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  • #31
    Originally posted by efgen View Post
    Customer Service is really doing all it can. They are in the very thankless position of having to field the phone calls and emails without having the ability to actually fix the issues.
    They should try and provide direct patient care in the healthcare industry and see how thankless that can be. Really maybe the avalanche of emails or inundation of phone calls could have been prevented. Maybe someone in charge of customer service could have said let's send out emails to all of our customers and keep them updated as to what is going on.

    Also another poster pointed out some people may not even know they lost their matches. They may not look at their account that often. And they may not check this forum. The bottom line is, this is important to everyone. Even though I still have all my matches, are they all my matches? I really don't know if a match I don't have anymore is because of this "bug".
    Last edited by Táltos; 16 March 2013, 10:05 PM. Reason: typo

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    • #32
      Originally posted by 1796 View Post
      They should try and provide direct patient care in the healthcare industry and see how thankless that can be.
      I can only imagine

      Originally posted by 1796 View Post
      Really maybe the avalanche of emails or inundation of phone calls could have been prevented.
      Hindsight is always 20/20. Best they can do now is continue to work through the backlog, and prevent this from happening again in the future.

      Elise

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      • #33
        Originally posted by 1796 View Post
        They should try and provide direct patient care in the healthcare industry and see how thankless that can be. Really maybe the avalanche of emails or inundation of phone calls could have been prevented. Maybe someone in charge of customer service could have said let's send out emails to all of our customers and keep them updated as to what is going on.

        Also another poster pointed out some people may not even know they lost their matches. They may not look at their account that often. And they may not check this forum. The bottom line is, this is important to everyone. Even though I still have all my matches, are they all my matches? I really don't know if a match I don't have anymore is because of this "bug".
        Look what someone did to Y-Search. They trashed it and you complain about missing matches. Ask some other DNA companies what happened.

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        • #34
          Originally posted by darroll View Post
          Look what someone did to Y-Search. They trashed it and you complain about missing matches. Ask some other DNA companies what happened.
          Really? Maybe you should explain then about Y-search as I have no yDNA uploaded there. SO how should I know, and why on Earth should I ask other DNA companies about it. By all means explain yourself. And are you an employee of FTDNA??

          All I know is there has been nothing but chaos since this Build 37. I guess you must be someone who is happy with your situation. Good for you.

          Comment


          • #35
            Originally posted by efgen View Post
            I completely understand that it's frustrating to have to wait so long for a response to your email, and I would never tell you that it's wrong to be frustrated. However, to say that you don't accept that Customer Service is backlogged -- sorry, but the honest truth is that they really are backlogged, and it's not just an excuse.

            FTDNA has received an avalanche of email recently, and they receive plenty of phone calls as well. The customer service team is literally working overtime trying to catch up on email, but the high volume of email keeps coming. So which customers' emails that were received before yours should be skipped over to answer yours immediately? Sorry if that sounds flippant, but it's the reality of the situation.

            Customer Service is really doing all it can. They are in the very thankless position of having to field the phone calls and emails without having the ability to actually fix the issues. So please don't get yourself too hyped up about getting a response to your email. When you finally do get the response, it's probably just going to say essentially the same thing that Friday's update on myFTDNA says -- they are very much aware that some customers are still missing all FF matches, and IT's top priority is to squash that bug and restore the missing matches.

            (As someone suggested yesterday, the staff who worked on the cosmetic changes this week are indeed different from those working on Family Finder -- different IT skills.)

            Believe me, the staff wants these issues resolved just as much as the customers do. No one enjoys having upset customers. And IT would love to finish the FF upgrade project once and for all so they can move on to other projects. If it were as easy as flipping a switch to fix everything, you can be certain that would have been done already.

            Elise

            PS. Hiring more staff is already in the works -- you can look at FTDNA's careers page to view the job postings. However, there's a learning curve and new staff need to be trained, so they can't just walk in the door and start productively answering the phones and email or coding up a storm.
            You don't seem to be getting that they messed up with Family Finder (I certainly can't imagine it would be anyone else's fault can you?), and since they tell us it is only a very few people who are affected, it should not be a problem making the few that have been affected a priority in terms of feedback.

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            • #36
              Originally posted by darroll View Post
              Look what someone did to Y-Search. They trashed it and you complain about missing matches. Ask some other DNA companies what happened.
              Darroll,

              The FF matches issue has absolutely nothing to do with Ysearch. Please do not add to the confusion.

              Elise

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              • #37
                I'm trying to verify a new match.
                He claims he is a perfect Y-dNA MATCH.
                Like genealogy, I trust no one in this business.
                Oh: My DNA is on RootsWeb and I never gave it to them.

