Oracle Customer Service Complaints - page 2

Hi

We had implemented Oracle Ebs 12.1.3 last 3 years back, accordingly we faced issues in various modules. In this we approach to oracle support thru by Service Request on SEV basis the support it goes to India Localization team (Major part) and some general SR it goes to some other country.

I work with oracle on 2015 onwards, previously the support team member continually follow the SR and provide the necessary solution timely. But last three years i watching your support team not properly provide the solution and timely we are not get the solution. Suppose they provide the solution if any further changes required in our SR immediately the act and create SPIN SR. (This is not a play ground and not a cricket) In Sev 1 on SR more than 6 months its going on. And Service Tax Entry data not in Service Tax report the SR created on Feb-2016 still this is going ... So how we will close our Service tax return monthly and what are the responsibility of your support engineer?.. We are paying your service support not for free service..

Further advise to your support team, to attend the support in time and correctly provide the solution on timely.

Regards
S.Thillainathan

Opera has probably the worst customer service ever! Major billing issues, sent invoices for someone elses hotel, threatened to be sent to collections 3x over a bill I paid and they can't figure itout even with a cancelled check. Asked 10 times for an invoice for annual support so I can pay (no kidding), but they can't seem to figure out how to send the invoice. Account managers beyond worthless, won't return calls or e-mail until they have a chance to send you an invoice. Love the fact that October 2015 was the date for CC chip readers, but as of today, they are still in the "testing" phase with Opera and we can't use them. Worthless, worthless, worthless. Really, just a worthless company. The worst...ever...

Micros Opera is really BS. For all the hype that the hotel industry gives them on how they are the number one s/w in the market, I personally can say if your current system works and your vendor supports you, stick with them and never ever consider the switch to this ghost of a company. Not only do the Account Managers not manage their accounts, but once their initial sale is over, you will just get auto respond emails forever looking for someone to help you out on your next purchase or question.

Micros POS and Opera PMS support was BAD before, but since Oracle took over it reached unbelievable levels of incompetency, delays and excuses!!! Don't think your account managers will help you, they just keep making promises and don't even bother to respond to emails for months....Do they even understand what customer service means? Funny enough, they are very quick to send you contract renewals and invoices...

Been In Business For 20 + Years, This Is The Very Worse Service, Wait Time And
Customer Support I Have Ever Witnessed In My Life.
Can Not Wait To Get Rid Of Oracle

Painstakingly researched aftermarket headlights resulting in the purchase of Oracle lighting for my 2007 Chevy Silverado. After getting ready and returning passenger headlight for repair or replacement was told cutting wires would result in 89.00 tech fee to repair. Light was repaired after payment for a Light That WAS LESS Than 2 MONTHS Old RETURNED To ME THEN TAKEN by me in unopened box to creative audio where approximately one hour later I was called by audio and lighting installer that light ballasts was not returned in box. Called oracle and was totally given the runaround and told shipping supervisor said ballast was returned and never taken out of box. Second lady I talked to almost immediately hung up on me. I personally have been in construction business for over 12 years in that time dealt with people from all walks of life with my share of issues dealing with public and I can honestly say in that 12 years I have hung up other one sinless person. I have always striped to resolve issues to the best of my ability. I must the fist oracle lady I talked to was a extreme dimwitt the second was a total jerk. I can only promise my rating for anything oracle is a total below zero. What a sorry customer service dept.

Support is not their priority. Bringing up concerns with their senior management officials goes nowerhe.

Logged a case for almost a month and yet it is still not resolved by Oracle Support Team.

On top of that, they were extremely slow in responding my inquiry (not until I sent them multiple follow up emails a few days later) and responded that the delay was due to their heavy workload with other clients.

Besides that, I was asking for a targeted closure date and yet I received no positive feedback from them.

The way they responded, is totally not professional and rather disappointed since Oracle is supposedly a well-established global organisation.

In the past, Micros was perfect example of the worst customer service you could experience. Since Oracle acquired it, they reached new level of incompetence! Processing even simple sales order (bringing them money!!!) takes ages. Organising simple resource request is just ridiculous, not mentioning development requests that can take MORE THAT A YEAR to be accomplished!!! Paperwork that take weeks to be prepared, then another weeks to be processed, incompetent development team reminds of 70s or 80s type of IT operation. I really don't know how they survived over the years... well, I actually do... they sales team promises everything but deliver old, clunky and old system. When you realise, you are at the stage of having large group of businesses where replacement with new system becomes so expensive, you prefer to focus on more important initiatives and try to swallow shitness of Micros system. After few years of dealing with it in dynamic and complex restaurant environment, I can tell you one thing - NEVER EVER CONSIDER MICROS!!! WHATEVER THEY PROMISE WILL NEVER HAPPEN!!! RUN AWAY FROM THEM BEFORE IT'S TOO LATE! They are absolute joke!

My company (not me) wants to buy Oracle Hospitality Opera and Micros. We had a proposal pre-Oracle purchase which is no longer valid. We want to spend over 1.5 million but the sales organization is so wrecked we have been unable to give them our money.

We have reports from the field that Opera support is so far behind that most phone calls go unanswered and unreturned.

ORACLE recently bought Micros. Support services of Micros have gone worst now. No one even acknowledge the case now. We keep calling but no one replies or attend.

Apparently, Oracle just bought out Opera/Micros PMS, and applied an "upgrade" to everyone's system across the country. However, since this "upgrade" was applied, we have had nothing but trouble. Opera has been borderline inoperative. Our hotel's productivity has dropped drastically, and we have collectively spent hours and hours trying to contact their customer support, only to get the runaround. We are unable to produce some of the most basic (and necessary) reports, the system has slowed to a crawl, and basic functionality is constantly interrupted. I as well used to love Opera, but Oracle seems to be working hard to destroy it.

