Re: PHONE SUPPORT: No longer possible to get through to PC-Network group at phone support?

I agree with your points with not waiting and have dealt with it using various tactics:
- call oracle consultants I have dealt with and have them rattle some cages
- ask for the duty manager when logging a TAR (when it is a pressing issue)
- logging TARS thru the RTSS. This is quicker than waiting on hold (yes, I have waited on-hold for more than 50 minutes for someone, only to have the oracle phone system not allow me to leave a voice-mail and the call-response person (who finally picked up) who took the msg to get to the analyst, not get the msg into the TAR or to the analyst) - using the oracle email server.
- call back. This will raise the priority in the analyst's queue. (I do not know how many times is enough.)
- when leaving a msg, being as anal-retentive as possible so that support has as much info as possible (say, does anal retentive have a comma in it? :-)

i know there are other more guerella-like tactics out there, AND I do not think they should be needed to get to a person (or even leave a msg).
I also know that waiting varies from group-to-group (not just PC support or the latest-released product) and there are groups where I have gotten told where the experience level of the group was not there.

I have found there ARE some very good support people there. When I find these people, I go out of my way to be nice (and sometimes request them). Alot of times, it's the phone system and not the people themselves

I have not found complaining to Oracle to do much good (though it might make me feel better) but I have found the above tactics to help some.

hang in there,
Larry.

Mike McCurdy (mccurdy_at_ucsvax.sdsu.edu) wrote:

: I called the PC-Network group yesterday and waited on hold for about 15
: minutes, only to receive a message that I should leave a phone message and
: would be called back.
 

: * I shouldn't have to wait on hold for 15 minutes to leave a phone message
: * No one has called back - 24 hours later.
: * Are there any tricks to getting through to the PC-Network group
 

: I'd like to see some discussion on Oracle telephone support in this forum
: for the purpose of forcing them to hire more people (at the very least, at
: the front line level to quickly take and acknowledge calls) and to give
: some food for thought to those people trying to decide which database
: software to purchase.
 

: I just got through with holding and leaving another phone message - it
: only took 8 minutes today; they must have reduced the timeout or
: something.
 

: --
: Mike McCurdy mccurdy_at_ucsvax.sdsu.edu
: AIX/VMS System Management
: Oracle Database Administration
: University Computer Operations
: San Diego State University

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