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Why is Oracle Support so Terrible?
I got forwarded a link about the Oracle free trial. I thought I would check it out and see if it was as good as my current server host.
I set up a server and discovered a minor issue, that I couldn't open a port through Oracle's security lists. I had never used this before, always using regular firewalls like UFW. So I contacted support.
We talked back and forth for about a week, but he was unable to solve the issue. I followed all of his suggestions to the letter and nothing worked. So after about a week, finally I asked to escalate the ticket. I was hoping a new set of eyes would shed some light on the problem.
Apparently escalating the ticket irritated him. My account was deleted the next day. My servers were completely wiped. My data was gone. I am not able to even see the dashboard, I get the "Forbidden" error message. When I try to log into cloud.oracle.com my account is just gone and I can't even use the "recover password" option because there is no account there.
It seems obvious to me that this is either a hissy fit from a tech support guy with poor supervision or a really strangely coincidental accident. I tend to think it is the former.
To be clear, I was respectful and polite at all times. Honeslty, I am still completely confused as to why this happened and I am just looking for a reason.
So at that point, I put in a new support ticket. I just wanted to find out why my account was deleted. A new support mod was assigned and he has been stringing me along for a week. He tells me how they are looking into it, investigating the problem, etc. It seems clear that nothing is happening and nothing will happen.
I have asked several times to just talk to someone on the phone, but this is ignored. Basically everything I say is ignored. I am beginning to suspect that I am speaking with a bot.
Today I got this message from oracle support, fully one week after my account was wiped. "Currently, you have reported that your account got deleted, we have checking internally why this happened." This is what he has been telling me for a week. It doesn't take a week to answer a simple question like this, he just needs to email the person that deleted the account.
So my question is why does Oracle allow this low level of customer support? Is it disdain for trial accounts? or are they as bad with the upgraded accounts? Why would they be so deliberately callous and rude to a potential customer?
I look forward to hearing your opinions. Hopefully I will get to hear them before my forum account is deleted.