Student Complaints

Subject: The new course room

I was completely disappointed when Capella announced it’s migration to the WebCT CMS (Course Management system). I chose Capella because I was assured that WebCT was not in use nor was planned to replace current CMS at the time. I’ve been a WebCT CMS administrator for the last 6 years and we have never ever had a successful semester (term) startup! I can tell you from experience; these problems will never go away no matter how much you pay WebCT support to take care of them for you. It’s not going to happen and you are definitely going to feel the wrath of this decision over the next couple of weeks when students start dropping off like flies because as soon as one problem gets patched another is going to show up. It’s called BAD design. we are finally in a financial position to migrate to a different, properly designed (user interface and tools) and developed CMS next semester. I am seriously considering dropping out if I don’t receive assurance that Capella is listening to and acting responsibly on our behalf.

A very disappointed learner. M.S. in Information Technology/Information security student.

Subject: The new course room

I’m not sure why an organization with an IT education program needs to be reminded that they need to communicate. They have lost more from the lack of communications than from the failure of the application.

Originally Posted: 10 Apr 2004 06:34 PM

Subject: The new course room

I hope that they said something other than “I was also told that issues were caused by many people trying to access the course room at once, Even if they were telling a fib. As you say, this is an online college and everyone is going to access the courses at once. The way you put it suggests that the people putting this product out had no clue what Capella is. All of this scares me. I am wondering if it is time to look elsewhere. I haven’t decided to drop. But unless someone in admin starts responding seriously to the concerns in this list, I really have to wonder whether Capella truly can manage an on-line college.

Subject: The new course room

In response to a stern letter I wrote back to the president, I received the following (not from the president), however it is in writing and I’m still trying to decide what to do): Dear [name removed] Thank you for feedback on the course room. I apologize for any frustration you are experiencing. We appreciate your patience as we launch the new course room. If you do decide to drop your courses this quarter, we have extended the cut-off for the 100% refund drop date to 4/16/2004 due to all the problems that learners have experienced. This quarter will not count against your “off” quarter if you do decide to drop all your courses this quarter. In regard to getting a refund for the books you purchased, you will need to contact the book store directly at 1-800-325-3252. Thank you for your understanding. Please feel free to contact us with any further questions or concerns.

Ghadah Makoshi

University Services

Originally Posted: 10 Apr 2004 07:08 PM

Subject: The new course room

Capella, are you listening yet? I knew when I started this thread that people would come out of the woodwork with their comments and concerns. This is serious stuff. Ya’ll best be listening and taking action.

Subject: The New Course Room

I agree. The lack of communication is what bothers me most about this. A student (consumer) should not have to write several different individuals within the institution to find out what is going on. Prior to this situation, I felt secure and confident in my decision to attend Capella. Now, I am not so sure.

Originally Posted: 12 Apr 2004 09:48 PM

Subject: The new course room

This is my first quarter here and I must say this has been a horrible experience. They blamed the problems on the profiles then the user load. It is down again because of maintenance. I wonder what reason they are going to come up with next. If I provided this type of service at work, I would have been terminated the first day. I can see a lot of students dropping classes because of this. I’ll probably be one of them.

Subject: The new course room

I just dropped both of my classes because by the time I can actually gain access to the “tool”, I will be so far behind that it won’t be worth it. This is a HUGE inconvenience and totally screws up my plans for graduation. The last day to drop with 100% refund is 4/16 so I should be reimbursed, but that doesn’t change the incredible bother this whole thing has been. I’ve re-submitted my DCP and hope there are no problems with it, but who knows? I agree, if I preformed this badly, I would not have a job. I am however, pleased to hear about the research done on Section 508 and 504. I used to work with kids at juvenile court and Section 504 was a very powerful tool to get school districts to comply with the regulations. I will continue to check in on this board to see if the problem is improving and if I should register for classes next quarter. What a hassle!

