WHAT's the point of having "Contact Us"; when, 'FamilySearch' "Support", refer Users, to this Forum?
FamilySearch
Subject:
WHAT is the point, of having, "Contact Us"; when, 'FamilySearch' "Support" (Personnel) there, keep referring Users/Patrons, to this "Community.FamilySearch" Forum?
Serious ...
WHAT is the point, of having, "Contact Us", in 'FamilySearch'; where, Users/Patrons, CAN contact 'FamilySearch' "Support", via/though either, Telephone; or, Live ('On-Line') Chat; or, Email, if the so desire.
Especially; when, 'FamilySearch' "Support" (Personnel) there, keep referring Users/Patrons, to this "Community.FamilySearch" Forum, to deal with the matter, instead of either, dealing with the matter, 'at hand', there (and, then); or, "Referring" the matter, up the line to a "Supervisor" (ie. NEXT "Level"); or, "Line Manager"; or, onto, a Department in 'FamilySearch', that CAN dealing with the matter.
Is it, since the 'demise' of the OLD 'FamilySearch' "Support" Case Management System, that NO ability/mechanism, exists; or, is available, to 'FamilySearch' "Support" (Personnel), who are monitoring "Contact Us, to deal with matters, raised via/through the "Contact Us" medium?
Because ...
"Contact Us" states ...
FamilySearch provides free support through its online Community. FamilySearch representatives and other Community members can provide answers to your questions about FamilySearch products and services as well as genealogy research.
In addition to the Community, the following phone, chat and email options are available in the areas below:
So ...
That Said ...
Nowadays ...
It would appear, that using "Contact Us", in 'FamilySearch'; where, Users/Patrons, CAN contact 'FamilySearch' "Support", via/though either, Telephone; or, Live ('On-Line') Chat; or, Email, if the so desire, is NOW, a "Very" POOR appendage, to this "Community.FamilySrarch" Forum.
Can someone, in 'FamilySearch', please advise/clarify ... once and for all.
The reason, that I ask such, is because, of this recent post:
FamilySearch Help
'Category' = Temple
Ordinances not Available
https://community.familysearch.org/en/discussion/121498/ordinances-not-available
Where, it states, among other things:
Quote
------------------
I reached out to FamilySearch support and they directed me to ask my question here.
------------------
As an aside ...
In the least ...
The 'FamilySearch' "Support" (Personnel) SHOULD, as a matter of course; when, DIRECTING Users/Patrons, to this Forum, should; ALWAYS, advise; and, direct, those Users/Patrons, NOT to include, Personal Identifying information/detail about, THEMSELVES; or, Other "Living" People.
Hopefully, 'FamilySearch' "Support" (Personnel) ARE "Trained", to ALWAYS, advise; and, direct, those Users/Patrons NOT to include Personal Identifying information/detail about, THEMSELVES; or, Other "Living" People; when, using this Forum.
And, of course, Users/Patron MAY either, forget about; or, ignore, such advise/direction.
[ That is a 'Given' ... ]
But ...
That Said ...
One, certainly has to wonder, with posts, such as the aforementioned.
Again ...
Please advise.
'Thank You' in advance.
Submitted for your, information; attention; and, consideration.
Kind Regards.
MAY THE LORD BLESS YOU IN THIS IMPORTANT WORK
Yours Faithfully,
Brett
Comments
-
Hundreds of people are helped every day via phone and chat contacts. If one person reports an experience, it does not invalidate all of the work that everyone else is doing. Once again you are making accusations based on no evidence at all.
1 -
Norm
It's 'Brett.
Just in passing ...
'Yes', I am sure, that COUNTLESS Users/Patrons, are help/assisted, with problems/issues, using "Contact Us", via/though either, Telephone; or, Live ('On-Line') Chat; or, Email, that goes, WITHOUT saying; and, has NOTHING to do, with the matter, that I have raised.
And, NO ONE, is invalidating, the the IMPORTANT work, of 'FamilySearch' "Support" (as, you suggest).
I was NOT making 'Accusations", I was reporting fact.
My example, in this post, of mine, is just one of MANY.
My "Evidence", are the very numerous 'Posts' (and, sometimes, 'Comments'), that I/WE have 'seen', in this "Community.FamilySearch" Form, with similar comment/reference; especially, since, the 'demise', of the OLD 'FamilySearch' "Support" Case Management System, EARLY Last Year.
