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

From: David Fitzjarrell <>
Date: Tue, 12 Apr 2011 11:33:51 -0700 (PDT)
Message-ID: <>

It's been my observation that the Oracle Support analysts aren't really 
different from us (outside of the access they have to  internal documents we 
can't see) so the comment that support experiences are a 'crap shoot' is preety 
much on-target.  You can get an analyst who knows Oracle well or you can get one 
that may not know as much as you do (which is  not a slam, just an 
observation).  I've had great experiences with Oracle support personnel and I've 
had dismal experiences as well.

You pay  your money, you take your chances.  :D
David Fitzjarrell

From: Michael McMullen <>
Sent: Tue, April 12, 2011 10:48:21 AM
Subject: RE: Do you ask the question: How do I work with Oracle Support....?

I’ve always suspected that this was just a way for agents to meet their targets. 
Answer in a certain timeframe but don’t help,


Poor experiences: Several of these:  spend 1-2 hours carefully documenting a 
and then get a phone call asking to explain what was wrong.  I can't tell you 
how many
times I have been asked a question that was clearly shown in the uploaded 
(This is not just an Oracle problem, but an industry problem - seen it elsewhere 
as well)

Jared Still
Certifiable Oracle DBA and Part Time Perl Evangelist
Oracle Blog:
Home Page:
Received on Tue Apr 12 2011 - 13:33:51 CDT

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