Grumbles" I am surprised at the carry on and tantrums. Prresumably the posters are all grown adults.
Sometimes when I read the posts in "Gripes and
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I think people have the right to expect a certain level of competence and of customer service when dealing with a legitimate business. I can understand the complaints. The thing I don't understand is why FTDNA doesn't make the necessary changes to avoid angry and complaining customers.
I'm not talking about the wait time for the tests. There's only so much they can do about that without compromising quality. Most of the complaints however seem to be about IT issues and customer service issues rather than about the lab.
It's just plain detrimental to their own business! And why do they want that? I want FTDNA to stay in business and grow because I have so purchased so many kits for family members. But to me, it always looks like they are trying to destroy themselves and they care nothing at all about their future or their image. Why???
Why did they implement free transfers when they obviously weren't prepared to handle them? Why didn't they wait a few more months and make sure they had all the bugs out of the system first? Then they wouldn't have the complaints and wouldn't have created such a negative experience for people who found out about transferring and who had perhaps never heard of FTDNA before.
Those of us who have been repeat customers for many years are used to all the waiting and the fact that the IT department makes a big mess every time they try to introduce a new feature. They usually straighten it out eventually. But new customers are not used to this way of doing business and it makes a very bad impression.
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Originally posted by MoberlyDrake View PostI think people have the right to expect a certain level of competence and of customer service when dealing with a legitimate business. I can understand the complaints. The thing I don't understand is why FTDNA doesn't make the necessary changes to avoid angry and complaining customers.
Those of us who have been repeat customers for many years are used to all the waiting and the fact that the IT department makes a big mess every time they try to introduce a new feature. They usually straighten it out eventually. But new customers are not used to this way of doing business and it makes a very bad impression.
Ancestry was trying to set up a different type of customer help using an app phone service to connect customers with questions with "expert" customers. I'm not sure if the program ever got started. I was only one of the forum members who said "No" to being an "expert" on-call. The only information service that Ancestry has other than calling a very hard to find phone number, is pages of difficult to search articles and a selection of FAQ's.
FTDNA hasn't cut the forum here, as of yet, so perhaps they do care.
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Originally posted by MoberlyDrake View PostI think people have the right to expect a certain level of competence and of customer service when dealing with a legitimate business. I can understand the complaints. The thing I don't understand is why FTDNA doesn't make the necessary changes to avoid angry and complaining customers.
It's just plain detrimental to their own business! And why do they want that? I want FTDNA to stay in business and grow because I have so purchased so many kits for family members. But to me, it always looks like they are trying to destroy themselves and they care nothing at all about their future or their image. Why???
Why did they implement free transfers when they obviously weren't prepared to handle them? Why didn't they wait a few more months and make sure they had all the bugs out of the system first? Then they wouldn't have the complaints and wouldn't have created such a negative experience for people who found out about transferring and who had perhaps never heard of FTDNA before.
Those of us who have been repeat customers for many years are used to all the waiting and the fact that the IT department makes a big mess every time they try to introduce a new feature. They usually straighten it out eventually. But new customers are not used to this way of doing business and it makes a very bad impression.
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Ancestry, at some point, is going to have a "come to Jesus" moment. People will, in droves, protest their "mickey mouse" and broken navigational tools which they thrust upon us by canceling their subscriptions.
I did!
You can call them and protest at 1-800-262-3787. You can also cancel your subscription at that number. Just trying to be helpful, so you do not have to reinvent the wheel trying to find their number.
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Originally posted by marietta View PostAncestry, at some point, is going to have a "come to Jesus" moment. People will, in droves, protest their "mickey mouse" and broken navigational tools which they thrust upon us by canceling their subscriptions.
I did!
You can call them and protest at 1-800-262-3787. You can also cancel your subscription at that number. Just trying to be helpful, so you do not have to reinvent the wheel trying to find their number.
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My primary gripe with Ancestry is the navigational tools with which we are provided in our dna accounts, and not the rest of their "operation".
They took my cancellation and gave me a number. They do not reimburse for early cancellation; they just allow you to continue using the subscription until the end of the original allotted period. Getting the cancellation number is important.Last edited by Biblioteque; 16 January 2018, 04:04 AM.
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