Here's the first example:
Note: The messages in the what column are shortened and summarized.
When | Who | What |
October 31 | me | Hi, we would like to attach WebCT Vista to a content repository. How can we export an entire Vista course in one go? The course backup tool creates an encrypted file format. [see original request] |
7 days later | DK (Blackboard) | The backup file is encrypted as designed. [Yes, I know it is encrypted. My question was how I can get hold of the unencrypted contents] |
the same day | Blackboard | This case has been closed, Please take a few minutes to complete a brief Customer Satisfaction Survey... [Hey, I don't think this case is closed] |
the same day | me | How can we get a tool that decrypts a course backup file? Or are there other ways to export a course? |
3 days later | me | Hello? Do you have an answer to my questions? |
11 days later | me | Hellooo! I still don't have an answer! |
The same day | KS (Blackboard) | There is no built-in mechanism other than the enrcypting backup tool. [...] Our professional services team may be able to help you develop a custom solution to meet your needs[...] [Well, I think such a soulution will become quite expensive...] |
2 days later | me | I think we can handle the course backup file - if it is decrypted. We don't need a custom solution - just give us the decryption tool. For testing purposes, could you please decrypt one of our sample courses at [URL]? And yes, please establish a contact with professional services. |
11 days later | me | Hello? I haven't received an answer to my last request. |
The same day | phone call from BS (Blackboard) | The backup files are encrypted. Here are 3 reasons why [...] There is no way to get a tool that decrypts your own contents. [...] Professional services may develop a custom solution for you. |
The same day | me | Ok, I give up. Please establish a contact with professional services. |
the same day | Blackboard | This case has been closed, Please take a few minutes to complete a brief Customer Satisfaction Survey... |
So finally, there was no solution to my problem. I think it is scandalous that we are not allowed to export contents that belong to us - but this is another story. The big problem is the way, how this request was handled. Although it was a simple question, it took 35 days to reslove this case. An experienced WebCT Vista support person could have handeld this request with me within a couple of days. But instead, Blackboard prefers to involve 3 different persons, which is probably one of the reasons why I only got answers when I impatiently insited on them. And yes, my request to decrypt a single sample course for testing purposes was simply ignored.
Guess what I will write in the final Customer Satifaction Survey...