!!!!!!RANT!!!!!!!
From: Jonathan Lent <jlent3_at_jcpenney.com>
Date: 1996/08/12
Message-ID: <320F9EF1.56EE_at_jcpenney.com>#1/1
I apologize in advance to the user community for using server space for a customer-service issue. It's just that certain eyes and ears on comp.databases.oracle report directly back to Oracle Corp. itself, and I would like to make sure that this is at least semi-productive.
It is ridiculous that I have to resort to a public newsgroup to get Oracle's attention when the same people making daily posts out here take three to seven days to reply to a post on Oracle's private support servers (OracleMERCURY, OracleSupport).
What exactly is an average turnaround time for a simple problem submitted to Oracle's techs? Even something as simple as a screwed up ZIP file seems to leave the people at OracleMERCURY wandering around for weeks promising to look into the problem. I had someone in Electronic support VERIFY the problem and say it would be look into by the techs. 3/4 of a month later, they are still "looking into" the problem. What problem?!?!? It's a corrupted ZIP file for crying out loud.
Can anyone actually get a patch for Oracle 7 WGS for NT? I'm just curious. The unpatched version I'm using is so desperately in need of a patch that it is unusuable (SQL*Net problem). After failing with the download situation mentioned above, I had to go through three or four layers of people before someone said "oh, I'll mail you the patch". When the package arrived, the CD had fallen out in shipping. This was FedEx's fault, not Oracles. However, when I went back to my inside rep with the story I got another "we're looking into it" response. I haven't heard from her since. I finally resorted to calling in a TAR -- but three days have passed without a peep. As a last resort, I sent a TAR in via SUPPREQ e-mail. As I was writing this, the note came back with a little message attached to the top stating that the DBMS that handles the system couldn't find any space to insert the TAR -- therefore it was trashing my submission.
I understand that large companies generally come with atrocious technical support. I simply have never seen such a high level of coordination problems within a company as sucsssful as Oracle. I'm intensely curious where everyone at Oracle goes when they "look into" something.
Is Jimmy Hoffa there when they go? Does time flow at the same rate in this place as it does here in the real world?
Date: 1996/08/12
Message-ID: <320F9EF1.56EE_at_jcpenney.com>#1/1
First:
I apologize in advance to the user community for using server space for a customer-service issue. It's just that certain eyes and ears on comp.databases.oracle report directly back to Oracle Corp. itself, and I would like to make sure that this is at least semi-productive.
Second:
It is ridiculous that I have to resort to a public newsgroup to get Oracle's attention when the same people making daily posts out here take three to seven days to reply to a post on Oracle's private support servers (OracleMERCURY, OracleSupport).
Third:
What exactly is an average turnaround time for a simple problem submitted to Oracle's techs? Even something as simple as a screwed up ZIP file seems to leave the people at OracleMERCURY wandering around for weeks promising to look into the problem. I had someone in Electronic support VERIFY the problem and say it would be look into by the techs. 3/4 of a month later, they are still "looking into" the problem. What problem?!?!? It's a corrupted ZIP file for crying out loud.
Fourth:
Can anyone actually get a patch for Oracle 7 WGS for NT? I'm just curious. The unpatched version I'm using is so desperately in need of a patch that it is unusuable (SQL*Net problem). After failing with the download situation mentioned above, I had to go through three or four layers of people before someone said "oh, I'll mail you the patch". When the package arrived, the CD had fallen out in shipping. This was FedEx's fault, not Oracles. However, when I went back to my inside rep with the story I got another "we're looking into it" response. I haven't heard from her since. I finally resorted to calling in a TAR -- but three days have passed without a peep. As a last resort, I sent a TAR in via SUPPREQ e-mail. As I was writing this, the note came back with a little message attached to the top stating that the DBMS that handles the system couldn't find any space to insert the TAR -- therefore it was trashing my submission.
In General:
I understand that large companies generally come with atrocious technical support. I simply have never seen such a high level of coordination problems within a company as sucsssful as Oracle. I'm intensely curious where everyone at Oracle goes when they "look into" something.
Is Jimmy Hoffa there when they go? Does time flow at the same rate in this place as it does here in the real world?
Flame away folks. ;)
-Jonathan