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Unable to access ELearning

    Question

  •   Hello

    On Thursday April 3 around 2pm est I began experiencing issues accesing my elearning courses. These are the same issues reported in this forum. I called the support # listed on the elearning website 800-636-7544. I explained the issue to the person I spoke with in detail. They told me to perform the usual troubleshooting steps, clear internet cache, delte cookies, etc.. This as you know did not correct the issue. After 15 minutes of going through these steps the technician tried to access the site himself. He was able to reproduce the same issue I experienced. He said there appears to be a problem with the site and to tery again later. I asked him if he knew when the site would be functional and if he was going to open a ticket on this case. He was like oh yeah I'll open a ticket as if he did not think the issue justified a ticket being opened. I was troubled with the lack of urgency expressed by this person. He stated that the group at 800-636-7544 is not responsible for issues with the actual site. I asked who is responsible and if I could please have their # so I could contact them. This information should have been passed along when I called and I should not have had to waste my time notifying the necessary group who is supposedly responsible.

    I next contacted the Element K support team. This was the group I was told was responsible for the website.  I again had to explain the issue and go through the same troubleshooting steps even though I explained to him that I have already done this. After another 15 minutes of going through these steps he logged into the site and reproduced the issue. He then proceeded to contact another group and was told there was site maintenance being performed and the site would be down during this time. He did not have an eta of when the site would again be functional. I expressed to him that it was inconvenient for the site to be having maintenance performed during the middle of the day. The Element K tech said that this is when most maintenance is performed. I would find it hard to believe that site maintenace is done during the middle of the day. Is this when Microsoft typically performs these updates? I wish I was told before signing up because it is extremely difficult to study the course material if I do not have access to it during normal business hours.

    The Element K tech stated that there was not a ticket opened for this issue and that he would open one and notify me once the issue had been resolved. On Friday April 4 around 9am est I called Element K again requesting an update. I spoke with another Element K tech and he said he was not aware of an issue and looked into the history of my call. He was going to research this further and contact me back. It is very troubling that this issue was not reported to all team members and groups responsible for the elearning web content. The Element K tech contacted me back and said there was a workaround to access my elearning content. I tried the steps he suggested which we tried for about 15 or 20 minutes with no success. The Element K tech tried to access the elearning material as well and he to was able to reproduce the issues I was having. The Elmenet K tech said he was told that this workaround should have worked. It would have been better if the workaround had been tested prior to contacting me and wasting my time seeing if it worked. I asked to speak to the manager of the Element K support team to express my frustration. I spoke with the manager and I told him about all of the issues I was experiencing. The manager siad he understood my concerns and that he would escalate the issue and contact me on Monday. I have since left him three messages waiting for my call to be returned. Today is Thursday April 10 and I have still not heard back.

    I was not able to log into the site until around 4pm est on Monday April 7. I believe the amount of time the site was unavailable is totally unacceptable.
    As stated in previous posts, I do not believe this problem was addressed with the urgency that should have been attributed to this problem. The support number listed for the elearning site 800-636-7544 does not seem to be the correct support group for this type of an issue. I notified support of the problem on Thursday and only on Monday did a banner appear notifying users of an issue with the site. If something would have been placed sooner at least users would have know there was an issue. There seems to be a lack of communication between support groups at Microsoft. With all of the tools available to Microsofts disposal I would think they would be aware of an issue before a customer contacted them notifying them of the issue. This problem should not have taken 5 days to correct or to notify customers of a problem. I would appreciate speaking with someone further regarding this


    Thanks
    Steve Renaud
    Thursday, April 10, 2008 3:39 PM

Answers

  • Hi Steve-

    Closing the loop here and marking this question as answered.  Thanks for expressing your concerns to me directly and we do appreciate the feedback! 

    Alicia


    Program Manager, Sustained Engineering Team
    Monday, April 14, 2008 10:40 PM
    Moderator

All replies

  • Hi Steve-

    I'd be happy to discuss this further with you.

    There was a message posted on the Learning Manager website as of April 5th as well as in these forums:  http://forums.community.microsoft.com/en-US/thread/7f265f29-8ae2-430b-b318-101e6445db1f

    With your approval, I can ask that Element K pass on your information to me and can be in touch with you directly.  Please do not post any personal information on the Forum (Email address, etc).

    Hope that works.

    Thanks-
    Alicia



    Program Manager, Sustained Engineering Team
    Thursday, April 10, 2008 8:41 PM
    Moderator
  • Alicia

    Thank you for the follow up. Yes, please contact Element K to receive my contact info

    Thanks
    Steve
    Thursday, April 10, 2008 8:44 PM
  • Alicia

    i am still waiting for a call back. Can you please contact me today

    Thanks
    Steve
    Monday, April 14, 2008 5:23 PM
  • chip77 said:

    Alicia

    i am still waiting for a call back. Can you please contact me today

    Thanks
    Steve



    Hi Steve-

    I had a call into Element K and am waiting for a callback.  I'll give them another call.   Were you given a ticket number by Element K?  If so, can you provide that?

    Thanks-
    Alicia


    Program Manager, Sustained Engineering Team
    Monday, April 14, 2008 7:22 PM
    Moderator
  • Hi Steve-

    Closing the loop here and marking this question as answered.  Thanks for expressing your concerns to me directly and we do appreciate the feedback! 

    Alicia


    Program Manager, Sustained Engineering Team
    Monday, April 14, 2008 10:40 PM
    Moderator
  • Alicia contacted me as promised and discussed the support issues and the eLearning site with me in detail. She was very interested in my dealings with the eLearning Support team as well as my experiences with the site. I expressed my dissapoinment with the fact that I had signed up recently and have had quite a few issues with accessing my course content.

    Alicia seemed genuinely concerned and informed me that her team is working on improving support issues. I feel this forum is a great way to have issues with respect to the elearning site addressed in a timely fashion. It is refreshing to know that at least are comments and suggestions are being listened too. I look forward to further enhancements and hopefully a more stable environment

    Alicia, thank you for your time and attention to this matter

    Steve

    Thursday, April 17, 2008 6:18 PM
  • Hi Steve,

    I am really sorry for your troubles. And I am glad that you feel like you are being listened to at least.

    The entire engineering team is keenly aware of the performance issues we have had over last week. We are working hard to address those issues. We have made some updates to the server yesterday that has made things better significantly and we are working on more features to make it even better.

    Thanks,

    Rich
    Lead PM, Learning Manager
    Thursday, April 17, 2008 7:37 PM