I tried not to join the conversation as I am one of you guys out there that has been frustrated by oracle support most of the time, but I have to echo this: most of the better services I received from oracle support are from Australia. They all seem to be knowledgeable and respond promptly and willing to call back. Being in a everybody-does-everything shop, my major focus is on oracle, but I also get to do Redhat, EMC, Cisco etc. My experience with Redhat support is similar to oracle, I get much better service from Australia. That made me think: what's wrong with US-based support? Only thing I can think of is that maybe all us-based analysts are over-worked? On Wed, Apr 13, 2011 at 12:21 PM, <Joel.Patterson@xxxxxxxxxxx> wrote: > Interesting co-incidence. One of the better, even best, responses I got here > in the US was from an Australian Analyst. > > Hmmm... Your comment just made me remember. > > Joel Patterson > Database Administrator > 904 727-2546 > > -----Original Message----- > From: oracle-l-bounce@xxxxxxxxxxxxx [mailto:oracle-l-bounce@xxxxxxxxxxxxx] On > Behalf Of Nuno Souto > Sent: Wednesday, April 13, 2011 3:27 AM > To: oracle-l@xxxxxxxxxxxxx > Subject: Re: Do you ask the question: How do I work with Oracle Support....? > > Jared Still wrote,on my timestamp of 13/04/2011 2:00 AM: > >> It's been some time since I have opened an SR. I avoid it if at all >> possible. > > Same here. Usually only sev2 and higher. > >> 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. > > I'll second that. Being in Australia myself, I tend to get answered within > the > local time window. Which means I get someone local. The last 5 calls have all > resulted in my marking the person very high in the subsequent "survey". Not > just because he/she deserved it, but also because I got a high quality > response, > helpful, and a timely resolution. Made it all worthwhile. > > >> 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) > > Aye... IBM, Microslop, EMC and so on have all been guilty of this with us. > > -- > Cheers > Nuno Souto > in sunny Sydney, Australia > dbvision@xxxxxxxxxxxx > -- > //www.freelists.org/webpage/oracle-l > > > -- > //www.freelists.org/webpage/oracle-l > > > -- //www.freelists.org/webpage/oracle-l