I will not hesitate to call you out

Yesterday and today I’ve had an interesting experience. There’s a little bit of a flaw in trying to access online quizzes for a class. The instructor has been attempting to help out, the help desk was also trying to fix the problem, but the software guy for my university got a bit mouthy with me. I will not hesitate to call a person out, especially when I’m paying for a service. Here’s the string. (I have changed the names of the people involved to Instructor, Help Desk, and Mouthy IT Guy.)

Instructor,

I just attempted to access the syllabus quiz and wasn’t authorized.

Thanks,

Sarah

Sarah,
I just checked all information on the software and from the instructors set up, all files show they were available as of yesterday afternoon, 1/8/2012. If you are still having problems, please contact the help desk.
Sorry for your problems.  Let me know what was resolved.    

Cheers, Instructor

***Went online describing my problem in the Help Desk website. Was not sent a copy of the verbiage.***

Sarah,
We cannot make changes like this without instructor permission. Your instructor needs to fix this. The instructor has been notified, so it should be resolved soon.

Thank you and have a very lovely day.

Help Desk

Instructor,
This was the helpdesk response yesterday. Also, it appears another student is having an identical problem. It’s posted on the course discussion board.

Thanks,

Sarah

Sarah,
When I returned to Portland, about 6pm, I made the necessary change to the 2 quizzes, so there is no reason why you should not be able to access all of the material and files I posted on the software. BUT… if today, Tuesday, you are still having problems, please email me ASAP.  Other students with the same access problems have been able to complete the quizzes as of last night.
I am truly sorry for this inconvenience.  There are 2 places I have to change the date on, (like an outline), whereas I knew I had changed the one obvious place, but not the root of the outline.
Hang in there, the rest of coursework will be a lot less complicated!
Cheers, Instructor

Instructor,
I’m not sure what is going on either. I clicked on the syllabus quiz again and here is my screen shot. It still says the quiz period is over.
Thanks,
Sarah

Help Desk,
Please see my email string with the professor. It seems that the other students who were encountering the problem have been able to take the quiz. I’m still locked out. I’ve also attached a screen shot of what I see when I try to access the quizzes.
I don’t know if this is something you can help with.
Thank you,
Sarah

Hello Sarah,
Let me repeat what the Help Desk has already told you.  We are not permitted to make any changes to any course without the permission of the instructor.  The instructor MUST contact us directly to authorize us to make changes.
HOWEVER, I have already looked at this course and know exactly what the problem is and have sent a message to Instructor directly to inform them what the problem is and what they needs to do to fix it.  I can also guarantee that no other students have been able to access these quizzes.  The issue is affecting the entire class, not just you.
Mouthy IT Guy

Mouthy IT Guy,
Thank you for your reply and attention to this matter.
May I please remind you that I am the affected party, neither the support desk, nor the instructor. I am paying for a course and cannot access all of the content. In an attempt to resolve my problem I am only able to relay information back and forth between people who can help me. My instructor informed me the matter was resolved, the help desk informed me it was not. All parties have been contacted stating I still cannot access the content.
In the future I would greatly appreciate it if you would send responses with a little less “snark” and a little more compassion for the plight of the student. I am merely trying to manage my education to the best of my ability.
Thank you,
Sarah

Nothing new yet, but I’ll keep you posted if I hear anything. The beauty of this is that my tuition pays for his salary, therefore, hopefully he’ll recognize he needs to be nice.