Oracle sup****t is sub-optimal

I used to be a big fan of Oracle sup****t.  When I had some very sticky 
situations they came through.  Now they have so segmented it that your 
Severity 1 SR is passed around non-stop.  Actually, it is with a lot of 
stops.  Each time they pass it around it takes at least 30 minutes for the

next engineer to ask you yet again for the log files you already uploaded.

If that engineer goes home then the SR languishes for over an hour in some

queue.  (until you call up and *****)  It shouldn't take over 12 hours for
a 
Sev 1 SR to be resolved.  Most of the time has been spent waiting for the 
next engineer to read the notes and ask for more or more recent logs. (for
a 
down system, they don't change much)

Then if it is a "different issue" they open yet another SR.  I suspect
that 
technique is to make their call resolution look good. (it is a different
sr 
at that point)  They are shooting themselves in the foot.  Our company was

purchased by another company with no Oracle experience and this will lead 
upper management to believe the Oracle prodcuts are "sub-optimal".

Jim