"So far I'm very disappointed," one respondent said in a comment. "It's certainly not 'My' support, it's 100% 'Their' support (everything is centered around an idea how to cut as much as possible their support expenses.)"

One European Oracle user said via e-mail that the MOS site struggles to perform over lower-bandwidth lines, and the redesign overall was unnecessary and even counterproductive.

"Who cares...the phone works," said the user, a long-time Oracle projects consultant who preferred anonymity. "And I think that some customers will use the phone even more [now]."

Oracle is going to make sure large customers are taken care of, but that may be a moot point since those users probably have a dedicated support worker anyway, the user added.

"I think that if there are enough complaints from a large number of small customers, so revenue is influenced, then Oracle will listen," he said. "If Oracle does not listen to the customer base as a whole, they are in trouble."