Path: text.usenetserver.com!out02b.usenetserver.com!news.usenetserver.com!in02.usenetserver.com!news.usenetserver.com!postnews.google.com!i76g2000hsf.googlegroups.com!not-for-mail From: joel garry Newsgroups: comp.databases.oracle.server Subject: Re: Oracle support is sub-optimal Date: Mon, 7 Jul 2008 10:20:53 -0700 (PDT) Organization: http://groups.google.com Lines: 58 Message-ID: <6a687278-b316-4d4a-b254-4df8fb9dfc57@i76g2000hsf.googlegroups.com> References: NNTP-Posting-Host: 75.49.200.201 Mime-Version: 1.0 Content-Type: text/plain; charset=ISO-8859-1 Content-Transfer-Encoding: quoted-printable X-Trace: posting.google.com 1215451253 18000 127.0.0.1 (7 Jul 2008 17:20:53 GMT) X-Complaints-To: groups-abuse@google.com NNTP-Posting-Date: Mon, 7 Jul 2008 17:20:53 +0000 (UTC) Complaints-To: groups-abuse@google.com Injection-Info: i76g2000hsf.googlegroups.com; posting-host=75.49.200.201; posting-account=tpQovAkAAABNoH5bwsZAiff2L0zxGwdv User-Agent: G2/1.0 X-HTTP-Via: 1.0 ISA2K4-OC1 X-HTTP-UserAgent: Mozilla/4.0 (compatible; MSIE 6.0; Windows NT 5.1; SV1; InfoPath.1),gzip(gfe),gzip(gfe) Xref: usenetserver.com comp.databases.oracle.server:446317 X-Received-Date: Mon, 07 Jul 2008 13:20:53 EDT (text.usenetserver.com) On Jul 4, 9:48=A0am, "gym dot scuba dot kennedy at gmail" wrote: > I used to be a big fan of Oracle support. =A0When I had some very sticky > situations they came through. =A0Now they have so segmented it that your > Severity 1 SR is passed around non-stop. =A0Actually, it is with a lot of > stops. =A0Each 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 som= e > queue. =A0(until you call up and bitch) =A0It shouldn't take over 12 hour= s for a > Sev 1 SR to be resolved. =A0Most of the time has been spent waiting for t= he > next engineer to read the notes and ask for more or more recent logs. (fo= r a > down system, they don't change much) > > Then if it is a "different issue" they open yet another SR. =A0I suspect = that > technique is to make their call resolution look good. (it is a different = sr > at that point) =A0They are shooting themselves in the foot. =A0Our compan= y was > purchased by another company with no Oracle experience and this will lead > upper management to believe the Oracle prodcuts are "sub-optimal". > > Jim I recently had an SR that threatened to do this (not sev 1, though, a pre-production system), but the second SR that was generated was handled by a fellow in Australia who, after a couple of go-arounds which made things worse, really went the extra mile to _not_ handoff the SR as issues arose that he was supposed to handoff. I really appreciated that, he sounded like he was ignoring orders to win the battle. It definitely makes a difference when someone spends years as a real dba before going into support. I can't help but wonder if the strictures involved in an escalation make it more difficult for someone competent, up to their elbows in, it to take ownership of a problem. I also felt for the guy, he was working from home and his toddler was screaming at one point. :-O In the end, he got the job done, and I had a good support call experience, if a bit slower than I would like, but with the proviso it seemed in spite of the procedures, rather than because of them. Then I opened an unrelated support call with another vendor last week, and haven't heard back... jg -- @home.com is bogus. The earplugs, they do nothing! http://gizmodo.com/5022355/crowd+controlling-medusa-ray-gun-puts-voices-ins= ide-your-head