Subject: The New Course Room

I am the Network Systems Architect for a multi-national law firm located in downtown Minneapolis. In fact, I can see the Capella offices from my office window. I started the Masters program 16 months ago, so that I could continue on my professional career with minimal impact to my family and personal life. I had no preconceived notions of online training, and found the old course room marginal at best. To be really honest, I was actually disappointed that one of the premier online universities in the country had such a rudimentary interface. I work on homework both at home and work so the inability to save work in my own work area was difficult to work around. There was no spelling or grammar check capabilities, and the interface didn’t give me an “learning portal” where I could see new assignments, posts, discussions, etc.

The disappointment that I felt when first starting the coursework for my Masters program is now dwarfed by the frustration that I feel for the new system. The new system not only doesn’t provide the grammar and spelling verification, but now I cannot edit or delete my own posts. The purpose of an upgrade is to provide users with additional functionality, while not eliminating the functionality that already existed. The only feature that I can honestly say is valid is the “Draft” feature, however even this is poorly organized. It would be better to group all drafts together, so I don’t have to navigate a horrible structure just to find the two posts that I’ve been working on. While these failures are system related, there is one major failure that I place squarely on the shoulders of the Executive staff at Capella: the lack of communication has been dizzying. President Offerman’s form e-mail last week was the first e-mail that I had received regarding the new course room and its failures. I work in a very high-demand law firm with almost 2000 employees worldwide. We are NEVER able to take down systems for maintenance without notification. Generally that notification is in the form of an e-mail, with an ETA provided on the revival of the system. Last night (4/12/2004) I spent 3 hours waiting to get into the system without being told that it was down, only that the staff was “conducting maintenance”. I don t care what it is, since this University prides itself on making itself available to the “working adult”, the system shouldn’t be down during evening hours.

These inabilities to the system are major system flaws that should have been piloted by a single class, not by users that have never known anything else. I grant you that the pilot throughout March was successful, but these students never new what existed before.

Thanks for your time on this matter. I’m sure that the system will work out, but please make sure that If nothing else, we as a student body are at least aware that the system isn’t available.

Enterprise Network Systems Architect

MS/IT Learner

Subject: I share your frustration

Kurt,

I agree with the opinions and the concerns voiced by my fellow learners. The new course room environment is a distraction to the students and an embarrassment to a technology focused university like Capella, I am 100% in favor of returning to the previous course room environment so that students can focus on learning the material presented during their respective courses. Instead of worrying whether or not they will be able to access the Information.

MS Learner

Subject: The new course room

I am not sure that a pilot would have caught the problem. I suspect that the application just can’t scale to the number of users. Capella has some unique needs that perhaps don’t normally occur. Because most of us are working, we end up hitting the system during a short period of time. I suspect that there are some bottle necks (database? app server?) that are unlikely to be easy to fix.

I don’t think that we can shout it enough or loud enough - communications have been atrocious. It shouldn’t be that hard to report a problem. And when a problem begins to affect more than one or two users, someone needs to let everyone know before they waste their time trying to make it work.

I have been able to work around the problems for now (maybe because so many have quit). I’m surprised at how few have posted this week on my classroom. Have they quit trying or quit the course? I’m worried whether Capella can survive this glitch with enough students to continue their program the two years I need to finish. Should I cut my losses?

I find it ironic that I am in the basic project management .class. I have suggested that we could throw the books out and do an in depth analysis of how this software was deployed. I’m convinced that we could learn more by the failures of this project plan than by the books or our projects. Hanging in there for at least this semester, though I really would like some statistics (honest ones) as to the number of students who have dropped out. And I think that Capella should seriously reconsider any tuition increase for the school of technology this year. A one dollar increase added to the dissatisfaction of the student body may be enough to close this school.

Subject: The new course room

[Name redacted], I agree with you on a lot of what you stated.

The inability to delete or edit posts in WebCT is a major flaw that should not be tolerated. Also the nagging dialogue box asking the user to trust a invalid certificate that is not only nagging but truly unprofessional like you mentioned. I have tolerated similar unconfigured v3 certs on other web servers and at the same time think about their professionalism and credibility!

