Re: ORACLE support experiences ???

O.K. Here's my take on the Oracle customer support issue..

Dealing with Oracle's customer support is a lot like getting medical services from an HMO. You must be firm, committed, and authoritative!

First, make sure you've done your homework. Anticipate the simple solutions and try them out yourself before calling the hotline.

Then, call. You're not the only one who's been kept on hold for a long time. I maintain trouble call log sheets that include the TAR number, the CSI number, the name of the analyst and the date of the initial call, any call backs, and the date the TAR was closed. I also include a description of the problem, the solution and I attach any trace files, FAXes from Oracle, etc.

If they can't answer your call the first time, don't (I repeat, DON'T) wait for them to call you back. Every time you call back on a TAR (even if you don't actually talk to the analyst) you escalate the TAR. Every morning when I get to work, I call back on any outstanding TARs.

When you're satisfied, call back and close the TAR. If they give you an answer that you have doubts about, don't let them close the TAR for you. Test their solution and if it doesn't pan out, call back!

If you don't get satisfaction from the analyst you've been working with, you can ask to speak to the duty manager. This can be quite handy at speeding things along.

Also, if they send you a FAX survey for customer support (I've gotten several in the last couple of months), be sure to fill it out. Be honest (brutally if necessary). These surveys have a direct impact on the analysts' raises and bonuses, so it's an effective way to make your displeasure known.

I've been working with Oracle for several years and have had reasonably good response from support. The Unix group is especially helpful. Usually, I get a answer the same day, or the next. Rarely do I wait more than a week (and that's usually on obscure stuff for their newer versions).

One last thing, be cheerful and curteous to the folks on the other end of the line. Venting over the phone (while it may make you feel better) rarely achieves a positive result.

judie
stroup_at_ops195.lmsc.lockheed.com

Oh ya...my opinions, not my employer's. Received on Wed Nov 29 1995 - 00:00:00 CET