Re: !!!!!!RANT!!!!!!!

Jonathan Lent wrote:
>
> First:
> ======
> I apologize in advance to the user community for using server space
 stuff deleted
> Flame away folks. ;)
>
> -Jonathan

Get Thee to thy User Group!!!

Recommendation 2.

Think of tech support (anywhere) as being on a report card. They are marked on certain things.
# of calls on original problem in a specified period.

   2 Calls an hour over a three hour period will normally escalate a call.
  The phrase "let me speak to a manager" (or for oracle duty manager) calmly and politely delivered. Remember it is not the kid three months into the job fault that they can not handle your problem.

You can also view and update a TAR directly via RTSS, I like it better than SUPREQ since I get to see if the rep got it right, I can correct it myself. They will often mention if cliet/customer was rude and obnoxious. I try to make sure they only can accuse me of insistent.

Maintain contact with your local Sales Org. somebody there gets paid to do followup and sanity checks to prevent what you are seeing. (In many cases I have had reps have the disk mailed to them and then they would deliver it.

The support techs are stuck with their system as well.

Oracle , and other houses do seem to understand PRODUCTION DOWN - well what is production? My development instance is production - for my expensive developers - we know what it is costing / hour when they can not function.

Simply ask the rep to escalate the call. That you do not feel you are getting a solution fast enough. Thank them for their time and effort.

Somehow somebody at the user group knows more and how to get things done - it may even be someone from Oracle.

-- 
______________________________________________________________________
Michael J. Hillanbrand II                                Dulcian, Inc.
                   Oracle Data Base Administration
Voice: 215-773-7307                               Fax:    610-277-2966
mjhii_at_pop.erols.com                         mjh_at_salts.icpphil.navy.mil
                Delaware Valley Oracle Users Group, Inc.
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