Oracle Support - what's your opinion?

What's everyone's opinion of the support provided by Oracle?
I've been working with Oracle products since version 6. During the 90's the support you got from Oracle was very good but, in my opinion, over the last 10 years or so their level of customer support has been degrading year on year.
The 'My Oracle Support' portal constantly breaks down. It's sometimes impossible to find anything you want on there. Metalink wasn't exactly flawless but it was miles beter than 'My Oracle Support'.
If you raise a service request (SR) these days it can take ages for an analyst to pick it up. After that, the actual level of support you receive is very hit and miss depending on who you get allocated to your SR. We've got SR's that have now been open and untouched for over 16 weeks! Granted, these may be low priority, but it wasn't that long ago that Oracle Support analysts would be constantly seeking a closure to your SR. These days they don't seem to be bothered.
What's everyone else's thoughts/experience?
Edited by: DonnyDBA on 25-Nov-2010 07:11

If you would ask whether Oracle currently looses customers due to their abonimal support I would have agreed right away.
The worst thing I ever experienced was an upgrade on a specific platform broke down to a platform specific bug, and Oracle Support was unable to reproduce the problem
because (deep breath) they didn't have an installation with Oracle on that platform.
So our org decided to swap platform, because 'Oracle doesn't support that and that platform'
Mind you in this org there are people who want to get rid of Oracle because it is not a Microsoft product!!!
The biggest problem is however most analysts
- only know how to search Metalink (the solutions they provide I can find myself)
- can not deal with transcultural differences (to put it bluntly: many analysts treat you as a 'stupid user')
Oracle should never have stopped local support in your own language. That worked!!!
Sybrand Bakker
Senior Oracle DBA

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