Eye on Oracle

Feb 10 2010   5:56PM GMT

Oracle needs to better support My Oracle Support

Shayna Garlick Shayna Garlick Profile: Shayna Garlick

“Fiasco” and “unmitigated disaster” were words used to describe My Oracle Support when Oracle revealed the new support portal to replace Metalink last November.

Does this sound like the same company that claims it will be offering Sun customers “the highest level of customer service” once the acquisition is finalized?

Well no, but it is. And while it could be a valid claim, if the complaints of aggravated users have been resolved, it seems like My Oracle Support is still the cause of many frustrations.

Oracle has taken measures to reach out to its customers regarding this issue. For example, Oracle’s Chris Warticki, who writes Oracle’s Support blog, has offered resources such as an FAQ for My Oracle Support migration and Oracle Support best practices.

However, for many users this isn’t enough, as even simple tasks like logging into the support portal still seem to be an issue.  PC World recently reported that problems were hitting My Oracle Support again, with an “intermittent login issue” on the site. Warticki recommended solutions in his latest blog post, but this hardly seemed to ease users’ frustrations, with many leaving comments expressing their anger:

“If the MOS is DOWN ???? Should not be an option in 2010 from a company which is making money from selling High Availability.”

“Turn Metalink back on. It’s that simple!!!!… I am furious about this and even more furious that Oracle simply doesn’t listen to its customers and acts like they know what’s best for them.”

“I would like some answers and some firm dates on the outages and the bugs instead of some hapless drone reading from a prepared script.”

This isn’t the first time since November that users have had a login problem, which remains an ongoing issue.  Many comments continued to be left on Warticki’s FAQ blog post through December. Likewise, his January post on best practices in the new year was also not well received. One customer summing up the thoughts of many users well:

“Enough is enough. If you truly want to ‘resolve the issues as quickly as possible’, there is no easier and quicker fix than bringing back Metalink and taking this thing back to the testing pit.”

If you had problems with My Oracle Support in November, have they improved at all since? Do you think these issues have been overblown by some users?  Do you think Oracle is not doing enough to fix these problems, and will the Sun acquisition cause even more?  Let us know what you think.

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