Prune’s Blog

So you pay A LOT for your premium Oracle support ?

I won’t spend my time complaining on the Metalink web interface, the one you must use to open a F**King SR (Service Request), where you lost half a day each time.
I won’t complain on the F**King result you get… something nobody can read through and get the information without losing the second half day

No, my problems are somwhere else, and far more important, to me…

First, I tried to open a SR. Well, ok, it did not took me half of the day. But then, everything was complete, I clicked “next” at the bottom of the page. And there we go :

ERROR: MetaLink Network or Page Error

We're sorry but there was a problem trying to access the requested page in MetaLink.

Please hit the "back" button to retry the previous operation. If you continue to get this error page
, please email essrv_us@oracle.com with details of what you are doing when you r
eceive this page.

So I sent an email to Oracle.

My supprise was the opening of a new SR in my SR list. The number is 18697692.6. I don’t know if you can have a look at it. whatever.

I just add an update, specifying I was using Safari on OS X Tiger.

Today I got a phone call from Oracle. Don’t know which support team it was. The girl asked me what the problem was. I just answerd what was in the ticket : trying to open a SR on metalink using Safari.

She was not aware of what Safari was… She just answered me that Internet Explorer was the only solution to use Metalink, and I should download and install it ASAP.

laught !!!

I told her that IE was not existing anymore on OsX, and whatever I wouldn’t install it anyway.

The told me she will refer to a more technical team and call me back.

Few hours after I had an email telling me the SR was updated and waiting for customer update. I went to metalink, and here is the answer from Oracle :

26-MAR-08 11:35:44 GMT

.
ACTION PLAN
============
Please upload the alert.log and the trace files generated by this error.

Regards
Göran Sxxxxx
Oracle Support Services

Of course, I made an answer. It is just here under. Just before you read it, let me point out the conclusion : as long as you don’t upload a RDA with your SR, you won’t get any usefull answer, even if your SR does not require more information to be resolved.
Now you know what you pay for.
My answer :

Hi,

I'm sorry your ticket system is so dumb you can't realise this SR was opened automaticaly by you, and is not about Oracle problem, but using Metalink web site.

I had a phonecall this morning from someone don't knowing what are Firefox and Safari.

I may provide you with those URL so you can check on your own :

http://www.apple.com/fr/safari/
http://www.mozilla.org/

I just tried to open another SR from Safari on Os X Tiger and got the error you can see on the first ticket (which was in fact an email sent to you as requested inside the error message).

I'm sorry, you won't get any alert.log or trace file on this one !
This just points out to me that the SRs are not read by a human intelligent brain UNTIL the result of the RDA is uploaded.

But heh, you guys have other things to do than answering to support calls from customers who pay millions for it...