Announcement
Collapse
No announcement yet.
Is Everbody on Vacation?
Collapse
X
-
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.
-
Originally posted by efgen View PostThese are due to a glitch that will hopefully have a fix released today
Elise
(No new FF matches since 06-20 for anybody I know...)
Leave a comment:
-
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, 09:54 PM.
Leave a comment:
-
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:
-
Originally posted by Gendal View PostI 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:
-
Thoughts
Originally posted by efgen View PostWhile 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
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:
-
Originally posted by gerlyons View PostWhile 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.
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:
-
My apologizes for misspelling Elise's name in the my previous posts
Leave a comment:
-
Originally posted by MoberlyDrake View Postpeople 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
Elise
Leave a comment:
-
How Sad
Originally posted by marietta View Postthe Forum has somewhat morphed from its original intent of being a "teaching tool"
Jim
Leave a comment:
-
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:
-
Her name is Elise, not "Elsie".
Originally posted by gerlyons View PostThe 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.
Leave a comment:
Leave a comment: