From: "Donna J. Molinari" Subject: Re: Terrible Technical Support Date: 1995/08/08 Message-ID: <406uhb$8r1@aimnet1.aimnet.com>#1/1 references: <3vm21i$d92@ixnews7.ix.netcom.com> <90204299wnr@ombomb.demon.co.uk> <3vo0et$sav@jalisco.optimum.net> <274476403wnr@ombomb.demon.co.uk> <3vqhbs$60v@ixnews7.ix.netcom.com> <3vvogp$875@ixnews7.ix.netcom.com> organization: Aimnet Information Services newsgroups: comp.databases.oracle I also have been having problem getting good Oracle Support. I had an issue, and I didn't get called for three weeks, and then they closed it without solving the issue------- I need answers ASAP, not weeks and weeks of no answers at all. I am so frustrated right now, I can't even get to the point of installing Oracle from a CD, because I keep getting errors of "cannot execute binary file of "orainst.cm" after issuing the command ./orainst in the /cdrom/orainst directory...... I need to install Oracle ASAP, but I can't even get close... Each Technical Support person keeps passing the problem on to someone else. I call back and leave voicemail, but don't get a call back... I am very tired of it... I have to get it installed.... time is pressing for me now and I am out of patience. I dread calling Oracle Technical Support, knowing I will have to keep wasting time trying to get help, when I never do...... Donna J. Molinari *************************************** molinari@ACIUS.COM ********** cdg@ix.netcom.com (Craig Kasold) wrote: > > This may not be of any help, BUT ORACLE support is a lot better today > then they were 4-5 years ago. Then you would ALMOST always get into a > 'call back' situation, and they would promise to call you back in 12 > hrs or so (sometimes in 24 hrs), and they would not call for two maybe > three days. I was in a benchmark environment and could not wait that > long, so when the called back I told ORACLE I finally did a work around > or did something to get the problem solved. ORACLE, at that time just > wasted money and time. Today, you at least get someone to answer the > phone and TRY to help. I admit that some of the people do NOT know > what they are doing, but you normally get SOME help, and if you push > hard enough, you do get someone who is EXTREAMLY knowledgable about the > product. > Craig > cdg@ix.netcom.com > > > > In <3vqhbs$60v@ixnews7.ix.netcom.com> gato01@ix.netcom.com (Irvin > Betts) writes: > > > >In <274476403wnr@ombomb.demon.co.uk> "F.Frederick Skitty" > > writes: > > > >> > >>As my learned Australian colleague (Gordon Hooker) said, if Oracle are > >>busy dealing with customers who decided that their data is important and > >>have paid for more than the bogo standard support, then everyone else will > >>have to wait, rightly so. > >> > >>So many companies reach for the phone at the first sign of an error, when > >>they could so easily not have to if they had someone experienced > >in-house to deal with it (or maybe even to prevent it happening in the > >first place > >> > >I disagree with that statement. I have been working with Oracle > >products since version 4 and have had a history of bad technical > >support. In my current position, my company has a 7x24 database > >situation and silver support - we recently had a problem with the > >database and I received the same level of non-support when I called > >re the "downed production system" option....I generally do not call > >Tech Support until I have exhausted all other options - unfortunately, > >most of the time they are unable to help me and I must start contacting > >other oracle people to find an answer. > > > >Right now, I have a problem configuring one of my databases because of > >a bug in their configuration scripts that they are (currently) unwilling > >to fix - causing dangerous delays in completing the final phase of > >a production system upgrade. > >>-- > >While it is true that the situation you described happens, Oracle (non) > >technical support happens even to the good ones. > >> > > > > >