Bad Support: example #1

As announced in a previous posting, I would like to show in detail, why I think that client support from blackboard is unsatisfactory.
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...

Blackboard WebCT support dramatically degraded since merger

We were WebCT clients until Blackboard has acquired WebCT in spring '06. Since then the two companies have been merged together and we soon began to feel the consequences.

The quality of product support has become worse than ever before:

• Very often, we are getting unspecific or "canned" answers to our support requests.
• It takes an unacceptable amount of time until we get viable solutions.
  

I will prove these assertions in future postings where I will show in detail how typical support requests are handled by blackboard. So stay tuned...

We have repeatedly complained about this situation. Blackboard (BS, HT) agrees, that the support quality is unacceptable and they regret it. The main reason is that the original WebCT support staff located in Canada was laid-off. Although they got an offer continue their work in USA, many of them refused to move. The consequence is, that new support staff has to be hired and trained.

My conclusion is, that this aspect of the merger has been badly managed...