Re: Oracle hits new low (for me) in telephone support

In article <30BBBECC.67F0_at_erols.com>, Todd Luton <tluton_at_erols.com> writes:
> Mike McCurdy wrote:
> >
> > I waited 20 minutes to talk to a front-line person in the PC-networking
> > group and never got ANYONE - I finally gave up. And the Cal State
> > University system is actually paying for this service.
>
> I agree with you that the customer support can be
> horrible at times, especially if you have bronze support.
> Upgrading to silver support for our Forms/Reports helped
> us considerably.
>
> I also took to keeping a log of contacts with tech
> support. Make sure you get their name. I include the time
> of the call, time on hold, subject discussed, etc.
> This way if you call back you can at least locate the
> original person you talked to. This takes some time,
> but it provides a running record of the problem and some
> ammo if feel like complaining.
>
> I am somewhat surprised they are that slow. It seemed to
> me that they were getting much better. I used to sit on
> hold for 45 minutes 6 months ago. Lately its just a
> minute or two, and the tech support pretty competent.

Pity. The response we get downunder, Australia, is very good. We have the same
system the USA's two centres use.

On average I have to say that the response time and quality of the response is good. BUT since the Melbourne support became the 4th Super Support Centre, I have come across some 'dud' ones. When I say 'dud' I MEAN dud. Doesn't even know the difference between a database control file and a loader control/par file. The rest of the guys/gals are good eople to deal with.

We also have a nationwide toll free number.

ta
tony

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