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

From: Lange, Kevin G <>
Date: Thu, 7 Apr 2011 13:28:59 -0500
Message-ID: <>

Working with oracle support is kind of like teaching a small dog not to mess on the carpet. No mater how much repetition you do and how much you teach them, they always seem to go back to their old ways end ending up messing up.  

Of course, thats only my opinion. I could be wrong.

[] On Behalf Of Andrew Kerber Sent: Thursday, April 07, 2011 1:21 PM
Cc:;; mdinh_at_XIFIN.Com; oracle Freelists
Subject: Re: RE: Do you ask the question: How do I work with Oracle Support....?

I am running about 1 good to 5 bad experiences. Currently I have two srs dealing with production crashes, they are not sev 1 only because the systems came back up after the crash, and both have been open for a week or more without even a suggested solution as yet.

On Thu, Apr 7, 2011 at 12:42 PM, Kellyn Pedersen <> wrote:

As I have had extensive time with MOS, as of late, I'll chime in here....
I appreciate support, but I tire of how often I'm repeatedly uploading the same files or uploading a full directory to MOS, as they simply don't know what's wrong and seem to be wasting my time or attempting to keep the SR in my queue.
If they simply don't know, fine, don't waste my time. I have a lot more important things to do than upload tar files all day.. :)


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        From: Wolfgang Breitling <>;         

        To: '' <>;         

        Cc: <mdinh_at_XIFIN.Com>;

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

        Sent: Thu, Apr 7, 2011 1:56:29 AM         

I would second that opinion - although my recent Support experiences don't seem to have reached 10 so I am still waiting for the 1. I've largely given up on Oracle support, especially after a support analyst ( supposedly one of their "top guns" ) wrote this in an SR after reviewing a 10046 trace I sent ( emphasis mine ):


In the TKPROF output which looks at Query Parse, Fetch, and Execute times: CPU is the "Expected Oracle clocked time to perform this step of the query"
Elapsed on the other hand is the "actual time it took to perform the Execution" of the query
Under most circumstances we would expect the CPU and Elapsed time to maintain close to a 1:1 ratio
This means Oracle expects the Clock time to be XXX seconds and the Elapsed time ends up being ~ XXX seconds

At least after challenged on this statement about cpu time in the 10046 trace he corrected his stand.

I tend to let others deal with Oracle support. Life is too short for that kind of aggravation.

At 15:59 4/6/2011, Michael Dinh wrote:

        I get a great experience less than 10% of the time.          

        I have SR opened from 3+ months ago where analyst is clueless.          

        Provided test case and example as well.          

        Attempted to escalate and still have gone nowhere.          


Wolfgang Breitling
Centrex Consulting Corporation <>

Andrew W. Kerber

'If at first you dont succeed, dont take up skydiving.'

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Received on Thu Apr 07 2011 - 13:28:59 CDT

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