Oracle Customer Service

User Reviews, Ratings and Comments

Oracle customer service is ranked #889 out of the 1023 companies that have a CustomerServiceScoreboard.com rating with an overall score of 21.53 out of a possible 200 based upon 79 ratings. This score rates Oracle customer service and customer support as Terrible.

NEGATIVE Comments

77 Negative Comments out of 79 Total Comments is 97.47%.

POSITIVE Comments

2 Positive Comments out of 79 Total Comments is 2.53%.

Issue Resolution

Reachability

Cancellation

Friendliness

Product Knowledge

Terrible Overall Customer Service Rating

  • Oracle

    Customer Service Scoreboard

    • 21.53 Overall Rating
      (out of 200 possible)
    • 77 negative comments (97.47%)
    • 2 positive comments (2.53%)
    • 0 employee comments
    • Attribute Ratings
      (out of 10 possible)
    • 1.4 Issue Resolution
    • 1.7 Reachability
    • 1.6 Cancellation
    • 3.1 Friendliness
    • 1.7 Product Knowledge

Add your review!

Posted by Hanil405


we have oracle PBCS service pay a lot of money and support is the worst you can get. we were migrated to OCI.. users might lose access next week and it has been a month since I am trying to contact someone from Oracle support to help with issues related to this migration. The support staff I talked to with their ticket system were also confused about the new OCI interface and it is really hard to get to talk to anyone.. Tickets and chats go in circle and waste of time... Their support person from Mexico scheduled 2 zoom calls and she was late 40 minutes for both..
Happy to talk to any Oracle manager who is willing to talk to their customers..

Posted by JT


Don't bother buying Primavera P6 products from Oracle. Once you have trouble, they will not be bothered to assist you. Richard Sun, the duty manager and Rick, support engineer are the worst! Their nonchalant attitude disgust me. I strongly suggest everyone to consider AWS as they provide full proactive support, from installation, migration and patching.

Posted by Sean


Worst support ever encountered. Workday, SAP seems 2000 times better.
1. Never bother to put detail in your ticket, they won't go through.
2. You will never get your short simple answer. They bring you to the universe then confuse you.
3. No sense of urgency even your whole production is down.
4. No production knowledge and no logical sense.
5. They will show you their teams dont talk to each other. If it happen your issue touches other area, they will ask you to raise another ticket to check it by yourself.
6. I can say 85% tickets with the buggy system has no resolution. We have to come out with workaround by ourselves.

I'm too pissed to spend time to write things i don't normally write no matter how bad the service was. But this is exception!

Posted by Opera PMS Sucks!


The worst tech support I've ever come across! Opera has been a complete nightmare with all their nonsense in the just the short 6 months since my hotel started using it and the worthless tech "support" staff doesn't help.

Posted by Soban Ali


Oracle has worst support ever. especially if you come across an Indian guy.

Posted by LAvish245


What can i say: A shady KGB style automated support playing with tickets open and close allyear long without any clue of what they are doing.

They cant the one to blame: ORACLE is the culprit.

OVH cost 5 times less and is way better.

Posted by Anonymous


I paid two times for an oracle exam. Each time I follow up with them, they ask for evidence and they send the same respond. They even don't read my request. Sent all evidences and it's day 21 I'm still following up with them. This is not the first time I'm dealing with Indian customer service and it makes me feel really sick.

Posted by EU_DBA


It is very frustrating to create an Oracle Support ticket. Whatever your question or issue is, they won't even read and understand the issue you have presented but will immediately ask for all the AHF/TFA diagnostic files!

And today I just got to the peak of my frustration when I submitted the diagnostic files they needed from TFA... and they replied back to me by saying that my TFA is already 120 days old. 120! 120! Doesn't TFA begin to send warning if TFA is 180 days old? So technically the TFA in our server is still valid. But no, the Oracle Support wasted a whole day to tell me that my TFA is 120 days old. seriously.

Posted by Anonymous


They are very bad. You will put in a ticket and no-one ever calls you back. Even if your entire system is down it still takes forever for them to help you, if they even can. Often we needed to call third party support contractors to get issues resolved. Very sub-optimal service. I wish we never purchased oracle products (opera / simphany) too much of our time is wasted trying to make the overly complicated unstable software work.

