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Oracle support quality - is it getting worse?

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in Eloqua 6 comments

Do you also observe growing problems with the quality of Oracle support from consultants?

Perhaps this is the result of the fact that I work in the European time zone, but the way we process applications has recently become very problematic for us.

First of all, the time difference and the assignment of requests to consultants from India or Mexico mean that we have to wait 24 hours for the simplest question. Even though my time zone information is available to them.

The response and way of engaging consultants is becoming less and less professional. I have the impression that half the time I get a question that has a bad answer and the goal is simply to delay the topic. I am asked to provide more and more screenshots and record videos, but I do not see the consultant's involvement in the problem I have described well.

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