Re: Oracle support is sub-optimal

On Sat, 05 Jul 2008 07:39:20 GMT, "gym dot scuba dot kennedy at gmail" <kennedyii_at_verizon.net> wrote:

>
>"DA Morgan" <damorgan_at_psoug.org> wrote in message
>news:486EA53D.3010303_at_psoug.org...
>> gym dot scuba dot kennedy at gmail wrote:
>>> 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
>>
>> Please email David Warhoe: david.warhoe_at_oracle.com about this matter.
>> --
>> Daniel A. Morgan
>> Oracle Ace Director & Instructor
>> University of Washington
>> damorgan_at_x.washington.edu (replace x with u to respond)
>> Puget Sound Oracle Users Group
>> www.psoug.org
>Thanks Daniel,
>I sent him an email. We are still down and now the top muckity mucks on our
>end are screaming at the duty manager. (since we have been down for 30
>hours)
>

Too bad for you. On the other hand, probably Daniel shouldn't have posted this e-mail address in a public forum. Mr. Warhoe might receive much more similar requests in the future. I notice people have started to post 'SRs' at OTN, because 'Metalink is too slow'

-- 
Sybrand Bakker
Senior Oracle DBA