Hi there,
My experience many years ago (maybe 8) with WebCT was just what Marcus has described: there were knowledgeable people in my own university who helped, but if I had a problem they didn't know the answer to, I never managed to get an answer out of WebCT in spite of the hefty price we were paying. Just access to densely, written technical documentation I didn't understand.
What a relief it was to go Open Source (first Dokeos, then Moodle) and be able to write in forums and get a practically instantaneous response. Not always a solution of course, but at least I knew when what I wanted wasn't possible. I found the documentation in Moodle just as impenetrable - thanks so much to those who've made it less so these days. In my experience, Open Source support is just a million times better. But maybe I'm not a typical user.
Cheers,
Glenys
PS: Wish I could find Open Source hosting for my association's non Moodle site. But I gather that doesn't exist.