Comments on: Is Oracle supportive?

By: Barry J

Barry J — Thu, 29 Jan 2009 17:31:02 +0000

I think support cares a “little” and will be “sort” of responsive but ONLY if you are one of their top biggest customers and spends like 25 millions or more in support contracts a year. If not then be happy they take you issue at all but don’t expect phone call back from anybody, even manager.

By: Michelle

Michelle — Wed, 10 Dec 2008 08:57:33 +0000

I’ve been an Oracle Analyst for over 10 years. Support has reached an all time low. I’ve had a TAR opened which has been elevated to a Sev 1 twice! I’ve escalated to the duty manager three times. The TAR has been opened for 2 months, in which time I’ve uploaded the same data OVER AND OVER again. It’s clear they do not have a clue on how to fix the issue - which is the result of a R12 upgrade - My advice: DON’T DO IT!
I’ve waited 4 days for an OWC which resulted in the analyst calling me at MIDNIGHT to schedule the OWC! Since I missed the call after 10 mins, I’ve tried calling back every 10 mins to reach the analyst. I’m going on over an hour of call back. I’m at my wits end. The affair is more than over. I can’t believe how they can get away with such terrible service which in the past, wasn’t the best, but not nearly as bad as this!

By: Oracle Support

Oracle Support — Tue, 22 Jul 2008 11:02:00 +0000

Hi,

Ive read through most of the comments here and the general notion is that the Oracle Support Services provided are not very good in terms of customer service and problem fixing. We are a Oracle Certified Advantage Partner so it is very interesting to see what people actually think about the Oracle support services.

From reading the above it seems that Meta link doesnt seem to be that helpful. I have not used it but it seems that its not worth it.

It also seems that geographical location seems to have an impact on speed and action of the support.

Thank you anyway for the insight into your opinions of the oracle support services. I hope your experiences improve for the better.

By: Kris Cruz

Kris Cruz — Fri, 13 Jun 2008 19:42:54 +0000

The disappointing experience with Oracle Support far outweigh the positive ones. Far too many times I have had the front line perosn try to blow me off.

For example, after searching metalink unsuccessfully for a solution to updating a large number of existing suppliers in the e-business suite in the Oracle Recommended fashion (directly updating tables is taboo in the e-business suite), I am told that kind of help isn’t covered under the support terms as they called it “user error” that the correct value wasn’t loaded with their import program and they closed the SR.

Clearly Oracle’s own support document says otherwise:

“Technical support is provided for issues (including problems created by you) that are demonstrable in the currently supported release(s) of an Oracle licensed program, running unaltered, and on an appropriate hardware, database and operating system configuration, as specified in your order or program documentation.”

http://www.oracle.com/support/collateral…

By: ML

ML — Mon, 21 Jan 2008 04:22:33 +0000

My opinion of Metalink support is that it is very bad. Due to our location in South East Asia, most of our SR get assigned to India where the support techs seem to have little or no real knowledge and waste a lot of time requesting useless information.

Usually, during an SR’s life cycle, we end up finding the solutions on our own… and at times even educating Oracle Support on the solutions!

One SR for a critical MRP bug was open for 3 MONTHS before we solved it.. they had put it to status ‘Assigned To Development’. On our own, we were researching a different MRP bug and found a patch for (we had an SR open for but we found the patch before the support techs did.) Anyway, the patch for bug b also fixed the bug in the SR that was open for 90 days and assigned to development.

During a recent major upgrade to our DB and applications, we had our systems offline for 2 days… on the final day, the Metalink website was down and inaccessible all day! We had to rollback and start over a week later when we could access metalink to find solutions to the bugs… that;’s a firghtening scenario to say the least.

Oracle is not really and applications company…they are a database company. With Oracle apps you get TONS of bugs and problems…they seem so haphazardly built just so they can be pushed to market. No wonder they have such a hard time supporting their junky applications!

By: Srinivas

Srinivas — Thu, 01 Nov 2007 01:36:40 +0000

Oracle support SUCKS big time!! I saw some flowery comments above and think they are plain BS!
Customer service is non-existent; Oracle JUST DOESN’T CARE any more!!
I have had years of experience working with Oracle support. The service in the last 3 years has deteriorated beyond all measure.
Oracle is focussed on quantity against quality. What else would one expect? I think the worse is yet to come. Think about these facts:

1. In an effort to monopolize the applications market, Oracle acquired 30+ companies in the last 36 months.
2. Each new acquisition brings a new set of executives, causing utter chaos within Oracle mgmt.
3. Every 2-3 years, Oracle seems to be firing the applications’ managers and laying off a a number of folks and trying to move operations to cheaper shores.

By: Prem

Prem — Thu, 25 Oct 2007 06:45:26 +0000

This is the most irritating reply from oracle support.
Stupids. They don’t have working model to support a
customer 24*7 . I am also in a support environment . If I ever
say the same to my customer , believe me , i will be fired.
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
Hi,

The owning engineer is currently off-shift.
I have set the status of this issue to RVW (Review) for your analyst`s attention upon his/her return to work.

If you require immediate assistance regarding this issue please call one of our global support centers and
ask that the SR be reassigned.
If you do not know your Oracle Support phone number, refer to the following URL to find the number:

http://www.oracle.com/support/contact.ht…
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~

By: Prem

Prem — Thu, 25 Oct 2007 06:43:15 +0000

Oracle support sucks . Horrible . I’ve never got an answer from them.
They never understand the seriousness of the issue. NEVER .
SEV2/3/4 doesn’t make any difference there. And for a SEV 1 they ask
us 1000 questions. Idiots. Sheer monopoly . Nothing else.

By: Ka Ng

Ka Ng — Wed, 17 Oct 2007 14:45:38 +0000

My experience with Oracle support has been below average over the last 18 months. Before Oracle took over PeopleSoft, peopleSoft supports that I had got was average, and a little bit above average at best. Since Oracle had brought PeopleSoft, Supports have been becoming worse and worse.

The previous company that I worked for used PeopleSoft SCM 8.4. Partically, there are only two analyst supports all the manufacturing module. I waited months without anything could be resolved for us. However, there are still few good analysts there from original PeopleSoft. Only if you are lucky to get them look at your case.

A lot of my cases have been assigned to Analysts in India. It is perfectly fine. Except that I have to wait 24 hours to get a respond from my additional questions on top of the initial 24 hours wait time. It is very difficult to resolve problem in such manner.

What is the reason that I say that oracle support is below average? It is because my previous company switched to tomorrrow Now for PeopelSoft support. The supports that I got from Tomorrow Now is way better than Oracle can even dream of providing. I got responds back to me in less than 4 hours on any case that I opened. The experiences of Tomorrow now analysts are so much better, and thier willingness to help resolve issues are exceptional. Tomorrow Now don’t say no to problem, and will work with you to come up with solution. What oracle will do are “Pending Incident resolution”, “Applying latest patch may work”, “No responds to emails for 10 or more days”, “Analyst seems to just do search and match keyword”. Maybe 20% of the case will have Analyst called you back, and able to resolve the issues in reasonable time. More importantly, I was able to access actual developer on PeopleSoft application who had written the application that I needed supports on from Tomorrow Now.

Maybe Oracle should learn how to support customer liks the way Tomorrow Now doing it, and save its customer half the cost. I could only dream of that happening.

By: Jesus Fernandez

Jesus Fernandez — Thu, 27 Sep 2007 07:22:08 +0000

I have been working with Oracle Support for more than 10 years. Its performace has became worst and worst. The support engineers do not nothing other than ask obvious questions basically because they just do not know. They are just too inexperienced .

During the last years we just use the support when the issue is related to an application bug.