Please, carefully 'read', my 'Post', in its entirety, rather than making baseless, unnecessary, comment.
Just my thoughts.
I hope, that this may help/assist, somewhat.
Brett
ps: I NEVER submit matters, of this nature; WITHOUT, due diligence (ie. "Evidence"); or, due concern; as, such would be BOTH, irresponsible; and, counter productive.
pps: Participants, in this Forum, have a "Right", to submit matters, of concern - OR, is this, NOT, "Still", the "Community.FamilySearch" Forum.
.
0 -
All
FYI
Part of my intent, of this post, was to elicit debate, on WHY, 'FamilySearch' "Support', is NOT 'handling' SOME Problems/Issues, raised through "Contact Us", through the workings of 'FamilySearch' "Support" [ie. up the line to a "Supervisor" (ie. NEXT "Level"); or, "Line Manager"; or, onto, a Department in 'FamilySearch'], that CAN deal with the matter, rather than referring such DIRECTLY to this "Community.FamilySearch" Forum.
ie.
Is there NO medium/mechanism (ie. "System") in place, in 'FamilySearch' "Support", for 'FamilySearch' "Support" (Personnel), to 'handle' Problems/Issues, raised through "Contact Us" ...
Using "Contact Us", by MANY Users/Patrons, to seek help/assistance, from 'FamilySearch' "Support", is STILL the preferred means, by MANY Users/Patrons; especially, to keep things "Private" (and, also, to mask embracement); and, out of "Public" view.
Referring/Directing, Users/Patrons here, to this "Community.FamilySearch" Forum, would seem, to somewhat undermine, that "Privacy" (and, of course, embarrassment).
There have been references is many posts/comments, that Participants, were NOT happy, being DIRECTED, to use this "Community.FamilySearch" Forum, by 'FamilySearch' "Support", through "Contact Us"; particularly, with reference to "Privacy" (and, of course, embarrassment).
Brett
0 -
I think the community is a good place to ask more general questions, and respond to frequently asked questions, but I feel it is an inappropriate venue for VERY SPECIFIC problems or requests for help. I agree with Brett on the following point:
"The 'FamilySearch' "Support" (Personnel) SHOULD, as a matter of course; when, DIRECTING Users/Patrons, to this Forum, should; ALWAYS, advise; and, direct, those Users/Patrons, NOT to include, Personal Identifying information/detail about, THEMSELVES; or, Other "Living" People."
It surprises me that FamilySearch support would direct Mr. Hester to this forum for an answer. Who in the community is expected to assist Mr. Hester with his question? And why does it need to be so public? It is too detailed and potentially could expose the personal information of living people.
I am also surprised, once posted, the moderators would allow such posts to remain.
In addition to the Feedback button, and Community forum, there really needs to be a "third support channel" for help. The third channel would be for more "user specific" problems and troubleshooting. They can be answered in private messaging with the moderator, poster, and the engineering team. Moderators could redirect posters to the appropriate channel for their issue.
But, I don't think these type problems should be redirected to THIS forum.
Handling these type problems the current way, just invites negative feedback.
3 -
Who in the community is expected to assist Mr. Hester with his question?
The moderators here are expected to assist, and do assist, by referring such queries to another team. There are many different teams.
Apparently the frontline telephone support teams are not able to refer directly to all specialty teams.
This Forum is not just a casual discussion group. It also serves as a triage station in a very large and complex customer service apparatus.
0 -
"Apparently the frontline telephone support teams are not able to refer directly to all specialty teams."
What kind of assistance are the telephone support teams able to provide if not this?
And how does one contact a moderator or specialty team without posting sensitive information to the forum?
Thank you.
2 -
You made this post in Suggest an Idea, but it doesn't contain any suggestions.
You say that this person was directed to post personal information, then acknowledge that to reveal personal information is a personal decision.
You say that people contacting support via telephone or chat aren't being helped, then acknowledge that countless people are helped.
You say: "Part of my intent, of this post, was to elicit debate, on WHY, 'FamilySearch' "Support', is NOT 'handling' SOME Problems/Issues, raised through "Contact Us". How can you debate an issue when you have no data? You are just inciting people to speculate.
0
