Re: Oracle support is sub-optimal

From: gym dot scuba dot kennedy at gmail <>
Date: Fri, 04 Jul 2008 22:35:33 GMT
Message-ID: <VAxbk.261$P11.140@trndny06>

"DA Morgan" <> wrote in message
> gym dot scuba dot kennedy at gmail wrote:
>> I used to be a big fan of Oracle support. When I had some very sticky
>> situations they came through. Now they have so segmented it that your
>> Severity 1 SR is passed around non-stop. Actually, it is with a lot of
>> stops. Each time they pass it around it takes at least 30 minutes for
>> the next engineer to ask you yet again for the log files you already
>> uploaded. If that engineer goes home then the SR languishes for over an
>> hour in some queue. (until you call up and bitch) It shouldn't take
>> over 12 hours for a Sev 1 SR to be resolved. Most of the time has been
>> spent waiting for the next engineer to read the notes and ask for more or
>> more recent logs. (for a down system, they don't change much)
>> Then if it is a "different issue" they open yet another SR. I suspect
>> that technique is to make their call resolution look good. (it is a
>> different sr at that point) They are shooting themselves in the foot.
>> Our company was purchased by another company with no Oracle experience
>> and this will lead upper management to believe the Oracle prodcuts are
>> "sub-optimal".
>> Jim
> Please email David Warhoe: about this matter.
> --
> Daniel A. Morgan
> Oracle Ace Director & Instructor
> University of Washington
> (replace x with u to respond)
> Puget Sound Oracle Users Group

Will do thanks,
Jim Received on Fri Jul 04 2008 - 17:35:33 CDT

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