Posted 14 Apr 2004 10:40 PM

Subject: The new course room

I was put off by the popup boxes for postings at first, but I started liking them because in the old system, after going to a message, I had to scroll through from the beginning to get to where I was. In 3 browsers that I’ve been using to try this thing out, the popup boxes in the discussion lists and other areas are not printable, even with a right click. I would like to know what browser this was designed for. It certainly can’t be universally functional. I would suspect Explorer since this acts like a Microsoft program. Having assignments separated from discussions, which are also assigned, was quite annoying. I thought I had done everything because I had double and triple checked that my posts actually appeared on the discussion lists (3 posts disappeared in the past week and 2 reappeared). A note in the discussion that we should look at the assignments page would be good. I shudder to think what would happen If an attempt at integrating the discussion and assignments was made.

Subject: The New Course Room

Email notifications can be automated and take little time and energy to generate. Why not let us know ahead of time if there’s a scheduled downtime -- I do remember a couple of these over the past quarters. However, this week, there have been unpleasant surprises. As bad as university of Phoenix was, they did notify us of downtime immediately or ahead of time.

Subject: The new course room

This rollout has violated most of the principles I’ve learned in Project Management, usability, System Testing, and Software Engineering classes that I’ve had right here at Capella. There should have been a huge increase in server capacity to take care of the exponential stress loads caused by thousands of people learning to use the system. I would imagine that it’s at least double the amount needed for normal use by people who understand the system.

Subject: The new course room

First of all [name redacted], welcome - it wasn’t like this before. Images in posts for a signature is an interesting idea, but each post is already labeled with our name at the beginning. The poor souls who still have dial-up would be especially frustrated after waiting to read a 20k posting, only to find it’s a short sentence with a nice picture. Some people in my class are still using attachments in discussions when they should just post text (even after being asked not to do so by instructors). I used to have dial-up, but even with DSL, I won’t read attached posts because of the lingering frustration. While the idea of images with the postings is attractive-—I liked the profiles where we could actually see what each other looked like--with what is happening.

The new course room is awful. The old course room was fast, efficient and easy to use. The new course room is full of bells and wow features but, it takes forever to load and does not work half the time. I want the old course room back’! It was so easy to follow and understand. The new course room is too complex and it takes me forever to even figure out where I am at and what I want to do. Not to mention a separate discussion and assignment section. That is just a big pain, please, please give us the old course room back. The only feature of the new course room that I think is worth anything is the email function. Too bad it doesn’t work correctly.

Subject: Will file complaint with U.S. Dept. of Education If . . .

Hi [name redacted]: I have noted similar concerns with WebCT. In fact. I have suggested to Capella to create an Instructional Systems Design Committee to assist the IT folks to resolve many of these Instructional and learning problems. The ISD Committee can recommend, develop, design, and modify “administrative” components to make WebCT 508 Compliant. In addition, the IT department is not looking at the navigational issues which are not “learner-centered” with WebCT.

I have received all of my educational training in ISD from Capella (PhD Learner), which I used to get my first ISD job at the Maryland Judiciary. Just getting the system up and running should not be the focus, but ensuring that the system provides an enjoyable learning environment that facilitates learning for all students.

Subject: The new buggy course room

The new Capella course room is a disaster. Every now and then I come across a new bug. The interface is not quite usable; a simple task such as viewing a discussion needs at least 5 to 6 clicks. The previous course room was a lot intuitive and usable. Additionally, the time out is too less and needs several logins.

Here are a few bugs I have come across so far.

1) Currently, I am enrolled in 2 courses, TSS120 and TSS150. If I login to TS5150, clicking the discussion or the assignments link takes me to the discussion room for T55120.

2) I am unable to view attachments in mail. Clicking the view attachment link shows me a page that says. “The resource has been moved.”

3) Since I am enrolled in more than two courses this quarter. I tend to work on both courses at the same time. Ideally, I should be able to log on to Capella only once and be able to browse through both courses at the same time, but that’s not possible in the current classroom. To view another course, I have to close all explorer windows and log in again. I find it irritating.

I think Capella needs to take a vote and find out if the learners are happy with the current state of affairs and if possible move learners having these problems to the old course rooms.

