Oracle's new AI-enhanced support portal leaves users fuming
- Reference: 1766490491
- News link: https://www.theregister.co.uk/2025/12/23/oracles_new_aienhanced_support_portal/
- Source link:
The new support portal from Big Red — My Oracle Portal or MOS — which went live in early December, has been frustrating customers and support staff for the last few weeks.
Oracle has yet to respond to a request for comment.
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In November, Greg Parikh, Oracle veep for information development and operations, said in a [2]blog post that the MOS portal offers new features, including AI-powered interactions, streamlined navigation, improved search capabilities, and enhanced knowledge access.
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It is perhaps remarkable that in making these improvements, Oracle seems to have made the service worse.
One support professional who spoke to The Register said users were increasingly facing a chaotic situation with MOS. "Obviously, Oracle is using this new AI to cover all customer needs, which is not working that well. Support note numbers get no satisfactory results, automatic service requests can no longer be created by Oracle customers, and patches and fixes are no longer visible because the indices are deleted."
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Deutsche Oracle Anwendergruppe (DOAF), the German-speaking user group for Oracle users, also noted unreliable and incomplete search, for example, the Exadata Master Note — formerly Doc-ID 888828.1 — does not appear in the search results. There has also been a loss of favorites and personalization in the switch to the new portal, the user group said.
Meanwhile, support professional has to waste their time contending with broken or internal links and limited patch search and downloads, [6]the user group said .
Frustration also boiled over onto Reddit, as users [7]shared their experiences with the new Oracle portal.
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Users pointed out IDs had completely changed, such that searching for 888.1 — the Primary Note for Database Proactive Patch Program — or 555.1 — database 19c Recommended One-off patches returns error message KA912 as the top result. "Links to other documents, which still reference the old IDs, are currently failing for me," one user said.
Others said they had to waste time recovering information which was previously in easy reach. "Even finding ‘Release schedule of Current Database releases' took me several logins and searches. And the resulting view is definitely worse; at least they could hide the right panel, which effectively shrinks the readable window," another said.
Eric Guyer, founding partner at Oracle and SAP advisory and consulting firm Remend, said while the old portal was basically all access, to everything, for anyone with an Oracle Customer Support Identifier (CSI), the new portal seemed to have become more minimalist, tightly controlled, and chat-bot driven.
[9]DOE recruits cloud, chip, and AI giants for Trump's Genesis Mission
[10]Delays? What delays? Oracle insists its $300B cloud contract with OpenAI is on track
[11]GAO report details faltering Veteran's Administration records upgrade program
[12]Salesforce opts for seat-based AI licensing as customers demand predictability
"People used to the old portal will wonder where everything went. Bug or feature I don't know yet. Might be great… or it might be another signal that Oracle's focus is elsewhere," he said.
Iain Saunderson, CTO of Spinnaker Support, which provides support for Oracle and SAP, said the introduction of the new portal was affecting customer onboarding to alternative support to Oracle. "The frustration from the community around the portal launch is that Oracle hasn't consulted their users. It doesn't work. People can't get to the information they need. We've had a few concerns from prospective customer who are concerned about their ability to do business in MOS."
Some readers may be keen to point out that the apparent degradation of its customer support using AI comes at the same time Oracle has seemingly bet the company on AI. In the autumn, Oracle announced a $300 billion cloud compute contract with OpenAI, but [13]KeyBanc analysts warned that Big Red may need to borrow roughly $100 billion over the next four years to build the datacenters required. Concerns over debt and the cost of building AI infrastructure have meant Oracle has lost around a third of its value since it peaked in September, [14]more than the value of the OpenAI deal . ®
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[2] https://blogs.oracle.com/peoplesoft/transition-to-the-new-my-oracle-support-portal
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[6] https://www.doag.org/de/home/news/neues-oracle-support-portal-sorgt-fuer-erhebliche-unzufriedenheit-in-der-anwendergemeinschaft/
[7] https://www.reddit.com/r/oracle/comments/1phajgl/so_they_updated_mos_metalink/
[8] https://pubads.g.doubleclick.net/gampad/jump?co=1&iu=/6978/reg_offprem/paasiaas&sz=300x50%7C300x100%7C300x250%7C300x251%7C300x252%7C300x600%7C300x601&tile=3&c=33aUrKri_JFJ_fbRejPcU74gAAAdY&t=ct%3Dns%26unitnum%3D3%26raptor%3Deagle%26pos%3Dmid%26test%3D0
[9] https://www.theregister.com/2025/12/19/doe_genesis_agreements/
[10] https://www.theregister.com/2025/12/15/oracle_denies_openai_delays/
[11] https://www.theregister.com/2025/12/15/gao_report_details_faltering_veterans/
[12] https://www.theregister.com/2025/12/12/ai_agents_salesforce_pricing/
[13] https://www.theregister.com/2025/11/21/oracle_ai_adventures/
[14] https://www.ft.com/content/064bbca0-1cb2-45ab-85f4-25fdfc318d89
[15] https://whitepapers.theregister.com/
There are managers out there capable of recognising skill and valuing it. There are also managers who do not value skill when it walks in through the door and do not recognise it until after it left. LLMs are good are supporting your views, leading them to become trusted by people who do not check for confirmation bias. A perfect opportunity for managers bad a recognising skill to hire and incompetent LLM.
Sometime around when the workforce stopped being viewed as people and started being seen only as resources?
Fully agree on the point above about some LLM's ending up as echo chambers rather than useful reference aids though.
It does certainly explain why some elements eulogise them so much.
Oracle's support site was a jumbled mess
and always was painful to use but yeah they have made it much much worse.
Also loved that we received an email to say the new launch of the improved support site was delayed and would launch at a later date , yet got another email 30 mins later another saying it had been done & the new site was live. Embarrassingly incompetent.
Re: Oracle's support site was a jumbled mess
AI has been tasked to create the new email service and now you get an email to announce that you will be getting an email containing the announcement of getting an email that announces getting an email about the AI sending you an email that announces the email you will be receiving.
Re: Oracle's support site was a jumbled mess
Agreed - it takes something to make it even worse than the old "Support" site for navigation, finding information etc.
AI has made things better, said nobody, ever!
"Oracle's new AI-enhanced support portal leaves users fuming"
^ This does not surprise me at all. AI has no emotional intelligence, it is still significantly imperfect and it is now being used to replace front line first contact humans resulting in a significantly worse service. This is in addition to the sacking of staff to save $$$.
MOP — My Oriface's Portaloo ?
Every enterprise that mindlessly deploys this steaming pile of AI turds between their business and their (for now) customers is actively shitting on those customers.
How long before it becomes "anything but Oracle…" as though it wasn't already that for other completely distinct piles of crap previously dumped on customers.
Re: MOP — My Oriface's Portaloo ?
>>.....How long before it becomes "anything but Oracle…" as though it wasn't already that for other completely distinct piles of crap previously dumped on customers......<<
It amazes me as to whom, between Orifaces and MicroShit(softTurdage), who can shit in their own kitchen the most!
I still don't comprehend the blind faith C-Suite put in AI (unless it's really to do with chasing that next bonus by reducing headcount). What we're seeing now is just the tip of the iceberg.