Re: Oracle sup****t is sub-optimal

"DA Morgan" <damorgan@[EMAIL PROTECTED]
> wrote in message 
news:486EA53D.3010303@[EMAIL PROTECTED]
> gym dot scuba dot kennedy at gmail wrote:
>> 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
>
> Please email David Warhoe: david.warhoe@[EMAIL PROTECTED]
 about this matter.
> -- 
> Daniel A. Morgan
> Oracle Ace Director & Instructor
> University of Wa****ngton
> damorgan@[EMAIL PROTECTED]
 (replace x with u to respond)
> Puget Sound Oracle Users Group
> www.psoug.org
Will do thanks,
Jim