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Every help desk ticket ever submitted by me.
I once put in a ticket because my ip phone wasn’t working. The response and closure of the ticket stated that IT attempted to call me but I could not be reached. They had the full text of the ticket. This was their response.
Ticket closed, could not reach user at phone number provided.
I’m part of the in person desktop support at the hospital I work at. The IT groups above do the same thing even to us. It is so annoying.
In person you say…
That is one on the real Problems with tech support, they are not in person and they hide behind their ticketing systems.
Their “leaders” want it this way and avoid accountability at all costs.
You won’t get any argument from me. It is very frustrating being on the of the ladder of importance in IT and so far removed physically from them. We get tickets sent back to us with no comments no matter how nice our notes are.
I’m guessing in person support at a hospital might be a bit different. If things don’t get fixed we have people down our throats :D
lol that’s infuriating.
Classic.
Status: closed Resolution: wontfix
Ah red hat. How I miss when you didn't suck.
Oracle is nothing if not consistent in providing shitty customer support across all sorts of products.
They provide shitty everything. They only survive by litigation and corruption.
To be fair to the tech on the other end, them marking it as solved is undoubtedly due to some system of metrics imposed on them from managment
It's probably the only option they can choose to close a ticket.
It's more likely that the agent chose the wrong option.
It's more likely because the client didn't specify a different dispo code, either because they forgot or because they don't care enough to make things that granular. If the client doesn't ask for it, it doesn't get included.
Or, the more likely option, the agent just chose the wrong option.
Source: Designing these systems for call centers was my job for a few years.
Funny you should mention this - we must have both worked at the same place.
BLUF - Management required us to mark wrong number calls as "closed, not resolved". Next day I had 6 calls all day (really slow Sat) with 2 wrong numbers. I didn't meet my statistics for 90%+ "first call resolution" - because the idiots in management required me to mark two as "not resolved".
I had to build a spreadsheet and trace in detail all 6 of my calls to show them why.
Your account has been flagged. I was never able to get an answer as to what the flag is for, so it could be that they think fraud is involved, or that your account is suspicious.
Let me guess: You signed up for an always free tier account, used a VOIP number or initially tried to sign up with a card masking service like Privacy/Revolut?
Something like that. Not that they give any indication of what they expect from the start. Definitely underlines that Oracle is best avoided. Based on this, I can only imagine the support one can expect with a real problem. No, thank you.
Ridiculous. A true Oracle original.
Real problems get addressed. The issue in this case is that they are explicitly instructed to say that line, and cut contact. They won’t go into any more detail, and even if you manage to get the account unlocked (I did, a few years back, through shear luck) they still won’t tell you what happened.
Maybe so, but my trust in companies with such responses drops to zero. If my problem doesn't feel right for them, I can get lost. And I'm not alone. Some "great" rating Oracle got here.. In this case probably for fraud protection, but there are better ways to deal with this than giving the proverbial middle finger to potential customers.
My thought is now: what will they do if another problem arises that - according to Oracle - feels uncomfortable to deal with? Close my account without warning and explanation? Wouldn't be the first time they would have done that. Is that thought rational? I don't know. But it's there.
Whatever the case, it's mildly infuriating.
I had the same issue as you and walked immediately.
I can't believe people run production shit in free tier.
Well it's been solved once, so why do you expect them to re-solve it?
lol "Regards" uh yep