Re: Oracle support is sub-optimal

"DA Morgan" <damorgan_at_psoug.org> wrote in message news:486EA53D.3010303_at_psoug.org...
> 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: david.warhoe_at_oracle.com about this matter.
> --
> Daniel A. Morgan
> Oracle Ace Director & Instructor
> University of Washington
> damorgan_at_x.washington.edu (replace x with u to respond)
> Puget Sound Oracle Users Group
> www.psoug.org

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