Subject: The new course room

At the start of the quarter my intention was to take the high road regarding the rollout of WebCT. I understand Murphy and chaos theory have a way of fouling even the most carefully constructed plans. So, I kept thinking of the value I’ve received so far and waited for the situation to improve. It’s almost halfway into the quarter and, frankly, the high road has developed huge potholes. A number of extremely unproductive features have already been mentioned. I honestly can’t understand how this product made it through a Capella review and user pilot. Even when/if it becomes fully operational, it will still be 2 steps forward and 500 steps back. I vote we go back to the old Learning Space, then look for a replacement that actually is an improvement, or custom-build one. A million dollar Yugo is still a Yugo, and for how much we’re paying (and about to pay more) we deserve better.

I just checked my classes and there hasn’t been any new posts since the beginning of the week. I feel like I wandered onto the set of Home Alone.

I like my classes and instructors, and think the university as a whole provides value. But enough is enough - admit a mistake was made and fix it. Better to learn from a failed, albeit expensive project than lose most of the students and demoralize the rest.

Hello, Kurt, are you listening? we the customers can’t communicate with each other. we’re the reason you’re here. Touching base once a week is not sufficient - we need a solution, not half fixes like grading on a curve or extending the drop
period.

Sticking by a boondoggle while all the citizens leave, or sue, is not good business sense, and not good people sense either. How much plainer can this be said - go back to the old way so we can actually have classes and solve the problem on your own dime.

[Name redacted] I think you should add refund to your suit. It is unfairto pay for a service you can’t use.

Posted: 01 May 2004 03:09 PM
Subject: The new course room

There is a key difference between an online university and a physical university. In a physical university if a bus breaks down you can walk if close enough or ride with a friend, and the students can organize [sic] into a collective voice. In an online
university, if the system is not functioning, in other words the students are not communicating, there is no university, and students are basically islands. And there are no alternate means of communication.

I am disappointed that the administration is still viewing this as a ‘bit of turbulence”; it is a crisis that should not have dragged on this long. All of the technology students shaould [sic] have been receiving daily updates to our base e-mail address on what
was happening; communication has been very poor.

I don’t view performance picking up because a large number of students either can’t connect or have quit as a positive development. It looks more like “acceptable kill ratio”. In my classes there are normally 50 posts between Monday and Friday; lately there have been 2, and one was the instructor. we are paying in one way or another for the admin’s lack of contingency plan.

Subject: Capella Claims Course Room Problem

I’m curious as to how your suit is going. I‘m somewhat surprised that someone hasn’t sued them before this. I have been at this school for going on two years trying to finish my degree. The only reason I’m still here is the residency requirement. I have yet to take a class where there hasn’t been some mistakes. After 10 or so classes you would think that wouldn’t be the case but it keeps happening. Between this new and “improved” course room and the lack of support when you need help with a class (one of my classes the instructor has already hinted that he hasn’t read the material and the lab assistants haven’t either) I’m ready to call it quits.

Posted: 04 May 2004 10:26 PM
subject: The new course room

I have been going nuts about the sloooowww reappearance of the discussion outline after a post. I did not know this was a new format. It is awful. I bought a new computer, and I thought something was wrong with it.

Also, the number of students per some classes and number of response threads help to slow it down.

Hi [Name redacted]

I’m glad that it isn’t just me. Like I said I haven’t taken one class where there wasn’t some kind of screw up: Links that didn’t work. Text books that weren’t the same version as the software, class assignments that were different from one link to another when they were supposed to be the same.

I’ve taken somewhere between 10 and 12 classes. How is it possible that this school keeps going
like this?

PS. Perhaps the rest of this discussion should be via regular email, Mine is [redacted]

- From a usability standpoint: it isn’t. It is confusing, difficult to navigate, and slow. Think about how many chicks it takes to get to what you need.

- From a functional standpoint: It has lost a good deal compared to the old system. How do I sort by date? How do I sort messages by learner?

- From a working standpoint: It is still broke. I posted two messages last night; I am still waiting for them to show up. It is just plain bad.

[Name redacted]

I investigated University of Phoenix and Capella at the same time. They pestered me like maniacal used car salesman - at home and work, e-mail and phone - even after I had enrolled at Capella.

