I am not very happy with Oracle Support. Over the past four to five years, I have experienced many problems when opening support requests. A lot of the time, the support asks the same questions repeatedly, which takes time. Usually, I solve my issue myself before they give me solutions. It seems like they do not really understand my problem, even if I translate what I want to say from Italian with tools like Google Translate. Sometimes it is very difficult to communicate with them. We have some Oracle support staff in Italy whom I can reach directly, which helps, but there seems to be a problem with the support requests. It is also an issue when different Oracle representatives handle my request at different times and ask me to explain the problem again despite it being written in the support request. This makes it very frustrating. Additionally, issues arise with product understanding. For example, in dedicated infrastructure, the Oracle staff handling the support request may not be familiar with the product or suggest solutions suitable for other infrastructures but not mine. Oracle Support should know the solutions that fit my infrastructure since they manage it, not me.
