Last week, Oracle deployed My Oracle Support, a new flash based system.
In the post, Classic MetaLink:Na,na,na,Nah,na,na. Hey hey Goodbye, by Chris Warticki, Sr. Customer Support Manager [ Twitter ], says
Goodbye old friend. Thanks for the memories. As old blue eyes crooned..."And now, the end is near". We did it our way with My Oracle Support.According to all reports, this transition has been an unmitigated disaster.
If you've been off the grid, or totally out of the loop and completely clueless (poor word choice, but this in the context of getting customers to the training), Classic MetaLink retired on November 6th. My Oracle Support training sessions can be found here. Please register. Change is here. Get in front of this one...seriously.
Some of you have been very vocal with your therapists, on OTN, Twitter, Linked-In Groups, OracleMix, UserGroups and other channels, including this very blog.
In case you didn't read in the FAQ - there will be an HTML version for anyone unable to use flash. Hint: If your browser allows flash, there isn't an HTML option. You'll have to figure out the rest.
Visit the Information Page for the Latest Details
Oracle announced that Classic MetaLink will retire and My Oracle Support will be upgraded and become the single support interface. Review the Transition Information Page for significant changes, benefits, training, communications and FAQs
Metalink Fiasco - so far there are about 30 replies. Let's not forget the off-shoot of this one, Metalink Fiasco -- Home many names can we come up with for MOS?
Issues with My Oracle Support - Only about 20 responses to this one.
There there's one advising patience, helping Oracle help us.
And the funny, Quotes from Oracle Support.
Comments that weren't posted (or I didn't see them): Oracle Support Blog
Quite frankly warticki, you should apologize! by Nuno Souto
#Fail: My Oracle Support by rnm1978 [ blog | twitter ]
MetaLink, we barely knew ye from Jared Still.
It's a mess...but it's no a surprise, by Daniel Fink.
My Oracle Support by Doug Burns. Then another from Mr. Burns (eggcellent!).
Fanning the Flames of Support Discontent from ManagingAutomation
Hans Forbrich has come out in support, sort of, with In support of My Oracle Support? - Part 1
From COMPUTERWORLD Users call new Oracle support portal a 'fiasco'
PCWorld, Oracle Support Portal Woes Could Erode Users' Trust
CIO, Users: New Oracle Support Portal a 'fiasco'
Mr. Warticki did provide an update yesterday:
This weekend we migrated Oracle & BEA customers over to My Oracle Support from Metalink. Yesterday (Nov 9th), some customers experienced problems expressed in the comments that I wrote about in this blog. The issues were mostly around performance and registration, but to our knowledge, we have resolved these issues. If there are problems that we don't know about, please contact us!Today he apologized for his perceived misinterpretation:
I just want to highlight an important step in the migration -- one that we tried to communicate through repeated postings and email blasts. Customers need to validate their MetaLink email address against Oracle's corporate single sign-on prior to conversion (the migration uses Oracle's corporate single sign-on to improve security). For users who may have missed this notice, there is a link to an FAQ on the landing page that will guide you through the registration process.
My Oracle Support is really a terrific platform and this change is going to bring value to customers. But please, if you experience any issue migrating, don't hesitate to contact us -- we want to hear from you so call your local support phone number - hit this link http://www.oracle.com/support/contact.html
To all Oracle Customers, I do apologize for any misinterpretation I may have caused in that blog entry.I certainly don't envy him right now.
As you have just read, I do accept responsibility and accountability for my actions.
Please understand that my intent was not to insult anyone. The purpose was to draw attention, call to action for the training and to add some humor to what most view as bland blogging.
I'm happy that everyone is getting their frustrations out, even if I need to wear kevlar. I have thick skin. I can take it. I know that you're upset at the portal not the person, the UI and not the individual, and the portal performance not the personal performance. I know that Oracle's leadership is reading, listening and responding.
I have always been FOR the customer. Many of you know that.
Sincerely, Respectfully and Apologetically,
I do hope this gets resolved either by rolling back to the Classic Metalink or all the problems solved in the new system. I'm certainly glad that I am not dependent on MOS at this point.
Chris has linked up to a Migration of Classic MetaLink Users to My Oracle Support FAQ.
Mr. Fink published the results of his survey, you can find them here, My Oracle Support Survey Results!.
My Oracle Support is starting to perform from Hans Forbrich.
There's not a lot of love for My Oracle Support from Duncan Davies, aka the PeopleSoft Tipster.
Hans Forbrich has written MOS one week later, things are ???