Re: Do you ask the question: How do I work with Oracle Support....?
- From: Robert Freeman <robertgfreeman@xxxxxxxxx>
- To: Michael Dinh <mdinh@xxxxxxxxx>, "Oracle-L@xxxxxxxxxxxxx" <Oracle-L@xxxxxxxxxxxxx>
- Date: Wed, 6 Apr 2011 15:17:25 -0700 (PDT)
OK, great, let's use you as an example then! :) What is the severity of the SR?
What did you do to escalate? Have you had the same analyst the whole time?
Cheers!
Robert G. Freeman
Master Principal Consultant, Oracle Corporation, Oracle ACE
Author of various books on RMAN, New Features and this shorter signature line.
Blog: http://robertgfreeman.blogspot.com
Note: THIS EMAIL IS NOT AN OFFICIAL ORACLE SUPPORT COMMUNICATION. It is just
the
opinion of one Oracle employee. I can be wrong, have been wrong in the past and
will be wrong in the future. If your problem is a critical production problem,
you should always contact Oracle support for assistance. Statements in this
email in no way represent Oracle Corporation or any subsidiaries and reflect
only the opinion of the author of this email.
________________________________
From: Michael Dinh <mdinh@xxxxxxxxx>
To: "robertgfreeman@xxxxxxxxx" <robertgfreeman@xxxxxxxxx>;
"Oracle-L@xxxxxxxxxxxxx" <Oracle-L@xxxxxxxxxxxxx>
Sent: Wed, April 6, 2011 3:59:28 PM
Subject: RE: Do you ask the question: How do I work with Oracle Support....?
I get a great experience less than 10% of the time.
I have SR opened from 3+ months ago where analyst is clueless.
Provided test case and example as well.
Attempted to escalate and still have gone nowhere.
Michael Dinh
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From:oracle-l-bounce@xxxxxxxxxxxxx [mailto:oracle-l-bounce@xxxxxxxxxxxxx] On
Behalf Of Robert Freeman
Sent: Wednesday, April 06, 2011 2:45 PM
To: oracle-l@xxxxxxxxxxxxx
Subject: Do you ask the question: How do I work with Oracle Support....?
My new itch of late is Oracle support and trying to help customers work
effectively with Oracle support. I hear a lot of people complain about support.
Sometimes the complaints are valid but just as often I find that people don't
understand how to work the support organization. As a result of these
observations I thought I'd share a few tidbits over the next few weeks for you
to review and comment on. Note, I don't work for the support organization and
I'm well aware that people have had great experiences and not so great
experiences with support. I find though, in general, the more you know how to
work with the support organization, the better the results you will get.
With that, today I'd suggest that you log into Metalink and review Oracle Note
166650.1 for additional information about the My Oracle Support Portal and
Working Effectively with Oracle Support. This note will give you a good over
view of working with the Oracle support organization.
Also Oracle is starting a series of "Adviser Webcasts". The webcasts will cover
a number of topics over time to help you leverage Oracle support and several
key
features found in the my Oracle Support portal. The first of the webcasts
include Certification searches for database product certifications and the
ORA-600/7445 troubleshooting tool. Please take a look at note 1300014.1 for
more
information on these and future webcast events.
I'm posting this over to my blog (see my siggy below) and I hope to find the
time to get my blog rolling again as time permits.
Cheers all!
Robert G. Freeman
Master Principal Consultant, Oracle Corporation, Oracle ACE
Author of various books on RMAN, New Features and this shorter signature line.
Blog: http://robertgfreeman.blogspot.com
Note: THIS EMAIL IS NOT AN OFFICIAL ORACLE COMMUNICATION. It is just the
opinion
of one Oracle employee. I can be wrong, have been wrong in the past and will be
wrong in the future. If your problem is a critical production problem, you
should always contact Oracle support for assistance. Statements in this email
in
no way represent Oracle Corporation or any subsidiaries and reflect only the
opinion of the author of this email.
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