Capella’s new courseroom stinks like last week’s meatloaf.

Personally, I am inclined to believe that “civilly disobedient” posts regarding non-compliance with access regulations or critical observations of the travesty called WebCT are being censored. Recently in a website usability class we tested sites for a unit assignment. one of the students tested Capella, which did not pass. I asked the student if he contacted anyone about his findings. The instructor gave me “off the record” flak for posting inappropriate comments.

Speaking as a non-disabled student, WebCT stinks, I and a LARGE number of others have said so in the discussions and in class, and so does the near-total lack of communication regarding the situation.

We have suggested solutions, but it is increasingly apparent there isn’t anyone listening.

What I would like is some feedback here. Anyone who stuck out the spring semester with WebCT!

Has the usability of it improved significantly to where it is now useable? Has the ability to edit and or delete a post been restored like was available in the previous courseroom called Learning Space?

I would just like some real user feedback in able to use make an informed decision. Should I forge on with my Masters efforts at Capella or take my education dollars elsewhere?

Thanks
[Name Redacted]

I commend you on posting some interesting information on the compliance issues with WebCT, your efforts are laudable with respect to pursuing what should be corrected with WebCT.

in reading this thread I’ve been pulled in and now feel compelled to respond to some other suggestions by other learners in the HR arena/specialty that have disagreed with you.

To those learners who think that it is incumbent on students/customers to resolve problems reported to Capella, with all due respect I disagree.

Capella is a for-profit business providing a service to students/customers. The ONLY responsibility students have to Capella is making them aware of a problem. At that point, Capella is responsible for collecting reports, analyzing the problem, formulating a solution, and implementing it effectively. Capella has a payroll and employs people to solve problems. It is fallacious thinking for anyone to suggest that a student/customer is part of the problem when they are issuing concerns, regardless if it’s perceived as complaining.

It’s always a plus to have students/customers offer solutions or ideas, and Capella should ask for them. However, no one from Capella should expect or require that when students/customers are increasing their awareness of an issue.

That’s just my humble two cents for now, I could be wrong about this and if so, it won’t be the first time I was wrong about something.

Thanks,

[Name redacted]

Thanks [Name redacted]! I know it’s hard and I applaud your efforts. It’s amazing how many people think access doesn’t matter and at the same time would be extremely insulted if called a bigot. Denial of access is bigotry no matter how you slice it and it amazes me that Capella can discriminate against an entire population of people while displaying a nondiscrimination policy claiming it doesn’t. Then again, I guess I’m not surprised.

Best to you!

[Name redacted]

Performance of WebCT appears to be faster, but the usability of the software is difficult. It took three weeks just to feel comfortable accessing the course room. The layout of the course room can be very confusing, and I do not consider myself disabled.

I have mentioned improvements or changes that I think would be beneficial to students:

1) Ability to edit or delete a post

2) Eliminate confusion with discussions and assignments

3) Provide a Capella email address. Currently I use my personal email, theemail built into the course room, and yahoo groups for communications. It is very time consuming to check all these places for class information.

4) Ability to download all the assignments for a unit, so they can be worked on offline. Currently you have to go to the learning units area to gather unit information. Then you have to go to the assignments area and copy the web text and put in a word document. Finally, you have to go to the assignments area and copy the text from the web page.

This is so confusing that my instructors have created unit checklists to help the students complete all their course work.

5) No paragraph separation in the assignment tool area. You have to type ‘<p>’ to create a new paragraph

6) Assignments are usually due before midnight Sunday, but the assignment tool says it’s due at 10 or 11 A.M. You don’t post your assignment in the assignment area; you post it in the discussion area. Then you post in the assignment area, that you posted your assignment in the discussion area. This is very painful.

These are just the annoyances that I can think of right now. They all add up to make this a very disappointing experience. It is very frustrating to pay for something that is so difficult and confusing to use. Comments and emails go into a black hole.

Don’t start on the grammar and spelling comments or the just leave comments. I just want my suggestions to be taken seriously.

Thanks,

[Name redacted]