Re: ORACLE TECH SUPPORT. NONEXISTENT

Gary B. Page - Chicago (gbp_at_godel.denver.ssds.com) wrote:
: 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?

: As soon as this thread came up, I would have written an open apology to the
: customer involved, I would have gotten his problem solved, then I would have
: done something about the support lines.
 

: I would also ask my customers, represented here on the net, what would make
: them think Oracle had good service. This is every bit as much a requirements
: problem as any software system. You have to find out what the requirements
: are. Then you have to be innovative. How about a WWW server for answering
: common questions?

It seems that Oracle is back to the old habit of ignoring its customers. Not only the technical support does not work, but we cannot even get Oracle sales person to return our calls, when we want to place 50K order with them.

We are to port our databases to a number of new servers. This requires moving the old licenses to the new hosts. Oracle reps complained, that it causes them to much work to do it. Initially they supplied us with wrong quotes, as they used 2 of the old CSI's for one new license (you are allowed only to move one old license to one new server). When we found this error after discussion with another sales person, they accused us of implementing to many changes in our order and stopped responding to our calls. Initially they needed about 1 - 2 weeks to answer our questions. Now they haven't responded for the last 3 weeks. The whole process of ordering the product has already taken the last 3 months.

If you are planning to move to a new platform, be prepared for a lengthy process of waiting till they will be kind enough to accept your company money.

Anybody out there with an idea how to force Oracle to accept 50K?

I am not going to bother them with ordering small items, like SQL*Forms or SQL*Report. I understand that it would be too demanding. I just need the database.

As a consultant I cannot recommend Oracle to my customers now, as I cannot get any responce from them, even when I try to hand them money. From technical point of view Oracle is a strong product. However Oracle sales organization is below civilized level. Oracle technical support simply does not exist, except when the production system is down. If disaster happens, they usually respond very well.

In my experience Canadien Oracle sales force worked much better. What do they need to wake up here?

                                                Edwin Kuprienko

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