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

Michael J. Hillanbrand II -- Dulcian, Inc. wrote:
> <SNIP>
> Remember it is not the kid three months
> into the job fault that they can not handle your problem.
>
Acutally, I delt with two first-level techs, my inside sales rep, a support manager, and a development-side tech on this one. It wasn't even a technical problem really, we all knew what was wrong. Oracle simply played ping-pong with the request for a month. I am usually very patient with Oracle in the rare case I call upon them to help me with their product, but this proved to be a bit much.

> 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.
>
Unfortunately, I only have a digital line to my office. Thus I cannot directly access RTSS. To get around this, I use the e-mail system to create, update, and view TARs. The trouble is that SUPREQ seems to work only 50%-60% of the time. It seems to have a horrible time communicating
with the RTSS server (no, I didn't send the request in during scheduled backup times).

> Maintain contact with your local Sales Org. somebody there gets paid to
> do followup and sanity checks to prevent what you are seeing.
>
Oh yeah, the lady with the pager. I believe I've seen her once and she is
most difficult to find.
>
> The support techs are stuck with their system as well.
>
True. I'm not ranting at the techs specifically, just the organization.

> 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.
>
Also true. I'm having to program around a SQL*Net flaw in this NT port that serves as my development machine. This, as you might guess, is not the most efficient way to attack the problem.

> 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.
>
This was done in this case. I was escalated into oblivion.

> 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.
> Contact me for Newsletter ads, articles, book reviews & Website Info.

Still, thanks for the advice. You've raised a number of valid points and reminded me that Oracle, like most corporations (except maybe Microsoft), is manned by humans. Airing my situation to the news group just gives me a chance to see if I am or am not alone in the boat. It also
lets me blow off enough steam to keep from doing something foolish, like changing DBMS platforms.

Thank you Michael and all for listening, objecting, and suggesting. I appreciate the time and effort.

Cordially,

Jonathan Lent Received on Fri Aug 16 1996 - 00:00:00 CEST