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

From: <>
Date: Wed, 13 Apr 2011 13:21:07 -0400
Message-ID: <>

Interesting co-incidence. One of the better, even best, responses I got here in the US was from an Australian Analyst.

Hmmm... Your comment just made me remember.

Joel Patterson
Database Administrator
904 727-2546

-----Original Message-----
From: [] On Behalf Of Nuno Souto Sent: Wednesday, April 13, 2011 3:27 AM
Subject: Re: Do you ask the question: How do I work with Oracle Support....?

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.

Nuno Souto
in sunny Sydney, Australia

Received on Wed Apr 13 2011 - 12:21:07 CDT

Original text of this message