Re: Do you ask the question: How do I work with Oracle Support....?
Date: Wed, 13 Apr 2011 09:48:28 +0200
Message-ID: <BANLkTinwfB3wCPaYfy9Bq=DfcnrMWAu2yw_at_mail.gmail.com>
I opened a SR 48 hours ago for a JDBC question/issue and all I got was Work In Progress since 47 hours ago!
The knowledge quality is poor, response time is poor, ability to interpret the questions is poor even the website speed is poor!
On Wed, Apr 13, 2011 at 9:27 AM, Nuno Souto <dbvision_at_iinet.net.au> wrote:
> Jared Still wrote,on my timestamp of 13/04/2011 2:00 AM:
>
>
> It's been some time since I have opened an SR. I avoid it if at all
>> possible.
>>
>
> Same here. Usually only sev2 and higher.
>
>
> Great experiences: An Oracle support person (in Australia) helped me to
>> open a
>> database
>> which I had stupidly screwed up. He was most helpful and very
>> knowledgeable.
>>
>
> I'll second that. Being in Australia myself, I tend to get answered within
> the local time window. Which means I get someone local. The last 5 calls
> have all resulted in my marking the person very high in the subsequent
> "survey". Not just because he/she deserved it, but also because I got a
> high quality response, helpful, and a timely resolution. Made it all
> worthwhile.
>
>
>
> Poor experiences: Several of these: spend 1-2 hours carefully documenting
>> a
>> problem,
>> 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
>> documentation.
>> (This is not just an Oracle problem, but an industry problem - seen it
>> elsewhere
>> as well)
>>
>
> Aye... IBM, Microslop, EMC and so on have all been guilty of this with us.
>
> --
> Cheers
> Nuno Souto
> in sunny Sydney, Australia
> dbvision_at_iinet.net.au
>
> --
> http://www.freelists.org/webpage/oracle-l
>
>
>
-- http://www.freelists.org/webpage/oracle-lReceived on Wed Apr 13 2011 - 02:48:28 CDT