Every time I call they have long hold times, frequently drop calls, am told my call will be escalated to hardware and they will notify me of ETAs and service. Never happens.

I am a Director of Revenue and used to be a cheerleader for Opera, telling other properties to get it but there customer support is beyond horrible. The system just underwent an "upgrade" to Oracle but let me tell you it is the worst downgrade I have experienced. I have 7 open tickets that have been open for 1-2 weeks. I call to follow-up because they won't they tell me it is escalated to more experienced technician. What does that mean? As I am typing this I am on hold with opera support with an expected wait time of 22 minutes! This is only after I was already on the call with an Opera support tech that had me run around and check other computer stations on the property for this "Unexpected Error" and the tech said I will hold. After I run around to everyone's computer to find that yes they are all experiencing it. I run back to my phone with no on there they hung up!!! Have they tried to call me back? Of course not.

Oracle customer support is useless. Actually waste more time then help... For some of the medium priority tickets, even with me attaching screenshots, providing detailed description of the problem, they could not even understand what's going on... Useless...

Absolutely, unbelievably the worst customer service I have ever experienced.
over an hour on hold to "leave a message" for a tech to call back. No call ever comes.
Had the same problem for over 2 months, called 4 times (an hour on hold each time) with no resolution. Currently on hold again for asking to speak to a supervisor - was told no several times already, but not giving up.

Most horrible follow up and completion of tickets. We have multiple issues and over 20 tickets in the "que" and never get a call back. Once we got a call back for a ticket we put in 4 weeks ago. Most horrible terrible customer service I have ever experienced. Especially with a company this big they need to step it up or they will fail.

Oracle "Customer Support" is non-existent. Problem: Billing Issue - Our company was billed by Oracle for another companies address. The Name and Address given on the bill for the services were for a different customer. Yet the Customer Name and Invoice number were ours. After spending 3 hours trying to get a person who is actually capable (ie. claims that they are able to respond to our billing issue), we still have NO RESOLUTION to our problem. After calls to Customer Support (the Collections Center # on the invoice,the 800 and 888 #s on Oracle's site, being transferred several times, leaving 6 voicemails....STILL...NO RESPONSE!!! HELLO, IS ANYBODY OUT THERE AT ORACLE?

Oracle Opera & Oracle POS is by far the most horrible appalling customer service I have ever experienced. It's completely useless and dysfunctional. They fired or edged out most of the experienced techs, send all calls to an offshore call center where they know nothing, and they promised a tier-2 tech will call. They don't, unless it's marked URGENT because a system is completely down, and even then it takes hours. I'm sure it's all about cutting costs, which they have done, but customers are now screwed. We have a backlog of 15 projects, some of which we paid for 8 months ago, and Oracle cannot schedule them. Some have a dire deadline beyond which our systems will turn into bricks, but no matter. And if we hire an outside contractor to do the work, Oracle will not consider it high priority if the contractor can't get us functional.

I'm looking for another job. This is ruining my work life. For god's sake buy some other PMS and POS.

Micros/Oracle Support is Horrendous. As we are a Casino, we need 24/7 support and when/if we call in to Micros/Oracle Support we need assistance ASAP.. It has been over 2 weeks and still NO response from support. Whenever we call in to check on an open case, we get the standard "it has been assigned to a senior tech who will give you a call asap" B.S. Two weeks into this I call and asked to speak to a manager and got hung up on.. If I could I would absolutely never use any Micros/Oracle product

Oracle bought out Micros. I have paid for 24/7 service. I put in a case request it took almost 3 weeks to get any reply. It was an email stating they did not understand and to call the help number. We call the help number and leave a message. (remember I paid for 24/7 because we are a restaurant and if our pos goes down we are in trouble. Luckily this was not a major problem. But here it is almost a month later and no resolution. I wanted to call billing but that number asks for an extension number and I was not given one on the bill. Without an extension number you cannot get anywhere. It seems Oracle prefers to hide from their customers than to help in any way shape or form. They are excellent at sending bills but nothing else when it comes to service. Steer clear when shopping for system/

The absolutely worst customer service I have ever encountered. The customer service request website is geared for somebody that works there not for customers with questions. After 2 months of trying to get an actual copy of the program I'm ready to give up. Can't even get a person that I can understand to actually give me an answer. One person actually had the nerve to say (in a foreign accent) "I will forward to an Engineer and he will call you back if he feels it's necessary."

Most of the support staff are point blank brainless, ever since oracle & micros merged together the entire organization structure has crippled. very difficult to even get through to my account managers anymore, there is much less human interaction and they just go buy what they see on the screen or by the company book. even when we have to renew our contract they are not interested to answer questions and make an effort to be in touch so we can pay oracle. due to this lack of communication one of our services expired and they don't know how to get around it so we can pay because the system is not designed to do that.

Sooner or later large corporations like oracle will no longer grow and big businesses rather partner up with small time successful entrepreneurs.

being a vendor and trying to work with a client that uses Oracle is the most stressful part of my job. I absolutely despise this company and their lack of customer service. the only way to ask for help is with an online form and because you work with people in India its more than 24 hours before you get a response and that response is usually of no help at all. I don't understand how they are still in business - Just terrible. 12+ months I've been trying to get help!!

After the Java 8 Update 20, I've had an extremely difficult time with using java in the browser. I can't run a single java applet that was custom made by my friend online, and its impossible for me to run anything. I would rate java a 0 right now, until they fix this problem. The Medium security level option should be put back. What was the point of taking it off in the first place. Only experienced people who know what they are going to do with java will change the security levl