Was it hit by layoffs? Filed a sev2 SR and no response in weeks - is that normal?
20 replies (most recent on top)
SR 2 no response = RIF area
only sev 2 ? give it a couple of weeks
Very often customers submit with an incorrect CSI or otherwise goes to wrong product group to handle. Get's lost/delayed in the shuffle. Squeaky wheel gets the oil.
stop customizing your apps!
I thought middleware was designed to run customer apps
Well, this is getting ridiculous. I even provided them with a test case which easily reproduces the problem - still no response.
Totally depends on the product. Some products like the DB still get marginally OK support. For things like Middleware and Java you get virtually nothing for your money. Most Middleware support people can't even use any of the products they support. They just look stuff up on Google and cut and paste into the SR. Oracle is not the kind of company you want to get in bed with if service of any kind is important to you as a customer.
This was the important part, from post below:
The problem is often not with the engineers, it's with the top level lack of real leadership who lack actual leadership skills and who manage through intimidation and it's with management at the m5/m6 level that is afraid to do anything and building siloed empires to protect themselves. It's an environment of fear and low morale and yet some groups push through that and still try and succeed to deliver.
Development is huge mess and it is caused by the managers, directors and VPs who don't know what they are doing and don't give a sh-- (cause they get their big salary no matter what).
This is further aggravated by infighting and actual attacks, sabotage, etc on other management and individual contributors who point out issues and want to do good work.
Oracle is a sh--ty place. Support will get worse and worse as this continues and the wrong people are laid off or forced out of the company.
We don't really care about the severity of the SR. To be blunt, we just don't care. The reasons why are seen in this thread. You are better off figuring out your own problems, and for goodness sake, stop customizing your apps!
No, it's not normal, pick up the phone and call to have the engineer and/or a manager tell you what's going on. Yes, some areas that are dead products are more decimated than others so it might be a problem there. yes, support is treated like c-ap. Underpaid, no raises, no bonuses, no overtime, no work from home, no appreciation from anyone. Customers must think that support creates products full of bugs that are almost impossible to use because we get all the sh-- for this. Support has no special knowledge because Oracle does not give them anything but c-ap and overbearing exec's who micromanage everything. Unrealistic metrics that don't actually reflect reality and such a ridiculous maze of processes that working with other areas to get anything done is impossible. There are many people who work extremely hard in support despite all this. They are dedicated people who want to solve problems. Of course there are differences person to person team to team and product to product. The problem is often not with the engineers, it's with the top level lack of real leadership who lack actual leadership skills and who manage through intimidation and it's with management at the m5/m6 level that is afraid to do anything and building siloed empires to protect themselves. It's an environment of fear and low morale and yet some groups push through that and still try and succeed to deliver.
"Filed a sev2 SR and no response in weeks - is that normal?"
Unfortunately it is normal. Depending on which support you need, you are lucky to even ever get a response. HW and OS support is now in "file and forget" condition even for Sev1, meaning that all SR are basically ignored and assigned to someone somewhere in a call-center...emh...sorry...in a hub in India or Romenia who is totally unaware and unskilled, and doesn't know what to do but just asks stupid and repetitive questions. As someone else already said, you will get real support only if you manage to have an SVP sponsor and escalate internally, so that to have a real support engineer assigned, otherwise in the best case you are just wasting your time, in the worst case you will get stupid and wrong indications that can even hurt the business, something like "we need to restart all the systems to identify the problem" done for 4 times in a row during working hours. Of course the problem was not identified, and at the 5th request to stop the system I just f---ed them off and asked a partner to solve my customer's problem (of course paying money). Guess what? Problem solved in 2hrs. And guess whatelse? The SR was closed with a "resolved".
It's no wonder. Support is treated like the dregs of Oracle. They were forced to hourly a few years ago (therefore out of bonus consideration), the vast majority haven't seen raises in years, the management has their heads up their a$$e$ while throwing useless processes on the people who do the actual work. It's a total $hit show for motivation. Yes, I believe you have a long-uattended SR.
Support? Oracle doesn’t do support anymore. The money you pay for ‘support’ is a total waste - pure profit to oracle for which it delivers nothin and incurs zero cost for. Stop paying for support!
Very normal for no response for weeks unless you escalate it to a priority 1!
You should call in on it and ask for a manager, don't let it go that long without a response.
Give me the sr# and I'll look
Re sev 2, totally not normal in my group.
Lots of BS in this little exchange. Guys need to get the facts on the ground.
As the man says, Fake noos
Remember when MH dictated that customers, not support staff, could set severity level for any reason they wanted?
Support was gutted years ago. Only are biggest customers get any real help, and even that is after they escalate to VP-level.
Very normal even for Svr 1!
No new layoffs making the rumor mill this week but yes unfortunately that is very normal for support to not reply for weeks at a time.