RE: RE: how good is oracle tech support?
- From: "Boivin, Patrice J" <BoivinP@xxxxxxxxxxxxxxxxx>
- To: "'oracle-l@xxxxxxxxxxxxx'" <oracle-l@xxxxxxxxxxxxx>
- Date: Wed, 07 Apr 2004 08:26:15 -0300
So techs only help you seriously if you prove to them that you know more
than they do.
Otherwise it's just another call to process.
Patrice.
-----Original Message-----
From: Jamadagni, Rajendra [mailto:Rajendra.Jamadagni@xxxxxxxx]
Sent: April 6, 2004 1:46 PM
To: oracle-l@xxxxxxxxxxxxx
Subject: RE: RE: how good is oracle tech support?
I agree with Pete,
There is no need for end users to have access to internal docs unless
there is a valid and compelling reason to do so and support-goofed-up is
not a valid reason.=20
IMHO, support has come a long way in last few years, we have had some
great experiences and some bad, but it seems like the bad apples are
going away. But then again this is true with every company.=20
Someone recently mentioned that a GE support rep listened to washing
machine over the phone and sent out a part that fixed the problem. But
then when my hard disk in my HP PC crashed, I had to prove to the
support guy and his manager that it failed by holding the phone next to
hard disk. When they tried to tell me that it isn't, I told them that it
is and told them that I have been working with PCs since mid 80s so I
know what I am talking about ... At which point they agreed that hard
disk has failed and arranged for a replacement.
Raj
------------------------------------------------------------------------
--------=20
Rajendra dot Jamadagni at nospamespn dot com=20
All Views expressed in this email are strictly personal.=20
select standard_disclaimer from company_requirements;=20
QOTD: Any clod can have facts, having an opinion is an art !
-----Original Message-----
From: oracle-l-bounce@xxxxxxxxxxxxx
[mailto:oracle-l-bounce@xxxxxxxxxxxxx] On Behalf Of Mladen Gogala
Sent: Tuesday, April 06, 2004 12:38 PM
To: oracle-l@xxxxxxxxxxxxx
Subject: Re: RE: how good is oracle tech support?
On 04/06/2004 12:17:10 PM, Pete Sharman wrote:
> 1. Dangerous to know - incorrect usage may cause even further=20
> problems 2. Not necessary for you to know - see 1, or 3. Provides=20
> information that competitors would LOVE to know
>=20
With the point 1, I couldn't agree more. There are people, even on this
list, who are dangers for the cup holders on their machines and
shouldn't go near a computer.
Giving internal information to people like that would be like giving a
loaded gun to a 5 years old: a recipe for disaster.
With point 3, I disagree. There are many "Oracle Internals" books, some
by people who have worked for Oracle and the best one from the guy who
has never worked for Oracle (Steve Adams).
Internal information is accessible to anybody, who knows the methodology
(block dumps, system dumps, trace files for the events 10053 and and
10046). Some of the discussions on this list are so technically detailed
that the next level would be to write the actual code. I have personally
done some rather nasty stuff to reveal oracle internals, but am not
inclined to talk about that in public. In other words, there isn't much
that competitors couldn't find out about Oracle.
Second, most of the interesting so called "internal documents", are
about bugs. That, my friend, should not be a big secret, at least not
for the Oracle's customers, as it is frequently extremely helpful and
necessary information.
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