Re: How to expedite your Support call

In article <1994Sep22.112556.1_at_us.oracle.com>, <comet_at_us.oracle.com> wrote:

>>
>Here's how to expedite your call to Oracle WorldWide Support.

  <useful, correct information deleted>

Another suggestion I have for getting a call back is to call your sales rep. They seem to have some influence in getting your TAR worked on.

>Remember that Oracle support analysts are human--we appreciate courtesy
>and if you solve your problem, please call back to close your TAR.
>As an organization, Oracle is committed to giving high-quality service.
>To this end, we have been hiring more people and training them.

I am glad to hear this. If I have ever been discourteous to any of the people I have spoken with, I publicly apologize.

My primary complaint with Oracle Support is that they just don't call me back within any kind of time frame that is reasonable. I understand that the department is under-staffed, and that (judging from your description of the work environment) it might not be the funnest job in the world, so they have trouble keeping good support people. Unfortunately, my reply to this be that I DON'T CARE. I pay for support, not for excuses. I wouldn't mind as much if my company was billed for the time that Oracle spends on my TARS, but we pay a flat rate - somewhere around $6000 (US) a year for our 2 licenses.

Also, I know that some TARS simply are unsolvable, but many are caused by incorrect installation procedures, etc. Tell your documentation people to get on the ball. Have a third party test the procedures - something, anything - I DON'T CARE, but correct your procedures so that you can get on to the "real" problems.

I do thank you for the information regarding the process of recording a TAR, and look forward to an Oracle WWW Server.

-- 
Andrew McConnell             "Ford!" he said, "there's an infinite number of
Voice: (304) 594-9819      monkeys outside who want to talk to us about this 
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