Re: ORACLE TECH SUPPORT. NONEXISTENT

Michael Nolan (nolan_at_helios.unl.edu) wrote:
> gbp_at_godel.denver.ssds.com (Gary B. Page - Chicago) writes:
> >Michael J Matthews (mjm_at_atti14.atti14.attibr.att.com) wrote:
> ><the latest update in a long string on the state of Oracle support>
 

>>Does it bother anyone else that we haven't seen a response from Oracle to this >>thread?  

> Oracle has no 'official' presence in this newsgroup, but I know that quite
> a few folks at Oracle read it, and suspect summaries get passed on to the
> right folks. Maybe after the AUG guidelines go away July 1st Oracle will
> be more willing and able to participate in an official or at least less
> unofficial sense.

Well, I know there are at least 2 or 3 Oracle folks who read this newsgroup. I've had responses from them on topics such as this, where they do have good responses, but they also cannot argue the fact that most of these accusations are true. I have a feeling they don't believe they can say much that would help the situation out without dealing with individual users, and we all know they shudder at the thought of supporting users at that level!

As a side note, as I have mentioned before, they do agree there is a problem. After hearing a lot about the lack of tech support, one of the Oracle reps was very willing to come out to our user's group and explain what they are doing to remedy it. No doubt their remedies will be implemented in five different phases over six years!

> >Forums like this one are an invaluable aid to a vendor. They can help the
> >vendor know what needs to be fixed, what features people want, and how they
> >compare to the competition. And it is all almost free!
 

> Don't tell anybody at Oracle it is free, they pay a LOT of bucks for their
> Internet access, and you are suggesting making folks read this newsgroup
> as part of their job, which means Oracle is paying them to read news.
 

> That doesn't mean it isn't an excellent idea, but there ARE economic
> considerations involved.

That's not a very good argument for them not having someone "officially" reading this newsgroup. It only takes about 1 minute a day to read this thread. Since it is one of the oldest threads in this newsgroup, it is obvious it is a continuing issue. As far as assigning someone to read this thread and respond to every question, I agree, it isn't a very viable option. It is a newsgroup for users. But if Oracle drops in once and a while it tremendously helps out their PR.

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