folks?
>
> Behaviors that I have noticed is that they avoid answering direct questions, and when the ticket changes hands, the new support engineer rarely takes the time to read the history, instead asking for the problem to be redefined. This seems to be their tactic, whether the SR has been open for a couple of days or weeks.
>
> Regards,
>
> Doug

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