Re: Incompetent Oracle Support
Date: Sat, 24 Jul 2010 05:39:04 -0700 (PDT)
Message-ID: <eee5db8d-8b7f-47f0-bd09-c92d87ae64ac_at_x21g2000yqa.googlegroups.com>
On Jul 23, 9:35 am, John Hurley <hurleyjo..._at_yahoo.com> wrote:
> Mladen:
>
> # They used to be good, not any longer. I have a SR opened because of
> node eviction, the SR is level 2, nobody is responding for days. I
> called in on Tuesday, they opened a new SR, despite my strong
> objections, and nobody is working on it.
>
> My experience in the last several years is that pretty much nothing
> gets worked on that is not at Sev 1.
>
> Even at Sev 1 ... you roll the dice if you get someone with the
> experience and authority to know how to actually work an issue.
>
> In most cases it seems like you have to get it at Sev 1 and then at
> some point escalate thru a phone call from a manager and ask them
> nicely to get it placed with someone competent and experienced.
We have not entered more than a few SR's in the last year none of which were Sev 1 and support has responded. However, based on the solution some of the responses have been slower than would seem necessary. Unfortunately, I believe you are at the mercy of the problem assignment process to which analyst you get.
First off I suspect that a big part of the problem is that many of the analysts are not that knowledgable and your problem may fall outside the analysts experience level. Then there is what may be the more serious issue in that I believe that many of the analysts already have more SR's assigned to them than he or she can respond to in a timely manner.
I do not know how many times I have seen a post on OTN or in the Oracle Support Community forums which recommended the poster open an SR for questions that were asking for answers that amount to opinions on how something should be approached and could have been answered by reading the manual and considering the manual information in relation to the user enfironment. I suspect that Oracle support is buried under SR's for topics that can be answered directly from the manuals.
The way I see it we are stuck. There is no way a major business can afford to run without a support contract cause you need access to the bug fixes and support in the event you run into a reoccurring problem. We have had to patch or upgrade our way out of problems in the past and the need to do so again in the future cannot be discounted.
IMHO -- Mark D Powell -- Received on Sat Jul 24 2010 - 07:39:04 CDT