So T–d is apparently out there trying to make people believe that oracle on-prem customers are going to switch to oracle cloud - give me a break, they may switch to cloud but how stupid would they have to be to switch to non- existent oracle cloud and useless Fusion apps. Turn is such a lier, why is he not behind bars yet?
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Oracle support in general leaves much to be desired, especially as many experienced support people in the US and Western Europe have been laid off and replaced by much less experienced people in India and Romania. There may be support groups that came with acquisitions that are ok because they have not yet been decimated by the usual oracle post acquisition cost reductions but that’s just a question of time until it happens. The internally developed cloud support groups come across as the worst, in part because oracle cloud is garbage and the support people obviously cannot fit the fundamental shortcomings.
That is only true in some support groups. Everyone here is grouping way too much together. What support groups are so bad in customers eyes?
Very misleading - every time a support request is closed — that’s the crux of the matter.
Most SRs are never addressed and never closed leaving customers p-ss-d off beyond belief.
If oracle asked ever customer who had opened an SR to rate support, most ratings would be negative 1,000, b/c their SRs are ignored.
Getting a little sidelined from the OP's original message, but I just wanted to say that I am an IC in support and aside from a very small number of support groups, Oracle support seems to be highly regarded by our customers. Every time a Service Request is closed the customer is automatically sent an email inviting him/her to respond to a survey. I have seen the survey and I personally would not take the time to complete it if I was a customer - it is quite lengthy. But many of our customers DO take the time to complete it and the majority of the support groups consistently are ranked in the 8, 9, or higher out of 10 range. Management scrutinizes every one of the survey returns and coaches/mentors based on the customer's comments and scores in each area. Not sure why that process does not improve the customer experience in those few groups that are consistently scored very poorly, only reason I can think is very poor management that just does not give a sh--.
Yeah we have layoffs in support just like other orgs, but we pick up and keep going.
Just trying to figure out why many people on this board believe that Oracle support is so bad?
Won’t be for long, as oracle will surely cut the support people as it always does with acquisitions, especially now that it’s laying people off to improve EPS.
Support for many cloud groups, outside of some of the basic fusion products, is actually very good. Many of my customers actually speak highly of those products. The problem is I have to push the big players where I know the teams don't care about anything.
Of course TCO for cloud is less than on-prem, BUT oracle cloud isn’t garbage in functionality and the support is worse than terrible so nobody in their right mind should be buying oracle cloud, they go to SFDC, WorkDay, MSFT, even SAP. Only total id--ts buy oracle cloud.
As someone who has personally sold on premise at Oracle, I can tell you that there ARE Oracle customers who are buying cloud products simply because it's is less expensive. TCO over a five year period for on premise is a LOT more expensive thant it is for cloud. I lost EBS and Hyperion users to the Oracle cloud. Ask any on premise sales rep.
1990's called, they want a file system filter driver. Duh.
If I were Turd I would add a file system filter driver to Solaris and offline bit to send data to the cloud but hey I was RIF'ed so f--- it use Linux fs filter dumb azzes.