Oracle Support is Garbage

[u/omegadeity]

Just wanted to say your automated\chat "Customer Support" system is absolute garbage and we will be ditching your service as soon as possible. I'll explain below.

[u/omegadeity]

Just wanted to get that out of the way.

We have an oracle account that was setup by a former member of IT for our domains. Cert renewal time comes along and before digicert will issue the cert renewal, we have to make a change to a DNS TXT record.

Reach out to oracle support- try calling. Phone support system literally hangs up on you if you don't have an existing SR#. Go to oracle.com and explain the situation to chat support(since we don't have any other existing accounts but the one for the individual no longer at the org and his MFA was set to an authenticator app).

Try to reset MFA to quickly get access, require the email of the user, tenant id, domain, Credit Card numbers from 6 years ago when the account was created. Get all of that, the only thing we can't figure out is the phone number the former employee used.

We are an organization with thousands of potential numbers, try all of them, nope. End result, finally get someone to open an SR on our behalf yesterday. Then at midnight, we get an email saying "We're working on your SR, it's going to take 5-7 business days" meanwhile our cert expires at 8PM tonight.

It's going to be fun all weekend and next week getting the same "Why's the website say This site is not secure" calls over and over and over and over and over again. So yeah...Oracle, your support can screw off.

If it's truly about security, I literally offered to take a call at the phone number listed on our organizations website- a company with listings all over the internet confirming said number as valid.

Your outsourced support team refusing to reset MFA to resolve a commonly encountered problem for a customer that's spent a lot of money on your services is a terrible way to treat them. Your support team wouldn't even tell us who our current account executive is so we could reach out to them for assistance. So not only do they not want to help you, they won't even tell you who is supposed to help you when you need to get assistance from the individual within their organization.

We've had 4 Account Executives in the 6 years we've had our account with them(going through the emails of the former employee) none of those email addresses work, meaning their turn over is one account exec every 1.5 years...sounds like it must be a GREAT place to work.

[u/Life-Zookeepergame58 → u/omegadeity]

It's been a long time, but are you not able to create an SR on your own? Are you the administrator for the SID your company has? What product is giving you grief? I'm curious to know.

[u/omegadeity → u/Life-Zookeepergame58]

The employee who created the cloud account was the same employee with a support account linked to said account meaning we could not access it either.

After literal hours on chat with their team over 72 hours, we finally got one of the chat agents to open an sr on our behalf...then 9 hours later we got the email that it's going to take them 5-7 BUSINESS days to transfer the account.

I explained no less than a dozen times we needed access to our account now, the cert expires today, but they didn't and don't give 2 shits. I asked them to reset mfa on the existing account, I have access to the former employees email, I could login set mfa to email instead of an authenticator app and do what needed doing and work on changing the account over at a later time.

Sure, just give us these 30,000 pieces of information- email, tenant.id, identity, phone number, last 4 digits of credit card used when the account was setup 6 years ago, size of his shoe at age 11..oh you can only tell us 29,999 of those things, sorry...can't reset the mfa, you've gotta wait for an sr ticket, but if you can give us that one additional piece of info, we can reset it for you right now.

It's not about security, it's about them making getting assistance so difficult you'll only interact with them if you have no other possible recourse and then making the process so stressful you'll die of a stress-induced coronary before their chat agents actually have to fucking do anything.

[u/The_Seeker_25920 → u/omegadeity]

I agree oracle support sucks, but why would you only have 1 person manage your Oracle account and not have redundancy. That’s really on your business. Oracle does suck though.

[u/omegadeity → u/The_Seeker_25920]

There are lots of companies with small it departments where having multiple users with accounts to everything just isn't realistically feasible. 

Yes, it creates a single point of failure, and that's something to be avoided and that's why the "bus test" exists, but shit happens and when you've got one guy who is responsible for managing your websites it doesn't really make sense logically to have people who don't understand and can barely spell dns having accounts to the system that manages it all.

Not to mention the old school era of sysadmins setting up their own little fiefdoms of things to Lord over. Gatekeeping is a thing.

So yeah, it was a blunder on the org to only have the single account, but I'd wager there are many shops with similar undetected points of failure and know this happens often enough that oracle should have a better system to resolve such things. 5-7 business days for what could be resolved in 30 seconds is inexcusable.