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complaints

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ProfilePosted byOptionsPost Date

LadyScozz

LadyScozz Report 14 Feb 2012 01:12

I suggest we have a "complaints" section. The complaints are getting lost in all the other sections.

Bazz

Bazz Report 15 Feb 2012 10:38

Would it make any difference? - I don't think GR read anything on any of the Boards

KathleenBell

KathleenBell Report 15 Feb 2012 12:04

Complaints would be better sent to:-

support@genesreunited.co.uk

That way they wouldn't get lost in the Suggestions board.

Kath. x

Bazz

Bazz Report 15 Feb 2012 13:54

Been there, done that ,many times over the last 3 months .One just gets fobbed off with vague promises

LadyScozz

LadyScozz Report 15 Feb 2012 14:02

been there many many times. Like everyone else I get fobbed off.

KathleenBell

KathleenBell Report 15 Feb 2012 14:31

I understand that and sympathize, and I agree that no-one should be fobbed off, but adding complaints to a Suggestions board won't get the complaint dealt with any quicker - rather, as you said yourself, the complaint just "gets lost".

Kath. x

Joy Kentish Maid

Joy Kentish Maid Report 15 Feb 2012 14:49

I think it is a good idea to write to
support@genesreunited.co.uk
and to post in this board, because we were told that it is for suggestions and fixes ;-)

InspectorGreenPen

InspectorGreenPen Report 15 Feb 2012 17:13

I disagree with adding complaints to this board. That was NOT what it was originally intended for.

i.e.

"This board is for you to add your suggestions for changes you would like to see made to Genes Reunited. We will be unable to respond to each post individually, but we will be checking the suggestions regularly and taking your suggestions on board."

Real errors and by this I mean issues such as clicking on General Chat and always gets you Find Ancestors MUST be reported to the GR support team. That is the only way they will be dealt with.

Unfortunately this board has been hijacked by a relatively small number of members who are experiencing a few performance problems. You have to log in - so what? If you browser is set up properly then all you need to do is click one button.

LadyScozz

LadyScozz Report 15 Feb 2012 22:09

I contact GR when errors & frustrations happen. The replies are not satisfactory. I have been complaining about the same things for a long time, and nothing has improved, in fact things have got worse.

Keep posting complaints on these boards, so that other members know they are not the only ones having problems.

Pete

Pete Report 27 Oct 2012 11:40

Ditto....
I have found that the service has deteriorated over the last few months
Firstly when I uploaded my latest GEDCOM it showed as an extra 50 or so names and now I cannot access my "Full" Tree just stalls and sais "Please wait"
I have complained several times by the normal way as stated below but keep getting the bog standard reply and nothing is rectified.
Does anybody know who to complain to about Genesreunited as
basically they have taken my money but I'm not getting the service!

Best Regards,

Pete

Thelma

Thelma Report 27 Oct 2012 12:14

I think it helps to post somewhere so that other members are aware of problems.

RolloTheRed

RolloTheRed Report 27 Oct 2012 15:47

The upside of posting bug reports here is that other members can see them and assess whether many other members have the same problem. It is a reasonable suggestion that the darn thing works ... over the last year at least one major function has been broken at any time.

Another upside of posting is that various members will suggest ingenious work arounds or inform you that the bug is not a bug at all but a feature or it does not matter or (as they never use the tree) it does not matter (or as the tree is free) it does not matter ...

The upside of posting to "Support" is that you can be thanked for your patience, be assured that the problem has been passed to the technical team (who are aware of it) and that the bug will be fixed as soon as possible.

Either way the bugs are never fixed in a timely manner if at all.

LadyScozz

LadyScozz Report 28 Oct 2012 04:41

You've got that right Rollo.

I've been using the boards for a couple of years, but I've been a member for 7 years.

Before that I was always sending messages to GR and getting the usual generic responses.

Now that I'm using the boards, I can see other members have similar problems!

It doesn't help much, but it's "nice" :-) to know I'm not the only one.

My patience is running out with the technical team who are "aware" of the problems :-P

Pete

Pete Report 7 Nov 2012 14:51

Credit where due...
I must thank Estelle Calfe at Genes Reunited who has sorted the problem with the Full Family tree view (which is now fixed)
Also got a refund for my Standard Membership for the year due to the grief..
Thanks Again Estelle they need more "real" people like yourself in Customer Services!! :-D
We just need the two other problems sorted now.......

Best Regards,

Pete

Thelma

Thelma Report 7 Nov 2012 21:02

Lucky Pete
A years subs refunded
Maybe they should extend the Standard sub. from 12 months to 18 months or so..
Cannot see the site lasting in its present form.

Joy Kentish Maid

Joy Kentish Maid Report 30 Nov 2012 16:00

Quite agree. Maybe then Glitter Baby would receive acceptable responses from the support team; until such time, her pleas for such are being removed.
There again, maybe not as there are many credible complaints and pleas by others that have not been removed.

AnnCardiff

AnnCardiff Report 30 Nov 2012 18:56

Glitter Baby has been removed permanently by GR - unbelievable :-S

LadyScozz

LadyScozz Report 30 Nov 2012 21:06

Permanently? As in off the site completely?

That's a bit rough!

They don't like criticism???????? :-P

Joy Kentish Maid

Joy Kentish Maid Report 30 Nov 2012 21:39

Glitter Baby was not even criticising, she was solely trying to obtain satisfactory replies to questions but the customer service team refused to continue with the "conversation" and she has been removed from the site. To me that is not two-way communication and is not good customer service.

Porkie_Pie

Porkie_Pie Report 30 Nov 2012 21:57

totally disgusted with GR

The whole saga reminds me of stroppy teenagers when they refuse to accept responsibility for their actions

End of

Roy