Incompetent Oracle Support
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From: Mladen Gogala on 23 Jul 2010 09:17 They used to be good, not any longer. I have a SR opened because of node eviction, the SR is level 2, nobody is responding for days. I called in on Tuesday, they opened a new SR, despite my strong objections, and nobody is working on it. One would think that for 22% of otherwise expensive licenses per year, the customer would be entitled to a better support, but this is below any reasonable standard. Combined with the infuriating flash portal, this really annoys me to no end. -- http://mgogala.byethost5.com
From: John Hurley on 23 Jul 2010 09:35 Mladen: # They used to be good, not any longer. I have a SR opened because of node eviction, the SR is level 2, nobody is responding for days. I called in on Tuesday, they opened a new SR, despite my strong objections, and nobody is working on it. My experience in the last several years is that pretty much nothing gets worked on that is not at Sev 1. Even at Sev 1 ... you roll the dice if you get someone with the experience and authority to know how to actually work an issue. In most cases it seems like you have to get it at Sev 1 and then at some point escalate thru a phone call from a manager and ask them nicely to get it placed with someone competent and experienced.
From: Steve Howard on 23 Jul 2010 20:24 On Jul 23, 9:17 am, Mladen Gogala <gogala.mla...(a)gmail.com> wrote: > They used to be good, not any longer. I have a SR opened because of node > eviction, the SR is level 2, nobody is responding for days. I called in > on Tuesday, they opened a new SR, despite my strong objections, and > nobody is working on it. One would think that for 22% of otherwise > expensive licenses per year, the customer would be entitled to a better > support, but this is below any reasonable standard. Combined with the > infuriating flash portal, this really annoys me to no end. > > --http://mgogala.byethost5.com I have thought this for some time. I always laugh whenever they purchase another company and suggest one of the benefits is customers will now experience Oracle's "world class support". LOL! Ironically enough, the guy that I thought was originally canned last November after the MOS debacle had an *excellent* writeup on his blog on how to effectively work with Oracle support. I saved the content on the outside chance he would be fired after his dumb comments about customers not supporting the move to flash. It really becomes a quasi full time job to work SR's. I find I have to commit at least two hours per day just to methodically review open SR's and target each one based on what I think of the support analyst up to that point in the life of that particular SR. I laugh when I think about it some times :)
From: Mark D Powell on 24 Jul 2010 08:39 On Jul 23, 9:35 am, John Hurley <hurleyjo...(a)yahoo.com> wrote: > Mladen: > > # They used to be good, not any longer. I have a SR opened because of > node eviction, the SR is level 2, nobody is responding for days. I > called in on Tuesday, they opened a new SR, despite my strong > objections, and nobody is working on it. > > My experience in the last several years is that pretty much nothing > gets worked on that is not at Sev 1. > > Even at Sev 1 ... you roll the dice if you get someone with the > experience and authority to know how to actually work an issue. > > In most cases it seems like you have to get it at Sev 1 and then at > some point escalate thru a phone call from a manager and ask them > nicely to get it placed with someone competent and experienced. We have not entered more than a few SR's in the last year none of which were Sev 1 and support has responded. However, based on the solution some of the responses have been slower than would seem necessary. Unfortunately, I believe you are at the mercy of the problem assignment process to which analyst you get. First off I suspect that a big part of the problem is that many of the analysts are not that knowledgable and your problem may fall outside the analysts experience level. Then there is what may be the more serious issue in that I believe that many of the analysts already have more SR's assigned to them than he or she can respond to in a timely manner. I do not know how many times I have seen a post on OTN or in the Oracle Support Community forums which recommended the poster open an SR for questions that were asking for answers that amount to opinions on how something should be approached and could have been answered by reading the manual and considering the manual information in relation to the user enfironment. I suspect that Oracle support is buried under SR's for topics that can be answered directly from the manuals. The way I see it we are stuck. There is no way a major business can afford to run without a support contract cause you need access to the bug fixes and support in the event you run into a reoccurring problem. We have had to patch or upgrade our way out of problems in the past and the need to do so again in the future cannot be discounted. IMHO -- Mark D Powell --
From: John Hurley on 24 Jul 2010 08:59
Mark: # The way I see it we are stuck. There is no way a major business can afford to run without a support contract cause you need access to the bug fixes and support in the event you run into a reoccurring problem. We have had to patch or upgrade our way out of problems in the past and the need to do so again in the future cannot be discounted ... Well when you think about it the DBAs who have been around and have experience are at a premium. Big companies ( and small and medium sized ones who can pay in the range that the marketplace proves out ) will find out sooner or later that they need DBAs that can self service their Oracle systems. I only volley an item into Oracle support when I see no other alternative. It is a last choice ... but one that can and needs to be done from time to time. |