Last week, SearchOracle published a story on Oracle Support that looked at surveys showing a decline in service quality. It also included quotes from Oracle professionals about the problems they’ve had in recent years with Oracle Support, including the timeliness of responses, quality of support and the newer user interface.
In addition to comments in the Oracle Support story, SearchOracle also received several email responses from readers. Here are a few:
“Non-existent till you send 3-4 Metalink reminders. I know it seems like I was looking for something like this to vent out. It is comforting to know that I am not the only one. Metalink is the last place I go to if I run into any issues. We pay an awful lot so that we can download [the] latest patches if we run into any bugs.”
Database administration manager
Oneida Nation Enterprises
“I’ve been a customer of Oracle for over 20 years, and have seen the decline of their support take place in the past 8 to 10 of those. During the first approximately 10 years of that time, their support was outstanding, but since then it has declined to the point where I’ve threatened to take my work elsewhere because they are so bad.
“Most of the bad experiences I’ve had have been since most of their support has been moved to India but their overall support has been terrible for years. The quality of support from India is far, far worse than that of USA, China or Europe. It is so bad, in fact, that if I ever have to listen to an Indian support person make me feel stupid (which seems to be an easier way for them to handle their work than answering or solving the question at hand) I will do my best to have them fired.”
Manager of database administration
(company name withheld)
“The quality of Oracle support (Oracle E-Business Suite) has definitely gone down. I am getting the impression that Oracle is trying to reduce their cost but inevitably the quality is also going down. There is some truth in the saying: ‘If you pay peanuts, you get monkeys.’”
“I am a programmer using the Oracle database and I gave up on their support years ago. Even now, just to try and find someone who can direct you for something is futile. The only thing their sales and technical contact staff are interested in is if there is a sale in the works for their product. That is why we have gone to third party vendors who can provide support for the database and do it in a meaningful way.”