Genealogy Chat

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

Natasha

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

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.

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 ............

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

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

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

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

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 .......

" 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.

Jax .... Have to say, those " don't waste our time ". emails - really annoy me ...

Especially, as it is a "stock" email .... referring to the hateful/abuse ...... RR option

even when you are complaining about breaches of Data Protection ....for example ...

x

I live in hope that one day in the not too distant future that someone from GR will be man, or woman, enough to actually take it upon themselves to answer direct questions.


Shame Jax that we both got treated so differently about the same thread. At least between us it got removed.

Yes it is very odd that I get a "Do not waste our time" email and you get a "Thank you for bringing it to our attention" email for reporting the same thread.

Will be interesting to see if I get a email for asking someone to delete this duplicate thread......sure it must be against the T&C's somewhere that's why it was rr'd :-D

Yes she certainly does but not surprised.

Our Community Manager still seems to be AWOL

Another question which I know will not get answered but I am going to ask it anyway.

Concerning posts sent for review again.

A post is causing concern among members so member A reports it. The Support Team deem it to be acceptable and reinstate it.

So member B reports it. This time the Support Team agree that it is against the Terms and Condtions and remove it.

My question is why the difference in opinion on the same post ?

Is it all down to who at GR reads the reported post or the reason given by the member?

sorry genes I have removed my post as it was my pc that was the problem

NOT genes my apolages

sally w <3

That's just an advert GB I get something different everytime I click Home

Sky, Late rooms.com...something to do with pedicures and another one I cannot remember in the last 10 minutes

Can anyone from the GR Team please explain to me why at the bottom right of Home page is something running called audienceTV

Is this anything to do with genealogy?

If the Team read the boards they would find plenty of threads about the problems on this site.

This is the most recent one

http://www.genesreunited.co.uk/boards/board/general_chat/thread/1329153