Re: ORACLE TECH SUPPORT. NONEXISTENT

In article <1363_at_teldata.uucp>, Joubert Berger <joubert_at_teldata.UUCP> wrote:
>In <2pq17a$fg4_at_crcnis1.unl.edu> nolan_at_helios.unl.edu (Michael Nolan) writes:
>
>>In comp.databases.oracle you write:
 

>>>I placed a call into Oracle over a week ago and have
>>>been unable to reach a tech any of the many times I called
>>>(sitting on the phone for a 1/2 hour) and have received absolutely
>>>NO call back. At this point I feel I have been had, not to mention
>>>that Oracle is reneging on their support contract. We should have
>>>stayed with INFORMIX.
>
>Make sure that when you to talk to a support person that they take ownership
>of the tar. In that case, when you call back on that tar and you do not get
>the support person, at least he is sent a notice that you contacted him.
>
>I found this out a couple of weeks ago. I was told that if they don't take
>ownership of the tar it just sits there until someone gets to it and there is
>a big backlog.
>
>I got this info after complaining to the manager of the support center. Maybe
>that is a good way to go to get a immediate response.
>
> Joubert
>--
>Joubert Berger | Email:
>Teldata Computer Industries, Inc.| joubert_at_teldata.uucp
>Atlanta, Georgia (404) 256-2166 | joubert%teldata.uucp_at_mathcs.emory.edu
> | {rutgers,ogicse,gatech}!emory!teldata!joubert
After calling my sales rep I did finally get a response. I have since called support several times and each time leads to an escalation. Then it takes some time to receive a call.
 The above incedent was my first encounter in which I called repeatedly over a week to get some response on my TAR. I found that very frustrating and even enfuriating. I have also found some in-house support which has been very helpful leading to an actual database creation.  It appears that in some respects the product we purchased is a work in-progress as far as admin setup is concerned. Maybe the dev tools will make up for it.

-- 
Michael J Matthews      201-326-5212
ATT Corporate ITS International (until next re-org)
attmail!mjmatthews/[att]!attibr!atti14!mjm
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