Re: Oracle Support is next to useless !
Date: 1996/04/27
Message-ID: <4ls0d6$ahe_at_news-f.iadfw.net>#1/1
Dan I. Nichols <dan.nichols_at_sandiegoca.attgis.com> wrote:
>I can't believe that I'm the only one who experiences this...
>Everytime I have a need to call Oracle support, the same thing happens.
>The analyst will dutifully take down, verbatum, my description of the problem, then claim to have need to
>talk to an "expert". The analyst will promise to call me back, then nothing...for days, weeks, months.
>I have a TAR open that was opened in July of 1995. I get absolutely no response from them. If I call
>back, the analyst is never there, and I'm prompted to leave a message.
>If I call and rant and rave and complain, I'll get a duty manager who will apologize, and say that they have
>been unusually busy lately, and promise to reassign the TAR to another analyst.
>The new analyst will call...dutifully take down, verbatum, my description of the problem...and the whole thing
>starts over again.
>This pattern exists for Oracle Applications issues, tools, DBMS, et al...
>So...I ask you my fellow Oracle professionals. Is this just the nature of the beast ?
>Any suggestions...Am I supposed to offer bribes ?
>-Dan
Sorry; that's not been my experience. I've called in 3-4 TARS in the last few weeks and gotten responses on all of them within 2-4 days. Not speedy, but better than nothing While some of the help has not been top notch or right on, most of them have pointed the right way. Compared to Microsoft's 'everyone else is to blame' chant, Oracle's Support is pretty good. I've found the attitude of the caller has a big part of what kind of service you get. I will say getting any inkling of Oracle's plans for the future or recommendations for BAP strategies is a chore, however.
Michael B. Openshaw
Integrated Medical Networks
(Opinions expressed are my own)
Received on Sat Apr 27 1996 - 00:00:00 CEST