On Wed, Apr 6, 2011 at 7:45 PM, Robert Freeman <robertgfreeman@xxxxxxxxx>wrote: > So, I wonder if it's fair to judge Oracle support vs. some of the brighter > minds here. Wolfgang, you and several others here on Oracle-L know Oracle to > such a degree that your calls to Oracle support are probably more likely to > be reporting bugs that you have already identified, or dealing with truly > mystifying issues. Somehow I think that if you are opening an SR and sending > a 10046 trace file to Oracle Wolfgang, I suspect the problem was anything > other than simple. > It's been some time since I have opened an SR. I avoid it if at all possible. While I have had some great experiences with Oracle support, the memory of them is often so clouded by the bad experiences that I don't want to open an SR except as a last resort. Great experiences: An Oracle support person (in Australia) helped me to open a database which I had stupidly screwed up. He was most helpful and very knowledgeable. Another: When setting up OID with MS AD, I had to open quite a few SR's. One good experience in particular occurred when one of the developers called me and told me about a required setting that was not documented. That was awesome! Poor experiences: Several of these: spend 1-2 hours carefully documenting a problem, and then get a phone call asking to explain what was wrong. I can't tell you how many times I have been asked a question that was clearly shown in the uploaded documentation. (This is not just an Oracle problem, but an industry problem - seen it elsewhere as well) Jared Still Certifiable Oracle DBA and Part Time Perl Evangelist Oracle Blog: http://jkstill.blogspot.com Home Page: http://jaredstill.com