Posted by DontUseOracleLearningSubscriptio


Oracle Learning Subscription tech support sucks. Second week in and they cant set up the "lab" section without a bunch of back and forth emails. Even though I did request and got the remote desktop without issue, they are thick as a brick and dont give a shi_T. F them I should have used a third party for getting training.

Posted by DZnuts123


Every day I have to call them for Opera and the interfaces that constantly keep failing.
Terrible Customer Server - Constantly placing users on hold and constantly transferring my calls

Posted by Herman


My Oracle Primavera Software went down for some unexplained reason. Reported the issue/fault with Oracle Customer Support, however it's been over a week and still not sorted. It's the worst service I've ever seen from a company. Why do we pay for a support licence and there's no support. It's like Oracle is just stealing our money. An independent company fixed my Primavera software free of charge. Oracle please close your doors, useless.

Posted by qA


I can thoroughly empathize and sympathize on the some of the feedback shared. I too have similar pathetic experience with Oracle Support. I often question myself and wonder, why the heck we are paying them support cost. Horrible and Pathetic support service.

Posted by OracleUser


Using the words Customer Support for Oracle is an oxymoron. It takes weeks for them to actually resolve something. They often respond to tickets just repeating the problem, I guess to show they "worked" on the ticket to satisfy their reporting metrics. The workers are not knowledgeable, one actually asked me what OCF was. Oracle Cloud Fusion, you work there and do not know this? Larry Ellison you need to stop sailing and have a serious review of your support department.

Posted by Sum Ting Wong


Absolutely terrible. While some of the reps are friendly, actually majority of them are. They need training. Terrible customer service and a huge disconnect on what cases need to be escalated as urgent. You cannot have people working in IT who are not IT. I don't even care about the customer service, just have someone with product knowledge or know where to find the necessary resources to fix issues. Micros is a reliable system...probably only run into 1 major issue/year that can be fixed normally within 2 hrs. Server has now been down for 4 days running and I am still being asked the same questions as day 1. Why is it so difficult for you to just arrange the help - payment is not the issues so it must be that you have no clue as to where to take it from here. Front line workers at Oracle - you need to voice your concerns for the lack of resources provided to you. This is not on the staff at oracle but Senior management. Get yourself together

Posted by CantBelieveWePayForThis


Response times are abysmal. People are generally not knowledgeable enough to resolve the pressing issues and simply pass it on to the next shift. Then they ask you to repeat yourself time and time again (because they don't read the SR). Then they request information from you one small step at a time, with hours going by between each request (even if you respond immediately). Just like my mother; she calls me and I miss the call. I call right back and she never answers. YOU HAVE THE PHONE IN YOUR HAND STILL! When your obvious frustration shows in your responses, they get short with you and basically say there's nothing wrong with your system. AND WE PAY FOR THIS???

Posted by Anonymous


No Product Knowledge to Oracle. Worst Support. They always give some task and keep the SR status as customer working.

Posted by HateOracle


Oracle support for Opera system is worst! I was on hold for about nearly an hour and when somebody answered the phone, I explained the errors and problem the business is having but the lady on the phone just told me that she will create an incident ticket since she doesn't have permission. Are you kidding me!!!! Why do you work in support when you don't have permission or security to fix a problem!

Posted by Mickey Cho


Ever since Micros has been purchused by Oracle they have been the worst to deal with. It is unbelievable that a industry giant such as Oracle can operate so dysfunctional. I have owned restaurants for 30+ years and use to be the demo site for Micros. We even were the first in our region to adopt their KDS monitors for full service restaurants. Literally we were their test location and their demo site for all potential customers. When we have a computer problem, hardware or software it is a minimum of two days before ANYONE shows up to fix the system.

Posted by OracleIsTheWorst


Oracle's customer service is the absolute worst. They lost my application for over two months to the Oracle Partner Network. I didn't even realize it was possible to lose an online application. So, after back and forth with a rep there, I reapplied and my second app went through. Then Oracle miraculously found the first application and charged me an additional $535. Who needs two partner accounts? No one.

Now I've been asking for a refund to my credit card and for them to close the account that was created due to their website error. They can't seem to pull it together and refund my credit card.

They obviously don't think customer service is important because they're so huge. I'd be embarrassed to work there.

