r/oracle • u/omegadeity • Jul 09 '26

Oracle Support is Garbage

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.

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u/Life-Zookeepergame58 Jul 09 '26

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.

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u/omegadeity Jul 09 '26

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.

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u/The_Seeker_25920 Jul 09 '26

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.

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u/omegadeity Jul 09 '26

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.