Re: Maybe we did some good here....

Mark Townsend <markbtownsend_at_comcast.net> wrote in message news:<sV_lc.25172$IG1.1087824_at_attbi_s04>...
>
> However, everything that comes across this NG (in particular) IS being
> read, and where possible, practical and prudent, IS being acted on. Some
> of the recent citations lately would include the 9.2.0.4 patch problem,
> Linux installation documentation, and, indeed, the recent Metalink feedback.

Well, here is some more (hopefully constructive) feedback.

Recently, there was a Note ("Global Product Support Introduces Refined TAR Resolution through Globalization!") that said this:

"Now, because we have automation that constantly monitors MetaLink queues but not voice mailboxes, you'll receive a faster response by updating your iTAR through MetaLink. We've separated phone handling from technical service to provide youwith faster resolution while still ensuring that you can talk to a live person in case you need to call back on an existing issue. "

What I've seen happen is, I spend all day gathering the information for submitting a tar, submit it near the end of my day, it apparently gets picked up by someone at the begining of their shift, so subsequent communications wind up being 15 hours apart. Since the first several communications are usually generic "let's get on the same page" sorts of things, this means the issue doesn't really start to be resolved for several days. Here is the time stamps for a recent exchange (that to me doesn't appear to be even started yet):

06-MAY-04 00:07:18 GMT
Initial submission, my end of day.

06-MAY-04 00:25:46 GMT
@wip

06-MAY-04 01:56:52 GMT
Hello Joel,
...

06-MAY-04 01:58:47 GMT
Email Update button has been pressed: Sending email to joelgarry

06-MAY-04 17:32:37 GMT
New info :
 Update with info, my morning...

07-MAY-04 01:40:21 GMT
Hello Joel,
...

07-MAY-04 01:40:41 GMT
Email Update button has been pressed: Sending email to joelgarry

07-MAY-04 16:35:23 GMT
New info :
 Update with info, my morning...

After several rounds of this, the analyst wants to get on the phone. As one analyst recently put it, "Can I give you a call? Are you available? This email ping-pong session we've got going on is getting in the way of a useful dialog."

And yet, I prefer doing it through email or tar updates because of the self-documenting nature of those media vs phone or webex (although both webex and phone can be very useful for demonstrating or describing problems or solutions rapidly). Transcriptions of phone conversations seem to miss things. There is definitely value in being able to go back months or years later and see the complete problem and solution, both for customers and support analysts working on other customers' similar problems. The people working for the customers may also not be employees of the customers.

Which brings me to another mystery, namely that Oracle appears to be tightening up on tar access. I'm worried that tars may disappear to me as CSI's expire. Does this mean I need to start archiving everything myself?

BTW, I _like_ talking to analysts on the phone. It just works better if the conversation starts on the same page, or if the analyst happens to be expert on the issue. In general it seems that some research must be done on both sides before a useful conversation can take place. I'm not going to call unless I'm confident that it will be productive. Or frustrated with the lack of response.

jg

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