Genealogy Chat

" Posted by Community Advisor 30 Jul 2013 15:07

The technical team see error reports on a daily basis so they know exactly when there are problems. It’s always important to let the customer support team know too. The error messages are logged as a graph so any spike will indicate a problem, which is then investigated.

Natasha"

- useful first and last sentences; thank you.

I have always wondered .......Why if

" It is always important to let the customer support team ........................

that GR have not set up an internal notification system, from " technical team" to customer support ................

Most companies do not ask their customers ... to notify all their departments ...

Ludicrous .......

Hi everybody,
I see I have been missed – I have been away on holiday, which is why I’ve not been around to answer your questions.

To answer the questions above:

Marie Celeste – The customer support email address will be included in the error message; it has been added to our to-do list.

Glitter Baby – You asked why we were running an advert called audience TV. Could you please let me know where you saw this and how it affected your computer? Was it an advert at the top of the page? Or did you see it elsewhere, maybe as a link?
In answer to your query about posts sent for review: It is down to the person who sees the post and their opinion. However, the team do try and be consistent and will often ask each other for a second opinion.
I am sorry if you feel that I am not answering your questions. I do try to respond to everything. Don’t forget you can always contact the support team who generally respond to all customer emails within 24 hours. You can always mark your email for the attention of Rachel or Julie who are the most senior members of the team.

Renes – The reason we ask members to contact the support team if they have problems on the site is because we monitor the amount of emails we receive. We can then say between xx time and xx time we received xx number of reports from members seeing error messages or having tree problems, etc.

Natasha

Okay so if the Community Manager and Support Team will not answer questions then who will ?

After receiving two emails in the last two days from the support team both sent at 7.30/7.34 am... I didn't realise the staff started working that early....or wasn't it a real person who sent them??

One was telling me a thread I sent for review was ok to stay as it was not hateful/offensive when it was sent stating data protection as the reason

The other was telling me I could get banned for asking a member to delete her duplicate thread

Best thing to do is ignore all threads and go and play Candy Crush

Hi Glitter Baby,

I am sorry you feel I don't answer your questions. I can assure you I do try to respond to everything. Rather than sending me a link to various posts, which can be tricky to follow, please could you send a list of your questions. You can either PM them to me or I'll be happy to give you my personal email address. I really would like to be able to help you, but I do ask that you clarify exactly what it is that you'd like me to answer.

Natasha

Rachel - thanks for reply and hope you have a good holiday .....

Sorry.. I was of the understanding that the technical team have a report of every ERROR ,,,, in graph form - from your earlier answers ...

To make a graph ..you need numbers .... Why can't those numbers be used to quantify the amount of customers , not be able to enter or move around the site

How long will it take for a programmer - add at the end of the graph programme ... Send ERROR number to customer support

If I have understood you correctly ... should customer support have only 60 notifications of ERROR .. but yet the technical team know of 6000 ... ERROR from their graphs - it is a false presumption by customer service ...... It only reflects the amount of customers bothering to email - no more - no less ... It means nothing

I average at least 10/15 ERRORS a week ... Last weekend it was probably 30 ..... along with many other members ..I never once have emailed in ....

After 10 attempts to send a message ..from my tiny message box ..... I am not in the frame of mind to email GR .......

I would suggest the figures from the graph are used .......

These are real numbers and GR may well fix it ............

I really can not believe that a member of GR can not follow a link posted on the boards after all the members manage to do it all the time !!!!

Can not be bothered sending details of questions that I have asked on this thread.

Natasha

We'd ALL like you to respond to ALL of the issues raised......................here, and on the Suggestions board.

Have the GR Team not yet taken on the fact that the Support Team should be manned at the weekends to deal with posts sent for review.

The reporting of a post on General Chat about the loss of a member is disgraceful.

Wonder what reason that person gave for reporting it as no way could that be an accident.

Please can the team issue at least a warning or possible ban to the person responsible. I have sent a message to the Support Team of complaint about this disgraceful act but obviously will not get a reply until Monday now.


This is the reported thread

http://www.genesreunited.co.uk/boards/board/general_chat/thread/1326929






P.S.
I am still available to work weekends :-D

GB

I totally agree with you

Why cant you ban peoples report button?

I dont care what you think of my post I,m sick of people getting bans and warnings and being bullyed on your site and your company accepting it

When people like this remove posts there is NO valid reason as this post has been a long term post

what are you getting paid for this site is not being managed

more and more error messages to night

no manager at weekends :-Sin this day and age

sally w

ed guess what error message while trying to submit :-| :-| :-|

Just to follow on from my post dated 11 Aug 2013 I did receive a message from GR Support this morning.

"It was a terrible shame this post was reported, but after emailing the reporter, we discovered that they were actually requesting that the thread was unstickied rather than that they had found it abusive.
It was a mistake and the other member is really sorry if they caused any upset by their mistake.
I hope this explains why the post was reported and that we can now draw a line under this."


Just hope the Team have given that member instructions on how to use this site properly

I think it would help if the 'Help' option on the menu was NOT tucked away at the top, most new members find it difficult to spot up there, sandwiched as it is between 'account' and 'name'.

That applies not just to those who might wish to contact GR ( as in the case of someone getting a stickied thread removed) and those members who are just looking for the 'faqs' and advice on trees etc.

After today members will wonder why Genes don't listen to the 'many' instead of listening to the 'few'.

My Oh keeps saying rather than it's who you know but is now 'What you know'. So what does you know who HAVE on Genes?

I am disgusted with the events of the last 2 days


and am regretting that I renewed my sub last week

I can only hope that things improve, and that GR begin to listen to the many, not the few

another good gr member gone after being hassled and no back up from you I think people that make trouble on the boards

are looked on as goody two shoes and patted on the back

but helpful and good reserchers are helped on there way

DISGRACEFULL

please may I have an explanation

and NO platitudes

sally w

Would anyone from the GR Team like to confirm that Phil (Technical) is actually working on the problem of errors messages and if any progress is being made on this problem

Hi Glitter Baby,

The team are looking into the problem of multiple error messages for some users and I will update you when we have more information.

Natasha

natasher thankyou for your reply to my question :-( :-( :-( :-( :-( :-( :-( :-( :-( :-S :-S :-S

sally w