Re: NO Oracle Support

From: Robert Freeman <>
Date: Wed, 10 Nov 2010 05:51:17 -0800 (PST)
Message-ID: <>

>>I really don't see why I should have to socialise with Oracle Staff to get
>>anything done !

You answered your own question - Because you want to get things done. You are dealing with people, bottom line, and some are better, some are worse, some are over worked, some are over their head, some are not feeling well, some are in the middle of 50 other SR's at the same level yours are. Organizations are not perfect, I wish they were. At the end of the day, when we have an urgent problem, we have to navigate the org, for better or worse, to get a solution to your problem. Being focused not upset is probably the emotion that will get you the quickest solution.

The bottom line, respectfully having been a customer for many years, is that if you want to successfully get something done then the appropriate response to slow support response is not to get mad at the people you are working with. Rather, use the system to get the quickest resolution possible. Make it a SEV1, change the analyst, duty manage it, call your sales organization, etc...etc....etc.... focus on the problem, not on being irritated.

Then, once the problem is solved, contact support and sales and let them know about your bad experience and how it's going to impact their bottom line the next time they come calling for license sales.

Please know, I understand your frustration in this case. If you want to send me the SR offline, I'll take a look at it and see if I can figure out why it's getting held up.


 Robert G. Freeman
Master Principal Consultant, Oracle Corporation, Oracle ACE Author of various books on RMAN, New Features and this shorter signature line. Blog:

From: Howard Latham <> To: Robert Freeman <> Cc:; ORACLE-L <> Sent: Wed, November 10, 2010 6:30:35 AM
Subject: Re: NO Oracle Support

We PAY for Oracle Support. EVERY YEAR. This is the first time my SR or Tar (in 25 years) has just been ignored. I really don't see why I should have to socialise with Oracle Staff to get anything done !

On 10 November 2010 13:24, Robert Freeman <> wrote:

While the Oracle Support machine can be difficult to deal with sometimes, if you are getting really bad support there are things you can do. First, ask to have your case duty managed. This will accelerate the level of support. If you are not happy with your analyst, then ask for a new one.

>If you are still not happy with support, call your sales rep and tell them
>what's going on. They can usually back channel some priority to your case to
>support. We do this all the time in my group (granted, some of our customers are
>pretty well known!)
>Another thing you can do is socialize with Oracle people. This takes time, but
>as you meet Oracle people, get their cards, know who they are, who they work for
>and be prepared to pull strings left and right The sales organization, in
>particular, can be an effective lever to pull when you are under the gun and
>need help ASAP.
> Robert G. Freeman
>Master Principal Consultant, Oracle Corporation, Oracle ACE
>Author of various books on RMAN, New Features and this shorter signature line.

From: "" <>
>To: howard latham <>; ORACLE-L <>
>Sent: Wed, November 10, 2010 4:39:53 AM
>Subject: Re: NO Oracle Support
>We haveb an open sr for 2 months all we get from them is "we are looking into
>it" from a month ago. We have to rebuild a 4 terabyte test db.
>The old days of calling support and knowing the call takers and speaking
>dirrectly yo a develope are gone, they have just grown too big and impersonal.
>I have almost 20 yrs doing this.
>Sent from the crackberry, so please excuse the typos and terseness.

  From: Howard Latham []
> Sent: 11/10/2010 10:21 AM GMT
> To: ORACLE-L <>
> Subject: NO Oracle Support
>Regrettably I have had to type this into an SR raised yesterday.
>Oracle Products for 25 years. This is the worst I have ever been treated by you.
>We have decided to rebuild our standby due to the wait imposed by you to help
>Howard A. Latham
>Sent from my Nokia N97
Howard A. Latham

Sent from my Nokia N97
Received on Wed Nov 10 2010 - 07:51:17 CST

Original text of this message