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complaints

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ProfilePosted byOptionsPost Date

Daphne

Daphne Report 31 Aug 2014 08:30

Anyone else struggling with the complaints process? I have been waiting 7+ days now for Alex Brett to respond to a problem with my family tree. He even had me send attachments to his personal email instead of support@genesreunited.co.uk Decided to make a formal compliant now to get my money back!

Community Manager

Community Manager Advisor Report 27 May 2014 12:19

Hi Pete,

Please email support@genesreunited.co.uk if you are not receiving Hot Matches.

Regards

Shelley

KenSE

KenSE Report 16 May 2014 10:18

Graham, are you going to do that everytime someone posts on the Aussie thread or the Childhood Memory thread? :-)

Graham

Graham Report 16 May 2014 09:40

http://videohive.net/item/alarm-flashing-light-siren/1777096

DazedConfused

DazedConfused Report 9 May 2014 15:22

Oh I am so sorry GB xx

I am gettting fed up with adding to resurrected threads!!!!

I really must look at the date on the OP more. :-D

GlitterBaby

GlitterBaby Report 7 May 2014 22:17

Yes I am still on site but not do so many lookups as in the past.

SylviaInCanada

SylviaInCanada Report 7 May 2014 17:56

DC


This is an old thread, started in late 2012!

Not sure why Pete raised this particular one to ask about Hot Matches ............. but he did!




But, to clarify .............................


GB is NOT banned from GR, and is still active on the site.


I've seen her around recently

DazedConfused

DazedConfused Report 7 May 2014 14:37

Sadly the fact that Glitter Baby has been banned from the site does not surprise me.

Even on Facebook peoples threads are removed willy nilly if they do not concur with Big Brother.

The worst for this is FMP as you will now find none of the posts complaining about the 'new improved' site.

What ever happened to Free Speech.

InspectorGreenPen

InspectorGreenPen Report 7 May 2014 07:33

I uploaded a fresh tree back in February and currently have 11 pages of matches, half of which are showing as new. The indication on my home page is that the last new one was on 30th April.

Flip side is that the majority are with members I have already been in contact with.

A few years back, GR conceded to a small minority of vocal but misguided members whose endless complaints about the lack of proper matching on place of birth, resulted in a new matching criteria which has reduced matching to a mere trickle, largely because of the difference in the way in which members record place names. So places that a human might match eg West Bromwich, West Brom, W Bromwich are now rejected.

Ever since then, the process has been fraught with problems resulting in matching being suspended for months on end due to performance issues, a reduction in the number of names matched on each run and, as far as many are concerned a noticeable lack of any matches being reported at all.

Personally I would have preferred things to be left as they were, or at least changed to a less rigid match algorithm so anything remotely similar in the POB would report as a possible, and leave the final decision on matching to us.

But then you can't please everyone all of the time

KenSE

KenSE Report 5 May 2014 20:18

My last Hot Matches search was on 26 Jan 2014. It didn't find any.

My tree has been static this year, until last week, so that may account for no search being done.

Pete

Pete Report 5 May 2014 19:21

Is anybody getting ANY Hot Matches from this site?
I click on the link and get
"Don't worry - Genes Reunited looks for new Hot Matches every 14 days.

If you have no Hot Matches today or have just joined Genes Reunited, please check again in a few days as they will appear here as soon as you have some"

This has been like it for over 3 Months!!

All I get is the pathetic bog standard email saying that the system is being upgraded and names would be matched in the next 2 weeks.....Yeah Right!!
:-S

Estelle

Estelle Advisor Report 4 Dec 2012 15:36

Jax, if there's anything I can do to help then please don't hesitate to ask. You can either PM me or email me directly.

Kind regards,

Estelle

jax

jax Report 4 Dec 2012 15:14

No thats fine.... one of the other members got notification and I know what she said, but I had at least five posts reported and remove from the posters two threads I got no email for any of them....all reported on the same day

One of the threads was started over a year ago and was bought back to the top when a new thread about the same family was started, and can also see that I obviously had at least one removed from that back then...but never had an email concerning that post either

Estelle

Estelle Advisor Report 4 Dec 2012 14:58

Hello Jax,

all members should be told if their post has been reported or removed. Our system works so that you see the person who has reported the post and the post that has been reported.

If you would like an explanation as to why your own posts have been removed then I'll do my best to help you. However I cannot discuss posts added by other members, as I am sure you understand.

Kind regards,

Estelle

jax

jax Report 4 Dec 2012 14:52

Estelle

Are you able to look at old threads from a month ago and explain why the posts that were reported on two threads were removed? and why one person would get notification and another not?

Estelle

Estelle Advisor Report 4 Dec 2012 11:47

Hi everyone,
I just thought I'd clarify the process for you.
Firstly, our request review system is monitored 7 days a week, which is why you will see posts removed at the weekend.
The team do have RR guidelines to follow. These are very clear about the way deal with request review. The team also do read the whole thread too to make sure they fully understand why something is being reported.
From now on, when a post is reported they will give the poster details of the post reported and also the reason why they removed it.
Kind regards,
Estelle

LadyScozz

LadyScozz Report 4 Dec 2012 09:11

Moderator?

No!

We have a nanny :-P

SylviaInCanada

SylviaInCanada Report 4 Dec 2012 01:56

interesting!


so somebody was at work on those Saturdays!


Yet I've also see many "this post has been sent for review" notices on various threads that have been there for the whole weekend.



more inconsistency!

jax

jax Report 3 Dec 2012 20:32

Just thought I would add Sylvia

I was rr'd last saturday and warning email not explaining what and why, was sent out straight away.

I was rr'd on wednesday 17th October removed on thursday and no email at all

Also rr'd on saturday 15th Sept, removed and email sent straight away with what I said and an explaination that it is against the guidelines to post links to duplicate threads...they should just be reported (obviously without saying why to the poster) :-S :-S

SylviaInCanada

SylviaInCanada Report 3 Dec 2012 20:03

GR has always said they do not have a moderator or moderators ..................

they rely on members to report posts that "break T&Cs" ................... and a staff member then looks at those reported posts.

Unfortunately, this can lead to harassment by the "phantom RR'er"

.......... and the response appears to differ depending on which staff member is "on duty".


It also answers the question as to why there is a very slow response to posts RR'd between about 4 pm on Friday and about 8:30 am Monday ........... GR staff are not at work over the weekend, and no-one is therefore assigned to the job of reviewing reported posts.


sylvia