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  • BJackson
    replied
    I don't know if anyone else has this problem, but when I try to apply any filters to my FF matches (ICW, surname search, etc.), I just get the spinning wheel that goes on forever, with the tab saying "Waiting for my.familtreedna.com." This only started happening yesterday, after the site came back up after FTDNA's update.

    Leave a comment:


  • Ksquinn
    replied
    Originally posted by tommypeters View Post
    Seems the glitch is back from vacation since two weeks time...?

    (No new FF matches since 06-20 for anybody I know...)
    I received several new matches on 6-20 and one on 6-24, but I have not had any since then.

    Leave a comment:


  • tommypeters
    replied
    Originally posted by efgen View Post
    These are due to a glitch that will hopefully have a fix released today

    Elise
    Seems the glitch is back from vacation since two weeks time...?

    (No new FF matches since 06-20 for anybody I know...)

    Leave a comment:


  • thetick
    replied
    Not I said the pig.. I mean thetick.

    I would hope most people do not post when they are on vacation. With simple searches and all the social media at their fingertips criminals have easy prey for burglaries. It actually happened to a neighbor a few blocks down. He foolishly posted his name address and the dates he was on vacation all on the same page. The criminals did not even need to search as all the info was on a single page at many different social media sites .. Argh.
    Last edited by thetick; 1 July 2014, 10:54 PM.

    Leave a comment:


  • gtc
    replied
    Originally posted by Lincoln View Post
    "Our website is currently undergoing maintenance to introduce some exciting new updates.
    Please check back soon! "
    It's back now.

    Leave a comment:


  • Lincoln
    replied
    Was the website down for maintenance, all day?

    "Our website is currently undergoing maintenance to introduce some exciting new updates.
    Please check back soon! "

    Leave a comment:


  • Leeb
    replied
    Originally posted by Gendal View Post
    I totally respect those people who work hard and try their best.

    However. The simple way to solve this is:

    1. Agree a service level for responses to the customer services that can be met, I mean be honest if you cannot reply within 5 days for example then set it at 7 days for a response, that manages everyone's expectations.

    2. When you change dates for results etc then please have the curtesy to explain to the customer why.

    3. Take note of the forums because people are posting here because they are desperate as the above two points have led them to the only seemingly open communications channel available.

    4. Don't forget this is people's money, hard earned and they are paying for a service.

    Kind regards
    I have been waiting nearly 6 weeks for a fix to my problem.

    Leave a comment:


  • Gendal
    replied
    Thoughts

    Originally posted by efgen View Post
    While I can't fix issues, I do pass things on to engineering and management as needed. Management does care about what the customers are saying.

    Customer Support will improve again, it'll just take time to catch up on the backlog. More support staff are being hired, but it also takes time to get them trained.

    If you guys know anyone in the Houston area who might be interested in a Customer Support position at FTDNA, please refer them to the Careers page on our website

    https://www.familytreedna.com/careers.aspx


    Elise
    I totally respect those people who work hard and try their best.

    However. The simple way to solve this is:

    1. Agree a service level for responses to the customer services that can be met, I mean be honest if you cannot reply within 5 days for example then set it at 7 days for a response, that manages everyone's expectations.

    2. When you change dates for results etc then please have the curtesy to explain to the customer why.

    3. Take note of the forums because people are posting here because they are desperate as the above two points have led them to the only seemingly open communications channel available.

    4. Don't forget this is people's money, hard earned and they are paying for a service.

    Kind regards

    Leave a comment:


  • efgen
    replied
    Originally posted by gerlyons View Post
    While she does her best, I don't think she has the ability or authority to do anything but pass things on to the help desk. In my opinion FTDNA could care less what is being posted here and no one is acting upon any of the complainants, all we hear is that they are doing their best and are overloaded at the helpdesk. The problem with that is that this has been going on since February and no improvement in customer service has happened yet.
    While I can't fix issues, I do pass things on to engineering and management as needed. Management does care about what the customers are saying.

    Customer Support will improve again, it'll just take time to catch up on the backlog. More support staff are being hired, but it also takes time to get them trained.

    If you guys know anyone in the Houston area who might be interested in a Customer Support position at FTDNA, please refer them to the Careers page on our website

    https://www.familytreedna.com/careers.aspx

    Elise

    Leave a comment:


  • gerlyons
    replied
    My apologizes for misspelling Elise's name in the my previous posts

    Leave a comment:


  • efgen
    replied
    Originally posted by MoberlyDrake View Post
    people complaining about no new FF matches in weeks (I'll add my voice to that one!!!)
    people complaining about not matching their own family members
    people complaining about not being on one anothers lists reciprocally
    These are due to a glitch that will hopefully have a fix released today

    Elise

    Leave a comment:


  • jbarry6899
    replied
    How Sad

    Originally posted by marietta View Post
    the Forum has somewhat morphed from its original intent of being a "teaching tool"
    When I first came to the forum a couple of years ago, most of the posts were exchanges of ideas and exploration of the frontiers of genetic genealogy. Sadly, now, almost all of them are complaints. I keep showing up in the hope that we can some day return to the scientific dialogue that we used to have.

    Jim

    Leave a comment:


  • Biblioteque
    replied
    Worst Case Scenario

    Since there is no agreement, contractural or otherwise, to provide this Forum for customers; and since the Forum has somewhat morphed from its original intent of being a "teaching tool", perhaps FTDNA is in the process of deciding if the continuation of this Forum is in their best interest........Just a peek outside the box.

    Leave a comment:


  • gerlyons
    replied
    Originally posted by Zaru View Post
    And yes, she does a fantastic job and cannot assume responsibility for all of the challenges.
    I agree 100%, Elsie does a great job. I just think that other FTDNA staff, ie department heads should take an interest in the forums.

    Leave a comment:


  • Zaru
    replied
    Her name is Elise, not "Elsie".

    Originally posted by gerlyons View Post
    The only person that replies to some of the issues here is Elsie Friedman. While she does her best, I don't think she has the ability or authority to do anything but pass things on to the help desk. In my opinion FTDNA could care less what is being posted here and no one is acting upon any of the complainants, all we hear is that they are doing their best and are overloaded at the helpdesk. The problem with that is that this has been going on since February and no improvement in customer service has happened yet.
    And yes, she does a fantastic job and cannot assume responsibility for all of the challenges.

    Leave a comment:

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