Posted by 1997sleepy


My company is using Oracle Fusion Applications. My major work is depends on financial report. It is the worst applications that I used for financial report. It is not user friendly. When your export to excel, it is bad, heading is center, can't show you right tab name, no formula is at excel. Compare with other applications that i used before, it is the worst one, but it is the most expensive one. Their studio for finance report is very outdated, it is designed back to 20 years ago, then that's it, no more new version. Why no one at Oracle try to work to work on finance report and make it more user friendly?

Posted by usually happy


Oracle probable have the worst customer service and support that I have ever had the misfortune of experiencing. They do not look at calls that you log until you chase them, they do not take ownership of issues. DO YOURSELF A FAVOUR AND USE ANOTHER COMPANY IF POSSIBLE. 0/10 ALL ROUND SCORE.

Posted by Jeremiah Czyz


I am getting so fed up with this company i am getting ready to rip it out and start from scratch. problems with billing they take out there payments every month thru vend lease and they are still sending me bills for the same equipment hours on hold and boom someone that doesn't speak english i wish i knew what i was getting into with this company 25 thousand dollars later and i can't even get a call back. 3 months later after submitting a problem with the programming i got a call back.funny how this company works up your ass sideways to sell you 25 thousand dollars worth of equipment and then you get the shaft when you have a problem the worst part is you pay a yearly service for there support wtf PLEASE DO YOURSELVES A FAVOR DONT BUY THIS PRODUCT EVER! from the edison grill

Posted by Anonymous


All

Your comments are valid (and the worse has not yet come) and can be attributed to customers not insisting that Oracle staff its' support to the professional level they
expect and deserve.

So the bottom line is that customers are paying your support fees and getting less for it (in effect paying more).

Legacy (application and database) support has been all but decimated as these people have left Oracle out of frustration - as well as being laid off - and the replacements (if any) are unable to address your issues because they lack the technical expertise.

Please focus your frustration where it deserves to be - that is: Oracle management and not the poor support person who took the job for a paycheck.

Now the reason these new people don't address your issue (or call you back) is because they have little or no idea what the problem is or how to address it .... so your SR's just sit there for months (and even years) with just token entries made to give the appearance it's being worked.

Again, this is all something YOU - the customer- are going to have to address with Oracle. You need to stand up and insist on the support you deserve. If you don't then you have to accept things the way they are and continue to vent on forums like this.

Oracle will ignore you until you - as one voice - stand up for yourselves. Oracle understands one thing: money.

If Oracle starts losing revenue because people refused to continue to over-pay for support contracts (which have a profit margin to Oracle of 90+%) only then will Oracle change it's ways.

Unfortunately, Oracle is counting on "where else can you go?" and lazy, apathetic customers ie: "it's not my money - it's the company's money".

Or....

Go where Oracle really wants you to go: Public Cloud. Sign a small check now and just watch how soon you'll be writing larger checks (then you do now) to Oracle in the near future.

That's it.

Posted by Anonymous


Opened a case with them for an issue we were having with their ORS system back in February. Called back two weeks later and nobody had so much looked at the issue. Tried getting our account manager involved, and he emailed back to say he'd look into it. I emailed him back 3 days later asking for an update, and he was on holiday for the next 3 weeks. We've emailed him 10 more times and have yet to receive any sort of response.

I started tweeting at their company account who assured me someone would get in contact with me. Nobody did. Tweeted them again that I hadn't heard from anybody. They assured me, again, that someone would be contacting me. Been waiting a month now for that "Somebody" to contact me.

This is, without a doubt, the worst customer service support I have ever experienced in my life. At this point we're going to begin legal action since we're paying them for a service, and they can't even be bothered to provide that service.

Add your review!

Posted by Mike


I had in general always very positive experiences with Oracle Support until recently. Most of the names I know vanished. From some of them I now they switched to SalesForce etc., but I recognize the complaints that experienced support staff is replaced by (cheap) inexperienced ones, mostly from countries in Asia.

Support for ADF was always good, but hey: Who is still developing in ADF?. WebCenter (Content) was good till some months ago, but I'm afraid Product Development lost some good resources. Last SR's where not resolved or promises made to fix something in the future. Know some other bugs that got never fixed, so does not give much confidence.



Don�t forget to include �Virtual� Support when moving to the Cloud. Oracle really had some cool Chat Bots!

Posted by GSTAR13


Oracle Sucks, 3omin On Hold And Then They Hang Up, Very Un-professional!!!

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