Re: [solarisx86] Got a Dell desktop today
- I am battling the double postings from Oracle employees (admittedly with different formatting in each), which makes for amusing quips on blogs...
Actually the problems are usually "correcting" the address which after 3 months or so always seems to get set back to the address used on the original invoice (which is the loading dock at a goods receiving building we tore down 5 years ago) and then having to hop onto the server in question to get the latest explorer to attach to the S.R., which is all pretty bizarre as the error message and /var/adm/messages extract cut and pasted into the report shows all the details needed. Oh well (shrugs shoulders)....
At least we are no longer slowed down by relatively slow flash interfaces...
>________________________________[Non-text portions of this message have been removed]
> From: ALAN HARGREAVES <alan.hargreaves@...>
>Cc: Brian Richman <bjrichus@...>
>Sent: Tuesday, July 31, 2012 8:31 PM
>Subject: Re: [solarisx86] Got a Dell desktop today
>20 minutes to open a call in MOS? Hmmm I had to open a call using pretty
>much the same interface as the outward facing users have the other day
>for something about as complex as that (maybe a little more), .. took me
>five, and most of that was ebcause I'd forgotten which support
>identifier to use (couldn't use a serial number as it was actually a
>request for a machine). If I was logging against a serial number it
>would have been substantially quicker.
>When was the last time you tried to do this, there has been work going
>on to make call logging much quicker.
>On 1/08/2012 11:06 AM, Brian Richman wrote:
>> >I got a Dell desktop today and called the tech support
>> >on a problem.
>> >They said they forgot to check their own power cord to
>> >see if it was plugged in and to call back later. :-)
>> I actually had that from the call taker last time I called to open a
>> new S.R. It was for a replacement fan which my logic said was an easy
>> call and not worth the 20 minutes on MoS to open a new S.R.
>> HAHAHAHAHAHA.... Her PC wasn't on and had taken the call "by mistake".
>> She asked if I would wait on hold while it booted up.
>> I wonder if it was a Dell...........
>[Non-text portions of this message have been removed]
- "I say, I say (Foghorn Leghorn) you need more punch cards and modems there son."
Don't poke fun ... I remember when we used to have a budget for punch cards!
[Non-text portions of this message have been removed]
- In message <1343820763.59269.YahooMailNeo@...>, Brian
>"I say, I say (Foghorn Leghorn) you need more punch cards and modems there sonOn one hand, poking fun of Chuck Rozwat and company's Unbreakable
>Don't poke fun ... I remember when we used to have a budget for punch cards!
My Oracle Support breakage yesterday is unfair because Sun customers
had to endure longer, more frequent FUBARs of the Sun Support
duct-tape and chewing gum experience, while the geniuses running SUNW
and JAVA spent zillions of dollars on things that had little if anything
to do with encouraging more volume in Solaris systems.
On the other hand, if you recently sent shekels towards Joanne Olsen,
Loic le Guisquet, Andrian Jones and company's sales critters for some
of John Fowler and company's "It Baaallloooows" and "Dogs" [tm] systems
then you might reasonably be frustrated that you're not receiving the
premium for Oracle's famed management competence.
BTW on the topic of hot-tub-time-machines [tm], do customers of the
Ed Zander-esque low-volume, high-margin Exa-mainframe appliances
have a different interface to MOS?
>BTW on the topic of hot-tub-time-machines [tm], do customers of theJohn,
>Ed Zander-esque low-volume, high-margin Exa-mainframe appliances
>have a different interface to MOS?
I think they get dinner on a silver platter.
Us "mere" volume customers (we had more than 130 Solaris boxes just a couple of years ago), certainly don't get that level of service.
A friend of mine who has a mix of old Sun and newer Oracle gear is actually considering going to all third party support, I think he is ticked off at having to deal with support from places like central Europe or even Asia where English is not the first language ... resulting in semi-literate responses to S.R.'s are his main grumble.
- In message <1343847091.73560.YahooMailNeo@...>, Brian
>I think they get dinner on a silver platter.Here's ElReg hack (and Sam Palmisano and company flack?) Timothy
>Us "mere" volume customers (we had more than 130 Solaris boxes just a couple o
>f years ago), certainly don't get that level of service.
Prickett Morgan on how many "Exa is easy" [tm] silver platters:
| The machine has gateways to link the InfiniBand network out to the
| Ethernet network that users need to get access to the machine. The
| full Exalogic rack has 32 10GE ports in its multiple gateways and
| has four 32-port InfiniBand switches. The full rack costs $1.075m,
| with $129,000 per year in systems support and $86,000 per year in
| operating systems support.
I haven't seen any reporting or pressers from Judith Sim on whether
Exa customers are satisfied with Chuck Rozwat and company's
"Exa is easy" [tm] platinum support experience.
>Having worked with, and even managed, people in such places....I have a
> I think he is ticked off at having to deal with support from places like
> central Europe or even Asia where English is not the first language ...
> resulting in semi-literate responses to S.R.'s are his main grumble.
little bone to pick with this description. A non-native speaker who
is technically sharp may have some grammer, spelling or accent issues, but
can get to the root of a problem *faster* than a naive/untrained/or subpar
English is seldom the real reason folks are unhappy with some companies
outsourced support. The real issue is that such remote workers often do not
have the in depth expertise and/or the intellectual flexibility that Sun
support (in the Golden Era) had. Also, the disconnect between the
Developers and the Support people are deeper when they aren't co-located.
What makes matters even worse, is some organizations provide very rigid
scripts that the first line people *must* follow. Assuming that all
customers are equal, and focusing on the lowest common level (e.g. "is the
computer plugged in" to, say, a call from Andy Bechtolsheim ... ensures the
most irritation and the slowest time to solution).
Of course, when it's a verbal interaction the combination of accent, poor
connection, strict script, and possibly imperfect understanding combine to
provide the maximum irritation .... especially when the customer *is*
savvy, has done all of the obvious debugging steps, has located an actual
issue that needs attention *and* a production system is involved.
[Non-text portions of this message have been removed]
>Of course, when it's a verbal interaction the combinationIt is all indeed all a part of the overall perception of a "problem" at Oracle.
>of accent, poor connection, strict script, and possibly
>imperfect understanding combine to provide the maximum
>irritation .... especially when the customer *is* technically
>savvy, has done all of the obvious debugging steps, has
>located an actual issue that needs attention *and* a
>production system is involved.
Enough may I say, to make a lowly pest of a customer want to go elsewhere.