Re: PHONE SUPPORT: No longer possible to get through to PC-Network group at phone support?

mccurdy_at_ucsvax.sdsu.edu (Mike McCurdy) wrote:

>I called the PC-Network group yesterday and waited on hold for about 15
>minutes, only to receive a message that I should leave a phone message and
>would be called back.
 

> * I shouldn't have to wait on hold for 15 minutes to leave a phone message
> * No one has called back - 24 hours later.
> * Are there any tricks to getting through to the PC-Network group
 

>I'd like to see some discussion on Oracle telephone support in this forum
>for the purpose of forcing them to hire more people (at the very least, at
>the front line level to quickly take and acknowledge calls) and to give
>some food for thought to those people trying to decide which database
>software to purchase.
 

>I just got through with holding and leaving another phone message - it
>only took 8 minutes today; they must have reduced the timeout or
>something.
 

>--
>Mike McCurdy mccurdy_at_ucsvax.sdsu.edu
>AIX/VMS System Management
>Oracle Database Administration
>University Computer Operations
>San Diego State University

Its even difficult to get help when they do call back. I have gotten somewhat better response by using RTSS, but in Network they seem to want to clear the TARS rather then providing real help. I have been told things like:
"It hasn't been tested under WIN-OS/2" (Product was part of an OS/2 install)
"You need a new resource file for DOS from IBM" (Missing resource has same version number has main product)

etc. , etc.

I did have good support from mcaldwell (E-Mail name) on getting the oracle.ini file configured correctly for SQL*Net V2 and one time I did get some good information on system resource usage for my Unix box, but these are the exception rather than the rule.

My suggestion is to escalate the call to the Duty Manager I that doesn't work then maybe V.P of Support, Randy Baker and your sales reps. Otherwise, maybe lots of posts here, and if you have CompuServe access, posts to the Oracle Support Forum.

DBA, Marcus J Lawrence Medical Center Received on Mon Nov 20 1995 - 00:00:00 CET