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From: hpuxrac on 4 Jul 2008 16:12
On Jul 4, 3:27 pm, "gym dot scuba dot kennedy at gmail"
<kenned...(a)verizon.net> wrote:

snip

> I hope Oracle isn't going the way of the Detroit Auto makers of the early
> 80's until very recently.  Think you have no competition and then just have
> quality and customer service suck.

Ummm well not exactly. Financially oracle looks like they will be
doing well for the long term ... not a direct or relevant analogy
probably.

>  I remember when Ihad a critical SR (TAR
> then) about 10 years ago.  I worked non-stop with Oracle techs and once they
> were able to reproduce the problem I had a patch within 4 hours.

In dog years 10 years ago working with oracle support was a lot longer
eh?

>> If the puppet heads are listening they are taking their eye off the ball..
> Customer support is not good.  It should be outstanding if I am down.  I
> understand call deflection for less serios issues, but heck, my production
> db is down.

Good luck Jim. On the 4th of July with a real sev 1 ... all I can do
is keep my fingers crossed for you. I cannot imagine that many of the
talented support staff will be handling problems today.
From: Mladen Gogala on 4 Jul 2008 17:03
On Fri, 04 Jul 2008 12:20:14 -0700, hpuxrac wrote:


> Apparently they know that.

That's because they're listening.



--
http://mgogala.freehostia.com
From: DA Morgan on 5 Jul 2008 12:45
sybrandb(a)hccnet.nl wrote:

> Too bad for you. On the other hand, probably Daniel shouldn't have
> posted this e-mail address in a public forum. Mr. Warhoe might receive
> much more similar requests in the future.
> I notice people have started to post 'SRs' at OTN, because 'Metalink
> is too slow'

David's job, at Oracle, is support evangelist. He is part of a
forward facing group that speaks at OpenWorld, Collab, and
conferences such as mine where he freely gives out his contact
information. Slides from his past presentations are on the
internet and they too contain it.

David's job is to identify unhappy support customers and get
the problems, with support services, fixed so they don't happen
again. He, and other members of his group who I know, all like
hearing from customers who are having long-term issues with
Oracle Support Services so they can address them.
--
Daniel A. Morgan
Oracle Ace Director & Instructor
University of Washington
damorgan(a)x.washington.edu (replace x with u to respond)
Puget Sound Oracle Users Group
www.psoug.org
From: ThanksButNo on 7 Jul 2008 20:00
On Jul 7, 10:20 am, joel garry <joel-ga...(a)home.com> wrote:

> In the end, he got the job done, and I had a good support call
> experience, if a bit slower than I would like, but with the proviso it
> seemed in spite of the procedures, rather than because of them.

You should probably contact the fellow's supervisor and let it be
known that you really appreciate it when one their employees goes the
extra mile. That could mean the difference between getting more
support like that, or ...

> Then I opened an unrelated support call with another vendor last week,
> and haven't heard back...

.... or more like this.
From: joel garry on 9 Jul 2008 12:13
On Jul 7, 5:00 pm, ThanksButNo <no.no.tha...(a)gmail.com> wrote:
> On Jul 7, 10:20 am, joel garry <joel-ga...(a)home.com> wrote:
>
> > In the end, he got the job done, and I had a good support call
> > experience, if a bit slower than I would like, but with the proviso it
> > seemed in spite of the procedures, rather than because of them.
>
> You should probably contact the fellow's supervisor and let it be
> known that you really appreciate it when one their employees goes the
> extra mile. That could mean the difference between getting more
> support like that, or ...

There was some button like "do you want to nominate this guy for
superhero of the year" or something in the feedback survey.

>
> > Then I opened an unrelated support call with another vendor last week,
> > and haven't heard back...
>
> ... or more like this.

Finally heard back from them. On one of two issues.

jg
--
@home.com is bogus.
Who wrote your filesystem? http://www.sfgate.com/cgi-bin/article.cgi?f=/c/a/2008/07/07/BAN011LDR8.DTL

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