Re: Oracle support is sub-optimal

From: <>
Date: Sat, 05 Jul 2008 13:49:10 +0200
Message-ID: <>

On Sat, 05 Jul 2008 07:39:20 GMT, "gym dot scuba dot kennedy at gmail" <> wrote:

>"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
>Thanks Daniel,
>I sent him an email. We are still down and now the top muckity mucks on our
>end are screaming at the duty manager. (since we have been down for 30

Too bad for you. On the other hand, probably Daniel shouldn't have posted this e-mail address in a public forum. Mr. Warhoe might receive much more similar requests in the future. I notice people have started to post 'SRs' at OTN, because 'Metalink is too slow'

Sybrand Bakker
Senior Oracle DBA
Received on Sat Jul 05 2008 - 06:49:10 CDT

Original text of this message