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.
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...
1 comment:
I can confirm this situation. I posted a bug report on November 2nd about a problem with the spellchecking and apart from the ticket number (that one gets automatically) I got no reaction for one month.
Than they managed to inform me, that the problem was known to them and that they would talk care of it in a later release.
They also added an information about something that could be installed without explaining where that could be found and where that should be installed.
I wonder if we get an answer to this in a month...
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