Oracle support is sub-optimal

I used to be a big fan of Oracle support. When I had some very sticky situations they came through. Now they have so segmented it that your Severity 1 SR is passed around non-stop. Actually, it is with a lot of stops. Each time they pass it around it takes at least 30 minutes for the next engineer to ask you yet again for the log files you already uploaded. If that engineer goes home then the SR languishes for over an hour in some queue. (until you call up and bitch) It shouldn't take over 12 hours for a Sev 1 SR to be resolved. Most of the time has been spent waiting for the next engineer to read the notes and ask for more or more recent logs. (for a down system, they don't change much)

Then if it is a "different issue" they open yet another SR. I suspect that technique is to make their call resolution look good. (it is a different sr at that point) They are shooting themselves in the foot. Our company was purchased by another company with no Oracle experience and this will lead upper management to believe the Oracle prodcuts are "sub-optimal".

Jim Received on Fri Jul 04 2008 - 11:48:27 CDT