Re: Do you ask the question: How do I work with Oracle Support....?

From: John Scoles <>
Date: Thu, 07 Apr 2011 07:09:48 -0400
Message-ID: <>

  On 06/04/2011 10:45 PM, Robert Freeman wrote:
> So, I wonder if it's fair to judge Oracle support vs. some of the
> brighter minds here. Wolfgang, you and several others here on Oracle-L
> know Oracle to such a degree that your calls to Oracle support are
> probably more likely to be reporting bugs that you have already
> identified, or dealing with truly mystifying issues. Somehow I think
> that if you are opening an SR and sending a 10046 trace file to Oracle
> Wolfgang, I suspect the problem was anything other than simple.
> We all know that remote support can be a difficult proposition. I
> would propose that the complexity of remote support increases in a
> non-linear fashion based on the complexity of the problem. I've also
> found that you can have two very smart people, work the same problem,
> with two totally different answers.
> So, I can understand that there might be a curve of support with
> respect to satisfaction with support based on the experience level of
> the person using support.
> Not to say that Wolfgang should not have gotten sterling support...
> but I'm just sayin'..... :)
> I've always thought that Metalink SR's should include a click box that
> indicates the expertise of the person opening the SR and a resulting
> decision tree comes into play with respect to how the SR is routed.
> That way when Wolfgang files and SR, he can click the super expert box
> and be routed to a super expert right off the bat....

Been there, done that, gave up on it.

Not a good idea at least from the service provider point of view. Seems the customer is always a 'Super Expert', and the issue no matter how trivial can only be solved by another 'Super Expert'

> Just my thinking.
> Robert G. Freeman
> Master Principal Consultant, Oracle Corporation, Oracle ACE
> Author of various books on RMAN, New Features and this shorter
> signature line.
> Blog:
> is just the opinion of one Oracle employee. I can be wrong, have been
> wrong in the past and will be wrong in the future. If your problem is
> a critical production problem, you should always contact Oracle
> support for assistance. Statements in this email in no way represent
> Oracle Corporation or any subsidiaries and reflect only the opinion of
> the author of this email.

Received on Thu Apr 07 2011 - 06:09:48 CDT

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