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                • #38
                  And I'm still waiting three months later for correct AC results from 23 - no response to e-mail - no one to call. And I'm still waiting almost a year later for an answer from Ancestry as to why I can't access records I paid for. And I'm still waiting for a logical reason from my mother's nursing home why they won't let us pay out-of-pocket for the rehab she needs that the insurance won't cover. Shall I go on?

                  At least when I call the FTDNA office, I get a real person who makes his/her best attempt to get an answer to my question. And I appreciate the more frequent updates on my homepage here, and the noticeably different tone/choice of words in the updates - someone is trying to use their right brain!

                  As a paying customer, I understand the frustration - I'm still waiting to match my parents again - but there are enough REAL problems in life to focus my attention on without having a stroke about FF IT issues.

                  Comment


                  • #39
                    Originally posted by vinnie View Post
                    And I'm still waiting three months later for correct AC results from 23 - no response to e-mail - no one to call. And I'm still waiting almost a year later for an answer from Ancestry as to why I can't access records I paid for. And I'm still waiting for a logical reason from my mother's nursing home why they won't let us pay out-of-pocket for the rehab she needs that the insurance won't cover. Shall I go on?

                    At least when I call the FTDNA office, I get a real person who makes his/her best attempt to get an answer to my question. And I appreciate the more frequent updates on my homepage here, and the noticeably different tone/choice of words in the updates - someone is trying to use their right brain!

                    As a paying customer, I understand the frustration - I'm still waiting to match my parents again - but there are enough REAL problems in life to focus my attention on without having a stroke about FF IT issues.

                    Well said.

                    Comment


                    • #40
                      vinnie believe me I feel your pain with the nursing homes, Medicare. I just went through a lot of nonsense with a nursing home trying to pull a fast one on a loved one last week. Yes there is definitely bigger things to worry about.

                      Maybe we can all make fun of ourselves a little bit here and expect CNN to give us a daily update on Family Finder results. Just kidding. I am glad you can stay positive. You are someone who should be one of the most upset. So that is good.

                      What I like about exploring this hobby is that it takes me away from all of the problems of the real world.

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                      • #41
                        Originally posted by vinnie View Post
                        And I'm still waiting three months later for correct AC results from 23 - no response to e-mail - no one to call. And I'm still waiting almost a year later for an answer from Ancestry as to why I can't access records I paid for.
                        I can't help with the other issues, but, if you no longer have an Ancestry account you can no longer access those records. You need to store them on your own computer while you have an account in order to have access later. Accessing those records take bandwidth and if you no longer have an account you no longer have a right to that bandwidth. I understand your frustration, just sayin' that's the way it is.

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                        • #42
                          Originally posted by vinnie View Post
                          And I'm still waiting three months later for correct AC results from 23 - no response to e-mail - no one to call. And I'm still waiting almost a year later for an answer from Ancestry as to why I can't access records I paid for. And I'm still waiting for a logical reason from my mother's nursing home why they won't let us pay out-of-pocket for the rehab she needs that the insurance won't cover. Shall I go on?

                          At least when I call the FTDNA office, I get a real person who makes his/her best attempt to get an answer to my question. And I appreciate the more frequent updates on my homepage here, and the noticeably different tone/choice of words in the updates - someone is trying to use their right brain!

                          As a paying customer, I understand the frustration - I'm still waiting to match my parents again - but there are enough REAL problems in life to focus my attention on without having a stroke about FF IT issues.
                          No one's having a stroke about IT issues, but they have a right to complain just like you have a right to complain about your 23andme issues, as you have on multiple threads here. Your complaints might be better served though on the appropriate forum website.

                          Comment


                          • #43
                            Originally posted by Taz85 View Post
                            Well said.
                            Thanks much!

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                            • #44
                              Originally posted by 1796 View Post
                              vinnie believe me I feel your pain with the nursing homes, Medicare. I just went through a lot of nonsense with a nursing home trying to pull a fast one on a loved one last week. Yes there is definitely bigger things to worry about.

                              Maybe we can all make fun of ourselves a little bit here and expect CNN to give us a daily update on Family Finder results. Just kidding. I am glad you can stay positive. You are someone who should be one of the most upset. So that is good.

                              What I like about exploring this hobby is that it takes me away from all of the problems of the real world.
                              I sincerely appreciate your kind words.

                              Comment


                              • #45
                                Originally posted by Kasandra View Post
                                I can't help with the other issues, but, if you no longer have an Ancestry account you can no longer access those records. You need to store them on your own computer while you have an account in order to have access later. Accessing those records take bandwidth and if you no longer have an account you no longer have a right to that bandwidth. I understand your frustration, just sayin' that's the way it is.
                                Thanks, Kasandra. I *thought* I had saved them to my hard drive. The next time they offer a free weekend (just missed one due to family obligations) I'll try it again.

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