General Chat

I just e-mailed support the other day to let them know that sometimes when I work on my tree several generations back, and click to save a relation, the tree resets itself to the home person ie. me and doesn't save the latest relation.

The first e-mail asked which relations specifically it was - I replied that it was sporadic and happened whenever it felt like.

They replied that I should try using Internet Explorer instead of Firefox. I wrote back:

"Following your advice, I opened Genes Reunited home page using
Internet Explorer for Mac - the buttons along the top "Messages", "My
tree" etc are all stacked one underneath each other, their length is
extended to the width of the internet browser.

I attempted to use Internet Explorer for Mac to open my tree but when
I click on "My tree", a box appears reading:

"Sorry, there was an unexpected error on this page.

First of all, after closing this message, please try holding down
the control key and pressing F5. This will force your browser to
reload the latest version of the page.

If you have already done this and the error has reoccured, then
please contact support. Please include the details below in any
message you send to support.

Error: Object doesn't support this property or method
URL: http://www.genesreunited.co.uk/tree.asp
Line: 1558

Click OK to continue"

When I click OK, the tree viewer opens with Kate Hurst:1977
relations, the search boxes, feedback and help links and the drop-
down menu at the top of the screen but the rest of the screen is
coloured green and the tree does not appear so cannot be edited. For
this reason I prefer not to use Internet Explorer to access my tree
because it is impossible to edit."

So I've just now got a message back which says:

Dear Kate

Thanks for your email. I am sorry but at the moment some browsers for Mac users are not compatible with the site. Our technical team are aware of this and hope to have it fixed soon.

In the mean time please could you try using Mozilla Firefox? We know that this is totally compatible with the site. here is a useful link for you:

I am sorry for the inconvenience.


Best regards,


Estelle
Genes Reunited Support Team

.....

But I told them I was using Firefox in the first place - I'm confused.

Join the club lol

ive emailed them twice and been ignored bet if i said a norty word they would soon email me x

It sort of gets to the point where you start thinking perhaps you're going mad. I've been trying to put up with that fault in my tree for about six months and it's driving me mad. I did put a thread up about it, I think, but no one else seemed to have that problem.

It's not even as though I'm running an old operating system - I've either got Tiger or Leopard and I can't remember which (think it's Tiger, so it's about the second latest Mac system available.

Unfortunately, GR staff dont' seem to read their emails properly and have a tendency to send out standard replies.

One probability is that their Tech team are not actually techies at all, and that they would have to hire help in to sort out all the problems...

You could try sending an email and putting in the title..FAO Head of Customer Services and see if that gets you anywhere.

They drive me mad too!

I e-mailed customer support yesterday because I have found some relations via findmyfamily but GR's search refuses to find them. I need to see the census page and have gold membership on here, whereas I don't have any credits anywhere else.

So, I told them there has probably been a mistranscription, gave them the names & ages of the family and the town they lived in and asked them to put it right so that I can see the page.

They got back to me to tell me that there has been a mistranscription (!) and if I find my relatives on another site give them the details and they will put the mistake right!!

Presumably then they want ME to find the correct census page, at my own expense, and tell THEM so they can correct the entry!

Great support!!

Another thread from way back. where do they come from?

Ann, it's easy, you just do a search to find a relvant thread, then add a comment!
Why start up a new one?

I must admite..since the change to the new look the place has gone to pot.
Icontinually get errors and resets..and jumping about to otehr relations i was not working on.
And before you know it..the 20 people you just put into toyur tre and in the tottaly wrong places and everything it a mess...!!!.

Happend a couple of times to me...

I mean..who are their web designers?..they need their arse kicking!..The site is riddled with bugs.

Didn't get it with the old layout.
Also having problems with Ancestry now also...put in name and get everyone but the name i asked for....driving me mad!!!.


as the old saying goes

"Don't fix it, ..if it aint broken"

It's not as old as some I've seen ressurected! In the scheme of things it's quite new. :)

They have got back to me again to tell me they can't help me.

I was hoping they had an arrangement with other websites; then they could have found my relatives (as I found them) on findmyfamily, had a look at the census & then with that info put right the mistake on here!

Fat chance! If I'm going to see that census page I will have to buy credits on findmyfamily even though I have Gold membership on here!

The really annoying thing is the search on here used to come up with alternative names and I would have found them then, but not now since they updated the site.

And; I now have the same problem with another branch of my family!!

GR don't actually hold any records and they certainly won't search for you................they merely direct you to other sites.

I assume any transcription error needs to be reported to whatever site holds the particular record containing the error.

I won't use GR for searching, I use Ancestry, Freebmd, Family Search and the IGI site mostly.

Whatever information we want we always have to find for ourselves...............but Tips and Records is always a friendly helpful place to ask for assistance when I get really stuck:)

I usually use findmyfamily for doing searches as you can enter just the surname & town & get a list of everybody in that town who might be a relative. Then I come back to GR to see the census pages and print them if I want.

That is how I found the relatives in question; but GR's search won't find them. There is obviously a transcription error here at GR; I found the dates of birth etc. of these relatives elsewhere so the error is definitely here!

I hoped they would search for me so that they could correct the error for others customers benefit too!!