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...
2 comments:
When WebCT tried to win us over some years ago, to upgrade to Vista, they told us it was IMS compliant so that we could import or export between Vista and other plateforms. That did not tell us, that the import or export was limited to certain parts of the tools such as tests or content modules. Infact, since their version CE 3 they have closed their fences even more as proves your complains here above.
I am afraid they will make any exchange between different platforms even more difficult in the future, to protect their business interests :-(
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