Eye on Oracle

Nov 11 2009   10:53PM GMT

Oracle takes the My out of My Oracle Support

Shayna Garlick Shayna Garlick Profile: Shayna Garlick

The topic of support has often been a sore subject for Oracle customers. In the past couple of years we’ve seen Oracle support services get mixed reviews and consultants recommend third-party support for unhappy users.

There have been, however, glimpses of hope. Last year, Oracle received high marks for support in a survey from the UK Oracle Users Group (UKOUG). The software giant also announced the release of My Oracle Support, a new next-generation user support portal to replace Metalink, at last year’s Oracle OpenWorld.  And just last week, Oracle upgraded My Oracle Support and officially retired the Classic Metalink allowing even more users to switch over to the new portal.

But it looks like that’s where the good news ends.

Users are calling the new user support portal a fiasco, according to a ComputerWorld article by Chris Kanaracus this week. Complaints from customers about “severe problems” in My Oracle Support include a Flash interface that’s often not compatible, unhelpful tech support and the inability to simply log into the portal.

How has Oracle responded to the complaints?

The vendor has not yet provided a status update. In a blog post Monday, Oracle’s Chris Warticki emphasized that Metalink could no longer be used.  “Please register. Change is here. Get in front of this one…seriously,” Warticki wrote about My Oracle Support.

As of Wednesday afternoon 39 users, most of whom could not log in, had commented on the post, writing complaints including:

“This is an unmitigated disaster. MOS is not working for our company. It is not working for DBAs at two other companies I have asked, either. When I get through to support by phone, they tell me that they can’t help me because they can’t use the new system either.”

“Why, with all of Oracle’s software acquisitions, holdings, and developers, was Oracle unable to create a new support site with Oracle software?… If Uncle Larry hears of this fiasco, it sure seems that heads will roll, but hey, at least the interface (that always freezes) is pretty to look at.”

“I am really curious why Oracle thinks anyone wants flash on what is supposed to be a support site? I just want my sr’s resolved in a timely manner, and usable information. Right now we have neither.”

Warticki responded to the comments a few times, apologizing for the frustration and saying that Oracle would fix the issues: “Our apologies for any inconvenience as Support works out any ‘glitches’. Hang on. Remain on hold. We’ll be right with you,” he wrote in his latest comment

But is this just an issue that needs a few days to sort out, or is the future of Oracle support doomed?

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