Sun/Oracle removed public firmware downloads
In a somewhat surprising move (and without any notification to customers), Oracle shut down public access to firmware downloads. I learned this the hard way when I contacted Oracle customer service almost two weeks ago.
Yes, it took 13 days for me to get access to the firmware download for systems under the standard warranty (i.e. less than a year old). It took Oracle a day to call me back after my initial contact with customer support and another day to identify that I needed to upgrade the firmware in a Sun Fire x2270 system. The other 11 days I spent e-mailing various folks at Oracle (Sunsolve website support, sales rep and tech support) to get the firmware that I am entitled to.
In the pre-Oracle days, you could just go to the firmware download page and download the firmware you wanted/needed. These days, however, I run into the following page more often than I would like to:
Reporting authorization issues is even more ridiculous for several reasons. First, reporting an authorization issue via a feedback link just does not sound right to me. Second, you don’t get any tracking number when you report an issue via the feedback link (I was not even sure that somebody would read these feedback reports). Since you cannot track these requests, you don’t even know how long it will take for somebody to get back to you.
Finally, a few days ago a tech support engineer e-mailed me an internal memo that explains why I was having difficulty accessing firmware downloads that were publicly available before Oracle completed the acquisition of Sun Microsystems earlier this year.
Excerpts:
Just want to make you aware of something I have recently found in relation to obtaining firmware updates for systems … likely applies to all hardware product set …
If customers ask you - here is how customers are expected to get firmware
updates …. that were formerly free …
Make note that if the x64 system shipped AFTER March 16 2010, then the Oracle Global Warranty applies, which does include access to firmware.
HOWEVER, the Oracle Global Warranty requires that the customer first has to *register the new system* before he/she can make use of that access. Customers should register their new system and get a warranty number that way which then can be used to open up the access to the firmware download.
If the x64 system has been shipped BEFORE March 16 2010, then the older Sun warranty rules apply, which also includes access to firmware, but they can NOT register the system for Oracle Global Warranty.
Customers in this latter case should open a formal *service case* to be given that firmware, as the old self-service free download is gone now.
